Terms of purchase
AT THE TIME OF PURCHASE THE BUYER ACCEPTS ALL THE TERMS AND CONDITION OF SALE
Our goal is your complete satisfaction. We understand what it means to send flowers to a loved one, relatives, friends and people dear to us, that live nearby or far away, and we know how important it is to be on time with the delivery of fresh and quality flowers along with being professional and friendly that only FloraExpress can give you with all of its points of sale throughout Italy and all around the world.
Therefore if for any reason the recipient of the flowers should not be satisfied with the floral gift received, we invite you to get in touch with our office and let us know, so that we can always offer a fast and efficient service.
To be able to give you the best possible service you should take in consideration some basic conditions:
A) Correct address
It's important to provide us with all the right information about the place of the delivery and especially an active phone number in the absence of which FloraExpress does not assume any liability for a missing or late delivery.
B) Product and images
Product images are indicative only and always depict the average size of the floral gift. Vases and any other item are not included unless explicitly stated. The photos are a generic representation of the product which, being manufactured by several florists, with taste, style and personal experiences, can vary from place to place. Each flower arrangement is therefore unique and handmade, so there will never be two identical ones. Nevertheless our greatest commitment is to ensure that the ordered gift is as close as possible to the picture and the description. The roses will never be replaced with other flowers or floral products without asking for your confirmation beforehand. In some cases, the local florist may not have the ordered items in the shop, so there will be an accurate substitution with an item of equal or greater value than the one you ordered. Our policy is always aimed at satisfying the customer and to keep the value of the chosen product.
C) Flowers: exceptions about the chosen product.
Considering the fresh flowers or plants nature of the product, sometimes it may be partially or completely unavailable at the time of purchase. In this case we will deliver a floral arrangement of the same amount trying to preserve the colours and the occasion of delivery of the product as much as possible (e.g. a funeral bouquet will be never sent as replacement for a festive event like a birthday or a wedding).
The customer accepts these conditions, in the alternative they should ask and make sure in advance that the chosen product is available in that location, otherwise what is written in "exceptions about the chosen product" will be valid, and no request for a partial or full refund can be issued.
D) Delivery of cakes, sweets and fresh products: Conditions and exceptions.
All the cakes, sweets and fresh gifts are made before the delivery by our affiliated pastry chefs.
In some rare cases, due to the peculiar nature of our service and our fresh products, it is possible that at the time of the delivery, for some reason, the cake, desserts or fresh product selected is not available in the exact same taste (e.g. chocolate, nutella, cream). In this case FloraExpress will replace the product with another currently available one of the same amount and type (e.g. a cake will never replaced by assorted sweets) without giving any notice.
The customer accepts these conditions, in the alternative they should ask in advance if the chosen product is available in that location, otherwise what is written in "Conditions and exceptions" will be valid and no request for a partial or full refund can be issued.
FloraExpress can deliver cakes, sweets and freshly made gifts even on the same day. However, it is preferable that orders of these products to arrive a few days in advance, so we can best satisfy your request.
E) Time of delivery
Several delivery options are available.
Working day delivery: delivery costs are already included in the price, in this case delivery will take place from 10 a.m. to 9 p.m. without time constraints.
Morning: paid option that allows deliveries from 10 a.m. to 2:30 p.m.
Afternoon: paid option that allows deliveries from 4 p.m. to 9 p.m..
Urgent delivery: paid option that allows deliveries within 2 hours.
Specific time delivery: paid option that allows deliveries at a specific time.
Out of hours: paid option that allows deliveries outside regular store hours, from 9 p.m. to midnight and from 7 a.m. to 9 a.m.
F) Deliveries outside of Italy
All orders to be delivered outside of Italy should reach FloraExpress at least 24 hours in advance, sometimes even 48 hours depending on the selected country. We recommend contacting us for more information.
G) Special occasions and public holidays
In general, it's always better to place the order 2-3 days in advance of festive days. In any case we will accept orders as long as we are able to dispatch them properly. However, on special occasions, we can not guarantee a timely delivery for orders received at the very last minute, but we will still make the delivery as soon as possible. In the most important public holidays, deliveries are made throughout the day without any time constraints. It's still in our interest to try to meet your requests as much as possible.
In particular, for the following dates:
Valentine's Day: In general it is preferable to place the order a few days in advance because, due the high volume of orders, orders may be blocked if made at the last moment. Last minute orders may be dispatched the following day or even after 2 days.
N.B. (specifically): On February 14, Valentine's Day, the conditions can vary in real time depending on traffic, and the instant messages displayed in the step 1 at the time of purchase will inform the user of any disservice. The user can then decide whether to go on with the checkout.
Women's Day: It is preferable to place the order a few days in advance, since at a certain point, due to high number of requests, orders may be blocked if made at the last moment. For last moment orders the delivery will be made on the working day following March 8.
