Terms and Conditions

1. Placing an Order

When placing an order, you are responsible for providing complete and accurate information, including:

• Recipient's full name
• Complete delivery address and postcode
• Recipient's telephone number
• Delivery date
• Any relevant apartment, building, company, hotel, hospital or access information
• Your contact details

After placing an order, you will receive an order confirmation. Please check the details carefully and contact us as soon as possible if anything is incorrect.

Acceptance of an order is subject to product availability, delivery availability and successful payment.

2. How Orders Are Fulfilled

Depending on the product, destination and availability, orders may be:

• Prepared and hand-delivered by a local florist or delivery partner; or
• Prepared by a supplier and delivered by a parcel or courier service.

The delivery method may vary between products and destinations. Where relevant, available delivery information will be shown during the ordering process or communicated after your order has been placed.

3. Delivery Dates and Times

We make every reasonable effort to deliver orders on the requested delivery date. However, unless an exact delivery commitment is expressly stated as guaranteed during checkout, requested delivery dates and times are not guaranteed.

Delivery can be affected by circumstances including recipient availability, incorrect or incomplete addresses, access restrictions, weather, traffic, local holidays, product availability and circumstances affecting our florists, suppliers or delivery partners.

During particularly busy periods, including Valentine's Day, Mother's Day, International Women's Day and Christmas, deliveries may take longer than usual.

Where a delivery cannot be completed as requested, we will take reasonable steps to find an appropriate solution in accordance with applicable consumer law.

4. Same-Day Delivery

Same-day delivery may be available for selected products and locations when an order is placed before the applicable local cut-off time.

Availability is shown on the website where applicable and can depend on the destination, product and availability of our local partners.

Placing an order before a displayed cut-off time does not create an absolute guarantee of same-day delivery unless the website expressly states that the delivery date is guaranteed.

If we cannot fulfil an accepted same-day order, we will contact you or take other appropriate action in accordance with applicable consumer law.

5. Delivery Information and Access

You are responsible for providing an accurate and complete delivery address. For successful delivery, please provide as much relevant information as possible, particularly for:

• Apartments and gated properties
• Hotels
• Hospitals and healthcare facilities
• Offices and business premises
• Universities and campuses
• Funeral locations
• Event venues
• Ports, industrial areas and secure sites

Additional information such as an apartment number, floor, doorbell name, company name, department, room number, ward, building, reception or access instructions may be necessary.

We are not responsible for delivery problems caused by incorrect or materially incomplete information supplied by the customer, subject always to applicable consumer law.

6. If the Recipient Is Unavailable

If the recipient is unavailable, the florist, supplier or delivery partner may, where appropriate and permitted:

• Contact the recipient;
• Attempt delivery at another suitable time;
• Leave the order with an authorised reception, concierge or other appropriate person;
• Leave the order in a safe location where authorised;
• Redirect a parcel to a collection point; or
• Provide instructions for redelivery or collection.

The procedure depends on the delivery method and local circumstances.

If delivery cannot be completed because the recipient is unavailable, has provided no access, refuses the order, or because incorrect delivery information was supplied, additional delivery charges may apply.

7. Hospitals, Hotels and Other Institutions

Deliveries to hospitals, hotels, offices, universities, funeral locations and other public or commercial buildings may be handed to reception, security or another authorised receiving point.

We cannot guarantee delivery directly to a particular room, ward, office or individual where the institution's own rules prevent this.

Customers should provide the recipient's full name together with all relevant room, ward, department, reservation, company or event information.

The receiving organisation may impose its own restrictions on flowers, plants, food, alcohol or other products.

8. Natural Products and Substitutions

Flowers and plants are natural and seasonal products. Availability, colour, size and appearance can vary. Product photographs are intended to represent the general style and presentation of the product. Natural variations are normal.

If a particular flower, plant, container, packaging or decorative item is unavailable, we may make a reasonable substitution where appropriate.

We will aim to maintain the overall style, colour scheme and value of the product ordered. Any substitution will be of similar quality and value, or where reasonably possible, greater value.

Where a substantial change to the essential characteristics of an order would be necessary, we may contact you before proceeding.

9. Additional Gifts and Allergens

Additional products such as chocolates, cakes, balloons, vases, gift baskets and other gifts may vary slightly from the photographs shown due to local availability.

Where an exact brand or product is unavailable, a reasonably comparable alternative of similar type and value may be supplied where appropriate.

Food products may contain allergens. Customers or recipients with specific allergies or dietary requirements should contact us before ordering where such information is relevant.

10. Prices and Delivery Charges

Product prices and applicable delivery charges are displayed during the ordering process.

Additional delivery charges may occasionally be necessary for remote or difficult-to-access locations. If an additional charge is required after an order has been placed, we will contact you before proceeding where required.

We will not charge an undisclosed additional amount without the customer's agreement where such agreement is required.

11. Changes to an Order

If you need to change the recipient, delivery address, card message or delivery date, please contact us as soon as possible.

