Frequently Asked Questions About Floristella's Flower & Gift Delivery

PRODUCTS RELATED

1. Will my flowers look exactly like the picture?
Product photos are shown as a guide only. Because flowers are seasonal and naturally unique, actual arrangements may vary slightly in color, bloom size, packaging, and overall presentation. Where substitutions are necessary, Floristella will aim to preserve the overall style, color palette, presentation, and value of the arrangement, while maintaining a quality consistent with the original order, as closely as reasonably possible.

2. Do the flowers come in a vase?
Some arrangements include a vase, as shown in the product image or stated in the product description. If a vase is not specifically included, the flowers may be presented in Floristella’s standard wrapping, box, basket, or other suitable presentation depending on the design.

3. Can I include a gift message?
Yes. A complimentary personalized message of up to 200 characters may be added during checkout.

4. Can I order cakes or add-ons?
Yes. Selected cakes, chocolates, teddy bears, and other add-ons may be added to your order, subject to availability. Because perishable and gift add-ons are prepared for a specific delivery, they are subject to the same delivery conditions as the main order. If delivery is unsuccessful for reasons outside Floristella’s reasonable control, replacement of these items may not be possible.

ORDER RELATED

1. How do I place an order?
Simply select your preferred product, complete checkout, and provide the recipient’s delivery details, message card, and payment information. Where available, you may also choose your preferred delivery date and delivery window during checkout.

2. What are your delivery charges?
• Free for Metro Manila and Rizal Province
• ₱250 for areas outside Metro Manila and Rizal Province

For same-day delivery, full payment must be completed by 2:00 PM Philippine time.

3. Can I send anonymously?
Yes. Floristella does not disclose sender details to the recipient unless you choose to include them in the message card.

4. How do I amend my order?
For any change to your order, please contact us through our website chat or by email at floristella.care@gmail.com. To give us the best chance of accommodating your request, changes should be submitted at least 48 hours before the scheduled delivery date. Once preparation or dispatch has begun, changes may no longer be possible.

DELIVERY RELATED

1. Can you deliver at a specific date and time?
Customers may select from the following delivery windows on standard delivery days:
• 8:00 AM – 1:00 PM
• 1:00 PM – 8:00 PM

These are delivery windows, not guaranteed exact delivery times. A 5% refund may apply only where delivery is completed more than 2 hours beyond the selected window due to causes within Floristella’s reasonable control.

During peak seasons, including Valentine’s Day, Mother’s Day, Christmas, and All Saints’ Day, delivery window selection may not be available. During these periods, deliveries may be made anytime between 6:00 AM and 8:00 PM.

2. What if the recipient is unavailable?
If delivery cannot be completed because the recipient is unavailable, the address provided is incorrect or incomplete, the order is refused, or the venue cannot accept delivery, additional redelivery charges may apply. In such cases, the same arrangement may be used for redelivery, and Floristella cannot guarantee the original freshness condition after a failed delivery for reasons outside its reasonable control.

3. How can I check the status of my order?
After checkout, you will receive an order reference number. You can use this number in our Track My Order feature to view the latest status of your order.

Order statuses may include:
• Confirmed
• In Progress
• In Transit
• Delivered
• Returned to Warehouse

An email confirmation will also be sent once your order has been delivered successfully.

PAYMENT RELATED

1. How can I pay for my order?
We accept major credit and debit cards, PayPal, GCash, and bank transfer. For security purposes, some transactions may be subject to verification before processing.

2. Are you able to provide an Official Receipt?
Yes. Floristella can issue an Official Receipt upon request. To help us prepare it correctly, please provide your complete billing details, including the registered name, address, and TIN, if applicable. Requests should ideally be made before or at the time of payment.