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Frequently Asked Questions

Do you have any questions about our service? We're sure you'll soon find the answer among the Frequently Asked Questions we receive

You can follow your order status at all times by tracking it here.

Once you've completed the purchase of your bouquet or plant, we'll send a notification to our trusted local florists in the area you selected for delivery. They will accept the order as soon as possible and start preparing it to ensure it reaches its lucky recipient on the date you requested.

We'd like to inform you that, for the moment, we cannot send a tracking number in all cases because many of our florists use their own transportation. We are working to improve our clients' experience in this respect.
If the delivery date is the same as the date the purchase was made, your order might not be processed on time. Even though our florists always have the necessary variety of flowers available, unexpected circumstances may arise that prevent them from accepting the order.

If it is not possible to deliver your bouquet or plant on the date requested, we will notify you as soon as possible and proceed to refund you via the same method of payment you used to make the order. If the delivery date has passed by and you have not heard from us, please contact us here so that we can investigate what happened.
We always do everything in our power to ensure orders arrive on the date and times indicated by our clients. However, sometimes we have to deal with external factors that prevent us from meeting our objective.

If you paid the supplement for your bouquet or plant to arrive at its destination on time, your order will be given priority treatment and delivered as urgently as possible.

If you order has not been delivered on the date and at the time selected and more than 24 hours have gone by, please contact us by clicking here. We will refund the corresponding delivery costs or find a solution to compensate you for the delay.

Please write us a message here if your order has not been delivered and in the delivery status it appears as confirmed.
When you enter the website, you should first select the delivery country to check the flowers and plants available from our catalogue. In each country, the delivery options may vary according to the climate and environment.

To obtain a real list of the products available, it's very important for the delivery country selected to be the same as the one the recipient is located in. If you choose a product that's available in other countries, but not in the one you selected for delivery, we will be obliged to cancel your order.
Please bear in mind that only the products specified in the order description and what you add during the purchase process will be included in it.

If an additional product appears in the photo but is not specified in the description, it will not be sent. You can check all the products you will receive in the purchase summary before accepting the payment. Once your order has been processed, we will not be able to send any more additional products.

If you haven't received a product in your order, please contact us by clicking here. We will refund the product in question via the same method of payment you used to make the purchase.
As we use an extensive network of florists all over the world, we sometimes cannot guarantee a specific brand in the products that will be added to your order. In addition, it is possible that these products will not be exactly the same as those that appear in the photos published. But don't worry, we assure you that they will always be of a similar quality to those you see on our website.
All the florists we work with have been selected for the quality of the products they offer. Our goal is for our bouquets to always contain the freshest flowers.

Nonetheless, occasionally the flower quality may be affected by factors beyond our control. If you have received flowers that do not meet the quality standards you expected, please send us a photo of the product and your order number by clicking here. We will try to solve the problem as soon as possible.
If you have a discount code and you wish to use it for your purchase, you simply need to select the "Discount Code" box before confirming payment, on the right side of the screen. Next, you should introduce your code and confirm it. Lastly, you just need to wait for the website to confirm the correct application of the discount to proceed with the payment of your purchase.

Please remember that it is not possible to accumulate more than one discount in the same order, so if you have more than one code you will have to choose which one you wish to use. Additionally, we cannot apply the discount if the code has not been introduced correctly during the purchasing process.

If you have any questions about how to apply your discount, you can always write to us here.
If you wish to inform us of a change of address, your must contact us at least 2 working days before the delivery date.

After this time, it will not be possible for us to change the address.

If you are still in time to change it, please click here to communicate your new delivery address to us.
We're sorry to inform you that it is not possible to change an order once processed.

If you wish to cancel your order, you can request a payment refund according to the following terms:

- Full refund: if you inform us minimum 5 working days before the delivery date, you will receive a full refund of your bouquet
- Partial refund: if you inform us 2 working days before the delivery date, you will receive a refund of your bouquet minus 10€ for management fees
- No refund: if you inform us less than 2 days beforehand or on the delivery date, we will be able to cancel your order but not refund the bouquet

Refunds will be processed in a maximum of 7 working days, and will be paid using the same method of payment you used to make the purchase. The waiting time to receive your refund will depend on the card type used and your bank.

If your order was cancelled according to the correct terms and you have not received your refund after 30 days, please contact us here.
All refunds will be made using the same method of payment used to make the purchase, in a maximum period of 7 working days.

The time required to process the refund may vary according to the method of payment you have used:

- Paypal: 24/48 office hours

- Debit or credit cards: from 24/48 office hours to 90 days, depending on the card type and bank balance date.

The waiting time for the refund to be processed will depend on your bank. If your refund has already been confirmed by you, we advise you to contact your bank to find out when you'll receive it.

If you haven't received any refund and the pre-established waiting time has expired, please contact us by clicking here.
To request an invoice for your order, you should start a session in your FloraClub profile and enter the "Previous Orders" section. Once you have selected your order, you will see the "Request an Invoice" option. When you click on this option a page will appear allowing you to introduce your details and obtain your invoice.

If you'd like to change your order invoice, you simply need to follow the same process explained above and correct the corresponding details.
To make a purchase on our website, you must first select the country you wish to send your order to. This will allow you to view the flowers and plants available in our catalogue.

Once you have selected the delivery country, you will be able to choose the option/s you like best from the different ones available. You can also add a small detail to complement your gift and a personalised message for the recipient.

When you complete your product selection, you should introduce the delivery details for your order. It's very important that you check that all the information is correct to ensure your order can be delivered without any problems.

Lastly, the system will guide you to introduce your payment details, which will be processed securely on our platform.

Once your order has been confirmed, you will receive an email with a summary of your order and our system will assign it to one of our trusted florists.

We always endeavour to make the prices of our products as competitive as possible. However, we are occasionally obliged to change them if the florist informs us of a variation in the cost of the material, preparation or transportation.

If this should happen to your order, we will get in touch with you straight away so that you can authorise us to process the order at the new price. If we do not receive confirmation from you in 48 hours, your order will be automatically cancelled and we will refund the full amount via the same method of payment you used to make the purchase.

Please bear in mind that we do not make deliveries on Sundays or holidays. Nor can we process orders by telephone or email.

If you have any further questions about our purchasing process, please send us a message here. We will be happy to help you.
We will send you a new one, all you need to do is click here.
If you no longer wish to receive our offers, all you need to do is search for the link on any of the newsletters we have sent you in order to unsubscribe. You will find it at the bottom of the email.

Once you click on the link, your subscription will be cancelled automatically.

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