We will make reasonable efforts to accommodate changes, but changes cannot be guaranteed once preparation or delivery has begun.

For florist-prepared and perishable products, preparation may begin well before the requested delivery time. For courier-delivered products, changes may no longer be possible once the parcel has been dispatched.

12. Cancellations

Please contact us as soon as possible if you wish to cancel an order.

Because flowers and many of our products are perishable or prepared specifically for an order, cancellation may no longer be possible once preparation, production or delivery has begun.

Where cancellation is still possible, we will confirm the cancellation and any applicable refund.

Nothing in these Terms limits any cancellation or refund rights you have under mandatory consumer law.

13. Statutory Right of Withdrawal

Under applicable European consumer law, consumers normally have a right to withdraw from many online purchases within 14 days.

However, this right does not generally apply to goods that are liable to deteriorate or expire rapidly, including fresh flowers and certain other perishable products.

The right of withdrawal may also not apply to certain personalised products or goods made according to the customer's specifications.

For non-perishable products where a statutory right of withdrawal applies, we will respect that right in accordance with applicable consumer law.

14. Quality Complaints

If you are unhappy with the condition or quality of an order, please contact us as soon as possible after delivery.

For flowers, plants and other perishable products, we recommend contacting us within 48 hours of delivery, because their condition can change quickly.

Please provide:

• Your order number;
• A description of the problem; and
• Clear photographs showing the product and the issue.

Photographs help us assess quality problems and resolve complaints with the florist or supplier. Contacting us quickly helps us investigate and provide an appropriate solution.

This complaints procedure does not limit any statutory rights you may have under applicable consumer law.

15. Non-Delivery

If an order has not been delivered, please contact us promptly so that we can investigate with the florist, supplier or delivery partner.

Where we are responsible for a failure to deliver, we will provide an appropriate remedy in accordance with applicable consumer law, which may include redelivery, replacement or refund depending on the circumstances.

Where delivery fails because of materially incorrect information supplied by the customer, recipient refusal, or circumstances attributable to the recipient, a refund may not be available and additional delivery charges may apply.

16. Peak Periods

Flower delivery volumes increase significantly around major occasions such as:

• Valentine's Day
• Mother's Day
• International Women's Day
• Christmas
• Easter
• Other national or local holidays

During these periods, product availability may be more limited and delivery schedules may be extended. We may make reasonable substitutions in accordance with our substitution policy.

Any delivery estimates or special peak-period conditions displayed when you order form part of the delivery information for that order.

17. Events Outside Our Control

Delivery may occasionally be affected by events outside our reasonable control, including severe weather, natural disasters, transport disruption, strikes, government restrictions, civil emergencies, telecommunications failures or other exceptional events.

Where such an event occurs, we will take reasonable steps to minimise disruption and fulfil affected orders as soon as reasonably possible.

Your mandatory rights under applicable consumer law remain unaffected.

18. Payment and Refunds

Orders must be paid using one of the payment methods offered during checkout. Payments may be processed by third-party payment providers.

An order may be refused or cancelled if payment is declined, reversed, identified as potentially fraudulent or cannot be successfully verified.

Where a refund is due, it will normally be made to the original payment method. Processing times can vary depending on the payment provider or financial institution.

Refund eligibility depends on the circumstances of the order and applicable consumer law. Nothing in these Terms excludes or restricts a refund or other remedy where the customer is legally entitled to one.

19. InternetFlorist Fulfilment Network

Flowers4Rotterdam is part of the InternetFlorist international flower and gift delivery network.

Orders may be fulfilled by independent local florists, gift suppliers and delivery partners selected according to the product and destination.

The specific florist, supplier or delivery company used may vary from one order to another. For this reason, these Terms do not identify individual delivery companies.

Regardless of the fulfilment method used, your order remains subject to these Terms and your applicable statutory consumer rights.

20. Privacy

Personal information supplied when placing an order is processed in accordance with our Privacy Policy.

Information necessary to fulfil an order may be shared with florists, suppliers, payment providers and delivery partners.

Please see our Privacy Policy for further information about how personal information is collected, used and protected.

21. Intellectual Property

The content of this website, including text, graphics, logos, product presentation and website design, is protected by applicable intellectual property laws.

Content may not be copied or commercially reproduced without permission except where permitted by law.

22. Liability and Consumer Rights

We do not exclude or limit liability where doing so would be prohibited by applicable law.

Nothing in these Terms is intended to remove or restrict mandatory rights available to consumers.

If any provision of these Terms conflicts with mandatory consumer protection law applicable to an order, the mandatory legal protection will prevail.

23. Governing Law

The governing law applicable to your purchase should be stated in accordance with the legal entity through which your order is contracted and applicable consumer protection law.

If you are a consumer in the European Union, any mandatory consumer protections available to you under applicable law remain unaffected.

24. Updates to These Terms

We may update these Terms and Conditions from time to time.

The Terms applicable to your order are those in effect when the order is placed.

The latest version will be published on this website together with the date it was last updated.