1 Placing an Order

When you place an order with LalaBella Flowers, either by telephone or via the website www.lalabellabh.com you are deemed to have read and understood the following terms and conditions.

1.1 Cancelling your order

Orders can be cancelled 48hrs prior to the specified delivery date by emailing orders@lalabellabh.com, stating your order number and reason for cancelling. Please note, once orders have been dispatched we cannot cancel it due to the perishable nature of the product. We cannot cancel orders during peak events which can be processed four days prior to dispatch. Once we have received your cancellation request we will confirm this cancellation via email.

1.2 Changes to orders 1.2.1

We can make a change to an order with reasonable notice and before dispatch; once an order has been dispatched we cannot amend the order. For all changes please call the customer service team or email your request stating your order number clearly. For all other products, they may be returned and refunded if they are returned within 30 days from day of receipt. All refunds will be made within 14 days of receiving the returned item. Refunds are processed within 3 to 4 working days.

2 Refunds

Due to the perishable nature of all flower deliveries any complaints and refunds will be dealt with on a case by case basis. This does not affect your statutory rights.

2.1

Please note flowers may only be returned/replaced/refunded if the complaint is made within 12 hours of receipt, this may be made by telephone or email. If the order received was not what you ordered or is damaged, defective, or the delivery is of an incorrect quantity you must notify us within 12hrs.

2.1.1

If flowers are disposed without photographic evidence any remedy will be discretionary.

2.1.2

It is the senders’ responsibility to inform the recipient of the delivery of a gift item; if perishables are left in a safe place at the discretion with the courier we are not liable thereafter for the safe receipt of the goods. We will endeavour to redeliver if goods are returned. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own; we are regrettably unable to offer a refund. Any remedy will be discretionary.

2.1.3

If we cannot make contact with the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non-delivery if we have tried all possible methods to fulfill the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary. This does not affect your statutory rights.

2.1.4

LalaBella Flowers are not responsible for any order where the recipient refuses to accept the item. LalaBella Flowers will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item.

2.1.5

For items that are returned within the statutory cooling off period the consumer will bear the costs for the return of that item. If and delivered goods are damaged/defective and we require the item back we will bear all delivery/collection costs. This does not affect your statutory rights.

2.1.6

We will be able to make a deduction refund for any diminution in value of the returned goods due to handling which goes beyond the sort of handling that might be reasonably allowed in a shop.

2.2 Vouchers:

Any voucher issued by LalaBella Flowers will bear no monetary value and may be subject to change. Vouchers may be revoked or altered at any time at the company’s discretion. For the use of vouchers only, there is a minimum order value of 10BD. Vouchers used for purchases below this value will not be accepted and no sum will be deducted. There is a limit of 1 voucher redemption per order. Vouchers may only be redeemed on the web at the checkout stage and cannot be redeemed over the telephone. Some vouchers will have an expiration date. Check the voucher issue for further details as expired vouchers may not be honored.

Small Errors

In the event of small errors in the order such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order. We believe in being fair and reasonable in circumstances like this and a customer care team member will always request to call the recipient to apologies & read out the message. These rare errors do happen as the florists are only human. We may also offer a voucher as a further form of an apology to the customer.

Deliveries 4.1

We cannot guarantee a delivery time as what you have requested in the form as delivery sometimes is executed via a third party, but will endeavour to deliver on your desired time as all flowers and gift items are dispatched in the chosen time slot – Morning shift from 10 am to 2pm then afternoon shift from 4pm to 9pm. In the event a delivery is not made on the specified date or time we cannot offer a refund unless extra was paid for urgent same day delivery. Delivery days are 7 days a week with except for national holidays that require special delivery arrangements. Any orders made for delivery on special occasion or holidays, the customer will be informed on the expected delivery time.

4.1.1

By making a purchase from LalaBella Flowers, you are not entering into any contract that guarantees a specific time between times stated. At peak times we reserve the right to extend delivery times. During peak periods, if we miss the specified delivery time but still deliver the order you will not be entitled to a full refund. Any remedy will be discretionary. This does not affect your statutory right.

4.2

We will always attempt to deliver your order to the address that was entered on the order page. It is vital that a complete address in provided such as a flat number, post code, unit, room number, street address and town. For hard to reach areas please contact customer services and provide us with additional information. We cannot deliver to PO boxes, army bases or airport terminals.

4.2.2

Cut of times for next day morning shifts deliveries are 8pm Sunday to Thursday, and 7pm on Friday. For same day delivery, any order received before 10am are entitled to be deliveried in morning shift slots unless customer ask for afternoon shift slot delivery. The cut of time for same day delivery for afternoon shift is 6pm. Orders placed after this time may not be sent out for same day delivery but they will be rescheduled for the next working day morning shift. For cancellation, please refer back to 1.1.

4.2.3

Please note that in some circumstances courier delivered products to Durrat Al Bahrain, Askar, AlDurr, AlAreen and harder reach areas may take an additional hours to delivery, with an additional Delivery charge of 3-5BD.

4.3

After you have placed your order you will receive an email confirming the order details in full. It is important that you check that these details are correct as amendments may not be accepted after this time. We advise that you check your junk box for emails in case our mail appears there. If you do not receive this email you should contact customer services.

4.4

We are not liable for delivery failure where incomplete or incorrect shipping has been provided, this includes incorrect post codes. The onus is on the customer to check that the information is correct.

