General Terms

Delivery Attempts:

• If the receiver is unresponsive, unavailable, or requests a later delivery date, the product can be re-delivered the following day with an additional charge of AED 35 in Dubai and AED 65 outside Dubai. Note that re-delivery will be for the same item in its current condition. If the condition is unsatisfactory, the sender must repurchase the items, and delivery will occur in the next available time slot after recipient confirmation.
• If there is no response from the receiver during delivery, the sender will be notified. If there is no response from the sender within 24 hours of the delivery attempt, the order will be canceled with no refund issued.

Additional Charges:

• Changing a printed card message incurs a fee of AED 10.
• Balloon lifespan varies based on the storage environment, and GoshenFlower is not liable for damage due to poor handling or storage.

Order Refusal:

• If the order is refused by the receiver during the address capturing stage and the order is not yet prepared, a refund will be issued. If the order has been prepared, no refund will be issued, and the sender must provide an alternative recipient.
• If the order is refused upon delivery, no refund will be issued, and the order will return to GoshenFlower. The sender must provide an alternative recipient, and a re-delivery charge of AED 30 in Dubai and AED 65 outside Dubai will apply.

Shipping Fees:

• GoshenFlower offers shipping only within the United Arab Emirates.
• Orders below AED 250 incur a standard shipping fee of AED 35 in Dubai.
• If the receiver is unavailable, the product will be returned to the warehouse, and redelivery charges will apply (AED 35 in Dubai, AED 65 in other emirates).

Delivery Timing:

• Marking “Call Receiver for Address” may affect the chosen delivery time depending on when the address is provided.

Returns:

Quality:

• If there is a quality issue with a received order confirmed by GoshenFlower, you may request a product replacement, another product of the same value, or a full refund.
• Cake replacement requests must be made within 3 hours of receipt.

Quantity:

• If the received order does not match the quantity ordered and this discrepancy is confirmed by GoshenFlower, you may request a new item as compensation (with the return of the initial order) or a fair refund for the value of the missing item(s).

Replacements:

• Replacements will be processed in the next delivery slot if the request is made before 7 PM in Dubai and 1 PM in other emirates. Requests made after these times will be processed the next day.

Address Process:

• The address entered by the sender on the Checkout Page will be considered the confirmed address, and the receiver will not be contacted.
• GoshenFlower will not issue refunds or replacements if the provided address is incorrect.

Address Confirmation Attempts:

1. First attempt: A WhatsApp message will be sent to the receiver.
2. Second attempt: If no response within an hour, a call will be made to the receiver (10 AM – 7 PM).
3. Third attempt: If no response, a final WhatsApp message will be sent.

If there is no response from the receiver within 48 hours of purchase, the order will be canceled with no refund issued.

Delivery Partners:

• All deliveries are handled by trusted third-party companies that follow strict health and safety protocols.

Cut-off Times:

• If the address is not provided within the cut-off time for the mentioned slots, the order will be moved to the next available slot.