You will find the online store's purchase conditions: characteristics and possible variations of the handcrafted products, ordering process and delivery regulations.
This section details the conditions and criteria applicable to the acceptance or rejection of returns.
This section describes the return conditions applicable to purchases made in the online store, as well as the corresponding procedure and deadlines.
PURCHASE CONDITIONS (ONLINE STORE)
1. Purpose and Scope
These conditions govern exclusively the purchase of products made through the website www.floralqueria.com (hereinafter, the “Website”). Purchases in the physical store are governed by applicable regulations and the information provided at the establishment.
The products sold are mostly perishable goods (cut flowers, natural floral arrangements, and, where applicable, plants).
2. Products, Availability, and Handmade Nature
The floral arrangements, bouquets, centerpieces, and compositions are handmade using natural products. The images and descriptions on the Website are for illustrative purposes only. Due to the nature of the product (variety, seasonality, size, degree of openness, available tones and greenery), the final result may present reasonable variations without this implying a lack of conformity.
A discrepancy will only be considered a relevant issue when the delivered product differs substantially from the one purchased (for example, a difference exceeding 80% compared to the product shown/selected), without prejudice to the consumer's rights under applicable regulations.
3. Substitutions (flowers, greenery, and wrapping)
Due to seasonality or availability, it may be necessary to substitute some flowers, greenery, or elements of the arrangement. In such cases, the substitution will be made with a product of equal or greater value, maintaining, as far as possible, the harmony, style, shape, and tone of the arrangement.
These substitutions, as well as variations in wrapping/packaging due to stock availability, do not constitute grounds for a claim.
4. Purchase Process and Communications
The Buyer may place the order through the Website. The Buyer will receive email communications related to the order status (for example, confirmation and process updates).
5. Prices, Taxes, and Payment
Prices are displayed on the Website and include applicable taxes, unless otherwise indicated. Payment is made using the methods enabled during the purchase process.
6. DELIVERY/SHIPPING CONDITIONS
a. Delivery and Collection Options
The Buyer may choose:
In-store collection (Physical Store).
Home delivery via our own delivery service and/or a courier service contracted by the florist.
b. Delivery Times, Dates, and Time Slots
Same-day delivery: available if the order is placed before 11:00 a.m. (local time), subject to limitations due to capacity, promotional campaigns, or operational circumstances.
Typical Delivery Times (Approximate):
Monday to Friday: 9:45 AM–1:30 PM and 5:00 PM–8:00 PM
Saturday: 9:45 AM–1:30 PM
Saturday afternoons, Sundays, and holidays: Closed
During promotional periods (e.g., Valentine's Day, Mother's Day, or other special dates), delivery times and procedures may be modified to adapt to demand and service needs. This will be communicated on the website and/or during the checkout process, as applicable.
The selected time slot is a delivery preference. An exact delivery time is not guaranteed, especially due to unforeseen circumstances (traffic, road closures, access restrictions, weather conditions, logistical issues, etc.).
c. Failed Delivery and Alternatives
Each order includes one (1) delivery attempt. If the recipient is unavailable or delivery is not possible due to reasons beyond the florist's control (incorrect information, absence, inaccessibility, etc.), the following options may be considered:
a second attempt may be made, with the possibility of requesting payment of the corresponding additional cost; and/or
with the consent of the Buyer and/or the Recipient, delivery may be made to a doorman, concierge, neighbor, or a reasonable alternative location within the same town; and/or
the order may be made available for in-store pickup if the first delivery attempt has already been made.
To avoid any issues, the florist may contact the Recipient in advance to coordinate delivery.
Cancellations / Order rejection.
1. Given the perishable nature and personalized preparation of the products, cancellations will only be accepted when the order has not yet been prepared.
As a general rule, cancellations must be requested at least 24 hours before the scheduled delivery/collection date. Once the product preparation, handling, or shipping process has begun, cancellations will not be possible.
2. Rejection of the order by the recipient
Should the Recipient refuse delivery of the order for any reason, the Buyer will be notified as soon as possible. Given the perishable nature of the products, the Buyer may choose to:
a) Reassign the delivery to another recipient and/or address within the service area (additional delivery costs may apply, where applicable), or
b) Pick up the order in store.
In both cases, the Buyer must indicate their choice and arrange the alternative within a maximum of 48 hours from the time of notification. After this period, if no instructions have been given, and due to the perishable nature of the product, its condition cannot be guaranteed and no refund will be issued, except in cases legally required.
Returns (Online Store)
1. Returns, Cancellations, and Refunds
Due to the perishable nature of the goods and/or those made to the consumer's specifications, the right of withdrawal does not apply under consumer protection regulations, except in legally permissible cases. (TRLGDCU: Royal Legislative Decree 1/2007, of November 16, and provisions on withdrawal and its exceptions for goods that may deteriorate or expire rapidly).
If the product has an issue (for example, significant damage, crushing, breakage, severe deterioration, or an unsuitable condition upon receipt), the Buyer must:
Contact the florist immediately upon delivery if the delivery is made by an agency or third party, by calling +34 961 102 040, and/or writing to floralqueria@live.com; and
In any case, report the issue within a maximum of 24 hours from delivery, providing photographs.
When delivery is made by a courier or third party, if a delivery note is provided or a signature is required, the recipient/buyer must indicate the issue on the document itself, in the comments section (for example: “damaged package,” “crushed flowers,” “product in poor condition”), whenever possible.
Once the issue has been verified, the florist may offer, as appropriate:
a replacement/exchange with the same product purchased (or the closest possible equivalent if it is not immediately available), and/or
a full or partial refund, where applicable.
In exceptional cases where the physical return of the product is necessary, the costs of collection/return and/or reshipment will be borne by the user/buyer when the issue is not attributable to the florist (for example, incorrect information provided, recipient's absence, order refusal, or causes unrelated to the product). When the issue is attributable to the florist, these costs will be covered by the florist.
“If a refund is due, it will be issued via the same payment method used for the purchase, unless technically impossible or expressly agreed otherwise. The refund will be processed as quickly as possible; however, the actual crediting time may depend on the bank or payment provider, and may take up to 14 business days to appear in your account.”
Customer service and incidents
For any questions, modifications, or issues, you can contact the florist via:
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Telephone: +34 961 102 040
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Email: floralqueria@live.com
In case of delivery issues caused by an agency/third party, it is recommended to contact them at the time of receipt and include, where possible, photographs and order number.