Terms of service

When you place an order on our website/grabmart, you acknowledge and agree to the following terms and conditions:

ORDER PROCESSING

• Orders will be processed upon confirmation of payment.
• For expedited payment confirmation, kindly send a proof of payment via email or our social media platforms (Facebook, Instagram, and Google Business Page).
• Same-day deliveries require orders to be placed before the 5:00 pm cutoff time. Contact us to inquire about available slots beyond this time. Otherwise, your item will be delivered on the following day.
• If anonymity is preferred, please indicate it in your special instructions or email us at sales@flowerline.ph with your Order ID as the subject, specifying your request in the body.
• Orders consisting solely of add-ons (e.g., balloons, chocolates, teddy bears) will be canceled. All orders must include at least one flower arrangement.
• Kindly extend your patience and understanding, particularly during special occasions, as we frequently experience a high volume of calls and messages.
  
  

CANCELLATION POLICY

Customer's Cancellation:

• Orders for same-day deliveries or those placed one day in advance cannot be canceled once the flowers are arranged.
• For advance orders, cancellations are accepted at least 2 days before the delivery date.
• After cancellation, please anticipate a full refund within 7-14 working days, exclusive of transaction fees charged by payment gateways.

Flowerline’s Cancellation:

We retain the right to decline, postpone, or modify orders in unsafe areas, particularly during nighttime. Customers will be promptly informed to adjust the delivery time or location.

REFUND POLICY

• It's important to note that the initial petals of flowers are guard petals. Occasionally, they may appear charred or discolored, but they can be easily removed to reveal fresh blooms. In such cases, complaints will not be eligible for a refund or exchange.
• To qualify for a refund due to delivery or product issues resulting from our error, customers must report the complaint within 24 hours of receiving the order. The items must be in the same condition as when delivered. Refunds are subject to review and investigation, and transaction fees imposed by Payment Gateways (e.g., PayPal, PayMongo) are non-refundable.
• If payment has been made and the selected products are unavailable or the delivery location is unserviceable, a refund will be processed. Expect the full refund within 7-14 working days, excluding transaction fees charged by payment gateways. Please note that certain banks may require 15-30 days or until your next billing cycle to process your refund. These timeframes are beyond our control.
• No refunds will be provided for delays or non-delivery resulting from inaccurate information provided by the customer. Please refer to our policy on Redelivery below.
  
  

PRODUCTS

Customer Message

• Customers are responsible for the content of their message cards or ribbon messages. Please review your grammar and spelling, as we strictly adhere to the information provided in your order details.

Prices

• Prices are subject to change without prior notice.
• For customers located outside the Philippines, please be aware that our prices are listed in Philippine pesos.

Product Availability

• All products are subject to availability.
• Due to weather conditions and regional factors affecting flower supply, specific flower types or colors in an arrangement may not always be readily available. Refer to our Substitution Policy below.
• Balloons, wines, food add-ons, tulips, and sunflowers are exclusively available for delivery within Metro Manila. Please review our Substitution Policy for more details.

Substitution Policy

• Customers who have already paid for an unavailable item will be notified and offered a substitution of equal value.
• If the customer selects a substitution of higher value, an additional payment will be required.
• Failure to respond to substitution inquiries at least 3 hours before the scheduled delivery time will result in automatic substitution with an item of our choice, equivalent in value.
• Please note that all items are subject to availability. During the busy Valentine’s season, some products may be temporarily unavailable, and advance notice may not be possible. In such cases, we will carefully select a replacement of equal beauty and thoughtfulness.
• Items that have already been received by the customer cannot be returned or exchanged, with the exception of non-flower items that are defective. When making a request, please include proof of purchase and several photos of the defect taken immediately upon receipt. Review our policy on Customer Complaints below.

Color

• Customers should prepare a secondary color choice for flowers in the event that the primary choice is unavailable.
• Flower and material colors may exhibit slight variations from those displayed on our website due to photographic lighting and monitor settings.

Design

• Floral arrangements cannot be replicated identically, as they are crafted by hand.
• The type of wrapping material and container are subject to change, with or without prior notice, based on availability.
• Bouquet design and size may vary slightly from the desired item to ensure proper fit within the packaging.

