Conditions of purchase

The delivery fee is £3.90

We have three logistics centres of our own, located in Spain, Germany and Italy. Orders are delivered within 1 to 5 working days from the time they leave our warehouses. We will provide you with a tracking number with which you can check the status of your order in your personal account and on the website of the assigned carrier. The exact time of delivery will always depend on our logistics partners.

Our priority is that every order we receive arrives on time, and we will always do our best to meet the delivery date.

However, there are occasions such as Valentine's Day, Mother's Day or Christmas when there may be setbacks that cause delays.

In the event that we are unable to ship your order on the date you requested, we will deliver it on the first available date we can find.

If your order has not arrived by the date you requested, please contact our customer service team here; so that we can provide you with a solution.

Please note that we do not issue refunds if the order has not arrived for reasons beyond our control, such as the recipient not being at home at the time of delivery.

If delivery could not be made because the chosen day was a local holiday, your order will arrive on the next working day. In this case, it would also not be possible to request a refund or the dispatch of a new product.

During the checkout process, it is very important that you make sure that the delivery address is correct. Do not forget to check all the fields to avoid problems in the delivery of your order.

Please remember that if your bouquet does not arrive at its destination because the address was incorrect, we will not be able to manage any kind of refund or send you a new product.

If you are thinking of sending flowers to a public building, like a hospital, hotel, residence or company, please contact the centre first and find out how they handle this kind of delivery.

We will need you to provide the name and telephone number of the establishment to which you want to send your flowers, along with as many supplementary details as possible.

In the case of a hospital, for example, you should let us know the floor and ward number where the patient is staying. Please note that many hospitals do not allow deliveries in private rooms or ICU.

If you would like to send flowers to someone staying in a hotel, don’t forget to specify the name of the person who made the booking and the room number (if you know it).

We will do everything we can to make sure your bouquet reaches its recipient, but we cannot guarantee delivery if we do not know the delivery reception conditions of the destination. If the delivery cannot be made for one of these reasons, we cannot offer any kind of refund or send any new product.

Although we don’t think anyone would refuse a beautiful bouquet of flowers, if for any reason the recipient does not accept the delivery, we cannot offer any kind of refund or send any new product.

At FloraChic we are committed to authenticity, which is why we prepare our bouquets by hand and select only the freshest flowers. Although we always do our best to ensure that your bouquet is as close as possible to the original photograph of the product, you may notice some variations.

That's the beauty of working with a product that has a life of its own, that each floral arrangement is unique. Even so, we guarantee that all our bouquets respect the same concept and meet the quality you expect from us.

Some of our bouquets may include added products such as a cuddly toy or chocolates. Please note that the picture only shows a visualisation of these products, and that the brand or model we send will depend on the availability of these products. But don't worry, we assure you that they will always be of a similar quality to what you see on our website.

If you receive a product that is slightly different from the original photograph, but which meets the necessary quality standards, we will not be able to process a refund of the order.

When you place an order on our website, please remember that it will only include the products specified in the description.

For example, if you like the vase in the photo but it doesn’t appear in the description, you will have to add it to your order separately.

The photos on our website show the average size of our bouquets, and their composition and shape may vary slightly. Please consult our Substitution Policy if you would like to find out more about this.

According to the provisions of article 103 of Law 3/2014, of 27 March, which amends the revised text of the General Law for the Defence of Consumers and Users, supplies of goods made to the consumer's specifications or clearly personalised, or which, by their nature, cannot be returned or are likely to deteriorate or expire quickly, are exempt from withdrawal.

Your bouquet or plant does not meet the quality you expected? We are very sorry to hear that your experience with us has not been a positive one. Please send us a photograph of the product within 24 hours of receipt so that we can investigate what happened.

We are committed to assessing your case and providing you with a response as soon as possible, but we will need you to send us the photograph within this timeframe. Otherwise, we will not be able to help you or handle your complaint.

You can send us your photograph using the contact form.

If you are not satisfied with any of the non-perishable products you have received, you have up to 14 calendar days to return it together with the invoice and recover the amount of the same, as well as the shipping costs. Remember that this category does not include flowers or plants. As soon as we receive the product we will proceed with the refund in the same payment method you used to make the purchase.

We will need proof of delivery to approve the refund, so we ask you to send the product(s) you wish to return by registered post.

We also recommend that you take out insurance with the delivery service of your choice, so that they can cover the value of the product in the event of an incident. Please note that the costs related to the return of the product will not be included in the refund.

It is very important that the products retain their original packaging as far as possible in order to be able to recover the full amount.

If when you received the order you noticed that the product did not arrive in good condition, please detail this information on the delivery note to the carrier and contact us as soon as possible so that we can take it into account when handling the claim.

If you only want to return one of the items included in the order, we will be able to refund the price of the item, but not the costs associated with sending it to our centre.

Finally, remember that we cannot handle returns of food products, such as chocolates or drinks, if they arrive unsealed. As stated in Art. 103 Point E of the General Law for the Defence of Consumers and Users, the right of withdrawal does not apply to contracts relating to "the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery".

You can pay for your order from our website using a credit or debit card (Mastercard, Visa, Visa Electron, Maestro), PayPal or Amazon Pay.

In this case, you can cancel it, either for a refund with the admin fees (€9.90) deducted, or for a voucher worth 100% the total amount of your order.

If you choose a refund and your currency is not the euro, the payment will be subject to the exchange rate in effect at the time of the transaction. If you prefer a voucher, it will be valid for one year. You can use it on your chosen product, but it cannot be combined with other promotions.

If your order status is ‘Being prepared’, this means that one of our florists has already started work on it, so we cannot make any changes or cancel it.

Occasionally, the florist preparing your order may not have one of the items that appear in the bouquet description in stock, and will need to substitute it with another product. Don’t worry: we guarantee that the substitute will always be of the same or higher value compared to the product you chose.

If, exceptionally, we are forced to substitute the main type of flower in the bouquet, we will contact you first to inform you of this. If we can’t get hold of you, we will proceed with sending the bouquet to avoid any delivery delays. We know that there are some changes that simply can’t be made, so we will never substitute roses with another type of flower without confirming with you first.

Should our florist have no stock of one of the additional products you ordered, We will proceed to send you the order without this product and we will refund you with a voucher for the same price to be used on your next order.

It is possible that our florist may have to make changes to the colour of some flowers, but we assure you that they will always maintain the shade of the bouquet that you see on the website.

Remember that the photograph is a visualisation of the product, so we cannot guarantee that the colour tone will be exactly the same as the one shown in the image. For example, a pink bouquet may have a paler shade or a more intense shade, but it will always be pink.

If we have no choice but to make a more extreme colour change, we will contact you first to inform you and ask for your approval. If we do not get your approval, we will proceed with the colour substitution to avoid your order arriving late.

We try to fulfil our customers’ special requests in all cases, but this is not always possible. Please note that our inability to fulfil a special request does not give you the right to a refund.

The Agreements (and any non-contractual disputes/claims arising out of or in connection with them) are subject to the laws of Spain, without regard to choice or conflicts of law principles.
Further, you and Florachic agree to the jurisdiction of Spain to resolve any dispute, claim, or controversy that relates to or arises in connection with the Agreements (and any non-contractual disputes/claims relating to or arising in connection with them) and is not subject to mandatory arbitration.