Terms of service

1. Who we are

Order Flowers is an online flower service operating in the United Arab Emirates. We take your order, arrange for a vetted partner florist to make it, approve a photograph of the finished arrangement before it leaves, and arrange delivery to your recipient. When you place an order you contract with Order Flowers, not with the florist. Our registered details, licence number and tax registration number are shown on your order confirmation and invoice.

2. Placing an order

An order is placed when you complete checkout and receive an order number. We may decline or cancel an order before dispatch if we cannot fulfil it to our standard, if the delivery address is outside our service area, or if we suspect fraud. If we cancel, you pay nothing and any amount already paid is refunded in full.

Prices are shown in UAE dirhams and include VAT at the prevailing rate. Delivery is charged as shown at checkout. Prices shown in other currencies on the site are indicative conversions only; you are charged in dirhams.

3. Payment

Where card payment is offered online, payment is taken at checkout by our payment provider and we never see your full card details. Where payment on delivery is offered, you pay the driver by card or cash at the door. Corporate accounts may pay on account under their agreed terms. An invoice is issued for every order.

4. Our promise about the flowers

Every arrangement is photographed before it leaves and reviewed by our team against the item you ordered. You receive that photograph, unless you chose a Surprise Me option without reveal. Flowers are natural products: stem count, colour and form match the product description, while individual blooms vary. Where a specific stem is unavailable we substitute one of equal or greater value in the same style, and tell you before dispatch when the change is material.

5. Delivery

You choose a delivery date and a time window at checkout. Same-day delivery is available for orders placed before the cut-off shown on the site. We deliver to the address you give us and photograph the handover. If nobody is available, the driver will call the recipient using the number you provided; if we cannot reach anyone, we will contact you to agree a redelivery, which may carry an additional charge. Recipient details are used only to complete the delivery.

6. Changes and cancellations

You can change the card message, delivery window or address free of charge until the florist has started the arrangement. After that, changes depend on what is still possible. Cancellation terms and refunds are set out in our refunds and cancellations policy.

7. Subscriptions

A subscription renews at the frequency you chose until you pause or cancel it, which you can do at any time from the link in your confirmation. Each delivery is charged as it is made. Pausing or cancelling takes effect from the next delivery that has not yet been started by a florist.

8. Communication

All communication about an order happens through Order Flowers, by WhatsApp, email or the tracking page. Florists and drivers do not receive your contact details beyond what is needed to deliver, and you should not be asked to deal with them directly. If you are, please tell us.

9. Liability

If we fail to deliver what you ordered, our liability is limited to the price you paid for that order, including delivery. Nothing in these terms limits any right you have under UAE consumer protection law, including Federal Law No. 15 of 2020 and its regulations.

10. Acceptable use

You must give accurate details, must not use the service to harass or intimidate a recipient, and must not send a card message that is unlawful in the UAE. We may refuse or cancel an order that breaches this section.

11. Governing law

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Disputes that cannot be resolved with us directly may be referred to the Dubai courts or to the consumer protection authorities.

12. Contact

Write to us from your order tracking page, or through the contact details on our help page. See also our privacy policy.