Terms and Conditions
These terms and conditions (the “Terms and Conditions”) are the terms and conditions upon which LolaFlora B.V. (registered at Kingsfordweg 151, 1043 GR, Amsterdam, the Netherlands under company number 69646155) (“we/us”) makes this website (the “Website”) available to you and any of our services which are accessible on or via LolaFlora Site (the “LolaFlora Service”).
These Terms and Conditions govern your use of the LolaFlora site and the LolaFlora Service.
1.1. All products as depicted on this website (as may be varied from time to time) are available almost everywhere in the countries where LolaFlora operates or as otherwise directed. Certain product ranges are available in selected delivery areas only.
1.2. Certain flower and plant products may be delivered in bud to ensure longer life. For example, In order to provide the freshest long-lasting flowers, lilies may be delivered with closed buds and will be opening in 1 to 2 days.
1.3. There is a possibility that some flowers and plants might be harmful or poisonous, please be sure you visited our Allergy & Health Information page before submitting your order.
1.4. All products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute with a product of equivalent value and quality without notice. Rest assured that, the flowers will maintain the same quality.
1.5. If we are unable to supply all or part of your order (the product or any substitute product to you at all), we shall notify you as soon as possible and reimburse your payment in full no later than 30 days after the intended delivery/collection date.
1.6. Selected products are not available for same-day delivery or other special delivery services. Further information regarding product availability and delivery options will be presented when placing your order.
1,7 The service is being provided by contracted local vendors, hence we are unable to send the product to other cities or countries.
2.1. Prices listed within the LolaFlora website are valid maximum of 10 days of submitting your order.
2.2. Prices include VAT for deliveries within all LolaFlora countries.
2.3. Product prices for items requiring delivery to LolaFlora countries include transmission or delivery charges in selected destinations. LolaFlora may require delivery charges for the regions specified by the company.
3. Orders / Payments
3.1. You will be given clear instructions to navigate the order process and will be required to provide us with your complete personal details, including accurate postcode, clear address together with those of the intended recipient and all necessary payment details.
3.2. We accept payment with Paypal, and all major credit cards and/or debit cards, including Visa, MasterCard, American Express, Discover, UCB, Diners Club and any other credit and/or debit cards as we may specify from time to time. In Mexico, we also accept payment with Oxxo, 7 Eleven, Extra, Farmacias del Ahorro, Farmacia Benavides and bank transfer.
3.3. By clicking on the “Pay Now” button at the end of the order process, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing anywhere on the LolaFlora site.
3.4. Submitting your order is subject to our acceptance of this offer. We will send an email confirmation of your order details to advise that we are processing your order via the email address you provide. We will not consider ourselves bound by a contract with you until we have issued this e-mail confirmation.
3.5. We cannot accept orders from customers under the age of eighteen (18) years.
4. Delivery & Collection
4.1. General Notes
4.1.1. Selected products are not available for delivery to certain areas. We will advise you of these restrictions before you place your order.
4.1.2. We will advise you of the first available delivery date for your chosen item when you place your order.
4.1.3. To avoid problems or delays with delivery, please ensure that you have included the full address details, including accurate postcode of the intended recipient and telephone number (with local phone code if possible) 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. If not, we will reserve the right to cancel your order without refund for 12 months period.
4.1.4. In 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 authorised to accept delivery on behalf of the organization shall be accepted as proof of delivery to your chosen recipient.
4.1.5. Please be advised that some products are unsuitable for delivery to funeral directors, hospitals, airports, or ships; please contact LolaFlora Customer Service for further information using the contact details set out in Section 6.1.
4.1.6. Please be aware that the carrier will deliver the goods to the address provided in good faith and we cannot accept responsibility if the intended recipient is no longer at that address and the receiver refuses or fails to return the item(s).
4.1.7. Please note that where the carrier is unable to find someone to accept delivery, or unable to leave the delivery in a secure location, you will be called by the carrier or LolaFlora customer service to re-arrange the delivery. If call attempts fail, you will be informed by an e-mail and SMS. If we fail to make contact within 2 working days, we reserve the right to charge for redelivery to that or an alternative address. If the delivery is done via a courier company and they are unable to find someone to accept delivery, the delivery will be taken to their storehouse and the recipient is expected to take delivery from the storehouse.
4.1.8. Before placing your order, please review delivery cut-off times and prices.
4.1.9. Please note that if you order a number of items for delivery to the same address, they may be dispatched separately.
4.1.10. We shall not be liable for any failure to perform in our obligations where such failure is as a result of extraordinary cases (including fire, flood, earthquake, storm, hurricane or other natural disaster), war invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labour dispute, strike, lockout or interruption or failure of electricity or telephone service.
