Frequent questions.
Consult the most common questions that other users have asked us on some occasion. If you do not find what you may need, do not hesitate to contact us either by phone or email
PROCESSING OF THE ORDER.
Questions when processing and finalizing the order.
Delivery questions.
Questions about changes in the destination, telephone, etc.
Photo Requests, Etc.
Sol·licituds de Factures, tipus de pagaments, etc.
When you finish processing the order, the option to print it will appear on the screen, and you will also receive the email that provided the status of your order.
In the Email we indicate the following:
- Payment Status -
If it says PAYMENT WAITING this will not have been done correctly
(See the reasons in another question in this FAQ).
If it says PAID, you have made the payment correctly.
Note:If in the first Email the payment status isAWAITING PAYMENT.When you make the payment correctly you will receive a new one with header"ORDER STATUS CHANGE"It will reflect the payment status as "PAID".
- Compliance Status -
In this section of the Email you are informed in which process your order is.
It will say AWAITING PROCESSING. This means that we have received your order but have not yet viewed or reviewed it.
Example: (You place the order at 1:00 in the morning and we will not see it until 9:30 in the morning, that is when Let's see it because it's our usual working hours).
When we have correctly checked that all the information provided by you is correct, made the payment correctly, the delivery information is correct, etc., we will proceed to place your order IN PROCESS.It will arrive by email with the heading "NEW ORDER STATUS: IN PROCESS", which reflects the latest status of your order with its data.
The first thing is to verify with your bank that no charge has been made and because it was reflected in your account they will perfectly explain the case and the reason for the error.
If the order has not been placed, why is the charge reflected in my account?
Usually this happens because the amount of the transaction is temporarily withheld until the transaction is carried out, if this transaction is correct it is definitively deducted from your account, but if the transaction is incorrect due to an error Visa, Mastercar, etc. temporarily retains the amount of the order for security, this amount will be returned to your account automatically, but if you want to be calmer, check with your bank and they will inform you in much more detail. This regulation is foreign to us and is a practice carried out by all Banks for their security.
You can contact us for more information on the status of your payment if it has been reflected in our system. Here.
In general, with the exception of days such as Mother's Day, Valentine's Day and campaigns with a high volume of deliveries, when we make the delivery at the destination from our mobile phone application, we proceed to place your order in status SENT, this automatically generates an email that will be sent with the subject "CHANGE IN YOUR ORDER STATUS" where you will see your order status that you will put "SENT". This email confirms that your order has been correctly delivered to the destination.
There are three delivery options for the order on the day I select.
INDIFFERENT: We will make the delivery in our divided distribution schedule, well from 9:30 a.m. at 1:30 p.m. and 5:00 p.m. to 8:00 p.m.
MORNING: 9:30 a.m. at 1:30 p.m.
AFTERNOON: 5:00 p.m. at 8:00 p.m.
Your order will be delivered in the slot you have selected. Delivery at a specific time is not guaranteed because, as you understand, it is impossible for us for reasons normally like these. (Traffic volume in the city, number of deliveries on the route, etc.).
Yes, you can write us a comment in OBSERVATIONS FOR THE FLORIST when you process your order, indicating if we can make the delivery before an hour that you specify for the reason that you think is necessary.
If we can, we will try to make the delivery before the time you indicate in order to make the delivery correctly, but we cannot guarantee it 100%. We like to be transparent and clear it up to avoid future confusion.
EXAMPLE:
If you set a delivery date and later want to change the day, you can contact us either by phone or email requesting the change, indicating your order number and recipient.
Initially there would be no change problem, as long as the new date coincides with a work date, that is, the physical store is not closed.
If you want to change the delivery address of the order you have to take these factors into consideration.
That the order has not already been delivered.
Notify us 24 hours in advance. sooner if possible.
If we have to make the delivery with our means to the new destination, keep in mind that the new delivery is within the same delivery area.
Example:
If the previous delivery address coincides with the same city as the new address, there would be no change problems, since they would coincide in the same transport costs.
But if the new delivery address of the order is not the same town and the transport costs are not the same, you would have to contact us beforehand to solve the order.
You can see our (regulations regarding Deliveries at destination) . Where we explain these situations in more detail.
When you place the order you can put a text that we will transfer to a dedication card, either to a free generic card or to a pre-selected one purchased from our website.
You can make text changes under these parameters:
If the card has not yet been physically written / printed, the text change would not be a problem.
If you request the text change after your text has already been written / printed, we can do it again, but we only accept one change per request at no additional cost.
(It may be the case that if you purchased a card from our website and on the second card the same card you requested was not in stock, we would have to choose it according to our best criteria and as close as possible to the one chosen by the customer to replace it with this, not being this reason for claim by the client).
Yes, in general there would be no problem in sending you a photo of the item to be delivered, but please take into account the following information that we provide you.
The articles that we present on our website are handcrafted by us, although it is true that they can vary in their shape as they are made manually because they are made up of flowers and greens that could change depending on the season and their growth form. the composition as a whole, so if you want us to send you a photo of the article you have to take this into account.
