Last updated: 1 September 2026.
Introduction
Isan Flowers 2 is a small family business and we pride ourselves on the care we take to provide only high-quality products and services to our greatly valued customers. On the rare occasions that a problem may happen with an order, or a customer is not totally satisfied with what we do, we will do our best reasonable efforts to make the situation right. However, please appreciate that (like any business) we have to protect ourselves with some formal Terms and Conditions.
1. General
This website (isanflowers2.com) is owned and operated by Isan Flowers 2.
These Terms and Conditions (“Terms and Conditions”) are the Terms and Conditions upon which Isan Flowers 2 (“we/us/our”) makes isanflowers2.com (the “website”) available to visitors and customers (“you/your”) and any of our products and services which are sold on, or as a result of visiting, this website. Please read them carefully before continuing to use this website. By accessing or using this website, you are agreeing to these Terms and Conditions. If you do not agree to these Terms and Conditions, please do not use this website.
Our current registered business address is in Pattaya, Thailand. Our full address and contact details are shown on our Contact Us page.
Your purchases via this website will be deemed to have occurred in Thailand. These Terms and Conditions shall be governed by and construed in accordance with Thai Law and the parties agree to submit to the exclusive jurisdiction of Thai courts.
These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the website, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
2. Our Response Times
You are welcome to Contact Us anytime and we will respond as soon as we can. Our response may be delayed if we are busy or otherwise temporarily unavailable. Thailand is GMT +7 hours and we may already have stopped working for the day. We may be unexpectedly closed some days, or having a planned day off.
When you do some actions on our website, such as complete a form, register/create an account, create a website order, our website will usually send you an automated e-mail almost immediately, if our website is operating normally. We may manually create and send you follow up e-mails sometime afterwards, during our contact hours.
3. Products – Product Appearance, Specification, Substitution and Disclaimers
Product Appearance – Photographs of priced flower and gift products on this website are normally closely representative of the appearance, style, size and colour of the actual products we will provide for your order. However, we cannot guarantee that the product you or your delivery recipient will receive from us will be exactly as pictured for various reasons, such as: (a) the nature of flowers and plants means that every arrangement will be unique, (b) some flower and plant products may be delivered in bud (smaller flower size because flower not fully opened yet) which will ensure longer life (and enable the recipient to enjoy them for longer), (c) some flower and plant products may be delivered with a protective covering to avoid dirt and/or damage during delivery, (d) in some circumstances, we may need to make product substitutions.
Substitutions – All our products are subject to availability. Seasonal and regional conditions sometimes affect the supply of the constituent parts of flower and gift products, beyond our control. In the event of any supply difficulties or product quality issues, we reserve the right to make substitutions without notice when necessary, to fulfil your order to our high standards. However, we will ensure that the substitution products supplied will be as similar as possible (for example, design, size and colour) and of equal or higher quality and value to those shown in the photographs on our website, at no extra charge. If we think you will perceive the differences to be significant, we will try to contact you where possible with a description of the differences before delivering the order to check if you still wish to proceed with the order or prefer to select an alternative product. If you wish to cancel the order, see the Changing or Cancelling Your Order section of these Terms and Conditions.
Freshness – We make every effort to ensure the products we supply are as fresh as reasonably possible. For example, we choose our suppliers very carefully, receive frequent deliveries, check the freshness of our products during the order preparation stage and many of our products are custom-made to order as close as possible to the requested delivery date. However, we cannot guarantee the freshness for a specific period of time after order delivery for a number of reasons, such as: (1) weather/climate conditions in Thailand mean many products stay fresh for a much shorter time than in other countries, (2) we have no control over where our products are displayed, kept, used or how they are cared for after delivery and they may be left in unsuitable conditions which will significantly shorten their life (such as heat, sunlight, humidity). Flowers and plants are particularly sensitive to heat, sunlight and shortage of water. Please see our Flower Care page for advice on how keep flowers and plants as fresh as possible for as long as possible. However, if you or your recipient are unhappy with the freshness of a product we have provided, we would like them to Contact Us with details of their concern.
Animal Health and Safety – Please note that some flower and plant products may be harmful, toxic or poisonous to animals (Lilies in particular can be extremely toxic to cats). We do our best to state this type of information on relevant individual product pages when we can but there may be some product pages which do not contain this information. If you require further information before making an order, please Contact Us. We shall not be liable for any consequences that may occur as a result of the above flower and plant properties.