4.5 Hospital Deliveries

When placing an order for a patient or member of staff at a hospital, it is important to check prior to purchase that the hospital will accept florist deliveries. It is important to provide us with an up to date ward number for a particular patient as not all hospitals permit florist deliveries. We are not liable for instances where a delivery is refused for a hospital order. Any remedy sought will be discretionary.

4.5.1 Confirmation of Delivery

If flowers are signed for, either at a house, hospital, hotel or reception, this will be proof that the order has been delivered successfully to your recipient.

Customer Care

Our dedicated customer service team aim to provide you with the best possible customer experience. They aim to deal with all enquiries quickly and efficiently. Office hours are 8.00am to 9.30pm in Qalali Branch and 10am to 9pm in Moda Mall Branch.

5.1 Equal Treatment

Our customer service team will treat all customers with respect and they deserve to receive the same. Any email/telephone call received which may be considered offensive or abusive will not receive a reply and we may refer it to the appropriate authorities. We reserve the right to cancel a customer account if we consider the customer is behaving in an inappropriate way. If a member of staff feels threatened or abused, the conversation will be terminated. Help us to help you!

100% Satisfaction Guarantee

Doing all we can to ensure a fresh bouquet is delivered to your recipient. At LalaBella Flowers we deliver bouquets a year to every corner of Bahrain and GCC to delighted recipients and strive to give the best possible service and deliver the best & freshest bouquets expertly arranged by our team of florists. From time to time things can go wrong and mistakes can happen which is saddening to us and we take it personally if our service hasn’t been anything but plain sailing. We are human after all but we really do try our best to get it right the first time, every time.

6.1

If you are not 100% happy with your bouquet buying experience with us please get in touch and let us know, we really do appreciate feedback and are always striving to better our service. You can get in touch calling +973-33328901 or via email and one of our customer service team will be very happy to assist you. Whatever the problem maybe, we will strive to make you a happy customer again.

6.1.1

Our 100% satisfaction guarantee only covers the aspects of our business that we have direct control over and does not cover the actions of third parties.

6.1.2

Our 100% satisfaction guarantee is not applicable to issues that are not directly under our control for example if a customer enters an incomplete or incorrect delivery address, if a delivery is refused by the recipient or business/Hospital, if multiple delivery attempts are made unsuccessfully, delays in transit, if we are awaiting missing information from the customer i.e. a missing address line or inaccurate delivery information. Please also note, once flowers have been despatched, we are unable to change or amend order details.

6.1.3

Our courier delivered flowers once are exempt from our 100% satisfaction guarantee as once they are picked up by the courier they are out of our direct control. Refunds and resends are at our own discretion and will all need to be investigated with our courier before any action can be taken due to the sheer volume of parcels the courier deals with. This may take up 7 working days. This does not affect your statutory rights.

6.1.4

In the unfortunate event of a non-delivery on the delivery date you selected please contact our customer service department so that they can have an update on your order.

6.1.5

In the unfortunate event of late-delivery (over 6 working hours) of the delivery date you selected, LalaBella team will get back to you with order updates.  Some areas due to traffic and season require an additional time to transit. Deliveries may be early during peak events to ensure delivery of your order.

6.1.6

If your bouquet has arrived in a poor state, we require a photo to clarify the condition of the flowers within 12hrs, then we will of course send out a replacement bouquet. Please note with proper care and fresh water the longevity of your flowers will be increased. All bouquets are delivered with full care instructions provided.

6.1.7

If for whatever reason we are unable to fulfil your order we will refund the full amount to you or will redeliver the bouquet at a later date and upgrade it to a greater value free of charge.

6.1.8

All flowers and colours are subject to availability and seasonal availability and are therefore subject to substitution. Orders will be made up with equal or greater value; this applies to our same day range.

6.1.10

Occasional cakes are suitable for Vegetarians and are handmade. Our cakes does not contain alcohol. Please note that cake icing designs are matched specifically to an occasion given at the time of ordering. All cake designs are subject to availability, colour and design however we will always ensure that a suitable cake is delivered with the order.

6.1.11

In the rare instance human error leads to the wrong bouquet size being delivered, we will issue a credit voucher with the difference between the size received and the size ordered only for future use. Any further award will be discretionary. This does not affect your statutory right.

6.1.12

Please note vases are subject to availability, colour and design. All vases are of equal value. Vases illustrated on LalaBella Flowers may not be the design you necessarily receive.

7. Compensation

If for whatever reason we deliver a bouquet not suitable for the occasion we will send out the correct bouquet to your recipient. This excludes bouquets that have had blooms replaced due to seasonal availability.

7.1

We must be notified within 12 hours of any issue with your order. Free items are a guarantee – you must notify us within 12 hours if your item is absent and we will send the free item out at the earliest available time. All compensation for problematic orders will be in the form of a full or partial refund against the original amount. Our office hours are open daily from 8am to 4pm. Correspondence will be handled within this time frame.

8 Fraud

If we believe any order to be fraudulent we reserve the right to cancel and refund that order.

9 Delivery Time 9.1

Our cut off times are 5pm for same day delivered products and 9pm for Next Day*

9.2

Same Day Delivery fee 2BD to all areas in Bahrain, except for Durrat Al Bahrain, Askar, AlDurr, AlAreen and harder reach areas may take an additional hours to delivery, with an additional Delivery charge of 3-5BD.

For all ordering queries send an email to orders@lalabellabh.com