The items we offer are handcrafted, they are not static products made by machines with specific measurements and volumes.
Examples: (Shoes, clothes, bottles, etc...).
HOW CAN I REQUEST A PHOTO OF THE ITEM I WANT TO ORDER?
In the purchase process you will have a section where it says
COMMENTS FOR THE FLORIST
Request in this section that you want us to send you a photo of the item that will be delivered to the recipient. . Remember that if you want us to send it to a phone number by Wasaap you will have to put your phone number in that same section, if you do not enter your phone number we will send it to you by email that you provided when placing the order.
WHEN CAN I REQUEST A PHOTO OF THE ITEM THAT WILL BE DELIVERED?.
You will have to request it during the process of processing the order as we have explained previously, if you request it after placing the order it will have to be before the date of the delivery day before being delivered either by phone or by email .
IMPORTANT INFORMATION:
This is an additional but not mandatory service that we offer, that is to say that it is possible that we cannot offer you this service for some reasons and this is not a cause of claim against us.
- If you request this service on the dates of campaigns such as "VALENTINE'S DAY, MOTHER'S DAY, ETC...). We will not be able to offer you this service due to the volume of orders in our store At this time, we feel this but we think it would be better to focus on doing a good floral job.
When you complete an order with us, the system automatically generates an email with the status of your order, in which a pdf file is attached. with the name Order.pdf this file is your invoice where it is specified.
Number and Date of the Invoice.
Our Tax Data.
Your Data provided for the Invoice. (Buyer).
Delivery data.
Customer comments.
Description and price/s of the items purchased.
Shipping Data.
Total price of the invoice with VAT breakdown (% VAT in force in the Kingdom of Spain).
INFORMATION:
If you place an order and receive this attached file but your order is in payment status CANCELED the automatically generated invoice will be void.
If you place an order and receive this attached file but your payment status is AWAITING PAYMENT The automatically generated invoice will be void until payment is made. go to "PAID".
While this does not happen and the full payment of the issued Invoice is not made, the product(s) that appear on it will not be served or delivered until they are reflected as paid in our system (Payment Gateway).
- See if it arrived in the spam folder. If not, we will provide you with the invoice again.
- If you need us to send you the invoice issued for your purchase with us again, request it via email to floralqueria@live.com
with your order number and name of the recipient, remember that we will only send it via the same email address that you provided when you placed the order.
If you entered the email address incorrectly or you want us to send it to a different one and this is the reason for sending you the invoice again because it did not arrive correctly, you will have to provide us with more information yours or the order to verify and re-authorize the sending of the invoice to another email other than the one provided when placing the order.
Number of the order or Invoice. (Required).
Date of the day of the order. (Required).
Delivery date of the order. (Required).
Name of the recipient of the order. (Required).
Phone that I provide when placing the order. (Required).
TOTAL amount of the order. (Required).
In the event that any data that we request is not disclosed or does not match the data we have, we will be forced to reject your request by the data protection law to send the invoice to another email address that It is not the original one that was placed when the order was processed.
- We will only resend the issued invoice if it is paid in our system.
We only accept payments for the items in our Online store through the Payment Gateways that you have at your disposal, both of which are safe and comply with adapted protections and apply anti-fraud filters for your security and ours. .
REDYS.
We recommend the REDYS payment gateway when you place the order with a card from a Spanish Bank or a Bank from a European Union Country.
- If you are outside of Spain or the European Union but your card is from a Bank that belongs to a Country of the European Union or Spanish, you can also use this payment gateway.
STRIPE.
We recommend the STRIPE payment gateway when your order is placed outside of Spain or the European Union, (AMERICA, ASIA, AFRICA, AUSTRALIA ETC.).
BIZUM.
You have the option to pay with BIZUM, if you use this payment gateway option, remember that you will have to have your Bank's application on your mobile to make it. No order will be served if payment has not been made previously, even if you receive the email confirming receipt of the order.
WHAT CURRENCY DO YOU WORK WITH?.
The prices you see in our online store are in the currency (€) - (EURO). It is the legal tender currency used by the Kingdom of Spain and the European Union.
- If you want to know the price in another currency you will have to calculate the difference between your currency and the €.
- We only accept this currency (€) in our online store, if you use another currency it will be changed through the payment gateways to Euros (€). It will be the payment gateways that apply the difference and the value to each currency with respect to one another.
IN WHAT CURRENCY ARE YOUR ISSUED INVOICES GENERATED?.
The invoices issued for the items you purchase in our online store will be in Euros (€).
You can access our Returns terms from any page of our website in the REGULATIONS section. On this page you will access them in the link "ONLINE STORE" and then in the menu that appears go to "ONLINE STORE RETURNS". There we expose all the acceptances and exclusions regarding possible returns that we accept.
If you want to place an order with us, we suggest you read our online store rules.
If you want to read our regulations and the returns section from a Mobile or Tablet device you will have to download a PDF file (Regulations F. La Alqueria). to be able to read the regulations or put your electronic device in your browser "VIEW AS ON A DESKTOP PC" so as not to download the file and see it on the screen.