Human Health and Safety – Our food products are sold for human consumption only. They may contain allergens. We do our best to include allergen information on relevant individual product pages when we can. However, this is not always possible. When ordering food products, it is your responsibility to ensure your recipient does not have any allergy problems. Common food ingredients that trigger health allergies in people include things like: milk, gluten, eggs, nuts, soy, wheat, fish, shellfish and sesame. We shall not accept any responsibility for nor be liable for any consequences that may occur in the health of people as a result of these allergens.
Information Sources – We have produced product information on this website for the general information of the public. It contains information sometimes gathered from various third party sources and, although we believe it to be accurate at the time of publication, we accept no responsibility for, and make no representation nor give any warranty or undertaking, express or implied, as to the accuracy or completeness of the information.
4. Identity of Supplier
Unless stated to the contrary on this website, all the goods and services supplied in accordance with any contract made though this website are supplied by us.
5. Copyright
Much of the content on this website, such as photographs of priced flowers and gifts, logos and text is created by and copyrighted property of Isan Flowers 2. Any use of this website or its contents other than for your own personal, non-commercial use is prohibited without our prior written permission, including copying, storing, reproduction, modification, distribution, transmission and republication.
6. Prices, Currency and VAT
Unless stated in the specific product description, product prices exclude delivery.
Price Correctness – Prices shown on our website are normally correct and accurate. However, errors may sometimes occur and product and service prices are subject to change without notice. Changes are sometimes temporary and because of seasonal variations. In the event that a product you have ordered is/was listed at an incorrect price due to a typographical or administrative error, we will try to contact you to tell you the correct price before dispatching your order. In some circumstances we may need to request extra payment after you place an order. Example circumstances include: a product ordered is currently out of stock and the wholesale price at which we would need to custom order the product for you from our suppliers has suddenly, unusually, unexpectedly and significantly increased (and no suitable alternative suppliers can be found); you have ordered a product from the wrong area on our webpage (for example, for delivery on Valentine’s Day from a non-Valentine product page); you have chosen and paid for the wrong delivery area. We will try to contact you where possible with the amount and reason for any price change and check if you still wish to proceed with the order at the correct price (and pay the extra cost), prefer to select an alternative product/service or cancel the order completely. If you do not confirm that you wish to proceed with the order within 2 days of the date of our price correction e-mail, we will consider this as a withdrawal of your order, cancel your order and refund your payment as soon as we can after the order has been cancelled, normally no later than 7 days after the order cancellation date.
Currency – The “base currency” and “billing currency” of our website is Thai Baht. If you pay for your order in a different currency via a third party payment gateway such as PayPal or Stripe, the exchange rate used to make your payment to us in Thai Baht will be the rate used by the payment gateway.
Value Added Tax (VAT) – In accordance with Thai law, as a small sole trader business we are not required to collect appropriate Value Added Tax on the products and services we provide.
7. Discounts, Promotions, Sale Prices, Special Offers and Coupon Codes
We may sometimes offer discounts, promotions, sale prices, special offers on our products and services (“offers”). We may also operate special discount schemes and supply discount/promotional coupon codes (“coupon codes”).
Offer Date Validity – Offers may only be valid between a specific start and end date and, if so, cannot be used for purchases before or after these dates. If you buy a product or service and its price falls, or is discounted due to a special offer later, the price of the product or service at the time of purchase shall prevail. We cannot give special discounts on products or services that have already been bought. Our special offers are often made because of the availability of products so we may change the terms of special offers, or withdraw them completely at any time without notice.
Customer-specific – We reserve the right to offer discounts, special offers and coupon codes to only particular types of customers. Only customers qualifying for these will be entitled them. They cannot be transferred to another person and should not be passed on to additional recipients.
Using Coupon Codes – Our coupon codes must be entered in the relevant section of our checkout page. We cannot apply a coupon code to orders already placed. Coupon codes may be restricted to one use, a limited number of uses or may be multiple use by particular entitled customers and we reserve the right to refuse them if they are passed on for use by other people. If the coupon code you enter on the checkout page is rejected it will probably be because the code has expired or the maximum use limit has been reached and the discount will not be applied. Selected coupon codes may be restricted for use against specified products. Where possible, details of any restrictions will be communicated when we promote and/or give the coupon code to you. Coupon codes may be withdrawn or suspended without notice for any reason. Our website will try to advise you on the checkout page if we cannot accept the voucher code you have entered. We cannot be held responsible for non-availability of our website which may prevent use of coupon codes.
Coupon Code Value – Where a coupon code entitles you to a percentage discount, the discount may not apply to the delivery charge (if any). Coupon codes cannot be exchanged for a cash alternative or used in conjunction with any other promotions.
