Please read these Terms and Conditions carefully before using the https://www.mondialflowers.com website operated by Teleflor Malta Ltd.
Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use the Service. By accessing or using the Service you agree to be bound by these Terms. If you disagree with any part of the terms then you may not access the Service.
1. Purchases
If you wish to purchase any product or service made available through the website, you will be asked to supply certain information relevant to your purchase including, without limitation, your billing details and the recipient’s delivery details. All charges are clearly stated on the website prior to your purchase, including Delivery costs.
2. Products
(a) Fresh Flowers
All our products are made with fresh flowers only. We do not deal or trade artificial or silk flowers. All floral items on our website are made with fresh blooms.
(b) Substitutions
Florists are obliged to deliver a product which is as similar as possible to the photo on our website. However, flowers are subject to both local and seasonal availability. Substitution by florists may be necessary (1) when the flowers are out of stock at the time of delivery or (2) when the flowers are out of season at the time of delivery. The particular florist will deliver the nearest flowers of the same or higher quality as long as the colour scheme of the bouquet is obeyed. The florists will not substitute a type of flower with a type that has less value than the original flower type in the photo. Substitution information is clearly stated on each product page on our website.
(c) Flowers on Delivery
Flowers of top quality are delivered and will reach the recipient in excellent condition. Since flowers are delivered fresh, not all stems may have reached full bloom. Some flowers are delivered in bud form so that the product can be enjoyed by the recipient for as long as it is possible. We offer a long-lasting freshness guarantee on all our products, whereby the recipient will enjoy their gift in full bloom for at least 7 days.
(d) Prices
Prices for all our online products are dependent on the country of delivery. Different countries have different prices, and the price of the product you are viewing will change if the country of delivery is changed. Prices are dependent on the local market as well as the season. For instance, rose prices are higher during Valentine’s Day. Prices for the same country may change depending on season. For instance, the price of 12 red roses in your recipient’s country may differ from the price of the same product in the same country when viewed in January as opposed to February.
The price shown for each product excludes the delivery charge. Delivery charges are shown to the customer on the checkout page. Delivery charges vary from one country to another.
(e) Add-ons
Add-ons are non-floral products which can accompany the main floral product. Add-ons cannot be ordered and delivered on their own, and they can only be added to the floral gift. Pictures of add-ons on our website are for guidance only. The florist will do their best to deliver add-ons which appear as close as possible to the photo, but availability of add-ons depends on local availability by the florist in particular.
3. Delivery
(a) General delivery information
Deliveries are done by local florists on working days. In most countries, working days are from Monday to Saturday. Certain countries are closed on Fridays but open on Sundays. Florists work on working days and deliver flowers at any part of the day. Specific delivery times cannot be guaranteed. All florists are closed on public holidays and no deliveries will be done on these days. Same day delivery is a possibility in many countries around the world. The general cut-off time for same day delivery is 12pm or 1pm in most countries. The next available delivery date can be found on each product’s page.
(b) Delivery costs
There is a standard delivery charge for each country of delivery. The delivery charge is not included in the price for each product, which is considered to be the flower value. The delivery charge will be added at checkout and will be stated clearly in the Order Summary on the checkout page.
(c) Recipient information
All customers should make sure that the recipient information required in the order form is correct. A correct address and local phone number are requirements in every country of delivery. Florists may refuse orders which do not have the correct address information. Florists reserve the right to call the recipient before any delivery attempt in order to make sure that there will be someone at the address at the time of delivery.
(d) Delivery attempts
Florists will attempt the delivery provided that the delivery address information is correct and the recipient's phone number is provided on the order. In the case where nobody is at home, the florist will try to phone the recipient to confirm the address and/or to schedule a delivery with the recipient. In all cases where the florist attempts the delivery and no one is at home and/or the florist does not answer the florist’s calls or SMS’s, the florist will leave a calling card under the door. Upon successful contact with the recipient, the florist may either re-attempt delivery or request the recipient to pick up the flowers from the shop.
(e) Deliveries to hotels and hospitals
If delivery is requested to a hotel, hospital or any building which may prohibit the florist from entering the premises beyond the reception, the flowers will be left with the receptionist at the reception desk.