Mother's Day: It is preferable to place the order a few days in advance; since Mother's Day is always on Saturday, in some special cases, flowers may be delivered Saturday evening.
For last minute orders, the "urgent delivery" option is available even on Sunday.
Christmas and New Year's day: In general all deliveries are made 1-2 days before December 25 or January 1. For last minute orders, the delivery will be made on the first working day after December 25 or January 1.
Public holidays: If the delivery date coincides with a public holiday in the country of destination, and our local florist is closed, the floral gift will be sent on the first available date, even if FloraExpress will do everything to meet the requested delivery date, even contact florists from nearby cities.
Closing days: The weekly closing day of most florists is Monday, but it may be any day of the week. We can not list the rest periods of every florist; therefore if the day you chose happens to be the florist's closing day, the delivery will be postponed to the next day.
H) IMPORTANT: If you need to send flowers at a specific time, please try to contact our staff first to make sure that your request is possible. All of our efforts will be aimed to meet your request.
I) Deliveries to hospitals, hotels, ports, airports, ships and offices
For deliveries to hospitals, hotels and offices to go smoothly, it is necessary to enter the telephone number of the hospital, hotel or company, as well as that of the recipient.
In the case of hospitals, the room number is essential too.
In the case of hotels and Bed and Breakfasts, the room number should be entered as well. Flowers are often left at the reception since not all hotels allow to place the flowers directly in the rooms.
In the case of airports and ships, it is often impossible to go inside to make the delivery; in this case, the recipient will be told to go outside and pick the flowers at the entrance.
In the case of the churches and mortuaries, it is essential to specify the time and place of the funeral accurately.
FloraExpress will send your floral gift in accordance with the procedures and regulations of the facility of destination, so it can't be held responsible if some of these procedures prevent the smooth completion of the delivery. In fact, many hospitals do not allow the florists to deliver flowers personally to a patient's room.
FloraExpress will not give any refund if the delivery fails due to any regulations imposed by the facility of destination.
L) Cancellation and variation of an order
If you wish to cancel an order or change the type of a bouquet, plant or fresh product, since the products on sale are perishable goods tailor-made for each customer that cannot be reshipped, and due to the orders beings processed right after the payment confirmation, the refund or variation is only granted if the request is made within 2 hours from when the payment is received. However in some cases, if the order has not already been processed, FloraExpress may decide to cancel or change the order even after 2 hours. In this case FloraExpress may retain 30% of the amount paid for management expenses.
M) Double orders
If you accidentally place 2 identical orders, one of them can be fully refunded, upon your timely request, if it has not already been sent to the recipient. Otherwise no refund can be issued and we will proceed with the delivery of the two products. FloraExpress can not be held responsible for double orders placed by error.
N) Changing an order's details
In general the order's details can be changed by contacting our office within 2 hours after placing the order or until it is possible to satisfy this request.
In case of misinformation, FloraExpress is not responsible for any problems that may occur during the delivery. In any case, we will always try to help you however we can; if the address is wrong we will try to contact you to have more information, but we can not be held responsible if it is not possible to reach you by phone.
We will try to redeliver in the same day and in some cases in the following day depending on availability, but this depends on the newly provided address. In some rare cases, you will have to pay at least the cost for the new delivery, otherwise in case the address is completely different from the previous one, the order will be considered properly fulfilled.
O) Integration request
In very rare cases we may be obliged to contact you for an integration request in order to successfully deliver the flowers. Our website has standard prices calculated by doing a national average. However, rare circumstances may make it difficult to make the delivery in certain places or situations, and it may be necessary to ask you for a price integration if:
- The delivery address of the order is a remote location and the florist requires extra delivery costs for the long distance.
- Certain items are out of stock and need to be replaced with significantly more expensive ones.
- Market prices have risen considerably due to special events or occasions
- For other valid reasons the delivery can not be made at the regular selling price
In any case we will contact you promptly with an integration request. If you do not want to perform the integration we will proceed to a full refund of the order.
P) Wrong credit card details
If you provide us with inaccurate credit card details, we will immediately contact you to get the correct data before proceeding with the order. In any case FloraExpress is not responsible for any problems that may arise as a result of inaccurate or incorrect data supplied by the customer.
Q) Other cases in which FloraExpress is not responsible
- Bad preservation of flowers or plants delivered to an incorrect address supplied by the customer.
- Deterioration of flowers and plants due to a delay in the delivery caused by wrong information supplied by the customer or by a request to deliver a different address than the one entered in the checkout.
- Unsuccessful deliveries when the recipient is not present at the address provided by the customer and is unreachable.
- If in case of a wrong address or unavailability of the recipient, the sender does not promptly provide us an alternate address.
- If weather conditions (snow, flooded roads) don't allow driving.
