FAQ

How can I track the delivery of the order?

You can track your order in the Customer Service section of our website. Simply enter your email address and order ID number and your order status will be displayed online. Otherwise, please call us on +971-4-2778139 for any assistance.

What assurance do I have that my order arrives in perfect condition?

All flower bouquets and arrangements are either delivered via flowerexpress.ae owned courier vans, or through delivery agents. We make all efforts to ensure that the product arrives to the recipient in perfect condition. If there are any issues on completion of delivery, please contact us immediately for assistance.

Do you do same day delivery?

Same day delivery is possible! Please order by the time listed below for each country/city:

For the entire UAE orders received before 4pm can be delivered same day.

For other countries we deliver the orders received by 2:00 PM can be delivered same day.

For same-day delivery after these hours, call customer care or click "Live Help" for immediate assistance. Our office is open 7 days a Week from 8AM - 12AM (UAE Standard Time).

What is the ordering procedure?

(a) Online Via  our website www.flowerexpress.ae (b)  By Email : orders@flowerexpress.ae (c) By Phone

(a) Online - Once you have selected the item, please click on Order Now and proceed to Secure Checkout.

(b) By Phone - Please call +971-4-2778139during our office hours (8:00AM - 12:00AM UAE Standard Time) and we will be glad to process the order for you.

(c) By Email :Send your order with necessary details to-  orders@flowerexpress.ae

Which payment methods do you accept ?

Payment can be made by Credit and Debit Cards on our website,we accept VISA and Mastercard.

Additional options include:

> PayPal

> Cash on Delivery

> Cash Pick Up ( for above the value of AED 250.00 only (within Dubai Only))

> Money Transfer | Bank Transfer

> Western Union

How can I get help in processing My order?

Please call +971-4-2778139 or click on Live Chat for a customer care representative to assist take your order or send us an email on customercare@flowerexpress.ae. Our office remains open 7 Days in a Week, Our office hours are as follows:
Gulf Standard Time 8AM - 12AM Sunday through Saturday.

What credit cards do you accept?

We accept VISA, Mastercard credit and Debit Cards.

Is it possible to cancel the order and do I get a full refund?

Cancellations must be received by telephone a minimum of 24 hrs prior to the delivery time. As long as we have not processed the order we are happy to offer a full refund of the purchase price. However, if the receiver’s bank deducts any amount it will be for the account for the customer. Please refer to our refund policies in our terms and conditions section of the website.

What name will show on my credit card with the charges?

The credit card statements will show the charge as "Firenze Flora Trading LLC”

Can I request a specific date and time for the delivery?

We guarantee to make your delivery on your requested date and within the time range.  Deliveries are made between the time rangethat you select.

For orders made today, when will the delivery be made?

For the entire UAE orders received before 4pm can be delivered same day.

For other countries we deliver the orders received by 2:00 PM can be delivered same day.

What are the delivery charges?

We have a flat delivery fee of AED30 for all UAE locations, Orders above AED 999/- are waived from any delivery charges.

If I do not have the exact address, and only a phone number will you still be able to deliver?

We require a complete delivery address. However, as long as the telephone number is operational, we will try to contact the recipient, and obtain the delivery address from them. Otherwise, it would not be possible.

Can the delivery be made without advising the recipient?

It is possible, if we have confirmed physical address and availability of receiver, however, such delivery attempt can be made on the sole responsibility of sender and customer will be charged with an additional delivery charges for any subsequent delivery attempt.

Do you allow anonymous deliveries?

Yes, we do offer an anonymous delivery option as well. In the event that the recipient does not want to accept a gift anonymously the gift will be returned to us. No refund will be made in such cases. In the case the delivery to the receiver is anonymous, we still need the name of the recipient to keep on hand for our company internal purposes and as well as to avoid any possible future legal action.

By whom is the delivery made

Where possible all deliveries are made by our trained staff and delivered by our own vehicles. At times we will use sub-contractors when required. Sub-contractors will be following our company’s required protocols.

Will you ensure that the flower bouquets/arrangements arrive in good condition?

All flowers are prepared fresh every morning. The items are delivered in temperature controlled vans to ensure that everything is delivered in pristine condition. If you’re unsatisfied with a delivered product, kindly contact customer service and we’ll be happy to rectify the situation at the earliest.

Do you call the recipient before delivery?

We call the recipient before making the delivery to ensure we have the correct address, and that the recipient is at that address during the time of delivery.

What happens when the recipient is not available or not contactable at the time of delivery?

If the recipient is not available at the time of delivery, the recipient will be contacted to check the next best delivery time and will be re-scheduled accordingly. In the case contact is not possible then we will advise the sender to receive further instructions.

What countries and cities do you deliver to?

We deliver (Dubai, Abu Dhabi, Sharjah, Ajman, and Alain) cities in the UAE.

Internationally, we can deliver to Bahrain, Qatar, Oman, Saudi Arabia, Kuwait and in India (Delhi, Mumbai, Dehradun, Kolkata, Chennai, and Bangalore), in Pakistan (Karachi and Islamabad).

What is the minimum amount for an order?

The minimum value of an order is AED 99(US $27), (excluding any delivery charges).

How will you confirm my order has been received and has been confirmed,

You will receive an order confirmation by email after making the order and payment on the website. Please do contact us if you are experiencing any issues.

How do I get delivery confirmation?

You will receive order confirmation and delivered status email after your purchase:

(i) Once your order has been processed you will receive an order confirmation email with the details of your order.

(ii) An email will be sent to you once your order has been delivered.

You also may be contacted if there is any query or issue with the order.

If the product received is damaged what happens?

In the case the flower bouquet or flower arrangement arrives to you damaged the matter should be notified immediately. In the case, there is a problem, we will honour our Flower Express Guarantee and replace the flower bouquet or arrangement at the earliest.

© Flower Express 2017