Purchase policies

Delivery Times

• Our delivery times are as follows: Business hours Monday to Friday from 08:00 to 17:00.
  Deliveries are made on weekends during the course of the day, unless a schedule is arranged in advance.
• If the customer wants a special schedule, Delivery window slots can be offered (for example: 08:00–12:00 or 12:00–17:00), provided the purchase is made with minimum 24 hours' notice.
• For high demand dates (Valentine's Day, Mother's Day, Spring, among others), deliveries will be made during business hours.
  Time slots will only be offered if the purchase is made with at least 72 hours in advance, Subject to availability.
• The breakfasts, baskets, cakes and perishable products must be purchased with a minimum of 24 hours in advance, until the 4:00 PM (Ecuador time) of the day before delivery.
• Purchases entered after 5:00 PM Same-day delivery will be attempted whenever possible; otherwise, deliveries will be automatically scheduled for the next day, which will be notified to the client.
• The service of Express delivery It will be subject to availability and will have a additional cost, which will be informed and approved beforehand by the client.

Delivery Addresses and Contacts

• It is the customer's responsibility to provide a clear and exact address. If it cannot be found, the recipient will be contacted for directions.
• For deliveries in rural areas, The customer must specify that the address is not within the city (canton, parish, sector, kilometer, etc.).
• We recommend checking the delivery coverage.
  If the customer makes a purchase outside the coverage area:
  • Only the portion will be refunded 50% of the total value if the delivery is not made.
  • There will be no refund if the delivery attempt is made and the service was completed.
• For deliveries in hospitals, buildings, public or private institutions, You must indicate the name of the institution, office number, floor, department or corresponding area, as many do not allow direct entry.
• If the order is left in gatehouse, security, concierge, neighbors or shops, Both the sender and the recipient will be notified, indicating who received the order.
• Is mandatory Provide the telephone number of both the sender and the recipient to ensure delivery.
• If the recipient rejects the request, This will be considered as delivered, since the service was performed.
• For deliveries in hotels, The following must be provided:
  • Recipient's name
  • Hotel name and address
  • Room number
  • Name of the person under whom the reservation is made
• We do not deliver to:
  • Minors
  • Airports, ports or docks
• For deliveries in schools, universities, shopping centers, terminals, markets, The location, office or work area must be clearly indicated.
• If the recipient is not at the location:
  • A new delivery will be coordinated with additional cost, either
  • The order will be considered delivered if the customer authorizes it.
• In case of Incorrect address or wrong phone number, A new shipping cost will have to be paid or the order will be considered delivered due to fulfillment of the service.
• The products customized They must be arranged in advance via WhatsApp, email or form, including description and references (type of flower, colors, quantity, etc.).

Returns and Claims

• Any complaint must be reported within the 24 hours after delivery, attaching photographs of the claim (perishable products).
• In case of duplicate payments or products, The client must provide at least 12 hours before of the delivery date.
  If the order has already been assembled, it cannot be cancelled.
• If there were a missing product, must be informed within the 12 hours after delivery to evaluate:
  • Forwarding
  • Future delivery
  • Refund for missing product
• The cancellations must be notified at least 24 hours in advance.
  The refund will be for the value less the 10% for administrative costs.
  Cancellations are not accepted on the day of delivery.
• No returns accepted for:
  • Currency type errors
  • Misinterpretation of the product
  • Customer mistakes
• All communication will be made only between the customer and the store.

Product Quality

• Our arrangements are made on the same day as delivery to guarantee freshness and quality.
  Before shipping, the following will be sent product photographs to the customer.
• We are not responsible for improper care, use, or handling after delivery.
• In case of unavailability of any product, color or model, alternatives will be offered alternatives or it will proceed to Full refund for product not available, without affecting the rest of the order.