General Terms & Conditions

In the interest of readability, Fleurop-Interflora is designated “Fleurop-Interflora” in the following, and the ordering party is designated ‘the customer’.

 

Flowers

Flowers are seasonal products. Consequently, the full selection is not always available, either at the retail florists or in the Fleurop-Interflora web shop.

The bouquets displayed online are appropriate to the season.

Please note that Fleurop-Interflora cannot guarantee the displayed flowers will always be available at every Fleurop-Interflora partner shop throughout the country, especially if ordered at short notice. A Fleurop-Interflora bouquet may therefore differ slightly from the displayed image. However, customers can be sure that every bouquet is a floral arrangement composed just prior to delivery at one of the Fleurop-Interflora partner shops, with every effort made to match the character and colors of the online image.

 

Substitutions

If a florist Partner is unable to fill an order for the requested flowers or plants, a proper substitution is allowed, as far as the full value is respected and Fleurop-Interflora will inform the Customer accordingly.

 

Prices

Flower prices are by nature subject to seasonal and regional fluctuations.

Some products are offered in various price categories. In these cases, the price of the product in the image is stated (as shown). If a higher or lower category is selected, the size of the bouquet changes accordingly, although the scheme and colors of the bouquet remain the same. The same rule is applied if the customer chooses a free amount (always above the value of the higher item’s size available).

For all orders Fleurop-Interflora applies a 10€ service charge.

 

Special Requests

Fruit or candy or any kind of gift (not included in the catalogue under such category), are special requests subject to acceptance by the Florist Partner. Fleurop-Interflora will warn the customer in advance of limitations of successfully executing such Orders and shall request a second choice of a floral item on such Special Request Orders.

Legal restrictions on the sale of alcohol (protection of minors or country laws restrictions).

 

General delivery information

Fleurop Interflora can deliver your order within hours to more than 142 countries of our worldwide network. The following local aspects shall be taken into consideration:

• Deliveries on weekends and public holidays are not guaranteed
• Time zone difference
• Same day delivery:  Business hours as well as the local time of the destination country will condition all ‘same day’ delivery guarantee.   
• Deliveries to Campgrounds, military bases, boats, seaports or airports are not guaranteed.

• Deliveries to or arriving and departing ships and airplanes etc. are not accepted.

There are addresses in other countries which we cannot serve, or for which we must charge extra for delivery (remote location, etc.). If your order should, very unfortunately, be for one of these, our Customer Service will contact you as soon as possible by e-mail or telephone.

The customer will be informed on time whether to agree or not on the extra charge. In case the Customer agrees with the extra charge, then Customer must confirm the agreement by email and then accept the charge, using the same payment method used when placing the purchase, before 1pm local destination time of the delivery date.

Special terms of delivery apply for individual remote locations and for locations that can only be reached by public transport (e. g. mountain railway, ferry service) or courier | parcel delivery. Consequently, in these rare cases Fleurop-Interflora cannot guarantee that every delivery can be made fully as requested. In such cases, Customer Service will of course notify the customer as promptly as possible.

The Florist Partner will always make the best efforts to enable the delivery to be made.

The Fleurop-Interflora on behalf of the Florist partner has the right to hold and order if no prior contact with the recipient is made to avoid any product loss, additional costs or issues. Distances, weather and safety conditions might be taken into consideration to ensure successful delivery of the item in the best fresh conditions.

 

Order Details

It is in the customer’s interest to make sure the specified delivery address and telephone numbers are correct and complete. Fleurop - Interflora cannot assume any responsibility for delayed or failed deliveries due to incorrect or incomplete addresses.

The Customer must provide the complete Recipient’s name and details:

• Physical address (no P.O. Box) including street name, house number, city and zip / post code, country
• A local telephone number and if possible, the e-mail address.
• Order Instructions (if required)

The Customer has the option of specifying any relevant instruction on Order Instructions such as:

• may be left with a third party (e. g.staff, reception desk) **
• may be left at neighbor **
• may be left outside the recipient's front door **
• should be kept for collection within 2 days at the Fleurop-Interflora partner shop
• call prior delivery

** For these requests  the Customer is responsible, if this possibility has been chosen by him, meaning the Customer takes the risk.