8. Website Membership
Personal Information – Membership of our website (“Member Service”) is provided by us for the personal use of customers and is subject to these Terms and Conditions. In order to provide the Member Service, we will hold certain personal information. Except to the extent that we are required or permitted by law, any personal information which we collect will be used solely for the purposes of providing the Member Service. For more information about how we handle personal information please see the Privacy Policy page on our website.
Member Information – By registering for our Member Service, you agree that:
- The personal information that you are required to provide when you register as a member is true, accurate, current and complete in all respects.
- You will notify us immediately of any changes to the personal information by updating your details via your Account page on our website. This will help ensure you receive the communications and service we provide for you.
- You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
Password Security – When you register with our website you will be required to maintain a password. You must keep this password confidential and must not disclose, show, give or share it with anyone. You will be responsible for all activities and orders made using your member name and password. If you know, or think, that another person knows your password you should notify us immediately. If you forget your password, you can use the Lost Password page on our website to receive a new one (which you can change if you want, after you successfully log in again).
General Security – If we have reason to believe there may be a breach of security or misuse of your membership, we may require you to change your password, reset your password for you or, if necessary, suspend your membership.
Member Account Disclaimer – While we take every reasonable precaution and care with the website membership functionality, we do not make any representation or warranties of any kind (express or implied) with respect to the contents or operation of this functionality, and any such representations and warranties are excluded by this notice. We do not warrant that use of the functionality will be uninterrupted or error free. Whilst every effort is made to ensure e-mails sent to you using information in your account are processed and delivered as required, we cannot be held responsible for non-delivery of these messages. Your use of website membership is done so entirely at your own risk and we do not accept any liability whatsoever for losses or damages that you may suffer as a result of your use of website membership.
9. Orders and Payment
We cannot accept internet orders from customers under 18 years old.
Cut-off Dates/Times – Before placing your order, please review any order and/or delivery cut-off times we have stated on the website. These will normally be either on our Home page and/or on the relevant product category pages, such as “10-15 Feb (including Valentines Day”. Some cut off times may vary without notice during busy periods. For example, near Valentine’s Day.
Order Correctness – It is your responsibility to ensure that your order is correct before submitting it to us.
Consent – After you have completed compiling your order you will be asked on our checkout page if you agree to our Privacy Policy and our Terms and Conditions. Website orders can only be created on our checkout page after you agree to those.
Ordering – You create an order for products on this website by pressing the “Create Order” or “Pay” button (or equivalent) on our checkout page.
Order Status and Notification – After you create an order, our website will automatically send you an order status e-mail via the e-mail address you provide on your order, detailing what you have ordered. You should check the order status email for accuracy and Contact Us immediately if there are any errors. That email does not constitute our acceptance of, or a contract for, your submitted order.
Payment – After you have created your order, we will wait to receive your payment for the order.
Payment Processing – Payment is the final stage of the checkout process. If you pay for your order via a third party payment gateway such as PayPal or Stripe, via either (a) a popup dialog box appearing while using our website, (b) or a form embedded into our checkout page, (c) a page hosted on the payment gateway’s own website, or (d) some other way, this stage is managed entirely by the payment gateway. None of that information is processed or stored on isanflowers2.com or by us. For details about the security of your financial information and the Terms and Conditions when using a third party payment gateway, please see the payment gateway’s own Terms and Conditions on their website.
Payment Notification – After we successfully receive payment for your order, our website and/or the Isan Flowers 2 Team will normally send you an order payment confirmation e-mail via the e-mail address you provide on your order, to advise that we are processing your order. That e-mail does not constitute our acceptance of, or a contract for, your submitted order. If your payment to us is not completed successfully for any reason, or withheld by a third party payment gateway at any time, your order status will remain as or return to “on hold” or “pending” status and we will send you an e-mail telling you this. For a definition of Order Status types, please see our Order Status Explained page.
Order Confirmation – After we have manually reviewed your order, identified we can do what you want and successfully received the correct payment, we will normally try to manually send you an order confirmation e-mail via the e-mail address you provide on your order, and/or another way you have used to contact us, to advise that we have we have accepted your order. That order confirmation does constitute our acceptance of, and a contract for, your submitted order.
Combining Deliveries – If you create two or more orders for delivery to the same delivery place at the same delivery time on the same delivery date, we will probably try to deliver all the orders at the same time (even if different requested recipients). In the event we do this, we will normally not need you to pay more than one delivery charge. If, on this basis, you have already paid too much for delivery we will contact you and offer to either add something extra to your order or give you a part refund (or coupon code) for the overpayment.
Problems with Orders – If there are any problems with your order, we will try to contact you as soon as possible.
Accepting Orders – We may decide that we can accept some part(s) of your order and not accept other parts of your order.
