General Terms and Conditions
Guarantee
We guarantee the conscientious fulfillment of every Fleurop-Interflora order. Our guarantee comprises:
- the delivery of the ordered product by the florist
- in fresh and perfect condition
- on the requested date
- for the price offered by Fleurop-Interflora florists and the website on the day of delivery.
Nevertheless, should there be any complaint, the addressee can of course contact the delivering Fleurop-Interflora florist. The later guarantees the quality of the delivered product for five days and will replace the product with another one if the flowers or plants that are the subject of any claim are returned to the shop within this period. This guarantee is your assurance that your order will be executed with love and care, and that only the highest quality products will be used. However, should you not be satisfied with the delivery or quality, please let us know within 5 days latest from the date of delivery.
Prices
National – in the prices on our webshop the local delivery-fee in the amount of EUR 9,00 and VAT is already included. What’s not included is a national service-fee in the amount of EUR 8,90.
International – in the international shop the local delivery-fee is included but not the international service-fee in the amount of EUR 12,00. The prices and mimimum-amounts are specified by each country therefore we have no influence on them.
What is the service fee?
The service fee stands for the handling of your order. It also includes a free greeting card for your greeting text, a plant care instruction and a packet of high quality flower food.
Products
Flowers are seasonal products, therefore some varieties may not always be available at all florists. The same applies to prices – they fluctuate according to season and region.
The online product images are sample images – as the bouquets are handmade by skilled florists they can d
Basically, all bouquets will be delivered without container (except otherwise stated in the product description). For arrangements or potted plants, please note the respective product descriptions. Some of our specials include bowls, baskets or pots. But please note that these may vary in shape and color.
Correctness of the delivery adress
Please check carefully that the delivery address, including local telephone number, is complete and correct. We cannot accept any liability for late or non-delivery due to an incorrect or incomplete address. To ensure that the florist is able to deliver on time, the following additional information, if available, is, moreover, very helpful:.
For hospital deliveries, the ward and room number is needed. The delivery is only granted to the reception desk of the hospital.
For hotel deliveries, the room number and the name under which the addressee is registered (e.g. group, Mr. and Mrs., etc.) is needed. The delivery is only granted to the reception desk of the hotel.
Fleurop Exact Delivery Time
The following conditions apply for Fleurop Exact Delivery Time orders:
- Delivery times: Fleurop Exact Delivery Time orders can be placed for the following day or thereafter. The latest possible next-day order time is 16.30 from Monday to Friday and 11.30 on Saturdays. If ordered on weekends (Saturday after 14.00) the next possible delivery day is the following Tuesday. Exact Delivery Time orders can only be accepted for specific time windows. Order times: Monday to Friday from 9.00 to 17.00, Saturday 9.00 to 11.00. Lunchtime deliveries are not possible. The Fleurop Exact Delivery Time option is not available for peak sales days.
- Delivery: Fleurop Exact Delivery Time orders will be delivered at the time specified by the customer, within a 30-minute time window. The guaranteed delivery time is communicated with the order confirmation (subject to credit assessment).
- Exceptions: Exact Delivery Time orders for funerals are guaranteed at no additional charge.
- Abroad: Exact Delivery Time orders from and to addresses abroad are not possible.
- Exact Delivery Time charge: the Exact Delivery Time charge is € 6,-.
Fleurop Express Service
The following conditions apply for the Fleurop Express Service:
- Order times: Fleurop Express orders can only be placed at the following times (exception: high-volume days such as Valentine's Day): Monday to Friday from 09:00 to 16:30 / Saturday from 09:00 to 10:30.
- Delivered within 90 minutes: With the exception of the noon period defined below, Fleurop Express orders will be delivered within 90 minutes of receipt of the order. Orders received between 11:00 and 13:00 will be delivered by 14:30 at the latest. The guaranteed delivery time is specified on the order confirmation (subject to credit assessment).
- Fleurop Express bouquets: A special selection of bouquets is available for Express Service orders. Other products cannot be ordered for Express Service delivery.
- Express Service charge: An Express Service charge of € 8,- applies.
- Delivery instructions: Customers must specify at least one of the following options when placing a Fleurop order:
The flowers
- may be left with a third party (e. g. neighbour, reception desk).
- may be left outside the recipient's front door.
- should be kept for collection within 2 days at the Fleurop partner shop.
If the recipient is not present at the specified address when delivery is to be made, the Fleurop partner shop will leave an attempted delivery note.
If the preferred option is not possible, the Fleurop partner shop may fall back on one of the other options listed above. The chosen option will be noted on the attempted delivery note.
For funerals, specific delivery instructions may be written into the field for comments.
If the customer requests a second delivery, the service charge will be doubled.
If the bouquet cannot be delivered as a consequence of a longer absence of the recipient, the costs may be charged to the customer (maximum charge: order value).
International Deliverytimes
The delivery of international orders will take place on your requested deliverydate (during the local business hours and under consideration of the different time-zones). For deliveries on the same day please contact our customer-service to check if it is possible.