If a second delivery has to be made outside of the original delivery area, the additional costs (maximum amount: order value) may be charged to the customer, prior notification and consequent Customer’s agreement.

If the bouquet cannot be delivered because of a longer absence of the recipient, the costs may be charged to the customer (maximum charge: order value).

Any financial loss suffered by the florist due to the failure of the Sender to provide accurate information will be debited to the customer.

The customer must be  prepared to accept any possible losses if it can be evidenced that incorrect delivery or non-delivery is not the fault of the Executing Florist.

 

Card Text

We will take over your greeting text one-to-one. The recipient will only see what you have entered in the "Card text" field on the greeting card. Please do not forget your name, otherwise the recipient will not know who to thank.

Card messages are to be limited to 255 characters (extra characters will be automatically cut off from the text).

The texts supplied by the customers will be used by Fleurop-Interflora and the Fleurop-Interflora partner shops exclusively for the order fulfilment process.

The data supplied by customers are processed in an automated technical process with no preliminary manual inspection and correction by Fleurop-Interflora.

Fleurop-Interflora and the Fleurop-Interflora partner shops are entitled, but not obliged, to examine the texts supplied by the customers for legal compliance. If Fleurop-Interflora or the Fleurop-Interflora partner shop should decide that the content infringes applicable law regarding any illegal content or incitement to criminal acts, Fleurop-Interflora and/or the Fleurop-Interflora partner shop shall be entitled to delete or block such content with prior notice.

 

Order Confirmation

The Customer must provide also his / her name and a valid contact phone number (including the country code) as well as an email address to send all pertinent notification regarding the order.

Shortly after placing an online order, every customer will be sent an order confirmation e-mail containing the order number, information on the product purchased, price, delivery date and the addresses of the customer and the recipient of the floral gift.

Once delivery has been made, the customer will receive automatic delivery confirmation by e-mail or, if delivery is still pending, a delivery status notice.

Customers who receive neither an order nor a delivery confirmation are kindly requested to please check the spam folder. If the delivery confirmation is still missing, then please contact our Customer Care team at: custserv@fleurop.com

Fleurop-Interflora cannot accept liability for loss or damage arising from the ordering party's failure to provide the correct e-mail address or contact phone number, or if the order and delivery confirmation e-mails were not received for other reasons (spam filter, full mailbox, etc.). Fleurop-Interflora may charge the customer for resultant multiple orders and incorrect deliveries.

 

Deliveries to third parties

For orders to be delivered to hospitals, military installations, hotels requiring third party deliveries cannot be guaranteed personally to the recipient but only to the reception desk. Even so, the following points must be taken into consideration:

Deliveries to hospitals:

• Ward and room numbers are required.
• Some hospitals have rules about deliveries of flowers to their premises. Generally speaking, only bouquets can be delivered and not arrangements with earth or floral foam. If you have selected a product of the latter type, the florist partner will deliver a bouquet in the desired colors and up to value paid and notify us so that Fleurop-Interflora can inform the customer accordingly.

For hotel deliveries:

• The guest’s name and room number if possible, or the name under which the room is booked. Please take into consideration that hotels will in any case provide personal data on the phone to the Florist partner. Also, hotel’s front desk staff or concierge usually won’t accept any flowers or gift to someone whose name won’t be registered as a guest.
• The Florist Partner will not proceed without previous contact with such a third party in advance.

 

Recipient not at home

As mentioned above under GENERAL DELIVERY NOTES:

“The Florist Partner will always undertake best efforts to enable the delivery to be made.

The Fleurop-Interflora on behalf of the Florist partner has the right to hold and order if no prior contact with the recipient is made to avoid any product loss, additional costs or issues. Distances, weather and safety conditions might be taken into consideration to ensure successful delivery of the item in the best fresh conditions. “

Nevertheless, and depending on the local customs of the destination country, if the recipient is not present at the specified address when delivery is to be made, the florist partner will leave an attempted delivery note or a ‘calling card’ asking the recipient to contact the Floris Partner upon their return.

When the recipient contacts the Florist Partner, a second delivery attempt should be made without additional costs.

