DELIVERY of Flowers
If you place an order on the site, the flowers can be delivered within the same day in Nairobi and next day in other parts of the country like Mombasa. Some delivery cut off times may vary without notice during busy periods. All delivery outside Nairobi CBD will require an ex-tra cost for delivery. In this case we will contact you before the delivery. In very special dates like Valentine’s day or Mother’s Day some different conditions may apply.
MANDATORY INFORMATION for delivery
We need to have the full and correct information as well as the phone number of the recipient for your flower order. If shipping is to a different location to your billing address, indicate on the shipping field. Our relationship manager might call to confirm the recipient delivery address. Without this information provided by the customer, Jospah Florist cannot guarantee the delivery of the order and a refund must not be given. When our florist realizes that the recipient address is incorrect, we will try to contact you. However, a delivery can be changed by contacting our customer support team on live chat and they will edit your delivery information. Since the customer is responsible for the correctness of his information, Jospah Florist will not be liable if the order delivery details are incorrect and cannot be delivered. In this case there will be no refund of the order.
A change of delivery address and or the person, where the flowers should be delivered can only be guarantee when it is made 1 hour after checking out and completing payment. If a change is sent with short term notice Jospah Florist reserves the right to cancel the order. The same applies for changes of card message. If you want to modify the message of your flower order, we need to have it in written 1 hour after the order is confirmed. Otherwise we cannot confirm the change of the text message. If you want to send flowers to a hotel, hospital or to a public building, we would like indicating specific time of delivery to avoid inconveniences. For a delivery to such a location the full address and a phone number is even more important. Please provide in these cases all information you have in the delivery comment field (such as room (ward) number). If the recipient does refuse the flowers, you have no right for a refund by Jospah Florist.
SAME DAY DELIVERY
If you place an order on our website, normally the flowers can be delivered on the same day in Nairobi and its environments. Guarantee for same day delivery is for orders before 3pm. If a location is far or remote, deliver will be made next day.
There might a delivery charge, you will see at the end of the order you place. Delivery charges depend on the area and the distance from Nairobi CBD.
RECIPIENT NOT AVAILABLE / NOT AT HOME
We always try to contact the recipient before the delivery by phone. In some cases, we try to make delivery without speaking to the recipient or if they do not answer the phone. We can make the delivery by leaving the flowers by a guardian person or concierge. This is also considered delivered.
FLOWERS / PRODUCTS MIGHT BE SIMILAR
The images on our website are system images and for reference only and the delivered flowers may look different. Whilst every effort is made to match as closely as possible, sometimes colour shades can be different to the website image. Depending on availability on the day if an exact colour is not available, we reserve the right to replace with an alternative colour and if a particular flower is not available, a suitable alternative will be made to the same value or greater, to try and match as closely as possible the original request. Certain flower may be delivered in bud to ensure longer life. Packaging, boxes, or vases etc may change depending on availability on the day.
EXTRA GIFTS (ADD ONS)
If Teddy Bear, Vase or Balloons etc are also ordered, they will be delivered with the flowers. We reserve the right to supply the item with a change of colour/ wording from image, depending on availability on the day. This does not apply to wines, which will always be as ordered, red, white, champagne etc. only the brand name may change if necessary. With regards to consumables, an unavailable item will be replaced by a similar alter-native. In most cases Extra Gifts/Cakes/Chocolates have to be accompanied by Flowers. A message will advise No Product Selected if this is the case and you will need to add Flowers to your order.
When you are not happy with the service provided and the flowers the recipient received, please send us a complaint in written and a picture of the bouquet. We must have the complaint 2 days after the delivery date. Otherwise we may not be able to consider your complaint. If flowers or any add-ons have not been delivered, please send us your claim within the next 2 days together with your order number. We will try to clarify the situation as soon as possible.
For any late deliveries, which are out of control from us, there might be no re-fund for the customer. For instance, if the recipient is not at home or currently not available at the address given. However, we will always try to contact the recipient before by phone and to arrange a delivery.
Substitutions may be necessary to ensure your arrangement is delivered in a timely manner. The utmost care and attention is given to your order to ensure that it is as similar as possible to the requested item.
- In arrangements of assorted flowers, the colors shown online will be used if at all possible, even if this means substituting other kinds of flowers of equal or greater value.
- For one-of-a-kind flower arrangements, such as all roses or all lilies, we will make every attempt to match the flower type, but may substitute with another color.
- If the floral container shown online is not available, a similar container will be used.
- Specialty gifts may be substituted with another specialty gift of equal or greater value and of similar theme and category.
CANCELLATION & REFUND
- Any cancellations to the order shall be made before 48 hours of the actual day of delivery to claim refund of the paid amount. For same day delivery, cancellation must be made within 60 minutes after placing the order. No refund shall be made once the 48hr delivery window starts or 60 minutes lapse after ordering for same day delivery. Cancellation is not possible if the product is dispatched. Also personalised Products once placed cannot be cancelled.
- Cancellation of order shall be made with mail with Subject: ” Cancellation Request” and sent to email@example.com
Mail shall contain following details: –
a. Order ID:
c. Refund Account Details:
3. Cancellation shall be initiated after formal order cancellation request is received at firstname.lastname@example.org
4. Refund shall be made under following conditions:
a. Order was cancelled.
b. Order was not delivered to the recipient. (This does not include the case for unfounded recipient)
c. If there is any complain regarding the quality of the product being delivered, we will inquire about the same and if it is found to be true, the customer will get a full refund or the product will be replaced.
5. A refund can only be requested in case of service failure, our team will evaluate if an order qualifies for a refund and the decision of our management will be final. The refund amount in no circumstances can exceed the amount paid by customer, we are not liable for any loss or claim beyond the amount actually paid by customer.
6. In case of Cancellation, 8% charge will be applicable.
7. Any discounted or exempted amount cannot be claimed for refund.