Quality politics

Our floral compositions are unique and handmade, so it is impossible that there are two identical. We do everything in our power to match the photos and descriptions of the product to the fullest. There may be slight variations with respect to the image, but the concept and quality of the product are always guaranteed. The images we use to illustrate our complementary products are a visualization of them and do not represent any particular brand. These products are sent from our florists and the availability of them depends on the season and the stock.

Changes in the order

To make changes to your order, please contact our customer service through your Flors Mateu El Racó De Les Flors account. You must carry out these modifications a minimum of two working days before the desired delivery date. For example, if your order is delivered on March 16, you must get in touch before 7pm on March 13th.

Products and images

The products only contain the elements specified in the descriptions. Vases and other items are not included, unless expressly stated in the description. The photographs of the bouquets represent the average size of the branch. The composition and shape of the bouquet may vary slightly. Please, see our Substitution Policy, below.

Claims and request for refunds

If the product does not meet quality standards you can request a refund. Always when it has not been a misuse of the customer or receiver of the field or incorrect handling. Submitting a claim within two hours of the same day delivery, sending photo by mail Products that do not carry flowers, if they do not meet the quality requirements will have 14 days for the return.

Flowers: As established in Article 103 Point D of the General Law for the Defence of Consumers and Users, according to which the right of withdrawal will not apply to contracts that refer to "the supply of goods that may deteriorate or expire quickly". In case of incidents related to quality, Flors Mateu The Racó De Les Flors asks the customer to send a digital image of the product delivered to info@florsmateu.com, indicating the order number in the mail.

Gifts: The gift customer has 14 calendar days to return to Flors Mateu El Racó De Les Flors a product with which he is not satisfied and recover the amount thereof, as well as shipping costs. Within this period, you can return the product together with the invoice. If upon receiving the order the customer observes that it has not arrived in good condition, it must be detailed on the delivery note of the carrier and subsequently must contact Flors Mateu El Racó De Les Flors to report what happened.
In the case of partial returns (ie those in which items that were purchased in an order together with other items are returned), only the price of the returned items will be refunded: transportation, reimbursement and gift packaging costs will not be refunded. The refund in bank account will be made once the package is received using the same mode of payment used to make the purchase.

As a general rule, the following will not be accepted: No refunds will be accepted for unsealed food products, such as chocolates, drinks, etc. As indicated in Article 103 Point E of the General Law for the Defense of Consumers and Users, according to which the right of withdrawal will not apply to contracts that refer to "the supply of sealed goods that are not fit. to be returned for reasons of health protection or hygiene and that have been unsealed after delivery."

Defective products: In the cases in which the client considers that at the time of delivery the product does not comply with the provisions of the Contract, he must contact Flors Mateu El Racó De Les Flors, providing the product data, as well as the damage it suffers. In some cases the company may request a photo of the damage.

Once the notification has been received, the company will contact the client to inform him / her how to proceed, without the consequent steps of repair, replacement, price reduction or termination of the contract to involve any cost to the consumer and user.

Conditions: Flors Mateu The Racó De Les Flors responds to the lack of conformity that manifests itself within a period of two years from delivery in the case of products. The consumer and user must inform Flors Mateu El Racó De Les Flors of the lack of conformity within two months of having knowledge of it. To process a return, you must fill out our downloadable withdrawal form and send it to Customer Service through the link of your Flors Mateu account El Racó De Les Flors or the mail info@florsmateu.com. In case of incidents related to the quality of the product received, we ask you to send us a digital image of the product delivered by clicking here, and indicating your order number.

Methods of payment and incident management

The payment of your orders on our website can be made by credit or debit card (MasterCard, Visa, Visa Electron) or Paypal. If, due to the circumstances, you provide us with incorrect information about your credit card or payment method, we will not be able to process your order and, therefore, we will not be able to manage it and send it. We will contact you to try to resolve the situation, but Flors Mateu El Racó De Les Flors will not be responsible in any case for any problem that may arise from it.

Cancellations

If you request the cancellation of your order with a minimum of two business days before the scheduled delivery date, you will be entitled to a refund of the total amount paid. For example, if your order is for March 16, you must contact us before 7pm on March 10th. If the cancellation is notified between five and two business days before delivery, a management fee of ten euros will be deducted from the refund. As an example, if your order was to be delivered on March 16, you must contact us before 7pm on March 14th. If the order is cancelled less than two business days before delivery, no refund will be made.

Duplicate orders

If for any reason you have made two or more identical orders and notify us, we will carry out a full refund of the duplicate order, as long as our florist has not designed the product and delivered it.

Product replacement policy

In some occasions, it is possible that our florist does not have any of the items that appear in the description of the branch, so it will be necessary to replace them with products of the same value or higher. In cases in which the type of main flower of the branch must be substituted, we will try to contact you to inform you; If we can not locate you, we will proceed with this replacement to avoid delays in the delivery of your order. However, roses will never be exchanged for other flowers without your prior confirmation. If our florist does not have a specific added product, the delivery will be made without this product and we will refund the amount of the same.

Color replacement policy

Our florist can make changes in the color of the flowers, but always maintaining the global hue of the bouquet that appears on the web. On the other hand, we cannot guarantee that the color tone is exactly the same as that shown in the image. For example, a pink bouquet can be presented in a pale tone or in a more intense one. In the case of more extreme color changes, we will try to contact you to inform you of them. If it is not possible, we will proceed with the replacement of colors to avoid delays in the delivery of the order.

Special requests

We cannot guarantee the fulfilment of special requests in any case. If we cannot comply with them, you will not be entitled to a refund.

Delivery policy on designated dates
In periods with a large volume of orders (such as Christmas, Sant Jordi, Mother's Day, Valentine's Day), some of the policies mentioned above may suffer variations:

Changes and cancellations: we can not guarantee the realization of changes or cancellations of order although these are requested within the period specified above.

Delivery schedule: we can not guarantee the delivery of morning or afternoon although you have been given the option to choose time slot during the purchase process.

In some cases, and whenever a warning message appears during the purchase process, we cannot guarantee the delivery of your order on the chosen date and this will be carried out on the first available date.