Delivery Date and Time
We guarantee the delivery of your order on the requested date during local business hours. We cannot guarantee deliveries on Saturday afternoons, Sundays and public holidays. Requested time-frames (like before noon/after noon, after 4 pm etc.) can be placed but are not guaranteed and there is no legal claim to them (except for weddings and funerals – if we receive the order at least 24h prior).
Exceptions:
February 14th - Valentine's Day: Due to the high order volume on the busiest flower day of the year, orders for Valentine's Day, particularly to business addresses, may exceptionally be delivered earlier or later then the 14th.
Mother’s Day - Sunday: Most orders for Mother’s Day will be delivered the Saturday before – some last-minute orders may be delivered one day later (Monday).
It is in customer’s interest to make sure the recipient of the floral gift is at the specified address on the agreed delivery day. Fleurop cannot assume responsibility in this respect.
Delivery instructions: Customers must specify at least one of the following options when placing a Fleurop order:
Delivery options
If the recipient is not present at the specified address when delivery is to be made, the Fleurop partner shop will leave an attempted delivery note.
Please choose at least one of the following options:
(If the preferred option is not possible, the Fleurop partner shop may fall back on one of the other options listed above. The chosen option will be noted on the attempted delivery note.)
For funerals, please write your specific delivery instructions into the below field for comments.
The flowers
- may be left with a third party (e. g. neighbour, reception desk).
- may be left outside the recipient's front door.
- should be kept for collection within 2 days at the Fleurop partner shop.
If the customer requests a second delivery, the service charge will be doubled.
Confirmation of orders and deliveries
Shortly after placing an online order, customers will be sent an order confirmation e-mail containing the order number, information on the product purchased, price, delivery date and the addresses of the customer and the recipient of the floral gift.
Once delivery has been made to an address in Austria, the customer will receive an automatic delivery confirmation by e-mail or, if delivery is still pending, a delivery status notice.
Customers who receive neither an order nor a delivery confirmation are kindly requested to contact the Fleurop Customer Service.
Fleurop cannot accept liability for loss or damage arising from the ordering party's failure to provide the correct e-mail address, or if the order and delivery confirmation e-mails were not received for other reasons (spam filter, full mailbox, etc.). Fleurop may charge the customer for resultant multiple orders and incorrect deliveries.
Cancellations/Revocation
As long as we haven’t delivered your order, cancellation shouldn’t be a problem. Last-Minute-Cancellation can only be accepted in exceptional cirucumstances and repayment cannot be guaranteed.
Cancellations should be announced by E-mail [email protected] or by phone + 43 1 870 07 (customer service department) during the business hours.
Default charges
Late payment costs
The payment term for orders on invoice is 10 days. Late payment will incur default charges as listed below:
- Reminder charges
1st reminder: € 10,-
2nd reminder: € 20,- - Administration charge (collection agency)
(80 days from the invoice date at the earliest, upon handover to collection agency)
Delivery of the bouquet
If possible our florists deliver to the recipients personally. If the recipient isn’t reachable the florist will leave a calling card on the door (with the contact details from the florist) or is authorizied to leave the flowers with a reliable third-party (e.g. neighbor, receptionist, porter, etc.) in that case a card will be left at the door with instructions where to find the flowers. Our florists are allowed to call the recipients to arrange the delivery - please inform us when placing the order if you not agree to that!
Contract Partner
We will retransmit your order to the nearest domestic florist / Fleurop-Interflora National Office, which is also your personal contract partner. Nevertheless, our customer service department at [email protected] will be pleased to answer any questions you may have, or provide you with information concerning your order.
Fleurop gift cards
Fleurop gift cards can be purchased online and at all Fleurop partner shops in Austria, and used online and at the partner shops. Card value cannot be payed out in cash. No interest is paid on card value. Should the card be lost, stolen or damaged, the card will not be replaced. The general terms and conditions of Fleurop Interflora Austria GmbH apply.
Data protection
Fleurop guarantees the protection and security of the data provided by its customers. Customers’ personal information will be used exclusively to execute the orders. The address details and personal data will of course remain confidential, and will be used exclusively within the scope of order fulfilment and in compliance with the valid data protection laws.
An order form is used to place orders through the Fleurop webshop. The information contained on this form is used for order delivery, for order and delivery confirmation, for invoicing and, if necessary, to contact the customer.
It falls within customers' responsibility and duty of care to ensure that access to their registration data is suitably restricted. Fleurop is not liable for loss or damage that may arise as a consequence of unauthorised persons gaining access to customers' order data.
The Fleurop webshop meets the compliance requirements of the credit card issuers. Fleurop does not store any credit card information whatsoever.
If customers should choose to pay by invoice, Fleurop reserves the right to have a credit assessment carried out by a collection agency, for which purpose Fleurop will only disclose first name, surname and address.
Fleurop can only apply these data protection safeguards to its own web pages, however not to third-party web pages linked from the Fleurop web pages.
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