Order Non-Acceptance – Reasons we may not accept your order can include (but are not limited to) the following:
- The product you ordered is not available from stock and/or cannot be supplied on the date you have requested.
- A price or product description error has been identified.
- We did not receive correct payment.
- Other reasons stated elsewhere in these Terms and Conditions.
If we cannot accept your order, we will try to contact you and offer some alternatives to your original order. If you do not want the alternatives, we will, with your agreement, cancel some or all of the order and refund any corresponding payment you may have given us for the order.
By creating an Order on our checkout page, you are agreeing to be bound by these Terms and Conditions.
10. Changing or Cancelling Your Order
You can change or cancel an order after you have created it, subject to conditions stated elsewhere in these Terms and Conditions.
Deadline Time – If you wish to change your order (for example – product type or size, delivery address, delivery date, delivery time, personal message) or completely cancel your order, please Contact Us and request it as soon as possible. Requests for changes or cancellations must normally be made in writing and at least 48 hours before your requested delivery time, to ensure that we have time to change or cancel the order before preparation and delivery. Unfortunately, although we will always do our best to accept requests to change orders, we cannot guarantee to accept or make changes to orders after that time, so please check all the details of your order shown in your order notification e-mail, as soon as you receive it.
Refunds and Product Returns – We reserve the right to keep any payment you may have given us if you change or cancel an order. This is because we may have already incurred significant costs as a result of your original order, such as payment to our suppliers. However, we will normally give you a part or full refund if you tell us early enough, depending on the circumstances and what costs we may have already incurred. Please see our Refund & Returns Policy page for more information.
11a. Delivery – General
Unless stated in the specific product description or in promotional offers on our website, product prices exclude delivery. For some orders, we may do free delivery.
Check Our Hours – Before creating an order and/or deciding your requested delivery date and time, please check our shop opening hours and delivery service hours on our Contact Us page and our Calendar page (for national and local Pattaya holidays) and allow for the possible time difference between Thailand and the country you are in. If you have any questions, about the above, please contact us.
Best Efforts – We will do our best efforts to deliver your order directly to your requested recipient (or an alternative that you have communicated to us on your order or via contacting us later) on your requested delivery date and at your requested time. However, we cannot guarantee that. It is subject to the circumstances described in these Terms and Conditions.
Changes to Availability – Some delivery services may be withdrawn without notice during busy periods and some delivery cut off times may vary without notice during busy periods.
Product Retention – In cases when we have not been able to do a delivery for reasons stated in these Terms and Conditions, we reserve the right to keep your order in our shop, or bring it back to our shop after attempted delivery, for safe keeping and temporary storage until we are able to agree an alternative delivery date and/or time with either you or your recipient.
We reserve the right to charge an additional delivery charge for a second or additional delivery attempts, when delivery has not been done at the first attempt due to reasons stated elsewhere in these Terms and Conditions.
11b. Delivery – Delivery Times
Outside Normal Delivery Service Hours – We reserve the right to change or not action any requested delivery times of day that are outside our normal delivery service hours. For example: delivery times too early in the morning, too late in the evening. We will try to contact you if we cannot deliver at the time you have requested, and offer to do the delivery at a different time. See our Contact Us or Delivery page to check our normal delivery service hours.
We May Change Delivery Time – We reserve the right to change your requested delivery time of day, if necessary. See example circumstances described in other sections of these Terms and Conditions, like: (a) your recipient has requested an alternative delivery time, (b) we have not been able to contact your requested recipient, (c) predicted or ongoing extreme weather in the Pattaya area, such as road flooding or lightning storms, (d) predicted or ongoing heavy traffic conditions in the Pattaya area.
11c. Delivery – Delivery Dates
Delivery Date Availability – Delivery of orders may not be possible some dates. For example: (1) on the order creation date, (2) the date after the order creation date, (3) on Sundays, when not ordered 48 Hours or more in advance, (4) on some Thailand national holidays and/or local Pattaya holidays (like Songkran, traditional Thai New Year) and (5) dates we decide to close the shop for days off or family holidays. Please see our Calendar page for example Thai public holiday dates. The ability to choose a date in the “Date Chooser” on our checkout page does not guarantee we can deliver on that date. We will try to contact you if we cannot deliver on the date you have requested, and offer to do the delivery on a different date.
We May Change Delivery Date – We reserve the right to change your requested delivery date, if necessary. See example circumstances described in other sections of these Terms and Conditions, like: (a) you have requested a delivery date that is sooner than we can do (b) our delivery service is not available on your requested delivery date, (c) your recipient has requested an alternative delivery date, (d) we have not been able to contact your requested recipient. We will try to contact you if we need to change your requested delivery date for some reason.