Flowers, Lifespan, and Quality

• It's important to note that the initial petals of flowers are guard petals, which may appear charred or discolored. However, they can be easily removed to reveal fresh blooms.
• Flowers may arrive in bud form, especially during peak season. While supply conditions are beyond our control, these buds will naturally bloom within a few days, revealing their full beauty.
• Please anticipate that flowers will remain fresh for only 1 to 5 days, contingent on weather conditions and room temperature.
• Our products are perishable, and any delays in delivery may impact their quality.

Boxed Orders

• Bouquet design and size may differ slightly from the desired item to ensure proper fit within the packaging.
• Safety boxes help protect the item(s) during delivery and may be added to your order for an additional fee of ₱150. However, our team reserves the right to box the item(s) when necessary, even if the option is declined, due to heat or other factors that may affect the item(s) during delivery. This is especially important during peak seasons such as Valentine’s Day and Mother’s Day.

Standing Bouquets

• This standing bouquet features shorter stems secured in floral foam for stability and easy display. Designed to stay fresh and intact during transport, it arrives ready to enjoy. With minimal care and regular watering, it remains vibrant and presentable.
• Please note that these are smaller than hand-tied bouquets.

DELIVERY/SHIPPING

Same-Day Delivery

• For same-day deliveries within Metro Manila, please place your order before the 5:00 pm cutoff time. Contact us to inquire about available slots beyond this time. Otherwise, your item will be delivered on the following day.
• Same-day shipping to provincial areas is subject to approval. Please contact our team to discuss options. Prior to placing an order, kindly review our provincial delivery rates below.
• Additional fees may apply for rush orders.
• For provincial areas, please place your order before the 3:00 pm cutoff time. Contact us to inquire about available slots beyond this time. Otherwise, your item will be delivered on the following day.

Provincial Delivery

• A minimum purchase of P5,000 is required for funeral and inaugural standing arrangements.
• Shipping rates may vary based on the location, with delivery typically taking 24-72 hours.
• In areas lacking affiliated partners, the following options are available:
  • Instead of sending a basket or standing arrangement for a funeral, you may choose to send a bouquet of white flowers.
  • For those who prefer to send a standing arrangement, transportation from Metro Manila may be arranged for a price of P12,000 or higher, contingent on the location. Please note that the arrangement's design will be at our discretion, as certain flowers may not be accessible in specific provincial areas.
  • In cases where door-to-door service is unavailable in certain provincial areas, we will notify the sender via phone or email before processing and shipping the item. Once the item is shipped, we will contact the recipient and provide pickup details. Shipping fees for Luzon (areas outside Metro Manila), Visayas, and Mindanao regions apply to areas not eligible for door-to-door delivery.

Time of Delivery

• Due to the congested and unpredictable nature of traffic, we are unable to guarantee precise delivery times.
• Expect deliveries outside Metro Manila to arrive at least 2 working days after payment confirmation.

Delivery Details

• The customer (sender) is mainly responsible for providing accurate delivery information, including complete names, addresses with landmarks, phone numbers and delivery dates.
• No refunds or replacements will be issued for delays or non-delivery resulting from inaccurate information provided by the customer.
• If the address is found to be incomplete or incorrect when the item is already out for delivery, the item will be returned to our shop, and the delivery will be considered successful. In this scenario, the customer may opt for redelivery at an additional fee. Refer to our Redelivery Policy below.
• Requests for address changes when the item is already out for delivery will be considered on a case-by-case basis. If approved by our team, an additional fee will be assessed based on the new delivery location.
• Requests to change the delivery date may only be accommodated prior to order preparation. Once the order has been arranged, prepared, or endorsed for dispatch, changes to the scheduled delivery date may still be requested but will be subject to approval. Please note that if rescheduling is approved, the flowers may no longer be as fresh as they were on the original preparation date.
• If the item has not yet been dispatched for delivery, the customer may modify the delivery address due to an error or change of mind. This adjustment is subject to an additional fee based on the new location. If the customer no longer wishes to proceed with the order, please refer to our Cancellation Policy within our Terms and Conditions.
• For customers requesting anonymity, please indicate this in your special instructions or contact us at sales@flowerline.ph with your Order ID in the subject line and your request in the email body. When the location is a small town, kindly provide the nearest city.

