Delivery cost

When placing your order, please remember that a delivery fee is charged on top of the price of the bouquet. This can vary between 7 and 14 euros, depending on the destination, the date, and the delivery time you choose. You can check the delivery fee that will apply to your order at any time in the order summary.

Delivery methods and times

We work with two delivery methods, depending on the destination of the order and the urgency of the shipment.

On the one hand, we have three of our own logistics centers located in Spain, Germany, and Italy. In this case, orders are delivered within 1 to 5 business days from the moment they leave our warehouses. We will provide you with a tracking number so you can check the status of your order at any time in your personal account and on the website of the carrier responsible for delivering your gift.

On the other hand, we also collaborate with an extensive network of local florists worldwide. Thanks to them, we can extend our service and bring smiles to many more people. They also help us meet urgent shipments.

When placing your order, you can choose a delivery date. We guarantee a 97% probability that your order will arrive on the chosen day, but unexpected setbacks may occur that could delay the delivery.

Delivery policy on special dates

Even though we strive to ensure that all orders are delivered on time, on special occasions like Valentine's Day, Mother's Day, or Christmas, unforeseen circumstances may cause some delays.

We guarantee a 97% probability that your order will arrive on the chosen day, but unexpected setbacks can occur, leading to delivery delays.

If you're placing an order for an event or a special date, we strongly recommend selecting a date with a day's buffer to prevent any mishaps. This extra precaution will ensure your order is available on time, providing you with a worry-free experience.

Delivery delays

We guarantee the delivery of your order on the day you selected with a 97% assurance, but keep in mind that we do not process refunds. Despite our commitment, there might be delays due to unexpected setbacks or high demand on specific dates. Therefore, we recommend placing your order a few days in advance of your event or special date to ensure you receive it on time.

Please note that we do not process refunds if the order hasn't been delivered for reasons beyond our control, such as the recipient not being at their address at the time of delivery.

Incorrect or incomplete delivery information

During the purchase process, please make sure the address you provide is correct and complete. We have developed address validation functions that will help you to find your address easily, but we recommend that you double check all the fields to avoid delivery problems.

If we cannot deliver the order to its recipient because the address is incorrect or incomplete, we cannot offer any kind of refund or send another product.

Special delivery locations

If you are thinking of sending flowers to a public building, like a hospital, hotel, residence or company, please contact the centre first and find out how they handle this kind of delivery.

We will need you to provide the name and telephone number of the establishment to which you want to send your flowers, along with as many supplementary details as possible.

In the case of a hospital, for example, you should let us know the floor and ward number where the patient is staying. Please note that many hospitals do not allow deliveries in private rooms or ICU.

If you would like to send flowers to someone staying in a hotel, don’t forget to specify the name of the person who made the booking and the room number (if you know it).

We will do everything we can to make sure your bouquet reaches its recipient, but we cannot guarantee delivery if we do not know the delivery reception conditions of the destination. If the delivery cannot be made for one of these reasons, we cannot offer any kind of refund or send any new product.

Deliveries refused by the recipient

Although we don’t think anyone would refuse a beautiful bouquet of flowers, if for any reason the recipient does not accept the delivery, we cannot offer any kind of refund or send any new product.

Quality policy

Here at FloraQueen, authenticity is important to us. This is why we prepare our bouquets by hand and select only the freshest flowers. Although we strive to make sure your bouquet looks as similar as possible to the original product photo, there may be some slight variations.

That’s the wonderful thing about working with a living product: every floral arrangement is unique. Even so, we guarantee that all our bouquets conform to the same concept and offer the quality you expect from us. Some of our bouquets may include added products, like a soft toy or chocolates. Please note that the photo displays an example of these products, and that the brand or model we send depends on availability. But don’t worry: we will make sure the item received is of a similar quality to the one displayed on our website. If you receive a product that differs slightly from the original photo, but that complies with the necessary quality standards, we cannot offer any kind of refund or send any new product.

Products and photos

When you place an order on our website, please remember that it will only include the products specified in the description.

For example, if you like the vase in the photo but it doesn’t appear in the description, you will have to add it to your order separately.

The photos on our website show the average size of our bouquets, and their composition and shape may vary slightly. Please consult our Substitution Policy if you would like to find out more about this.

Custom Products: Customized product images may differ depending on the product or photo you choose to put. The colors depending on where we engrave the image will change depending on the original color of the material on which the engraving will be made.

Glass engravings have no color and the images have been modified to display the final result.

Complaints and refund requests

In accordance with the provisions of article 103 of Spanish Law 3/2014, of 27 March, amending the consolidated text of the General Consumer and User Protection Act, the right of withdrawal does not apply to the supply of goods that are made to the consumer’s specifications or are clearly personalised, or that, due to their nature, cannot be returned or may deteriorate or expire rapidly.

Does your bouquet or plant fail to meet your quality expectations? We are really sorry to hear that your experience with us has not been a positive one. Please send us a photo of the product within 24 hours of receiving the delivery so that we can investigate what happened. We are committed to assessing your case and providing a response as soon as possible; for this reason, we need you to send us the photo within this time. Otherwise, we will be unable to help you and handle your complaint. You can send the photo through the form you will find here.

Please note that refunds are offered in the form of a voucher in your FloraQueen account to be used on your next order. The refund voucher is valid for a year and cannot be used alongside other promotions.

Right of withdrawal

If you are not satisfied with one of the non-perishable items you have received, you have up to 14 calendar days to return it with the invoice and receive a refund for the item and the delivery fee. Please note that this category does not include flowers or plants. When we receive the product, we will proceed to issue a refund on the payment method you used to pay for your order.

We will need proof of delivery to approve the refund, so please send the product(s) you wish to return via registered post. We also advise you to take out insurance with the carrier you choose, in order to cover the value of the product in the event of an incident. Please note that costs incurred by sending the product back are not included in the refund.

It is very important that the products remain in their original packaging as far as possible so that we can issue a full refund. If, when you receive the order, you see that the product is not in good condition, please note down this information on the courier’s delivery note and contact us as soon as possible so that we can consider this when handling your complaint.

If you only want to return one of the items in your order, we can refund you the price of it, but not the expenses incurred by sending it back to us.

Finally, please remember that we cannot handle returns of food products, such as chocolates or drinks, if they are returned to us unsealed. As indicated in point E of article 103 of the Spanish General Consumer and User Protection Act, the right of withdrawal does not apply to contracts that concern the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, where they have become unsealed after delivery.

Custom products: If you buy this type of product you will not have the right to return it, since it has been expressly manufactured.

Payment methods and incident management

You can pay for your order from our website using a credit or debit card (Mastercard, Visa, Visa Electron, Maestro), PayPal or Amazon Pay.

Cancellations or modifications

Once you have placed your order, you will not be able to modify or cancel it under any circumstances, as order processing begins immediately after the order is placed.

Product substitution policy

Occasionally, the florist preparing your order may not have one of the items or flowers that appear in the bouquet description in stock, and will need to substitute it with another product. Don’t worry: we guarantee that the substitute will always be of the same or higher value compared to the product