Using the Delivery Date Chooser – On our checkout page there is a “date chooser” you can use to choose a delivery date for your order. The date chooser may only allow delivery dates that are one, two or more days after the order date. This is by design because: (1) the possible time difference between Thailand and the country you are in (Thailand is GMT +7 hours) means that when you create your order, we may already have closed our shop for the day and not see your order until the next day when we open, (2) it will give us time to try to get the flowers/products you want from our suppliers if we do not have them in stock.
Requesting Fast Delivery – If you want your order delivered sooner than the first date available in the date chooser (for example, “Next Day Delivery”), you can write a request for the earlier delivery date on your order. We may be able to do your order on that date but this cannot be assumed or guaranteed, and we may need to make product substitutions without notice. If possible, please Contact Us before creating your order and we will tell you if we can do the earlier date or not.
11d. Delivery – Recipient Details and Delivery Addresses
Complete and Accurate Information – On our checkout page, and/or during our contact with you before or after you create an order, we ask you to provide specific and important information about your requested recipient and delivery place. To ensure the highest probability of delivery success, please ensure that you provide complete and accurate details of such information.
Recipient Names – Please provide the recipient’s full first and last name if possible, in addition to their short nickname, because there may be more than one person at the delivery place with the same first name or nickname.
Extra Information about the Recipient and Delivery Place – Please use the space available on our checkout page to provide any useful extra information that you think will help our staff find your requested recipient and requested delivery place. For example, information not included in the basic address information, such as “located next to” and Google Maps links/URLs. Addresses in Thailand, even some official postal addresses, can sometimes be vague and very difficult to find. Unlike many countries such as USA, in the UK and in Western Europe, property/building numbers (for example, 32/414) are sometimes not located/allocated in sequence on a street or road and roads can be extremely long, which means finding the location of a building/delivery address or place can be extremely difficult. Thai postcodes refer to relatively large regions of the country (like counties in the US or UK), rather than very small blocks of buildings. Addresses found on the internet or provided by word of mouth are often incomplete, such as no road or soi name, no district name. For deliveries to Bars and Massage Places, Hotels, Apartments/Condos or Hospitals, please also read the respective individual sections these Terms and Conditions. We will do our best to contact you if we need extra recipient or delivery information before your requested delivery date. If we cannot contact you, we may do our best to deliver your order with whatever information you have already provided (this may include us trying to contact your order recipient before delivery, to obtain information from them).
Incomplete Information – Failure to provide complete and full recipient information and delivery place information may result in us not being able to deliver your order on time, or at all. We cannot be held responsible for late or failed deliveries that are a result of the information you provide being incomplete, or if the recipient no longer lives or works at the delivery address you provided.
Refusing Delivery Places – We reserve the right to not deliver to requested delivery places or addresses which we believe are unreasonable, potentially dangerous or operating illegally. If we know in advance your requested delivery place is such as place, we will try to contact you and agree an alternative delivery place with you.
11e. Delivery – Contacting Recipient Before Delivery
We normally try to contact the requested order recipient before delivery on the delivery date, using the order recipient contact details you give us, such as their mobile telephone number. We do this for one or more of the following reasons: (1) to check if they will be at the requested delivery place at the requested delivery time, (2) check or get more details about the delivery place location, (3) check if they are happy to receive the delivery at that place and time (some Thai people get angry if they do not know in advance that they are going to be visited with a delivery), (4) agree alternative delivery time and/or place, if necessary. Because of the unique characteristics of Thailand, Thai people, and Pattaya in particular, there are various reasons requested recipients are sometimes not at the requested delivery address at the requested delivery time. We therefore cannot promise or guarantee to do surprise deliveries. While contacting the recipient, we will do our best to keep as much of the order information a secret as possible, but it is normally necessary (for reasons such as the frequency in Thailand of delivery scams) to tell the recipient that we are a flower shop and sometimes also the name of the customer.
By accepting our Terms and Conditions Policy you are giving us permission to contact your recipient before delivery.
11f. Delivery – Recipient Cannot be Contacted
If we cannot contact your requested recipient using the contact details you have given us at the first attempt, we will do multiple attempts to contact them if possible, using different contact methods if necessary.
If we cannot contact your requested recipient using the contact details you have given us (for example, the recipient has switched off their telephone, is not answering, is not responding to SMS text messages, or the contact details are incorrect), we reserve the right to delay the delivery until a date and/or time when we can successfully contact the recipient and agree the delivery with them. This is to minimise the risk of (a) the requested recipient not being at the delivery place at delivery time, (b) the delivery being left at the delivery place or with a third party and the recipient not ultimately receiving it (or claiming to have not received), (c) delivered flowers/products being damaged, spoiled or stolen, while waiting to be collected by the requested recipient. It also avoids the additional costs of doing extra delivery attempts.
