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LASSANA FLORA FLOWERS AND GIFT DELIVERY POLICY

 
 

Delivery Terms

1.  Delivery Charge

The delivery charge is not included in the product price, but is added during the checkout process and appears in the invoice. Said charge varies depending on the destination chosen as well as the delivery date and time.

2.  Free Delivery

Free delivery for orders over 12 USD within Colombo, Kandy, Negombo & Suburbs with guaranteed delivery between 9 a.m to 5 p.m.

3.  Delivery Times

Delivery available from 6 am to midnight and delivery within a specific time slot is available for an additional fee.

If not specified, we cannot guarantee an exact delivery time slot, as it depends on the availability of our delivery fleet. Otherwise we do the delivery on the requested date.

In some cases, however, and depending on the requested prior notices (cakes), destination chosen, you will be given the option of choosing a time slot within the delivery date.

4.  Currency

Though there is the option of viewing the product price in other currencies (USD), orders will always be charged in Lankan Rupees.

 

Quality Policy

Our flower arrangements are unique and handcrafted, so no two arrangements are ever the same. Every effort is made to match orders as closely as possible to the product photographs and descriptions. While slight variations are sometimes necessary, the concept and quality of the item ordered are always guaranteed. We reserve the right to substitute with flowers of similar style, quality and value in the rare event where a substitution is deemed necessary due to difficulties in supply

 

Products and Images

Products only contain the items listed in the descriptions. Vases and other items are not included, unless explicitly stated in the product description. Photographs of flower bouquets represent the average bouquet size and it is mentioned in the description.

There may be minor variations in the bouquet’s composition and shape. Please see our Substitution Policy below.

 

Product Substitution Policy

From time to time, we may not have some items listed in the product description in stock, and substitutions of items of equal or greater value will be necessary.

In the rare event that a substitution is necessary through flower supply difficulties, we reserve the right to substitute with flowers of similar style, quality and value. Wrapping and ribbon may vary depending on the availability.

**Should the main flower type in the bouquet have to be replaced, we will attempt to notify you; if we are unable to reach you, we will proceed with the substitution to prevent delays in the order delivery. 

 

Colour Substitution Policy

We may make changes to the colour of the flowers, but will maintain the overall shades of the bouquet displayed on the website.

Moreover, we cannot guarantee that the colour shade will perfectly match the one shown in the picture. For instance, a yellow bouquet may be presented in a paler or a deeper shade.

In the event of more extreme colour changes, we will attempt to contact you via emails, voice mails and text messages to inform you thereof. If we are unable to reach you, we will proceed with the colour substitution to prevent delays in the order delivery.

 

Note

In periods characterized by a large volume of orders (such as Christmas or Valentine’s Day), some of the aforementioned policies may be subject to changes:

 

REFUND POLICY


1) Late deliveries

If we are unable to deliver your order on the selected date due to circumstances within our control, you will be entitled to a full refund.

If we are unable to deliver your order on the selected time slot due to circumstances within our control, you willbe entitled to a partial refund which is only the cost of the delivery for the time slot chosen.

(E.g.- If you have placed an order to be delivered between 6-9 and it was delivered at 9.30a.m, you will be charged as it was delivered between 9 a.m-12p.m and in such situations only the balance will be refunded.

In the event of any delay, we will attempt to contact you via calls, emails, voice mails and text messages to inform you thereof. If we are unable to reach you, we will proceed to prevent further delays in the order deliveryand you will therefore not be entitled to a refund.

If, on the other hand, we are unable to make a delivery due to circumstances beyond our control (for instance, the recipient is not at home), you will not be entitled to a refund. Nevertheless, should the recipient be unavailable when we attempt delivery that will return back to the distribution centre and then we generally leave a note via a telephone call/email/voice message/text message from our customer care centre. So within next 24hrs the product(s) could be collected by any assigned person by the sender from our distribution centre.(in a situation where the sender unable to attend, assigned person must confirm his/her identity before collecting the product(s) )

If you need to redeliver the product you will need to pay an additional fee and request it to be delivered within next 24hrs.

 

2) Incorrect or incomplete delivery Information

If you provide us with incorrect or incomplete delivery information on placing your order, we will not be able to guarantee delivery. If our delivery personnel report that the delivery address is incorrect, we will attempt to contact you to confirm the details or to acquire additional information from you. Lassana Flora will not be liable if your order cannot be delivered due to incorrect or incomplete delivery information, and you will therefore not be entitled to a refund.

 

3) Locations subject to delivery restrictions

Orders sent to hospitals, hotels, residential homes, companies, universities or public buildings are not guaranteed, but in most cases arrive as requested. If your delivery is going to such a location, please provide the name and telephone number of the establishment and as many details as possible.

In the case of hospitals, we will need the recipient’s ward and room number. Lassana Flora will attempt to deliver your bouquet in accordance with each establishment’s procedures, but we cannot be held liable if these procedures prevent successful delivery. Please note that many hospitals do not permit delivery to individual rooms, and that most ICUs do not permit flower delivery at all. Please check with the hospital before placing your order.

If you wish to send flowers to someone staying in a hotel, you should specify their room number (if possible) and the name of the person under which the booking was made.

Lassana Flora cannot issue a refund if a delivery cannot be made due to these circumstances.

 

4) Deliveries Refused by the Recipient

If, for whatever reason, the recipient refuses to accept the delivery, you will not be entitled to a refund.

 

5) Order Changes

To make changes to your order, please contact our Customer Service (+94 (0)11 200 1122).For a flower arrangement you should make these changes at least 24hrs before the chosen delivery date. For a cake it should be a minimum of 36 hours and for other products it should be a minimum of 36 hours before the chosen delivery date.

 

6) Cancellations

If you cancel your order prior to the scheduled delivery date, you will not be entitled to any refund.

For Online orders, 3% of the total will be deducted.

 

7) Payment Processing Issues

If, for whatever circumstances, you provide incorrect credit card or payment information, we will not be able to process your order and your order will therefore not be dispatched.

We will attempt to contact you to resolve the issue, but Lassana Flora will not, under any circumstances, be responsible for any issues arising as a result thereof.

 

8) Refund Requests and Claims

If you are not satisfied with your order, you may request a refund by submitting a claim within two business days after the delivery date. Please submit your claim using the Customer Service hotline (+94 (0)11 200 1122) or by sending an e-mail to [email protected] including your contact information and order ref no.

 

*Note-Any decision taken by the Lassana Flora management is final and binding.