5. Cancellation/ Amendments
5.1. If, for any reason, you wish to change or cancel your order you can do so, subject to clause
5.2. By e-mailing [email protected] Please give 48 hours notice before the requested delivery date.
5.3. We regret that you may not cancel an order for customized goods if as at the time you seek to cancel, the customization process has begun.
5.4. In respect of non-customised goods, you may cancel your order when the status is “New Order”. After an order has been set as “Preparing”, “Shipped” or “Delivered”, any cancelation will be made upon request and will be analyzed if it applies to a partial or full refund.
5.5. You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.
5.6. Returns which are under suitable circumstances and accepted by LolaFlora will be refunded in 7 days. This time interval may vary upon the bank’s terms & conditions you work with.
5.7. In Mexico, there is no refund for the payments done with Oxxo, 7 Eleven, Extra, Farmacias del Ahorro, Farmacia Benavides and bank transfer.
6. LolaFlora Customer Service
6.1. In the event that you are not satisfied with the LolaFlora Service, any complaints or any questions regarding our products and services should be addressed in the message field in the “Contact Us” page.
6.2. Our Customer Service is available at the date and time frames through the contact numbers as detailed in the “Contact Us” page.
6.3. Because of the perishable nature of most products and in order to assist us in resolving any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within 1 working day of the date of delivery or intended delivery of your purchase.
6.4. Complaints policy: In the event of any complaint please contact us and we’ll do all we can to put the situation right, or, if you prefer, give your money back.
7.1. Whilst we agree to use all reasonable endeavours to ensure that the LolaFlora Site and/or the LolaFlora Service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the LolaFlora Site and/or the LolaFlora Service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the LolaFlora Site and/or the LolaFlora Service impossible or impractical.
7.2. Subject to clauses 1.4 and 4.2 above, we shall not be liable for any delay or inability to perform our obligations to you if such delay is due to any cause whatsoever beyond our reasonable control.
7.3. LolaFlora understands that it is under a legal duty to supply goods that are in accordance with the contract.
8. Use of LolaFlora discount voucher codes
8.1. LolaFlora discount voucher codes (also abbreviated to “Voucher codes”) can only be used against purchases made on LolaFlora Websites for deliveries made in the intended region promoted.
8.2. Voucher codes must be entered in the relevant section of the order process on LolaFlora Websites. We are unable to apply a discount to orders already placed.
8.3. Voucher codes are usually restricted to one use per customer and should not be passed on to additional recipients.
8.4. Voucher codes may also be set to a maximum number of redemptions - if we are not able to accept discount code you have entered it will be because the code has expired or maximum redemption level for promotion exceeded. We will advise you accordingly in the order process and the discount will not be applied.
8.5. Selected voucher codes may be restricted for use against specified products - where possible, details of any restrictions will be communicated at the point where we promote the voucher code to you.
8.6. Voucher codes cannot be exchanged for a cash alternative or used in conjuction with any other promotions.
8.7. Where the voucher code entitles you to a percentage discount, the discount will not be applied to the delivery charge or any other extra service requested.
8.8. Voucher codes may be withdrawn or suspended without notice for any reason. We will advise you within the order process if we cannot accept the discount code you have entered.
8.9. We cannot be held responsible for non-availability of LolaFlora.com which may prevent the use of Voucher codes.
9.1. We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the LolaFlora Site and/or the LolaFlora Service from time to time. We will post any changes on the LolaFlora Site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the LolaFlora Service or LolaFlora Site. Changes will be effective 24 hours after the posting of any such change and all subsequent dealings between you and us shall be on the new terms and conditions.
9.2. Additionally, we reserve the right to suspend, restrict or terminate access to the LolaFlora Site and/or the LolaFlora Services for any reason at any time.
9.3. These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the LolaFlora Site, provided that in the event of a conflict between any such other notices, policies, disclaimers, and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
10. Intellectual Property
10.1. All other rights, including copyright, in this website are owned by Shareholders of LolaFlora B.V.. Any reproduction, distribution or use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is strictly prohibited without the permission of LolaFlora B.V.. You may not modify, distribute or repost something on this website for any purpose.
11. My Account Service
11.1. LolaFlora My Account Service is provided as a complimentary feature by LolaFlora (the “LolaFlora”) for your personal use subject to these Terms and Conditions. In order to provide the Service, we will hold certain personal information. Except to the extent that we are required or permitted by law, any personal information which we collect will be used solely for the purposes of providing the Service.
Please note that we reserve the right to link the personal information you provide on our different websites and through LolaFlora’s current and future mobile applications.
11.2. To register with the Service you must be over eighteen years of age.
11.3. When you register with the Service you will be required to create a password. You must keep this password confidential and must not disclose it or share it with anyone. You will be responsible for all activities and orders that occur or are submitted under your password. If you know or suspect that someone else knows your password you should notify us immediately. Should you forget your password, please use the password reminder service (this option can be found adjacent to the My Account login box).