In some cases we will attempt to deliver an order on the requested delivery date even if we have not been able to contact the recipient first. Such cases include: (1) when you have already given us instructions what to do if we cannot contact your recipient or if your recipient is not at your requested delivery place at your requested delivery time, (2) when we have already communicated to you what we will do if we cannot contact your recipient or your recipient is not at your requested delivery place at your requested delivery time.
If it has not been possible to contact your recipient on the basis above and you cannot provide successful alternative recipient contact information, we cannot accept any liability for the non-delivery and we reserve the right to cancel your order with no refund. We are also not responsible for any other costs incurred by you due to failed deliveries. Please see our Refund & Returns Policy page for more information.
11g. Delivery – Recipient Says Will Not Be Available at Requested Delivery Time and/or Delivery Place, or Requests a Change
If we successfully contact your recipient before delivery and they tell us they will not be able to receive your order delivery personally at the delivery time and place you requested, we will try to agree with them to either: (1) deliver to a different delivery place that they prefer (if it is within one of our delivery areas for which the delivery price is equal to or less than the delivery price you have paid), (2) do the delivery at a different time (and/or date) they prefer, (3) deliver the order to a third party (for example, a security guard, reception desk, friend or work colleague) for them to collect it from later, (4) a combination of the above.
11h. Delivery – Cannot Deliver Direct to Requested Recipient
Sometimes, even after we have perhaps contacted the recipient before delivery to check the delivery place and time, we may not be able to deliver an order directly to the requested recipient. Reasons can include: (1) recipient is busy working and cannot be disturbed, (2) recipient has temporarily gone away from the delivery place for some reason (such as spending time with a customer, getting something to eat), (3) access at the delivery place is restricted to staff only (such as hospitals, see separate section below) or residents only (such as apartment with key card restricted entry). In these circumstances, we may leave the delivery with a third party for the requested recipient to collect from them later. The third party will be either a person the requested recipient has told us to use, or else the person we believe is the most responsible-looking third party available (such as a reception staff member, security guard, work colleague, manager, mamasan, cashier).
In cases where your requested recipient has asked us to deliver the order to a third party, it will be the recipient’s responsibility to collect the order from this third party. We regret that we cannot accept responsibility if the order has been correctly delivered in this way and the actual receiver refuses or fails to pass on the products to the intended recipient.
11i. Delivery – Bars and Massage Places
For deliveries to Bars and Massage Places, delivery direct to a requested recipient may sometimes not be possible and if that is the case, we will normally leave the delivery with other staff such as the recipient’s work friends, manager, mamasan, cashier or security, to pass on to the requested recipient later. The requested recipient may be busy working, not started work yet, finished work for the day or temporarily away and not able to respond when we try to contact them.
11j. Delivery – Hotels
For deliveries to hotels, delivery direct to a requested recipient may sometimes not be possible and if that is the case, we will normally leave the delivery with reception staff, for them to pass on to the requested recipient later. If the recipient is a staff member, they may be busy working and not able to respond when we try to contact them. If the recipient is a guest, they may be away from their room and cannot be contacted. Hotels often do not allow delivery people to go to guest room areas for security reasons. It is important that you provide us with enough accurate and up-to-date information about the recipient, including whether the requested recipient a staff member or a patient. If a staff member, which department they work in, if possible. If a guest, their full name (as used to check in, such as on their National ID card or passport) and, if possible, their room number.
11k. Delivery – Apartments/Condos
For deliveries to apartments or condos, delivery direct to a requested recipient may sometimes not be possible and if that is the case, we will normally leave the delivery with reception staff or security staff, for the requested recipient to collect from them later. The requested recipient may be away from their apartment/condo and/or cannot be contacted. Some apartments/condos do not allow delivery people to go to resident areas for security reasons and/or access to resident areas may be blocked by key card security. It is important that you provide us with enough accurate and up-to-date information about the recipient, including if possible, their apartment/condo number.
11l. Delivery – Hospitals
Deliveries to hospitals are a unique circumstance, where delivery direct to a requested recipient may sometimes not be possible because access is restricted to staff only. If the recipient is a staff member, they may be busy working. If the recipient is a patient, they may be located where deliveries or visitors are not allowed, perhaps moved to a different room, or be already discharged. Hospitals often do not allow deliveries direct to patients for health and safety reasons. It is important that you provide us with enough accurate and up-to-date information about the recipient, including whether the requested recipient a staff member or a patient. We will need their full name (same as on their National ID Card or passport) and, if possible, the name of the department they are in.
