Terms of Sale

These Terms of Sale govern every purchase you make on https://www.jfloo.com/. Please read them before you order — by confirming an order you accept them. They are drafted to comply with Directive 2011/83/EU on consumer rights and Directive (EU) 2019/771 on the sale of goods.

Last updated: 6 August 2026

1. Who you are contracting with

• Seller: jfloo.com, trading as JFLOO (Fiesta Flowers)
• Local contact for Dubai: Souk Warsan - Shop 329, Ground Floor, Block C - Warsan First - Dubai International City - Dubai - United Arab Emirates — dubai@jfloo.com, +66 8 0431 9883

Use dubai@jfloo.com for orders, complaints and any request to exercise your rights under these Terms. We treat email as a durable medium.

2. Who these Terms apply to

They apply to consumers — natural persons acting outside their trade, business, craft or profession — and, with the modifications in section 14, to business customers. Where a provision is stated to apply to consumers, a business customer cannot rely on it.

Nothing in these Terms removes or limits any right you have under the mandatory consumer law of the country in which you habitually reside (Article 6 of Regulation (EC) No 593/2008, "Rome I").

3. The products

Fresh flowers are a natural product. Stem length, exact shade and the degree to which a bud has opened vary between individual plants and between seasons. The photograph on a product page shows the intended composition, style and size — it is not a guarantee of an identical result.

Substitution. If a specific flower or a component of a composition is unavailable in the destination city on the delivery date, we may substitute a flower of equal or higher value, keeping the colour scheme, style and overall value of the arrangement. Where the substitution is significant, we contact you first. If you do not accept the substitution, you may cancel the order and receive a full refund.

Perishability. Flowers, plants, cakes, confectionery and food items are goods liable to deteriorate or expire rapidly. This affects your right of withdrawal — see section 9.

4. Prices

• Prices are shown in the currency you select and include all applicable taxes for the destination city, unless the product page states otherwise.
• Delivery charges, express-time surcharges and any other additional cost are shown separately before you confirm the order. You never pay a charge that was not shown to you first.
• The price that applies is the one displayed at the moment you confirm the order.
• If we discover an obvious pricing error before dispatch, we will contact you and you may either confirm the order at the correct price or cancel it for a full refund.

5. How a contract is formed

1. You select products and enter delivery details.
2. Before confirming, you are shown the total price including delivery, the delivery date and slot, and these Terms. The confirmation button is labelled to make it clear that the order carries an obligation to pay.
3. Placing the order is your offer to buy.
4. The contract is concluded when we send you an order confirmation by email or messenger. That confirmation states the products, total price, delivery address, date and slot, and includes these Terms and the withdrawal information in section 9.

If we cannot accept your order — for example, because delivery to that address is not possible on the requested date — we will tell you promptly and refund any payment in full.

6. Payment

Available payment methods are shown at checkout and vary by city. Payment is processed by our payment service providers; we do not receive or store your full card details. Where an order is paid on delivery, payment is due at the moment the order is handed over.

7. Delivery

• We deliver to the address you provide, within the delivery zone of the selected city. Delivery zones and charges are shown at checkout.
• You choose a delivery date and time slot. We deliver within that slot. We do not guarantee delivery at a precise minute unless you purchase an exact-time option where offered.
• In any event we deliver without undue delay and no later than 30 days from conclusion of the contract, as required by Article 18 of Directive 2011/83/EU. If we fail to do so, you may give us an additional reasonable period; if we still fail, you may terminate the contract and we will refund all sums paid without undue delay.
• Risk passes to you when you or a person you nominated — including the recipient of a gift — takes physical possession of the goods.
• Recipient unavailable. If the recipient is not at the address, our courier will attempt to contact them and you. Where safe and permitted, the order may be left with a neighbour, concierge or reception. If delivery cannot be completed at all, we hold the order and contact you to agree a new attempt; a second delivery attempt is charged.
• Wrong or incomplete address. If delivery fails because the address you gave was wrong or incomplete, redelivery is charged. We will always try to reach you to confirm the correct address first.
• Anonymous and surprise deliveries. We can withhold the sender's name from the recipient if you ask. We cannot conceal the fact of delivery from the recipient.

8. Delays caused by us

If we are more than 30 minutes late through our own fault and that makes the delivery pointless for the occasion, you may choose either a new delivery date and time or a full refund.

If delivery is late but still useful, and you are legitimately dissatisfied, we will refund the delivery charge on request and add a complimentary item to the order at our expense.

9. Right of withdrawal — and when it does not apply

General rule. As a consumer buying at a distance you normally have 14 days to withdraw from the contract without giving any reason (Article 9 of Directive 2011/83/EU).

