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 : A Customer need to order online at least 4 hours before the delivery time range in Dubai, Sharjah and Ajman. Same day service is not available in Abu Dhabi, Al Ain, Ras Al Khaimah, Fujairah, and Umm Al Quaiwan. However, we can deliver flower arrangements to these places if we receive an order at least one day 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. Receipts for payment will be sent automatically from the payment gateway. Once we accept and send a manual email, it is 100% sure that we will execute the delivery.
- Delivery Details : We need the full name, address and phone number of the recipient for physical delivery. In case the address is not available, a working telephone number is mandatory to call and get the address.
- Time limit : A Customer can order for the next day, any time but for the same day delivery cut off time is 5 PM. If it is received after 5PM, delivery will be on next day morning session
- Items availability : Sample pictures of all the items are given on the website. We make all the efforts to match the picture following the same style, color and number specified. However, especially on the same day, some replacement to similar flowers may happen. If the item cannot be made at all for any reason, we will inform the sender and request for a substitution.
C) Delivery System/ Method :
- Safe to Call and Go : If the delivery address is of 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 the delivery is to a residence address, we need to call and ensure that the 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 often difficult for the recipient to sign. We ask the name and confirm before handing over the flowers.
- Time Range : We try our best to follow the time range, 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 Umm Al Quaiwan, we cannot promise any specific timing for the delivery.
D) Payment and Refund Policy :
- Pay in Advance : Credit card, paypal.com, bank transfer or money transfer facility are available online to make the purchase. Companies in Dubai or individuals working in an office can choose the option to pay upon or cash collection before or after delivery. We also enable deposit cash into our bank account.
When, how to claim and get a refund :
Full refund of payment is available in following circumstances only.
* If the delivery is not executed on the date due to any fault or negligence of Real Flowers. (However, if the sender and buyer mutually agree to go ahead with the order on a 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 facility is available in the following circumstances only.
- Item delivered is entirely different from the ordered item.
- Quantity or size is less than promised on the website.
How to ask for a refund : Send an email to support(at)realflowers.ae with the order number and reason for the refund. Our customer service representative will contact you immediately and discuss the details.
Refund will not be issued in following circumstances
- If the recipient is not available or not answering the phone on the date of delivery.
- Delivery is delayed under some unavoidable circumstances.
- Major substitution due to non-availability 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, the florist will use the closest alternative, keeping the same value and number as in order, without consulting with the sender.
- 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. The United Arab Emirates is our country of domicile.
- Minors under the age of 18 shall be 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 will be provided directly to our payment provider via a secure connection.
- The cardholder must retain a copy of transaction records and Merchant policies and rules.
- Real Flowers will NOT deal or provide any services or products to any OFAC (Office of Foreign Assets Control) countries in accordance with the laws 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.