11m. Delivery – Not Possible at Requested Time and/or Date
In addition to the circumstances stated elsewhere in these Terms and Conditions, there may be other occasions when we cannot try to deliver orders at the requested time or date. Such occasions can include: unusual shortage of delivery staff and staff illness. If possible, we will try to contact you and your requested recipient in advance and either predict the new time we will attempt to deliver the order (normally as soon as possible), or agree with an alternative delivery time and/or date.
11n. Delivery – Late Delivery
We do our very best to try to deliver orders at the time requested by you. However, there may sometimes be delays and we have to deliver at a later time than planned due to many possible legitimate reasons, as described in these Terms and Conditions. Therefore, we cannot guarantee our delivery times and we strongly recommend that you do not promise the recipient in advance that delivery will be at a certain time. You are welcome to Contact Us anytime to ask the status of an order or delivery, but our response may be delayed if we are busy or otherwise temporarily unavailable. See the Response Times section in these Terms and Conditions. For orders that are delivered late due to reasons beyond our control, we normally cannot refund orders and cannot be responsible for any costs incurred by you due to late delivery.
11o. Delivery – Refused or Rejected by Recipient
On very rare occasions, recipients may refuse or reject delivery for their own personal reasons. Such reasons can include: recipient is angry or upset with the specific customer and does not want to receive anything from the customer, the recipient no longer wants to have contact from, or any relationship with, the specific customer. We regret that we normally cannot refund orders if a delivery is refused or rejected by the recipient.
11p. Delivery – Delivery Photo and Proof of Delivery
Whenever possible, we will attempt to take a photograph of the requested recipient receiving a delivery, and this will be regarded as proof of delivery of your order. However, such a photograph cannot be guaranteed because there may be times when a recipient does not want us to take a photograph of them (or their face) and does not give us permission, or it was necessary to deliver to a third party instead of direct to the requested recipient.
In the event we have left a delivery with a third party, for reasons explained in these Terms and Conditions, we will normally try to also do one or more of the following: (1) identify the relationship between the third party and the requested recipient, (2) do a delivery photograph of the third party, although this cannot be guaranteed because they may not give us permission, (3) contact the correct requested recipient later, using the contact information you have given us, to tell them what we have done and check they have ultimately received the delivery in good condition.
We cannot guarantee the quality of the delivery photograph. We will do our best to do a nice photograph of the recipient and delivered products, but the quality will be restricted by various factors, including one or more of the following: (1) it will be a photograph taken on a mobile phone (2) some of our delivery staff may have older mobile phones (3) the recipient may want to hide their face/keep their face out of the photograph (4) the lighting conditions at the time and/or place of delivery may be poor.
11q. Delivery – Customer Confirmation
If you provided your own mobile telephone number in the billing details section on your order, we will normally try to confirm delivery or collection of your order by sending an SMS message to that telephone number. However, you will not receive the SMS message if the number you provided to us was not your correct mobile telephone number, the international country code was missing or incorrect, or there has been a problem with our or your mobile telephone service.
We will confirm delivery or collection of your order by contacting you using methods you have supplied to us and/or used to previously contact us, including one or more of the following: (1) mobile telephone SMS, (2) e-mail, (3) Messaging App. We do our best to send confirmation by the end of the day (Thai time) on the date we delivered the order but sometimes it may be up to 24-48 hours after the delivery date. If you have not seen our attempt to contact you, please keep checking your e-mail (including your spam folder), mobile telephone SMS messages and messaging apps like WhatsApp or LINE. You are welcome to Contact Us anytime to ask the status of an order or delivery, but our response may be delayed if we are busy or otherwise temporarily unavailable. See the Response Times section in these Terms and Conditions.
11r. Delivery – Other
For additional information related to our delivery service, please see our Delivery page.
12. Damaged Products
Although we do our best to ensure that it does not happen, it is possible that our products could arrive at the delivery place damaged. If our delivery staff see this, we will proactively take any action we think is necessary, depending on our opinion of the seriousness of the damage, including one of more of the following: (1) if the damage is very minor, check if the recipient is happy to receive the delivery anyway and if yes, deliver anyway and apologize for the damage, (2) bring the damaged item back to our shop and re-deliver an equivalent as soon as we can, if possible, (3) contact you to tell you what happened, apologize and say what we have done about it, (4) offer you a discount coupon code for future use, or a part or full refund for your order, if you prefer. If the damage is not noticed by our delivery staff, we want the recipient, or you, to please Contact Us as soon as possible so that we can try to put things right. Please see our Refund & Returns Policy page for more information. See also the Complaints section of these Terms and Conditions.
