This page explains how to change or cancel an order, when you get your money back, and how quickly. It forms part of our Terms of Sale — read together with section 9 (right of withdrawal) and section 10 (quality claims) of that document.
Last updated: 6 August 2026
1. Changing an order
Tell us as soon as possible at dubai@jfloo.com or +66 8 0431 9883, quoting your order number.
We can normally change the delivery date, time slot, address, recipient details or greeting-card text up to 6 hours before the scheduled delivery time, and in any case before the order has been dispatched. After that the arrangement is already with the courier and changes may not be possible.
If the change increases the price — a different composition, a longer delivery distance, an express slot — we tell you the new total and ask you to confirm before we proceed. If it decreases the price, we refund the difference.
2. Cancelling an order
| When you cancel |
What happens |
| Before the bouquet is assembled and before components have been bought specifically for your order |
Free cancellation, full refund including delivery charge |
| After components have been bought specifically for your order but before assembly |
We refund the order less the documented cost of those components. We tell you the amount before deducting it |
| After the bouquet has been assembled |
Cancellation is not possible for perishable goods. See section 4 below if the reason is a quality problem |
| Non-perishable, non-personalised items (vases, toys, packaged goods) |
The statutory 14-day right of withdrawal applies — see section 9 of the Terms of Sale |
This reflects Article 16(c) and 16(d) of Directive 2011/83/EU: the statutory right of withdrawal does not extend to goods that deteriorate rapidly or that are made to your specification. It does not affect any right you have under the mandatory consumer law of your country of residence.
3. Failed delivery
Wrong or incomplete address given by you. The order is not refunded, because flowers are perishable. We contact you to confirm the correct address and arrange redelivery; the second delivery attempt is charged.
Recipient unavailable. Our courier attempts to reach the recipient and you. Where safe and permitted, the order may be left with a neighbour, concierge or reception. If it cannot be delivered at all, we hold it and agree a new attempt with you; redelivery is charged.
Delivery impossible through our fault or through circumstances beyond anyone's control — for example an area closed by the authorities. You choose a new delivery date or a full refund, including the delivery charge.
4. Quality claims
If you are not satisfied with the quality of the flowers or the arrangement, contact us within 24 hours of delivery at dubai@jfloo.com or +66 8 0431 9883. Please give your order number, or enough detail to identify the order — buyer or recipient name and delivery address — and attach a photograph of the goods as received.
The 24-hour window exists because the goods are perishable and a claim can only be verified while the product is still in its delivered condition. It does not remove or shorten any statutory remedy available to you under mandatory consumer law, including the legal guarantee of conformity under Directive (EU) 2019/771.
What you can get:
- Replacement — a new arrangement, normally the same or the next day, after we agree the details with you. The guarantee also covers additional items included in the order.
- Price reduction, where a replacement is not proportionate and you prefer to keep the goods.
- Full or partial refund, where replacement is impossible, disproportionate or not carried out within a reasonable time.
We may ask you to hand the original arrangement back to the courier so we can inspect it. That is free of charge for you.
5. Late delivery
- More than 30 minutes late through our fault, and the delivery has lost its purpose — you choose a new date and time, or a full refund.
- Late but still useful, and you are legitimately dissatisfied — on request we refund the delivery charge and add a complimentary item to the order at our expense.
- Not delivered within 30 days of the contract — you may set an additional reasonable period; if we still fail to deliver, you may terminate the contract and we refund everything without undue delay (Article 18, Directive 2011/83/EU).
6. How refunds are made
- Always by the same payment method you used, unless you expressly agree otherwise. You never incur a fee as a result of the refund.
- Timing: within 3 business days of us accepting the claim or cancellation, and in any event no later than 14 days.
- Where the statutory right of withdrawal applies, standard delivery costs are refunded as well. If you chose a more expensive delivery option than our standard one, we refund the standard cost.
- How quickly the money appears on your account also depends on your bank or payment provider.
7. If we cannot agree
Write to dubai@jfloo.com. We acknowledge every complaint and aim to answer substantively within 14 days. If we cannot resolve it, you may refer the dispute to a competent alternative dispute resolution body in your country under Directive 2013/11/EU, or bring proceedings in the courts of the country where you are domiciled.
