Terms and Conditions

Terms and Conditions

The nitty gritty


 General:

    • All our prices are already inclusive of VAT. However, a delivery fee will be added on during checkout.
    • All prices are subject to change and are valid while stocks last!
    • Even though our florists and hamper team select only the freshest flowers and edible items available, please note that delivered floral products, as well as all other products, may vary slightly in appearance when compared to images on the website. This is due to the nature of the product, with factors such as non-availability of certain products being taken into account. That being said, we take great care in ensuring that all food stuffs, flowers, greenery, fillers, containers and accessories are substituted with equal or greater value and look as similar as possible to the product displayed on the website.

      We reserve the right to make these substitutions without notifying the customer, unless substitution is significant. In these cases, we will attempt to contact you although we are not obligated to do so.

      If you would like to discuss any substitutions we have made, please contact our customer services team and they will be happy to assist.

    • If our drivers need to take a road trip to get to the door of your choice, we may charge an additional delivery fee and it may take us a little longer to get there.
    • Because each day is unique and we can never predict what awaits us, we unfortunately can't guarantee delivery times.
    • Our deliveries will take place until 8pm from Monday to Friday and until 2pm on Saturdays and Sundays. We will, however, try our best to prioritise business deliveries according to standard business hours.
    • If you're a procrastinator and your order is placed for delivery to a home address on the same day after 12pm, delivery will take place between 13:00 and 20:00.
    • To ensure sameday delivery, please ensure that you send your proof of payment to us before 12pm that same day.
    • Unfortunately, we can’t leave deliveries unattended at the recipient’s front door. We will, however, try our best to deliver at reception, receiving, security or a neighbour if they aren’t available.
    • If upon receiving our floral or gift creation, you or that special someone is not 100% satisfied, let our customer service team know within 48 hours and we will gladly collect and replace it at our expense or collect it and provide you with a refund.
    • All refunds will take between three to ten working days to reflect. 
    • Refunds can only be given to the account holder (sender) and not the recipient of the gift.
    • If the gift is still in its original condition and we have stock of something else which your special someone would prefer, we'll gladly exchange it for them. However, please note that we may have to charge a collection and redelivery fee. 
    • 2 surprises are so much better than 1 so if you’ve ordered more than 1 item for someone special, we may deliver each item separately. 
    • Although seldom charged, we do reserve the right to charge a 15% handling fee plus delivery should the address provided be incorrect, you changed your mind and wish to cancel when the delivery already left our warehouse or if the recipient already needs to exchange the item for something else. 
    • No one’s perfect and sometimes mistakes happen. If you receive a product that is different to the one you ordered or if you’d like to return it, let us know within 48 hours of receiving it and we’ll make arrangements for the item(s) to be returned to us and for the correct product to be delivered to you ASAP. If the incorrect product is delivered to you, do not remove the product from its original packaging, open or use the product in any way. If the product is opened or used in any way and is not in the tippy-top condition that we delivered it in, you will be liable for a 15% handling fee plus delivery. 
    • If the gift received is faulty, we need to be notified within 48 hours of receiving it and we’ll arrange for the faulty item to be returned to us for testing. If no bugs or faults are found, the product will be returned back to you, at your cost. If the item is found to be full of gremlins and there is a problem, depending on the fault and the supplier, we will offer you a replacement or a repair. 
    • The same way we can’t exchange drugs at the pharmacy, we unfortunately can’t collect or exchange your fruit baskets or yummy bakery orders due to health concerns. 
    • Should the delivery address fall into the extended areas list, the delivery may take between one and two days to be delivered.
  • With regard to any mechanical issues with our desk fridges, customers receive a 6 month warranty.
  • With so many Johns, Pauls, Steves and Ryans in the world, please excuse us if you’re asked to send through a copy of your I.D and credit card. We’re just making sure that nobody’s stolen your identity. 
  • If we have to reattempt your delivery more than twice, we may charge you a handling fee of 15% plus delivery.
  • If you have scheduled an order to be delivered on a Sunday and our delivery attempts are unsuccessful, the order will automatically be rescheduled for the following Monday.
  • Visa Checkout: No discount coupons are redeemable and no delivery discounts will be given for multiple items.
    -Offer is only available on selected bestsellers and not sitewide bestsellers.
  • Delivery fees apply per item, as they are based on order volume, not destination.
  • To find out if you qualify for a delivery fee discount, please call our call centre.

EFT Payments:


Due to forces beyond our control, certain payments made over the amount of R500 may experience a delay as a result of bank processing times.


Coupons:

It is super important to check the expiry dates on coupons, as you don’t want to miss out on a good deal! Each coupon is valid for 1 purchase session only and only 1 coupon may be redeemed per person, per transaction. No “change” is given on any coupons and they aren’t transferable for cash. NetFlorist has three different types of coupons:

Complimentary coupons:

  • These are not redeemable on certain products, experiences, jewellery, perfume or any special offers.
  • A minimum spend will apply to all complimentary coupons. This will be printed on your coupon.

Purchased coupons:

  • These coupons can be redeemed for any product on our site.

Compensation coupons:

  • These coupons may not be redeemed on special offers.

The Bakery at NetFlorist:

  • Because all our yummies are freshly baked every morning, we can’t allow any changes or cancellations to your order unless they are made 48 hours prior to delivery. If cancellation is requested after delivery takes place, you will be charged a 50% handling fee plus collection equal to delivery fee.
  • If upon receiving a gift from the Bakery at NetFlorist, you or that special someone is not 100% satisfied, let our customer service team know within 24 hours (due to its perishable nature) and we will gladly collect and replace it at our expense or collect it and provide you with a refund.

Changing or editing personalised bakery orders:

  • Changes can be made at zero cost prior to personalisation production being completed.  If changes are requested after personalisation production has been completed, you will be charged a 50% change/cancellation fee. This does not apply to cases in which a personalisation mistake is the fault of a call centre agent (i.e: misspellings).
  •  Please check with our call centre for status of production.

Personalised gifts (including activewear and apparel) or jewellery:

  • Cancellation of personalised orders that have already been sent for production: In the event that the personalisation process has already been completed, you will only be offered a 50% refund.  
  • Please check with our call centre for status of production.


Smart Shopper:

  • Smart shopper points cannot be earned on corporate orders. 

For t's and c's on our loyalty programme, click here.

Festive 4 for 3 promotion:

  • Available for corporate users as well.
  • Items can be sent to different addresses when selecting relevant option on the basket page or on the recipient details page.
  • Promotion is not product specific.
  • Not available with other promotions.
  • Vouchers not redeemable on this promotion.

Recipient Project voucher:

  • Only one voucher per customer per transaction.
  • Minimum spend of R200 required.
  • Voucher is valid for 2 weeks only.

Black Friday 2017:

  • Black Friday products available while stocks last.
  • Selected Black Friday products available sameday.
  • Delivery charge will be added for all Black Friday items.
  • No vouchers will be redeemable on Black Friday products.
  • Black Friday specials for delivery between 29 November – 15 December 2017.
  • 4 for 3 promotion will not be live during Black Friday period.

Cyber Monday 2017:

  • Selected Cyber Monday products available sameday.
  • Delivery charge will be added for all Cyber Monday items.
  • No vouchers will be redeemable on Cyber Monday products.
  • Cyber Monday specials for delivery between 29 November – 15 December 2017.
  • 4 for 3 campaign not valid until 28 November 2017.
  • All offers valid while stocks last.

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