Please read these Terms and Conditions carefully before proceeding. By placing an order on Dipalesa Flowas website or when ordering through our call and customer services team, you are agreeing to the below terms and conditions.
Dipalesa Flowas is not an Internet service provider, however in order to access the Dipalesa Flowas website, you must have internet access and all the software and appropriate skills required for email and web usage.
Dipalesa Flowas reserves the right to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received via the payment method used to place the order.
All orders must be paid for in full before the order can be processed. Failure to pay by the specified cut-off time may result in the order being cancelled.
Customer and Recipient information
It is your responsibility to ensure that you provide us with accurate recipient information on your order. We cannot be held responsible for a failed delivery if we do not receive the correct address and contact details for the recipient.
During the check-out process, you will need to provide us with the following information:
Your email address
We use this information to provide a better customer experience by sending you order confirmations and delivery confirmations. We may also need to contact you in the event that there is a problem with your order. Please ensure that your email address and contact details is accurate.
Your full name
We will use this information when communicating with you.
Your telephone number (and mobile number where possible)
We use this information to contact you in the event of problems with the order such as payment failures or delivery issues.
Recipient’s full name, address and contact numbers
We require this information in order to deliver the flowers you have ordered. It is vital that the recipient’s address and contact numbers are accurate. Failure to provide us with a valid delivery address and the correct recipient details may result in the order not being delivered and an additional delivery fee being charged for re-delivery to the correct address.
Please check all spelling carefully as we may not be able to amend spelling errors (especially at busy times).
All transactions on the Dipalesa Flowas website will be processed in South African Rands (ZAR).
All payments must be received before orders can be processed. You may not make any speculative, false or fraudulent purchases on the Dipalesa Flowas website.
Credit Card Payments – You must be the owner of the credit card being used to make payment. If you are using somebody else’s credit card for payment you must have full permission to use the card.
EFT Payments – Internet transfers or cash deposits must be made before the 12h00 cut-off time on the date of delivery. Failure to pay within the allocated time will result in the order not being processed and will delay the delivery date accordingly. If payment is not made within 48 hours of the order being placed, the entire order will be cancelled.
Same Day Delivery – Flower orders through Dipalesa Flowas can be delivered on the same day, provided the order is placed and paid for before 12h30 on weekdays and 10h00 on Saturdays. We cannot guarantee a specific time but will do our very best to meet your requests. Normal delivery times for florists are between 08h00 and 17h00 weekdays and 10h00 and 14h00 on Saturdays. There are no deliveries on Sundays or Public Holidays unless requested and confirmed per agreement.
Next Day Delivery – If you would like your order delivered the next day or in advance we, again, cannot guarantee a specific delivery time but can guarantee the order will be delivered on the day you have selected (providing the recipient is there to accept delivery).
What happens if the Person I’m sending to isn’t there? – This does happen from time to time and, when it does, our florists follow a fail-safe procedure. If there’s nobody home, they will leave a card to say they called, inviting the gift recipient to contact them and arrange a convenient time for delivery or collection. They may also leave the gift with a neighbour or colleague and will contact the recipient informing them of this arrangement. If there is no one to drop it with, for us to return to the address will mean another delivery fee.
Specific Delivery Times – Specific delivery times cannot be guaranteed. Deliveries are made between 08h00 and 17h00 Monday to Friday. (Some of our florists also deliver on Saturday mornings). If you would like to request a morning or afternoon delivery you may do so, but there will be an additional charge. Unfortunately we cannot offer a specific morning or afternoon delivery service for couriered products.
Complications – If you are ordering flowers, hampers and gifts for a special occasion or if there is a deadline to when the gift must be received, please ensure that we have a way of contacting you. Complications arise (for instance, you’re sending a gift to a friend in hospital and they’ve been discharged) and the sooner we are able to get in touch with you to find an alternative solution the sooner the gift can be delivered successfully.
Gourmet & Gift Hampers and Other Products – These products can be delivered by courier nationwide.
Orders need to be placed before 14h00 on weekdays and anytime on weekends. If an order is placed within the specified parameters, delivery of these will take between 1 and 3 working days, depending on the delivery location (outlying areas may take longer). There are NO deliveries of couriered products on Saturdays, Sundays or Public Holidays. We can’t guarantee a specific delivery time but will make every effort to meet your requests. Normal delivery times for our couriers are weekdays between 08h00 and 17h00.
