GUARANTEE OF SATISFACTION
Oleander Flowers offer a no quibble guarantee in regard to the quality of our products. To avail of this guarantee we must be advised within 3 days of delivery. We guarantee to replace defective items immediately with the same product or an alternative product (of equal or greater value) and to your satisfaction.
Note: We guarantee fresh flowers to last for a minimum of 5 days, provided the care instructions displayed in Oleander Flowers have been followed. In the unlikely event that your flowers do not last a minimum of 5 days we undertake to replace the flowers contained in your purchase with fresh flowers or an alternative product (of equal or greater value) and to your satisfaction.
We must be informed within 5 days of delivery and the original flowers must be made available for return. To advise us of failure of flowers to last the guaranteed 5 days, please call us immediately +971 4 344 0560 or email [email protected]. You should quote your Order Number (not your customer code) and your Name and the Email address used to place the original order. All the refunds of any transaction’s amount against any purchase through this website would be refunded to the original mode of payment.
1.1 Flowers delivery charge as advised in our delivery section will be applicable. If you request delivery to remote areas which are not normally delivered by Oleander Flowers, will be advised of any additional charges as soon as possible after receipt of your Order Form. Selected products are not available for delivery to certain areas – where possible we will advise you of these restrictions when you place your order.
1.2 Should you require your delivery to be made within a specific time period we are able to offer the following delivery services:
(i)‘Next Day Delivery’ – This is the Oleander Flowers’ standard delivery option, which is by default selected once an order reaches the checkout stage. It is offered to orders for delivery within the UAE. Oleander Flowers does not ensure specific delivery time slot for this modality. All Order Form submitted as ‘Next Day Delivery’ will be delivered from 9am to 7pm of the next business day. This delivery service is offered subject to availability and is not available for certain products – the service may be withdrawn without notice during busy periods.
(ii)’Same Day Delivery’ – The service is offered to orders for delivery within the UAE. Should you require this delivery service, your Order Form must be submitted (requesting this service) by 5pm of the required delivery date. This delivery service is offered subject to availability and is not available for certain products – the service may be withdrawn without notice during busy periods.
1.3 On acceptance by us of your Order Form we will advise you by e-mail confirmation of the intended delivery date. Where same day delivery is available for the product you are ordering for delivery within the UAE we must receive your Order Form by 1pm (prevailing local time).
We will process Order Forms received on Fridays or Public Holidays on the next working day.
1.4 Incorrect personal details may lead to problems or delays in delivery, so before placing your order, please ensure that you have included the full address details, including accurate postcode of the intended recipient and telephone number, together with your daytime contact telephone number or e-mail address so that we can notify you in the event that any delivery problems are encountered. We highly recommend that you provide us with your Mobile Number for this purpose.
1.5 Certain products may be delivered during a delivery period, providing delivery within a time frame around your preferred delivery date – if this is the case for your order, we will advise you after you have completed your order form.
1.6 Whilst we agree to use all reasonable endeavors to ensure that delivery will be on the requested delivery date or during the delivery period you acknowledge that actual delivery will be via a local florist or for certain orders via third party courier or postal service and in very occasional circumstances delivery on the requested terms will not be possible. In such circumstances you will be given prior notice wherever possible and we shall either make alternative arrangements or shall reimburse your payment in full in accordance with clause 1.5 above. Orders fulfilled via courier or postal services will be dispatched the day prior to the nominated delivery date.
1.7 In the case of delivery to certain locations where a third party is involved, such as offices, hospitals, Funeral Directors, airports, hotels, ships and other business locations, the signature of any person authorized to accept delivery on behalf of the organization shall be accepted as proof of delivery to your chosen recipient.
1.8 It is possible to select a preferred delivery time within the order process for items ordered from the ‘Sympathy’ & ’Funeral’ product ranges. This option should be used only for orders requesting delivery to funerals or funeral parlors. Whilst every effort will be made to ensure your order is delivered prior to the time selected, no guarantee for delivery by the time specified can be given. To assist us in meeting your preference, please ensure your order is placed at least one working day prior to the preferred delivery time.
1.9 In the instance of there being difficulties in delivering your order to the intended recipient we (including the florist or third party delivering your order) reserve the right to contact the recipient using the contact details you provide on the Order Form.
1.10 When placing your order you are able to specify further delivery information using the ‘Delivery Information’ field provided. This is intended to provide further guidance to the party delivering your order which isn’t included within your address information – for example to specify floor number, or hospital ward. We reserve the right to not action any delivery requests specified in this field which we deem unacceptable and will use other elements of address information provided elsewhere on the order form to fulfil your order.
1.11 Before placing your order, please review delivery cut-off times & prices – accessed from the Flowers home page.
1.12 Delivery Charges: Where more than one attempt to complete delivery is necessary, because of any inadequacy in the information provided for delivery purposes or where the recipient was unavailable to accept delivery, the delivery charge portion of an order may be charged again, using the payment details provided with your original order.
A notification of the charges will be sent by email to the email address provided as part of the order process.
1.13 Deliveries in Dubai city area and Abu Dhabi city area are made by our drivers. We reserve the right to assign a third party courier to perform deliveries which are out of those areas, and or within those areas during high demand periods.
UNDELIVERED ORDER OR WRONG DAY DELIVERY
Note: Our normal delivery charge does not guarantee a time of delivery. We do offer a premium delivery service, in some circumstances. It is your responsibility to ensure you have ‘added’ this feature to your order to ensure provision of that service. The timed options are not available in all circumstances. Where you have elected to purchase premium delivery and the service is unavailable we undertake to refund (or to not charge) the relevant portion of the fee.
In the unlikely event that your order is not delivered as requested, and provided such failure is not as a consequence of failure on your part to provide accurate information to enable delivery you must advise us as soon as you become aware of this, but not later than 30 days after the originally specified delivery date.
To advise us of non-delivery, please Telephone +971 4 344 0560 or email [email protected]. You should quote your Order Number (not your customer code) and your Name and the email address that you used to place your order. We undertake to respond to your complaint in as short a time frame as possible, but not later than 3 working days. If delivery has not taken place we undertake to complete the delivery to your satisfaction immediately or Refund your money in full.
We regret that we cannot accept complaints of non-delivery made after 30 days. In such event no refund is possible.
Where Oleander Flowers are unable to complete a delivery, because of any inadequacy in the information provided for delivery purposes or where the recipient was unavailable to accept delivery, the delivery charge portion of an order may not be refunded. If this is the case you will be advised of this.
Where more than one attempt to complete delivery is necessary, because of any inadequacy in the information provided for delivery purposes or where the recipient was unavailable to accept delivery, the delivery charge portion of an order may be charged again, using the payment details provided with your original order. A notification of the charges will be sent by email to the email address provided as part of the order process.