If the florist is unable to deliver the flowers and unable to reach the recipient within 24 hours after the first attempt of delivery, the florist will inform us of the non-delivery to notify the Customer by email.

 

Right of information

If the recipient cannot see or cannot read the sender's details on a delivery of flowers, they can request information about them from Fleurop-Interflora or from the delivery florist. Subject to the requester providing clear identification, they will be informed of the name and location of the person or organization making the gift. No additional information will be disclosed.

 

No acceptance of the item by the recipient

In case the recipient (personally) does not accept to receive the order, the full order amount will be at Customer’s own risk.

 

Time of delivery

Except for Funerals and Weddings orders, delivery at a fixed time is not guaranteed (see corresponding section below for additional information regarding hose particular occasions) .

Deliveries are only attempted and guaranteed during the regular business hours of the flower shops, according to their local customs.

Please ask our Customer Service custserv@fleurop.com if a specific time of delivery is requested, and our team will try its best.

 

Exceptions

Orders received within 24 hours before the major gifting holidays or peak periods and special high order volume dates (Christmas, Easter, Valentine’s and Mother’s Day) and on the holiday itself must be considered “open Orders”. Fleurop-Interflora will inform the customer that the Florist Partner cannot guarantee exact and timely delivery of the order and/or can substitute the order for full value with something appropriate for the holiday. (This ‘Open Order Rule’ does not apply to funeral Orders)

 

14th February - Valentine's Day

Due to the high order volume, orders for Valentine's Day, particularly to business addresses, may exceptionally be delivered early or after Valentine's Day, subject to fresh flower availability.
When Valentine's Day falls on a Sunday, delivery of orders for 14th February may be made on the preceding Saturday (13th February) or the following working day. Fleurop-Interflora is thus able to guarantee efficient execution of all Valentine's Day orders also in these exceptional years.

 

8th March - Women’s Day

Due to the high order volume, orders for Women's Day, particularly to business addresses, may exceptionally be delivered early or after Women's Day, subject to fresh flower availability.
When Women's Day falls on a Sunday, delivery of orders for 8th March may be made on the preceding Saturday (7th March) or the following working day. Fleurop-Interflora is thus able to guarantee efficient execution of all Women's Day orders also in these exceptional years.

 

Mother’s Day

Orders for Mother's Day are generally delivered on the Saturday before Mother's Day. Orders placed at short notice may be delivered on the Monday after.
 

Funeral Orders

The customer must provide the following details:

• The name of the recipient, a relative who to contact to arrange the delivery.
• A valid local contact phone number of the recipient, a relative, or of the third party (such as the funeral home).
• Exact address where the ceremony will take place (funeral home, cemetery, etc.).
• Name of the deceased and the time of the ceremony by filling in the Order Instructions field (at the check-out or Chart step).

 

The Florist Partner will not proceed without prior contact with the recipient, relative or such third party in advance to ensure a smooth delivery.

Deliveries to the grave can be only processed under request and will be subject upon local culture and compound restrictions or policies.

 

Subsequent order changes or cancellations

Any modification in the order details (delivery date, item, card text, etc.) should be notified to our Customer Care Team before 24h or 1 working day before the delivery date requested when placing the order by email to custserv@fleurop.com or leave a message with your details and order number on our voicemail box phone (+34910059708 | 1-888-630 4438 Toll Free US | Monday to Friday 8,30 - 17,30h CET | Saturday 9-12h CET

Changes/cancellations after the order has been placed may be made up to 1 business day prior to the delivery date.

 

Claims

For every claim received, Fleurop-Interflora Customer Care team will shall undertake best efforts to find the quickest and most suitable resolutions.

 

Non delivery | Late delivery | Early delivery

The complaint should be sent within 2 weeks  from the stated delivery date to the following email  custserv@fleurop.com .

 

Poor quality  (freshness of the product)

The complaint should be sent within 1 day from the delivery day, by sending a picture of the item in its whole size to the following emailcustserv@fleurop.com .

 

Wrong item | Item missed or Item not up to value | Missing or incomplete card message

The complaint should be sent within 2 days from the delivery day, by sending a picture of the item in its whole size to the following email custserv@fleurop.com .

In case of wrong item or not up to value, the picture must show the item(s) as delivered, and still with the wrapping.