No returns are allowed!
FLORELLA is not responsible and does not guarantee a refund for cases where our Flowers, chocolates are delivered to the incorrect address provided by the sender.
Unsuccessful deliveries arising from the recipient not being present at the time of delivery at the address provided by the sender or the recipient refusing to accept the delivery.
No returns are allowed! However, in case if a defective or wrong product has been sent, do let us know at the earliest. You can write to us at [email protected] or call us at our what’s app no. +91-9310737389
(10:00 AM-9:00 PM, Monday-Sunday).
In the event that we are unable to supply all or part of your order (the product or any substitute product to you at all), we shall notify you as soon as possible and reimburse your payment. Online refund is credited directly through the mode from which the customer has paid the money within 24 working hours. Once processed by FLORELLA we will refund in 7 to 10 business days to reflect in your account.
We make every effort to ensure that you receive excellent service. If at any time, you experience problems with an order, please let us know at the same time.
Please note, we will not be able to entertain any complaint for the perishable products like fresh flowers, chocolates etc. after 48 hours from the time of delivery.
The acceptance of order is subject to availability of products, delivery areas and time. The order may or may not be accepted. The order might be cancelled after assessing the circumstances and communicated to customer. In such case amount paid by customer is fully refunded to wallet or bank account.
Only one attempt for delivery will be made. Please confirm availability of recipient before choosing delivery time. If recipient is not available at the time of delivery, second attempt will not be made and order will be cancelled. No refund will be made in such case.
The refunds are only initiated once the customer confirms over mail that where the refund has to be done – Wallet or bank account.
Refund will be credited in Wallet on orders which are processing within 48 hours of delivery date
Refunds are processed to your payment method within 15 working days.
Address Change Requests:
Change in the address is permitted free of cost only before 24hours of delivery. Within 24 hours period, before delivery, if address is changed we charge Rs 200/. Sometimes the address change request cannot be accepted; in that case order will not be refunded or cancelled.
Pin code Requirements:
It is user responsibility to provide correct pin code in the address of delivery. The pin code should map to the correct delivery address. Sometimes address mentioned does not correspond to the pin code of that area.
If pin code entered in the address section is incorrect then following cases arises:
Address entered is of Non-Serviceable area, the order stands cancelled and NO refund will be initiated – The system checks pin code for delivery verification and may accept order when pin code entered is of serviceable area and address is not.
If our team contacts you regarding wrong pin in address, and you want to get delivery done to new pin code, the charges of the newly added pin code will apply. The order cannot be cancelled and refunded in case you do not wish to pay for correct pin code’s charges.
Important Points:
The products and services displayed are our best offerings and we put in our 100% effort to deliver high quality similar products and services. These terms and conditions are put across to avoid any possible conflict. All products listed on the website, their descriptions, and their prices are subject to change, time to time according to the various conditions prevailing in the market.
Orders are accepted and delivered in TIME SLOTS which are available in your selected city. All requests are processed with reference to time slot of your order.
For midnight orders, delivery could be made anytime between 11:00 PM to 12:30 AM. In case of remote locations/small towns it can be made from 10PM to 12:30 AM
FLORELLA reserves the right, to modify, suspend, or discontinue the sale of any product or services with or without prior notice at any time.
The product specifications (weight, size, Colour etc.) mentioned with the product photos displayed is only approximate and indicative. There may be a slight variation in the pictures and the products delivered.
The acceptance of order is subject to availability of products, delivery areas and time. The order may or may not be accepted. The order might be cancelled after assessing the circumstances and communicated to customer. In such case amount paid is fully refunded.
In case we detect fraudulent behavior, we are liable to cancel the order at our discretion and we will not be refund money in such cases.
If the duplicate orders with the similar details are placed, we will try to contact the customer, and in case of no response from the customer, we will process both the order. Any argument raised after that will not be entertained.
There is no guarantee of delivery of the products in the time slots mentioned on website in case of midnight delivery on special occasions like New Year, Christmas, Valentine Day, Mother’s Day etc. The orders will be processed and delivered up to 52 hours of requested date and time slot of order.
There is no cancellation for orders placed under the ‘Same Day Delivery’ category.
Only one attempt for delivery will be made. Please confirm availability of recipient before choosing delivery time. If recipient is not available at the time of delivery, second attempt will not be made and order will be cancelled. No refund will be made in such case.
For Rescheduling order:
You need to inform us at-least 24 hours before delivery date. Recipient should check the order before signing the receipt, If found damaged, recipient should refuse to accept the order and delivery person will return with a replacement. Kindly allow a minimum of 6 hours for the replacement.
Execution of the order will be considered successful and complete in cases like Wrong Address mentioned by sender, premises where delivery has to be made is locked, recipient of order is not available, and recipient has refused to receive the order due to personal reasons ( NOT due to products or services of FLORELLA).
Execution of the order will be considered successful and complete in case of permission not granted to our delivery executive to enter the delivery location. For example the orders where delivery locations are premises like hospitals, Govt. agencies, Societies, resorts hotels, any personal or public property, etc. and the recipient number is not reachable.
Delivery timings, if promised cannot be guaranteed in case of special circumstances like extreme weather conditions, riots, strikes, elections, during rush days like Valentine’s Day, Mother’s Day, Rakshabandhan, New Year Eve etc. The order cancellation would not be possible in such circumstances and order will be executed on the consecutive days.
In case you feel that the product received does not meet your expectations, you must bring it to the notice of our customer service within 4 hours of receiving the product.
Our Customer Support Team after looking into your complaint will take an appropriate decision.