(f) Deliveries to military bases
While some military bases are out of most florists’ coverage zone, any accepted deliveries to a military base will require the recipient’s mobile phone number so that the florist may personally contact the recipient to arrange a delivery location and time with them. Orders to military bases cannot always be guaranteed and it is always recommended to send us an enquiry by email before you place the order. It is also suggested to order a few days in advance.
(g) Deliveries on special occasions/holidays
Same day delivery cannot be guaranteed for major holidays such as Valentine’s Day, Women’s Day, Mother’s Day, Thanksgiving, Christmas and any other occasion or holiday which is of great importance to the particular country or region of delivery. Orders need to be received approximately 2 or 3 days beforehand in most countries. Other countries have their last guarantee date for major occasions around 4 days before or more. Do not leave your order to the last minute to avoid disappointment. If your order is placed after the last guarantee date, the florist will deliver your order on the next available delivery date, which may be after the holiday is finished. Specific floral choice cannot be guaranteed the later you place the order as florists may start experiencing a low stock of flowers. Late orders will be processed as floral designer’s choice in the same colour scheme as ordered by customers, unless otherwise advised.
(h) Funeral orders
All funeral orders in any country require the name of the deceased as well as any local phone number of a relative. Please provide us with as much information as possible, such as the date and time of the funeral ceremony. Sympathy orders will be delivered to the home, while funeral orders will be delivered to the funeral home or church in accordance with the particular delivery country’s practice and customs.
(i) Extreme conditions
Deliveries in extreme weather conditions or deliveries near war zones may not be guaranteed on time. The customer will be contacted regarding late delivery due to extreme conditions as soon as it becomes possible for the florist or head office in that country to communicate the problem to us.
4. Orders
(a) Order cancellation
Cancellation of orders when the delivery is no longer needed by the customer, a notification by email of the wish to cancel the order must be received at least 1 day before the delivery date. For same day orders, cancellation must be requested by email within 30 minutes from your order. Requesting cancellation after this time may lead to your order having already been prepared by the florist.
In the case where flowers are prepared but delivery is not possible due to (1) the provided address and/or recipient phone number is wrong, (2) the recipient is away on holiday, (3) the recipient has moved or (4) the recipient refuses the flowers, cancellation of the order will not be possible as the florist would have experienced wastage of flowers due to no fault of his or her own.
(b) Order payments
We only accept online payments through a secure page on our website. Payments are done safely and securely through a reliable payment company using your credit card or PayPal. At no point does our company possess your credit card details. Payments are processed through this system and we have no means or authority to manually charge your credit card. Similarly, any refunds are affected through the same payment company.
5. Complaints Procedure
(a) Handling of complaints
Customers who have a complaint regarding the product or the delivery service executed are required to send an email to [email protected] with the order number and the details of the complaint. Complaints of any nature must be received by email within 7 working days from the delivery date. Our customer service department will do their best to investigate complaints even if they are received after 7 working days from the delivery date, but successful resolution cannot be guaranteed in such cases.
If the complaint is related to the quality of the product delivered, a photo evidence of the product delivered should be provided whenever possible.
All email queries, including complaints, are handled promptly between 08:00 and 16:00 CET, excluding Sundays and public holidays. Receipt of complaint is acknowledged by a staff member and the complaint is investigated with the head office in the country of delivery. All complaints should be solved within 48 working hours during regular periods in the year, and within 96 working hours for peak periods following Valentine’s Day, Women’s Day, Mother’s Day, Thanksgiving and Christmas.
(b) Solutions to complaints
Our company aims to reach an agreeable solution to both parties in terms of a refund.
In cases of non-delivery complaints, the customer can choose delivery as soon as possible or a full refund with a no-quibble guarantee.
In cases of complaints about the quality of the product, a solution will be reached with the customer depending on the particular case such as quality of the overall product, size of product, number of stems in relation to the flower value purchased. A redelivery, partial refund or full refund may be offered.
6. Refunds
Refunds are issued from our company’s side within 24 hours from agreement of refund with the customer. The refund will appear back on the cardholder’s account within 3-5 working days as per bank procedures.
We can only affect a refund to the same credit/debit card or PayPal account that was used to make a purchase on our website.