13. Complaints
Contact Us – We make every possible effort to ensure our products and services meet your reasonable expectations, by choosing our suppliers, flowers and other products we sell very carefully to ensure they are high quality. In the event you are not satisfied with our products or service, we want you to Contact Us. We normally take reasonable steps, agreed with you, to put the situation right by doing one or more of the following: (1) giving an apology to the recipient and/or you, (2) when applicable, contact the recipient to explain to them that a problem was our fault, not yours (3) arranging for a replacement delivery on the next available delivery date, (4) offer you a discount coupon code for future use, or a part or full refund for your order, if you prefer. The amount of the coupon code or refund will depend on the specific circumstances. We greatly value customer feedback and want to hear all customers’ complaints because we want you to be completely satisfied and have a great experience with us.
Importance of Flower Care – Because of the perishable nature of flowers, you must be aware and take into account that in the hot, Thailand climate flowers can very quickly deteriorate, wilt and die if they do not have enough water at all times. We have put important information on our Flower Care page that explains how to keep flowers looking beautiful for as long as possible, and also how to revive wilting flowers. Before deciding whether to make a complaint, we expect you to read that information and consider whether your flowers have been properly cared for since delivery.
Deadline Time – Because of the perishable nature of most or our products, and to enable us to resolve any complaint quickly, we advise you to make any complaint within 1 day of the delivery date of your order, whenever possible. For quality issues, we will require a photograph clearly showing the problem.
14. Privacy
We are committed to protecting your privacy. For more information, please read our Privacy Policy page which contains important information about the use of the personal information you provide when using this website.
15. Cookies
We use as few cookies as we can and are committed to sharing information with you about the cookies we use. Please see our Cookie Policy page.
16. Website Availability and Various Other Disclaimers
Website Availability – We make every reasonable effort to ensure that our website is always fully operational and error-free. However, we cannot guarantee this. Your access to this website, some or all of its services and website membership functionality may be occasionally restricted to allow for routine or emergency maintenance. We accept no responsibility for any defects and/or interruption of the website and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the website impossible or impractical.
Security – We take reasonable steps to make and keep our website safe and secure to use, such as using firewall, malware, hacker and bot protection. However, access to and use of this website is at the user’s own risk and we do not warrant that the use of this website or any material downloaded from it will not cause damage to any property, including but not limited to loss of data or device malware infection such as computer viruses. We accept no liability for malware or other device contaminants. You are recommended to take all appropriate safeguards (such as installing appropriate security software, such as anti-virus and firewall) before browsing the website or downloading anything from it.
We make no representations or warranties of any kind, express or implied, as to the operation of the website, the information, content, materials or products, included on this website. To the full extent permissible by applicable law, we disclaim all warranties, express or implied, including but not limited to, implied warranties of merchantability and fitness for a particular purpose. We will not be liable for any damages of any kind arising from the use of this website, including but not limited to incidental, punitive, direct, indirect and consequential damages.
Order Acceptance – All orders received are subject to acceptance by us and we reserve the right to reject any order, perhaps sometimes without giving reasons. In the event of rejection, we will normally refund any payments received Example reasons we may reject orders include: when a customer or recipient has been unreasonable or abusive to our staff in the past; when a recipient has refused to accept delivery in the past.
Circumstances Beyond Our Control – We shall not be liable for any delay or failure to perform our obligations to you where such delay or failure is as a result of any event or circumstances beyond our reasonable control including, without limitation, Acts of God (including fire, flood, earthquake, storm, hurricane or other natural disaster), adverse weather, pandemics, accident, war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, industrial or labour dispute, strike, lockout, breakdown of systems or network access, interruption or failure of electricity or telephone service.
17. Changes to these Terms and Conditions
We reserve the right to add to and make changes to our website and these Terms and Conditions at any time without notice. If we do, we will place the updated Terms and Conditions on this page, with a new “Last Updated” date near the top, so our members, customers and visitors are always aware of them. It is your responsibility to review the Terms and Conditions on each occasion you access the website. Changes will be effective as soon as they appear here and all subsequent dealings between you and us will be on the new Terms and Conditions.
18. Your Consent to these Terms and Conditions
Subject to the above provisions, by using our website you consent to these Terms and Conditions.
19. Comments and Questions
We welcome feedback on our Terms and Conditions. Please Contact Us with any comments, suggested corrections or questions.
Isan Flowers 2
Pattaya, Thailand
