A) Products and Services:
Fresh cut flowers are the main products of this shop offering online order system. Chocolates boxes of reputed brands, teddy bear in different varieties, cakes made by reliable bakers in Dubai, fruits baskets, and balloons filled with helium are offered as additional products that can be added as a gift package. Service comprises of updating the system with latest products, accepting an order received online, processing the request, arranging the gift by following the ordered item and delivery to the recipient on specified date.
B) Order Terms:
- Same Day Service: Order needs to be made online at least 4 hours before the required delivery time in Dubai, Sharjah and Ajman. Same day service is not available in Abu Dhabi, Al Ain, Ras Al Khaimah, Fujairah, and Um Al Quaiwan. Order for these Emirates needs to be made at least 24 hours in advance.
- Confirmation: Real Flowers shop will send a manual confirmation by email upon receiving and accepting an order during the time of its working between 9 AM and 9 PM. Receipt for payment will be sent automatically from payment gateways with which website is affiliated. An order is confirmed and delivery is guaranteed once we accept and send a manual email.
- Delivery Details: Full name, address and phone number are required for physical delivery. In case the address is not required a working telephone number can be provided to call and get the location.
- Time limit: Order for next day can be made any time but same day delivery cut off time is 5 PM. If it is received after 5 PM delivery will be carried out next day morning session.
- Items availability: Items sample pictures are given in the website. We make all the efforts to match the picture following the same style, color and number specified. However, especially on same day orders replacement to similar flowers may happen if such a situation cannot be avoided. If the ordered item cannot be made at all, for any reason we will inform the sender and request for substitute item.
C) Delivery System/ Method:
- Safe to Call and Go: If the address is given to an office there is no need to call the recipient and ensure availability. We can go check and coordinate with the receptionist to ensure it reaches the right person. But if it has to be delivered to a residence address, we need to call and make sure that recipient is present at home or someone else can accept it.
- Sign on Receipt: We do not take the signature of the recipient in most of the cases, as it is not required and often difficult for the recipient to sign for it. We ask the name and confirm before handing over the flowers.
- Time Range: We try our best to follow the time range specified, but 3-4 hours from the time of receiving payment is required for us to execute the same in Dubai, Sharjah, and Ajman. For other Emirates like Abu Dhabi, Al Ain, RAK and Um Al Quaiwan, we cannot promise any specific timings as orders are given to a 3rd party florist.
D) Payment and Refund Policy
- Pay in Advance: Credit card, paypal.com, bank transfer or money transfer facility provided in the website can be used online to make the purchase. Corporate in Dubai or individual working in an office can choose the option to pay upon or after delivery. We also enable deposit cash into our bank account.
When, how to claim and get a refund:
Full refund of payment done can be claimed in following circumstances only.
- If delivery is not executed on the date requested while ordering due to the fault or negligence of Real Flowers. (However, if the sender and buyer mutually agree to go ahead with the order on subsequent date or a later date, this will not be applicable).
- The sender wants to cancel an order before 5 hours of delivery for any reason.
Partial Refund may be issued in the following circumstances only.
- Item delivered is entirely different from the ordered.
- Quantity or size is less than promised on the website.
How to ask for a refund: Send an email to firstname.lastname@example.org with order number and reason for the refund. Our customer service representative will contact you immediately and discuss on details.
Refund will not be issued in following circumstances
- If the recipient is not available/ not answering phone on the date of delivery.
- Delivery is delayed under some unavoidable circumstances.
- Substitutes are used to some extent due to nonavailability of some part of the flower bouquet.
Substitute Policy: If an ordered item as a whole is not available we will inform the sender and ask for advice. If some of the flowers in a particular arrangement are not available florist will use the closest alternative, keeping the same value and number as in order, without consulting with the sender.
The following statements to be added to this section are as follows:
- Any dispute or claim arising out of or in connection with this website shall be governed and construed in accordance with the laws of UAE.
- United Arab of Emirates is our country of domicile.
- Minors under the age of 18 shall are prohibited to register as a User of this website and are not allowed to transact or use the website.
- If you make a payment for our products or services on our website, the details you are asked to submit will be provided directly to our payment provider via a secured connection.
- The cardholder must retain a copy of transaction records and Merchant policies and rules.
- (realflowers.ae) will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE”.
- “We accept payments online using Visa and MasterCard credit/debit card in AED
- Refunds will be done only through the Original Mode of Payment.