Where's my order?

You can follow your order status at all times by tracking it here.

Once you've completed the purchase of your bouquet or plant, we'll send a notification to our trusted local florists in the area you selected for delivery. They will accept the order as soon as possible and start preparing it to ensure it reaches its lucky recipient on the date you requested.

We'd like to inform you that, for the moment, we cannot send a tracking number in all cases because many of our florists use their own transportation. We are working to improve our clients' experience in this respect.

Can I order flowers for same-day delivery?

If the delivery date is the same as the date the purchase was made, your order might not be processed on time. Even though our florists always have the necessary variety of flowers available, unexpected circumstances may arise that prevent them from accepting the order.

If it is not possible to deliver your bouquet or plant on the date requested, we will refund the delivery fee, but we cannot refund the total price of your order. If the delivery date has passed and you have not heard from us, please contact us here so that we can investigate what happened.

Will the flowers arrive on the date I requested?

We always do everything within our power to ensure that orders arrive on the date indicated by our customers. However, sometimes we face external factors that cause a delay in shipping.

In the event that your order has not been delivered on the selected date and time and more than 24 hours have passed, please contact us by clicking here.

Please write us a message here if your order has not been delivered and the shipping status appears as confirmed.

Are the products available in all the destination countries?

When you enter the website, you should first select the delivery country to check the flowers and plants available from our catalogue. In each country, the delivery options may vary according to the climate and environment.

To obtain a real list of the products available, it's very important for the delivery country selected to be the same as the one the recipient is located in. If you choose a product that's available in other countries, but not in the one you selected for delivery, we will be obliged to cancel your order.

I have not received the additional products I ordered

Please bear in mind that only the products specified in the order description and what you add during the purchase process will be included in it.

If an additional product appears in the photo but is not specified in the description, it will not be sent. You can check all the products you will receive in the purchase summary before accepting the payment. Once your order has been processed, we will not be able to send any more additional products.

If you haven't received a product in your order, please contact us by clicking here. We will proceed to send you the order without this product and we will refund you with a voucher for the same price to be used on your next order.

Why have I received a different additional product to the one I ordered?

As we use an extensive network of florists all over the world, we sometimes cannot guarantee a specific brand in the products that will be added to your order. In addition, it is possible that these products will not be exactly the same as those that appear in the photos published. But don't worry, we assure you that they will always be of a similar quality to those you see on our website.

What quality standard can I expect from the flowers?

All the florists we work with have been selected for the quality of the products they offer. Our goal is for our bouquets to always contain the freshest flowers.

Nonetheless, occasionally the flower quality may be affected by factors beyond our control. If you have received flowers that do not meet the quality standards you expected, please send us a photo of the product and your order number by clicking here. We will try to solve the problem as soon as possible.

How are the discount codes applied?

If you have a discount code and you wish to use it for your purchase, you simply need to select the "Discount Code" box before confirming payment, on the right side of the screen. Next, you should introduce your code and confirm it. Lastly, you just need to wait for the website to confirm the correct application of the discount to proceed with the payment of your purchase.

Please remember that it is not possible to accumulate more than one discount in the same order, so if you have more than one code you will have to choose which one you wish to use. Additionally, we cannot apply the discount if the code has not been introduced correctly during the purchasing process.

If you have any questions about how to apply your discount, you can always write to us here.

How can I change the delivery address?

You can modify your order details while it still appears as Created in your personal account area. If your order status is Being prepared, this means that one of our florists has already started work on it, so we cannot make any change.

If you are still in time to modify it, please click here to communicate your new delivery address to us.

Can I change or cancel my order?

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.

Can I request a refund of my order due to shipping delays?

Unfortunately, due to unforeseen circumstances beyond our control, delivery delays may occur. However, we do not offer refunds for these delays, as we make every effort to meet agreed upon deadlines. We are committed to providing the best possible experience and appreciate your understanding in these situations.

How can I request an invoice?

To request an invoice for your order, you should start a session in your FloraClub profile and enter the "Previous Orders" section. Once you have selected your order, you will see the "Request an Invoice" option. When you click on this option a page will appear allowing you to introduce your details and obtain your invoice.

If you'd like to change your order invoice, you simply need to follow the same process explained above and correct the corresponding details.

How do I place an online order with FloraQueen?

To make a purchase on our website, you must first select the country where you want to send your order. This way, you'll be able to view the flowers and plants available from our catalog.

Once you've selected the delivery country, you can choose from the various available options that you like the most. You can also add some extra details to your gift and a personalized message for the recipient to the cart.

After you've finished selecting your products, you'll need to input the delivery details for your order. It's very important to verify that all the information is correct to ensure your order arrives without any issues.

Lastly, the system will guide you through entering the payment details, which will be securely processed through our platform.

Once the order has been confirmed, you'll receive an email with the summary of your purchase, and our system will assign it to one of our trusted florists.

We always strive to keep the prices of our products as affordable as possible. However, on occasions, we may need to adjust them if the florist informs us of any variations in the cost of materials, preparation, or transportation.

If this happens with your order, we will promptly contact you to inform you of the changes.

Please note that we do not make deliveries on Sundays or holidays. We also cannot process orders via phone or email.

I'd like to reset my password

We will send you a new one, all you need to do is click here.

How can I stop receiving the Newsletter with offers?

If you no longer wish to receive our offers, all you need to do is search for the link on any of the newsletters we have sent you in order to unsubscribe. You will find it at the bottom of the email.

Once you click on the link, your subscription will be cancelled automatically.o