Important exceptions that apply to most of our range. Under Article 16 of that Directive the right of withdrawal does not apply to:

• goods which are liable to deteriorate or expire rapidly (Article 16(d)) — this covers fresh flowers, plants, cakes, confectionery and other food items; and
• goods made to your specifications or clearly personalised (Article 16(c)) — this covers custom bouquets and personalised items.

We tell you this before you order, as Article 6(1)(k) requires. By confirming an order for such goods you acknowledge that the 14-day right of withdrawal does not apply to them.

Where the right does apply — for example non-perishable, non-personalised gifts such as vases, toys or standard packaged goods — you may withdraw within 14 days of the day on which you or your nominated recipient takes possession. To withdraw, send an unambiguous statement to dubai@jfloo.com; you may use the model withdrawal form in Annex I(B) of the Directive, but you are not obliged to. We will refund all payments received, including standard delivery costs, within 14 days of being informed, using the same means of payment you used. We may withhold the refund until we receive the goods back or you supply proof of return. You bear the direct cost of returning the goods and are liable for any diminished value resulting from handling beyond what is necessary to establish their nature and characteristics.

Cancelling before we start work. Independently of the statutory right, you may cancel any order at no cost while the bouquet has not yet been assembled and no components have been bought specifically for it. See our Order Modification and Cancellation Policy.

10. If something is wrong with your order

Legal guarantee of conformity. We are liable under Directive (EU) 2019/771 if the goods do not conform to the contract. For durable goods this liability lasts two years from delivery. For perishable goods the guarantee necessarily runs for the natural life of the product, which is why we ask you to raise quality issues quickly.

Quality claims on flowers. Contact us within 24 hours of delivery, at dubai@jfloo.com or +66 8 0431 9883, with your order number and a photograph of the goods as received. This 24-hour window is a practical arrangement for perishables to let us verify a claim while it can still be verified; it does not remove or shorten any statutory remedy available to you under mandatory consumer law.

Remedies. Where a claim is justified you may have the goods brought into conformity by replacement — we deliver a new arrangement, usually on the same or next day — or, where replacement is impossible, disproportionate or not carried out within a reasonable time, receive a price reduction or terminate the contract and be refunded. The quality guarantee covers additional items included in the order. We may ask you to hand the original arrangement back to the courier, at no cost to you.

Refunds are made by the same payment method you used, within 3 business days of us accepting the claim and in any event no later than 14 days.

11. Your obligations

• Give accurate and complete delivery details, including a working phone number for the recipient.
• Ensure you are entitled to share the recipient's contact details with us for the purpose of delivery — see section 5 of our Privacy Policy.
• Do not use the greeting card or delivery instructions for unlawful, threatening, defamatory or abusive content. We may refuse to print such text and, if we do, we will contact you before delivery.

12. Our liability

We are liable for foreseeable loss and damage caused by our breach of these Terms or our negligence. We do not exclude or limit our liability in any way where it would be unlawful to do so — this includes liability for death or personal injury caused by our negligence, for fraud, and under mandatory consumer protection law.

We are not liable for failure to perform caused by events beyond our reasonable control, such as extreme weather, strikes, civil unrest, or closure of an area by the authorities. Where such an event prevents delivery, we will agree a new date with you or refund you in full.

13. Intellectual property

The site, its texts, photographs and design are protected by intellectual property law. You may use them for your own private, non-commercial purposes. Any reproduction, distribution or modification for other purposes requires our prior written permission.

14. Business customers

If you order in the course of a trade, business, craft or profession, sections 9 and 10 apply in the form provided by the applicable commercial law rather than consumer law, and our liability towards you is limited to the value of the order, save for liability that cannot lawfully be limited.

15. Complaints and dispute resolution

Please contact us first at dubai@jfloo.com or +66 8 0431 9883. We acknowledge every complaint and aim to give a substantive answer within 14 days.

If we cannot resolve the matter, you may refer the dispute to a competent alternative dispute resolution (ADR) body in your country under Directive 2013/11/EU, or bring proceedings in court. As a consumer you may bring proceedings in the courts of the country in which you are domiciled.

The European Commission's online dispute resolution (ODR) platform ceased operations on 20 July 2025 and is no longer available.

16. Governing law

Nothing in these Terms deprives you, as a consumer, of the protection of the mandatory provisions of the law of the country in which you habitually reside, in accordance with Article 6 of Regulation (EC) No 593/2008 ("Rome I").

17. Changes to these Terms

We may change these Terms. The version that applies to your order is the one published at the moment you confirm that order; changes are never applied retroactively. The current version is always on this page.