11.4. If LolaFlora has reason to believe that there is likely to be a breach of security or misuse of the Service or Site, we may require you to change your password or may suspend use of the Service.
11.5. You must ensure that the details you provide on registration or at any time are correct and complete.
11.6. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details. You can update the details you have given us at any time by going to the section of My Account. This will ensure that the Service we provide is accurate and up to date.
11.7. Use of the Service is intended to assist with purchases to be made via the site. The Service must not be used for the following purposes:
Disseminating any unlawful, harassing, libelous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material.
Gaining unauthorized access to other computer systems.
Interfering with any other person's use or enjoyment of the Site.
11.8. LolaFlora reserves the right to refuse to post material on the Site, or to remove material already posted on the Site.
11.9. Whilst we take every reasonable precaution and care in relation to the Service, we do not make any representation or warranties of any kind (express or implied) with respect to the contents or operation of this Service, and any such representations and warranties are excluded by this notice. We do not warrant that use of the Service will be uninterrupted or error-free. Whilst every effort is made to ensure reminder emails set up on your account are processed and delivered as requested, we cannot be held responsible for non-delivery of these messages. Your use of the Service is done so entirely at your own risk and we do not accept any liability whatsoever for losses or damages that you may suffer as a result of your use of the Service.
11.10. Your access to the Site and Service may be occasionally restricted to allow for routine maintenance.
11.12. If you have any queries please contact us using the contact details below:
11.13. We have obligations in relation to your personal information. Some of the information you provide may be "sensitive" information (i.e. information on "delicate" matters, including race, political opinions, religion, trade union membership, physical or mental health or condition, sexuality, etc). By registering for the Service and providing your details, you agree to us using information in the way set out above. Where you provide information about other people (for example their date of birth, or their address) you also confirm that have the consent of these people to provide us with that information.
LolaFlora social media sites are defined as the following channels:
Posting on LolaFlora’s Social Media Sites or Blog
You must be aged 18 or over to post to LolaFlora social media site.
By posting to a LolaFlora social media site, you agree to be solely responsible for the content of all information you contribute, link to or otherwise upload.
You agree that everything you post shall be truthful, accurate, not misleading and offered in good faith and that you have the right to post such content.
You agree not to post any of the following:
False, misleading or deceptive comments.
Materials that contain confidential material or violate a third party's right of privacy
Any photos or comments that include or depict profanity, pornography, threats, hate speech, incite violence, personal attacks, illegal statements or unsafe practices
Content attempting to impersonate someone else including, but not limited to, customers, clients, LolaFlora employees, member florists, suppliers, partners or other community members
Unauthorized commercial communications (spam)
Viruses or other malicious codes
By posting to LolaFlora social media site, you agree to be respectful to other community members as well as LolaFlora’s community management team.
LolaFlora reserves the right to moderate content posted on its social media sites.
LolaFlora reserves the right to remove or report any posts which could be deemed inappropriate or offensive.
Any threats made against individuals or property will be reported to the police.
Be smart about protecting yourself, your privacy and the privacy of others. What you publish is widely accessible and may be around for a long time, so carefully consider what you post. Do not post personal or sensitive information about yourself or others, including bank account information, information that may be used to locate yourself or another, or information which could otherwise be deemed to constitute an invasion of another's privacy.
Content and Copyright
LolaFlora assumes no liability for errors or omissions in any material on LolaFlora social media sites. For any content you post on LolaFlora’s social media sites, you warrant that it is your own original work or if it is covered by intellectual property rights owned by third parties, you represent and warrant that you have obtained all rights to that third party content and specifically grant to LolaFlora a worldwide, perpetual, irrevocable, royalty-free and fully-paid, transferable right and license to exercise all copyright, publicity, moral rights and any other IP rights with respect to any such content you provide.
Social Media Complaints Policy
LolaFlora welcomes feedback about its products and services. If you contact us about a complaint on LolaFlora’s social media sites, you will be responded to by a member of the online customer service team who will endeavor to reply to and resolve your complaint in a timely manner in accordance with LolaFlora’s Customer Services Policy. LolaFlora has a zero-tolerance approach to customers who use abusive or threatening language and will take action to protect its online customer service team including removing offensive posts and reporting the user to the appropriate social media platforms and, if deemed necessary, the police. Between LolaFlora Customer Service team working hours which is stated under “Contact Us” page at Lolaflora.com LolaFlora will always endeavor to respond to your complaint within 1 hour of posting. Outside of these hours and during busy trading periods such as Christmas, Valentine's Day and Mother's Day please allow up to 4 hours for a response.