Recipient

• Please ensure that your recipient is available to receive the order.
• Successful delivery is confirmed only when items are handed to the recipient, an authorized representative, or individuals mentioned below.
• If the recipient cannot be located at the provided address, both the sender and recipient will be notified.
• If both the sender and recipient are unavailable or cannot be reached, items will be delivered to a housemate or representative.
• For deliveries to hospitals, please be aware that hospitals generally prohibit delivery personnel from entering wards or individual rooms. If no representative emerges to receive the order, the delivery will be considered unsuccessful. Consult our policy on Redelivery below.
• If the sender, recipient, and any mentioned individuals cannot be contacted or are unavailable within 15 minutes of the arrival, the item will be returned to our shop, and the order status will remain pending. The customer may choose to schedule redelivery for an additional fee or collect the item from our shop. See our Redelivery Policy below.
• In cases where the recipient refuses to accept the item, the sender will be notified, and the order status will be marked as complete. The sender may opt to have the item redelivered for an additional fee. Refer to the Redelivery Policy below.

Successful Delivery

• Delivery is deemed successful only when:
  • Items are handed to the recipient, an authorized representative, or individuals mentioned below.
  • The address is discovered to be incomplete or incorrect when the item is already in transit. Consult our policy on Redelivery below.
• Once items are successfully delivered, Flowerline is absolved of responsibility for any subsequent loss or damages, whether due to negligence on the part of the recipient, representative, or any mentioned individuals.

Redelivery Policy

• No refunds and replacements will be issued for delays or non-delivery resulting from inaccurate information provided by the customer.
• In the event of non-delivery not attributed to Flowerline's error (e.g., incorrect delivery details provided by the customer), the customer may request redelivery for an additional fee or opt to collect the item from our shop.
• For redelivery, the exact same item that was returned to the shop will be delivered. Consequently, we cannot guarantee the item's freshness as it was on the initial delivery.
• Should you wish to replace the item (e.g., flowers or food) with new and fresh items, a new order and payment will be required.
• Flowerline is not liable for delays or non-delivery arising from acts of God, natural disasters, or other factors beyond our control. Customers will be notified, and orders will be delivered as soon as conditions permit.

Cancellation Due to Location

Flowerline retains the right to decline, postpone, or modify orders in unsafe areas, especially during nighttime. Customers will be promptly informed to adjust the delivery time or location.

Proof of Delivery

Proof of delivery, such as photos, will be provided only upon request. However, on Valentine’s Day, proof of delivery cannot be guaranteed due to the high volume of orders.

Customer Complaints

• Complaints submitted more than 24 hours after the date of pickup, successful delivery, or delivery attempt will not be entertained.
• In your complaint, please attach proof of purchase and several photos of the product, taken immediately upon receipt.
• Flowerline will conduct a prompt investigation upon receiving the complaint.
• Please remember that the initial petals of flowers are guard petals and may occasionally appear charred or discolored. These can be easily removed to reveal fresh blooms. In such cases, complaints will not be eligible for a refund or exchange.

 

GRABMART

Delivery

Orders placed via GrabMart rely on Grab’s app and delivery system. While we prepare orders promptly, technical issues or system delays may occasionally occur beyond our control. We sincerely appreciate your patience and understanding during these instances specially during peak seasons. Flower Line Makati cannot be held responsible for delays caused by Grab’s platform or delivery operations.

Timing

For peak seasons and special occasions, specific delivery times cannot be guaranteed. Orders will be delivered within the selected date or delivery window. Notifications may be delayed during high-volume periods.

SPECIAL OCCASIONS

Valentine’s Day

• Please expect price increases during the month of Valentine's Day due to high demand and limited supply of flowers caused by cold weather.
• For deliveries in provincial areas, we will post your orders in advance with our partner courier. Please expect the flowers to arrive between February 12-14. 
• Cut-off for February 13-14 delivery is on February 11.
• Orders received on February 12 will be delivered on February 15 or 16. 
• Specific delivery time cannot be requested during special occasions due to high volume of orders. As such, please expect your order to be delivered at any time of the day. Thus, your order may be delivered as early as 6:00am or as late as 11:00pm. Nevertheless, orders placed in advance will be prioritized.
• Please note that all items are subject to availability. During the busy Valentine’s season, some products may be temporarily unavailable, and advance notice may not be possible. In such cases, we will carefully select a replacement of equal beauty and thoughtfulness.

Mother’s Day

• Orders placed on May 10 will be delivered on May 11. 
• Specific delivery time is not applicable during special occasions.
• Please note that all items are subject to availability. During the busy Mother's Day, some products may be temporarily unavailable, and advance notice may not be possible. In such cases, we will carefully select a replacement of equal beauty and thoughtfulness.