Alterations – If you have already sent your order and realise that you need to change something (perhaps an address or a delivery date), please contact our customer service department [Link to Contact us page] as quickly as possible. Have all the relevant details to hand, including the order number, recipient name and address. If the order has not already been dispatched, we should be able to make any necessary changes.
Busy Periods – Most holidays are very active periods for the delivery of floral products (e.g. Valentine’s Day, etc) and because of the volume of gifts being delivered during these times, we ask that you place your order with us as soon as possible, and at least several days in advance of the delivery date, to help us plan ahead and ensure a successful delivery on the specified date.
Please note that we do not deliver flowers on Sundays or public holidays and our hampers/couriered products can only be delivered on weekdays (public holidays not included). We rely on third parties to deliver our products, so please let us know as soon as possible if an item has not been delivered and we will do our best to resolve the problem for you as quickly as possible.
Flower availability and substitutions
All floral products are subject to availability. Floral products pictured on the website may vary slightly in design or appearance to the delivered item. This is due to seasonal availability and design interpretation. However, careful and professional attention will be given to every order to ensure that it is as similar as possible to the product displayed on the website.
Due to stock availability, our florists reserve the right to substitute flowers, vases, products and outer wrapping with an item of similar style and equivalent (or greater) value and quality. Where possible and if the substitution is significant, we will try to contact you to inform you of any substitutions, but we are not obligated to do so. If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept the substitution. If you wish to discuss any substitutions we have made, please contact our customer services team.
The same applies to our other products, in some cases stock may not be available and a suitable substitutions may be made.
Although we do our best to ensure that this does not happen, sometimes flowers may arrive at their destination slightly damaged. If the recipient receives damaged flowers, please contact us within 24 hours of the delivery time so that we can arrange for one of the following:
a replacement order on the next available delivery date, or
a full refund.
Refunds and Complaints
Dipalesa Flowas offers a 100% satisfaction guarantee. This applies to the products and services that we (or our fulfillment partners) have direct control over. The guarantee is not applicable to issues that are outside our control such as incorrect or incomplete addresses provided by the customer or refused deliveries (for example, a refused delivery to a hospital or corporate premises) or flowers not cared for properly by the recipient. Please refer to our Flowercare section for more details on how to care for fresh cut flowers.
All complaints must be logged with our customer service department within 24 hours of delivery and must include a picture of the unsatisfactory product to qualify for a refund. Due to the nature of perishable items used, all complaints must be valid and within reason. Dipalesa Flowas may question or challenge any complaints and will use professional discretion when dealing with complaints and issuing refunds. We reserve the right to withdraw the unsatisfactory items for review and before all refunds can be made.
In the event of non-delivery of floral products on the selected delivery date that is due to the fault of our florist, we will either refund you in full or redeliver your order on a suitable date.
Should we attempt to deliver and the recipient is not there we will make one more attempt at delivery before charging an additional delivery fee.
Where a specific delivery time is requested and the additional charge paid for in full, and in the event of late-delivery on our part or due to the fault of our florist, we will either refund you the delivery charge paid on your order or offer compensation via discount vouchers to be redeemed on future purchases on the website.
In the event of damaged products being received, we will either refund you in full or redeliver a replacement for the damaged product(s). Please note that it will be necessary to return the original product in order to receive the refund or replacement.
If we are unable to fulfill your order, we will refund you in full.
If we send the wrong product, we will resend the correct product. Please note that it will be necessary to return the original (incorrect) product delivered.
Please note that all compensation will be in the form of a full or partial refund against the original payment or in the form of discount vouchers for use in a future order. We are unable to provide any other form of financial compensation under any circumstances.
Dipalesa Flowas may run promotions and offer certain products at discounted prices from time to time. These offers are valid from the time that we introduce them to the end date of the offer only. Should you purchase a product in advance that is subsequently offered at a discounted rate over the delivery period of your purchase, the price of the product at the time of purchase shall ‘prevail’. We are unable to offer special offer discounts for purchases that have already been made.
As our special offers depend on the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time, and without prior notice.
We also reserve the right to offer different personalised special offers, vouchers and promotions and it will therefore only be possible for the customer in receipt of the special offer or voucher to redeem the discount.
Dipalesa Flowas is not liable or responsible for any allergic reactions to any of the fresh products purchased on the website. Please note that our florists and hamper or confectionery suppliers may have nuts in the area where the products are created and packaged.
You must be over 18 years of age to place an order for alcoholic products on the Dipalesa Flowas website. By placing an order, you confirm that you and/or the recipient of a gift containing alcohol are over the age of 18.