Contact Us
Concerns relating to the products, services, and our system, you may easily reach us by emailing us at customercare@philflora.com. Our Customer Service Officer will attend to you as soon as possible.
Suggestions / Feedback
Your feedback is important to us. Feel free to send us your thoughts concerning the products and/or our services to improve our business. Send your email to customercare@philflora.com
Cancellation Policy
You must send us a request for cancellation through email at customercare@philflora.com, and our process for cancellation/refund will take 7 working days. Orders cannot be cancelled once they have been designed and are on delivery, or if delivery has been attempted and cannot be completed, or if the recipient is unavailable. Orders that are placed with incorrect information (i.e., Wrong Address) that prevent direct delivery cannot be cancelled or refunded.
Substitution Policy
We will make every attempt to fill the order as requested. However, due to the nature, seasonality, and regional availability of the flowers, it is sometimes necessary to make substitutions of equal or greater value. As well, if a specific container or other items are not available, we will make a substitution of equal or greater value. We will make every effort to maintain the "look and feel" of the specific arrangement by the overall shape, size, style, and colour combinations. If an order is for a single type of flower, color substitutions will be made only, for example, if white gerberas are not available, a substitution of another color of gerberas will be made automatically, or if the strawberries in the fruit basket are not available, we will replace them with other fruit of the same or greater value.
Re-Delivery Policy
If either the recipient was not available and/or no authorized or reliable person was available to accept the order, it will be returned to our office. We will notify you by email or call you, and if we cannot reach you, we will wait for your reply. We can reschedule the delivery of the items on the following day, but you must settle first and pay the shipping cost before we redeliver your order. The same policy applies to incorrect or incomplete addresses.
For perishable items (flowers, food, cake, etc.), if you want us to deliver a new and fresh item, you must pay the total amount of your order, but if not, we will redeliver the same item we first attempted to deliver.
Non-Delivery Policy
We will issue a refund of your total payment if we were not able to deliver your order because of the following reasons:
* Funeral Delivery to far provincial areas.
* If it is determined that we did not make the delivery attempt, even if the address is correct, the recipient or item is available, the order was placed before our cutoff time, or there is a door-to-door delivery service in the area.
