ORDERING/ DELIVERY INFORMATION

 

You will receive a confirmation email once placed the order (please make sure to check your spam folder). Your order will be forwarded to our agents to be delivered according to your request. You can check the status anytime by clicking here
 

FloraQueen delivers to over 90 countries, see the full list here
 

Yes! FloraQueen has a great offer for all your needs.
While sending flowers to any of these places please make sure to provide the name and telephone number of the establishment and as many details as possible. In special requests box you will be able to add extra telephone number or any additional details that could help to delivery your gift. Orders sent to hospitals, hotels, residential homes, companies, universities or public buildings are not guaranteed, but in the vast majority of cases arrive as requested.
 

Unfortunately not, in this case our agents will ask you to provide a physical address in order to complete your delivery.
 

Make sure to mark the flowers are for the funeral (second step of ordering process). This will help us to manage your order in more efficient way and make sure flowers will arrive as requested. Please also provide us with a telephone number to call and exact date time of ceremony. You can use special requests box for additional information. Special request will be forwarded to the florist and will help to complete your order.
 

The safest and most efficient way to order is via our website, for this reason we do not accept orders by email or telephone.
 

Yes, we work directly with local florists, just around the corner from the delivery address. We can accept same day delivery almost everywhere. The cut off time for same day delivery does vary for each country and time zone, and you will be advised during the buying process if it is not possible. In this case delivery date will not be available in the calendar.
 

We offer deliveries for Sunday only in a few countries. Unfortunately most local florist are closed on Sundays and for this reason we will always recommend you to choose Saturday or Monday as your delivery date. On special occasions like Mother’s day we may deliver on Sundays and you will always be notified during the buying process.
 

Yes! FloraQueen has a great Company Gifts offer for all your business needs. You can place the order online or contact our special service in case you need any help here
 

Delivery fee depends on delivery date and time, usually it’s between 7€ and 14€
 

Of course. You can modify the details via your FloraClub account, all you need to do is to log in here and apply the changes. Please keep in mind we need at least two working days to be able to accept modifications of your order (if your order is a gift this will depend also on the status of the order and preparation time). If the website does not let you apply the changes we’re afraid you’re not on time.
 

In case your order has been duplicated, please contact our customer service here, if it’s possible we will cancel duplicated order.
 

We will ask you about your phone number to make sure we can quickly reach you in case we need any additional information or there is an issue with a delivery of your order.
 

We do understand suprise aspect is very important, but please consider providing recipient’s telephone number in case of any issue with delivery (preferable mobile phone number). This will help us to avoid any delays and make sure your gift is delivered on time and as requested. It’s very important so it’s a local telephone number as many of the courier’s companies will not contact an international one.
 

We normally do not provide any details to the recipient so make sure to sign your message card. In contrary recipient will not know who is the sender. In case giving the information is necessary to assure the delivery is successful, we will inform the recipient.
 

Of course, you can submit additional information using special requests box on the third step of ordering process. This information will be visible for the florist , but please keep in mind can not be guaranteed.
 

It’s easy, please just log into your Flora Club account and ask for your invoice form your Orders History. Sending an invoice might take 7-14 working days.
 

PRODUCT

 

A vase is not included in the price unless specified in the product description. If you would like your flowers to be delivered in a vase please make sure to add the product in a second step the buying process.
 

This option allows you to send more money to the local florist to make a bigger bouquet proportionately to the money you send. In the case of roses it refers to the packaging, not to the number. 12 red roses is always 12 red roses! The photo you can see on the website is of a medium size.
 

From time to time, our local florists may not have some items listed in the product description in stock, and substitutions of items of equal or greater value will be necessary. Should the main flower type in the bouquet have to be replaced, we will attempt to notify you; if we are unable to reach you, we will proceed with the substitution to prevent delays in the order delivery. Roses, however, will never be substituted with other flowers without requesting your confirmation first. At the same time, please note that if we do not hear from you within 24h from our first email we will proceed with delivery of your order to avoid further delays. We will substitute them with flowers of the same or greater value.

If our florist does not have a certain additional product, the delivery will be made without said item and we will refund the sum of the product in question or offer you a discount code of a greater value.

If the requested gift is not available we will notify you and offer you a substitution. If it’s not possible to contact you, we will issue a full refund for your order or send similar gift of equal or greater value.
 

PAYMENTS

 

We accept all major credit and debit cards. With some cards you need to request online transactions with your bank. If you experience any problems when you try to place an order please contact our customer service team who will help you to make sure that the order is accepted.
 

We charge your credit card when you place the order. We use a very secure payment platform that enables us to charge your card immediately. However, depending on your credit card company and your bank it may take a while until you see the charge in your account. If you have received your confirmation email, it means your order has been paid and registered successfully.
 

Make sure it’s not in your spam folder and you’ve typed your email address correctly. You can also log into your account in order to double check your order has been registered correctly. In case you still don’t have the confirmation email, contact our customer service providing as many details as possible (your email address, delivery date, delivery address, recipient name and surname).
 

No worries, our sales agents will contact you in case your payment is being refused.
 

Refund may take 5 to 7 working days to credit on your account or card. Thanks for your patience!
 

Make sure your discount code is still valid and please keep in mind vouchers are not cumulative and are only applied on the price of the bouquet. In case there is any issue with your voucher code, please contact our customer service team before you proceed with the payment - once processed, we will not be able to apply it to your order.
 

Sometimes there may be slight differences in the amount of money you are charged from your credit card account to what was shown when you ordered. This is most likely due to bank charges and exchanges rates. FloraQueen will only ever receive the amounts that we quote, so if there is a discrepancy please contact your bank to request information about their charges for processing and currency exchange.
 

Deliveries

 

You can check the status of your order here

All you have to do is to place your email address and order number to see all the information.

You can also check the status in your Flora Club account by clicking here.


 

We cannot guarantee an exact delivery time, as this depends on the availability of our logistics partners and our local florists. In some cases, however, and depending on the date and destination country chosen, you will be given the option of choosing between morning (before 14:00) or afternoon delivery (after 14:00). Once your order is delivered you will receive a delivery confirmation email.
 

We work with local flowers shops, but also have a few logistics centers where the arrangements are being prepared by our best florists and send by courier. Depending on a delivery date chosen and delivery country we will deliver the flowers using one of these two options.
 

We will notify you by email when your order is being prepared and also when it’s delivered. Kindly note that we do not have a real-time update system, so it may take a few hours to update.
 

If the recipient is not at home our florist or courier will call the phone number provided (only if it’s a local telephone number) or leave a note so the recipient can arrange a new delivery with the florist or pick up the flowers from the closest courier’s office or flowers shop.
 

Unfortunately we are not able to do it as it’s not a secure way to deliver the gift. We rather call or leave a note so a new delivery or pick up can be arranged with the recipient.
 

MY ACCOUNT & INFORMATION

 

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CUSTOMER SERVICE

 

Don’t worry if you haven’t found the answer for your question here! Additionally we can recommend you to look into our delivery policy and Help Center. If you need help or simply want to track your order, we’re here to assist you:

TRACK MY ORDER
HELP CENTER
FLORA CLUB