DELIVERY
1. Delivery Hours and Time Windows
Flower2go deliveries are carried out according to the following operating hours:
Sunday–Thursday: 10:00–20:00
Friday: 10:00–17:00
Saturday: 12:00–18:00
On regular days, the available delivery windows are displayed during the ordering process on the website.
Standard delivery windows from Sunday through Thursday are:
10:00–13:00
13:00–16:00
16:00–20:00
Delivery is carried out within the time window selected when placing the order. The selected delivery window represents a range of time and does not constitute a commitment to delivery at a specific time within that window, unless a specific delivery time has been separately agreed upon and confirmed in advance by Flower2go.
On Fridays and Saturdays, the available delivery windows are determined according to the applicable delivery operating hours and are displayed during the ordering process.
A special delivery schedule applies on holiday eves and holidays. Delivery operating hours may change, and the standard delivery windows may not apply.
On such days, Flower2go does not guarantee delivery at an exact time or within a fixed time window. Selection of a delivery date means delivery during the selected day, within the delivery operating hours applicable on that day.
The actual delivery time will be determined according to order volume, delivery routes, courier availability, traffic and road conditions, and other circumstances affecting delivery operations.
A request for delivery at a specific time or within a particular time range on holiday eves or holidays does not constitute a commitment by Flower2go unless the requested time has been expressly agreed upon and confirmed in advance by Flower2go.
Flower2go will make reasonable efforts to complete the delivery during the selected delivery day.
2. Possible Delays
Delivery times may be affected by traffic conditions, exceptionally high order volumes, weather conditions, road closures or traffic restrictions, emergencies, instructions issued by governmental or other competent authorities, and other circumstances beyond Flower2go’s reasonable control.
In such circumstances, delivery delays may occur. Flower2go will make reasonable efforts to complete the delivery as soon as reasonably possible under the circumstances.
In the event of a significant delay, Flower2go will make reasonable efforts to notify the customer or recipient.
3. Recipient Details and Delivery Address
When placing an order, the customer must provide complete and up-to-date information required to carry out the delivery, including the recipient’s name, accurate delivery address, and a valid telephone number for the recipient.
Where necessary, the customer must also provide any additional information required to access the delivery location, including the apartment number, floor, entrance code, name of the business or organization, and any other material delivery instructions for the courier.
The customer is responsible for the accuracy and completeness of the information provided when placing the order.
If the address, telephone number, or other information provided by the customer is incorrect, incomplete, or outdated, and this results in a delay, inability to complete the delivery, or the need to change the delivery route, Flower2go will make reasonable efforts to contact the customer or recipient and assist in arranging the delivery.
Flower2go shall not be responsible for a delay or inability to complete the delivery to the extent that it results from incorrect, incomplete, or outdated information provided by the customer.
If delivery to the correct or a new address requires an additional courier trip, redelivery, or a material change to the original delivery route, such delivery will be subject to prior coordination and may incur an additional delivery charge.
Any additional charge will be determined according to the actual delivery address and Flower2go’s applicable delivery rates and will be communicated to the customer before the additional delivery is carried out.
If the customer or recipient cannot be reached, or if the delivery cannot reasonably be continued, the order may be returned to the Flower2go store.
4. Contacting the Recipient
For the purpose of completing the delivery, the courier or a Flower2go representative may contact the recipient using the telephone number provided when the order was placed.
Contact with the recipient may be required to clarify the delivery address, obtain access to the building or delivery location, determine the appropriate handover location, or address other matters directly related to completing the delivery.
Flower2go is not required to notify the recipient of the delivery in advance or coordinate an exact courier arrival time unless this has been separately agreed upon and confirmed in advance by Flower2go.
5. If the Recipient Is Unavailable
When placing an order, the customer selects in advance one of the available options to be followed if the recipient is unavailable:
— leave the order at the door;
— deliver the order to a neighbor;
— return the order to the Flower2go store.
If, when the courier arrives, the recipient is not present at the specified address, does not answer calls or messages, or is otherwise unable to accept the order, the courier will make a reasonable attempt to contact the recipient.
The courier may wait for a reasonable and limited period, taking into account the current delivery route, schedule, and other scheduled deliveries. Flower2go does not guarantee that the courier will wait for any fixed period of time.
Leave at the door
If the customer has selected this option, the courier may leave the order in a reasonably accessible location at the specified address.
Once the order has been properly left in accordance with the customer’s selected instruction, the delivery will be considered completed.
Flower2go shall not be responsible for any subsequent loss, theft, damage, or deterioration of the order resulting from it being left unattended, exposure to temperature, direct sunlight, weather conditions, actions of third parties, or other circumstances occurring after the customer’s instruction has been properly carried out, except where Flower2go is liable under applicable law.
Deliver to a neighbor
If the customer has selected this option, the courier will make a reasonable attempt to deliver the order to a neighbor at the delivery location.
Once the order has been handed over to a neighbor in accordance with the customer’s selected instruction, the delivery will be considered completed.
Flower2go shall not be responsible for the subsequent storage, safekeeping, or condition of the order after it has been handed over to a third party in accordance with the customer’s instruction, except where Flower2go is liable under applicable law.
If delivery to a neighbor is not possible, Flower2go will make a reasonable attempt to contact the customer or recipient for further instructions.
If they cannot be reached or another agreed method of delivery cannot be completed, the order may be returned to the store.
Return to the store
If the customer has selected this option and the order cannot be handed over to the recipient, the order will be returned to the Flower2go store.
If the delivery method selected by the customer cannot reasonably be carried out, Flower2go may also return the order to the store.
After the order has been returned, the customer may arrange collection from Flower2go or redelivery.
6. Redelivery
If the first delivery attempt cannot be completed due to the recipient’s absence or unavailability, incorrect or incomplete information provided by the customer, or the inability to carry out the customer’s selected instruction, redelivery will be arranged separately with Flower2go.
Redelivery is subject to courier availability and may incur an additional charge in accordance with Flower2go’s applicable delivery rates.
Where an additional redelivery charge applies, the customer will be informed of the amount before the redelivery is carried out.
If redelivery is required due to an error by Flower2go, no additional redelivery charge will be charged to the customer.
7. Change of Delivery Address
The customer may request a change of delivery address before the order is handed to the courier, provided that the new address is within the available delivery area and Flower2go is able to deliver to it.
Once the order has been handed to the courier, an address change is possible only by arrangement with Flower2go and subject to the technical and operational ability to change the delivery route.
A change of address or route may result in a change to the delivery time and an additional charge.
If an additional charge applies, the customer will be informed of the amount before the change is confirmed.
8. Recipient Refusal
If the recipient refuses to accept an order that has been properly prepared and delivered in accordance with the order for reasons unrelated to a confirmed product defect or material discrepancy from the order, the order may be returned to the Flower2go store.
The recipient’s refusal to accept the order does not automatically constitute cancellation and does not automatically entitle the customer to a refund.
Order cancellations, refunds, and claims are governed by Flower2go’s “Cancellations, Refunds & Claims” policy and applicable law.
9. Completion of Delivery
Delivery will be considered completed:
— once the order has been handed directly to the recipient;
— once the order has been handed to a neighbor in accordance with the customer’s preselected instruction;
— once the order has been properly left at the door in accordance with the customer’s preselected instruction.
If an order is returned to the store due to the recipient’s absence or unavailability, incorrect or incomplete information, or the inability to carry out the selected instruction, the initial delivery attempt will be considered to have been made.
Any redelivery will be handled in accordance with Section 6.