R) Terms of sale for deliveries abroad
- For deliveries abroad, our company relies on third party agencies for the delivery to the recipient. Therefore, unlike deliveries in Italy, often, depending on the availability, the chosen bouquet can vary in both form and color from the one in the picture. The buyer is aware of this regulation. FloraExpress will make every effort to deliver a bouquet as similar as possible to the one in the picture.
- The delivery date and time to foreign countries cannot be guaranteed due the distance and our collaboration with third party agencies for the flower delivery. Generally the delivery date is respected, but FloraExpress could deliver the flowers within 4 working days from the date of the order; this cannot authorize the customer to issue a refund. The buyer is aware of this regulation and accepts this condition. FloraExpress will do everything to meet the time of delivery even abroad.
- All additional gifts like chocolates, vases, plushies are indicative only for deliveries abroad due to the nature and the diversity of existing and available products in each continent or country. FloraExpress will not change the type of product you choose, (a box of chocolates will always be a box of chocolates), but the product sent will not have the same color, shape and brand as the one in the picture. The buyer is aware of this regulation.
Regular delivery hours: in Italy from 9 a.m. to 8 p.m.
S) Urgent deliveries
Urgent deliveries ensure the delivery from 1 to 2 hours after receiving the payment.
However this time is relative to the opening time of our stores, which may vary for each city. Typically the opening hours are from 9 a.m. to 1 p.m. and from 3 p.m. to 7 p.m.
On holidays and days before holidays, we guarantee urgent deliveries from 1 to 3 hours.
We don't make urgent deliveries on Sundays.
The user accepts these conditions for the urgent delivery service.
T) Specific time delivery
The specific time delivery option is available throughout the day from 10 a.m. to 7 p.m. and, if chosen on the previous day, before 5 p.m. If you select this option outside of service hours, the order will still be processed as an urgent order and will take priority over the others.
The user accepts these conditions for the specific time delivery service.
U) Claims and Refunds
Claims must be brought to the attention of FloraExpress stating the order's number, the sender's information, and by providing clear pictures that highlight what is wrong in the delivered product. In any event, all complaints must be received by FloraExpress within 12 hours of the delivery; this is due to the fresh nature of the product, which can undergo changes with the passing of time, therefore all claims received after the mentioned limits will be assessed with reservations.
Full reimbursement can be requested only if the delivery has not taken place due to causes attributable to FloraExpress.
Examples of causes not attributable to us are: incomplete or non-existent address, absence of the recipient, rejection of the flowers by the recipient, inability to contact the recipient, incorrect or non-existent telephone numbers, and so on.
In case the service was not to your liking, you can request a partial refund of 70% of the total amount paid. In this case the flowers and associated gifts must be returned to the florist within 24 hours of the delivery. 30% will be retained for the service as the flowers are fresh, personalized products that perish quickly and are therefore impossible to resell.
V) FloraExpress is freed from any liability and/or damages directly or indirectly caused by the failed delivery of an order.
If your order is not delivered for any reason attributable to us, FloraExpress will be subject exclusively to a full refund of the paid amount, or alternatively to the redelivery of the order at the customer's discretion.
Z) Gift conditions
When a bouquet paired with gifts is bought (necklaces, watches, fashion accessories, etc.), in rare cases the product may be unavailable. In this case, the gift will be replaced by another one of the same brand or of greater value than the chosen one.
The user accepts this condition at the time of purchase.
Z1) Regulations for gifts delivered outside of Italy.
The gifts paired with flowers to be delivered outside of Italy are entrusted to third parties for the express mail delivery, so any delays in the delivery caused by the courier are not attributable to FloraExpress. However, in rare cases, the gift may cause a delay in the delivery.
The buyer accepts these conditions and no claim can be advanced if the delay is due to the third party courier.
Z2) Regulations for local products delivered outside of Italy
Local products or products related to certain holidays available in our site may be unavailable outside of Italy. As a consequence, if same type of product is unavailable in the recipient's country, it will be replaced by another local product of that country or with another gift.
The purchaser accepts these conditions and no claim can be issued.
Z3) Regulations for gifts delivered in Italy
Gifts paired with flowers to be delivered in Italy are entrusted to a courier for the delivery to the respective florist who will deliver the chosen floral gift together with the gift.
Usually the gift is delivered within 2 or 3 working days for islands (thus excluding Saturdays, Sundays, holidays and days before holidays). Should there be delays due to the courier or the weather conditions, they can not be imputable to FloraExpress, so in rare cases the gift may be delivered separately.
The buyer accepts these conditions and no claim can be advanced to FloraExpress for the aforementioned causes.
Orders outside of Italy must be placed at least 48 hours before the delivery.
AT THE TIME OF PURCHASE THE BUYER AGREES TO ALL OF THE AFOREMENTIONED TERMS OF SALE AND ARTICLES.