I am not happy with the bouquet. What should I do?
Write to us at [email protected] within 24 hours of delivery and attach at least one photograph of what was received. We will look at the case and come back to you with a proposal. (see clause 5.3 of the Terms)
Why do you need a photograph?
Because flowers are perishable and their condition cannot be established later. A photograph lets us assess the case immediately and reply the same day, instead of exchanging descriptions.
Can I return the flowers within 14 days, as with other online purchases?
No. The 14-day right of withdrawal for online purchases does not apply to our products, for two separate reasons: bouquets are made to your order once it has been placed, and flowers are goods that deteriorate rapidly (art. 57(3) and 57(4) of the Consumer Protection Act).
That is why we offer the shorter 24-hour window instead — in practice more useful, because the claim is assessed while the product can still be judged. (see clause 5.1 of the Terms)
What compensation can I expect?
Depending on the case, a partial or a full refund of what you paid. With a full refund our courier collects the delivered product from the recipient.
When will I get my money back?
The agreed amount is released within 24 hours of our agreeing it. We refund by the same means you paid; how quickly it arrives depends on your bank.
Can I cancel an order before it is delivered?
Yes, without giving a reason, up to 24 hours before the delivery date. Everything you paid is refunded in full. Write to us at [email protected].(see clauses 1.9 and 5.2 of the Terms)
My order was not delivered on the date I chose.
If that is down to us, you are entitled to a full refund or to a new date of your choosing. Write to us and we will settle it the same day. (see clause 5.7 of the Terms)