Shipping policy

Delivery & Shipping Policy

Last updated: September 3, 2026

This Delivery & Shipping Policy applies to orders placed through Floral Smiles, operated by:

EuroBlooms OÜ
Registration Number: 17585654
Harju maakond, Tallinn, Kesklinna linnaosa
Tartu mnt 67/1-13b
10115 Tallinn
Estonia

Floral Smiles specialises in flower and gift delivery through a network of local florists. Depending on the delivery location, requested delivery date and product availability, your order may be prepared and delivered by an independent local florist selected by us.

1. Delivery Areas

Delivery availability depends on the recipient's location and the availability of a suitable florist or delivery partner in that area.

We may be unable to deliver to certain addresses or locations.

If we are unable to fulfil an order to the requested delivery address, we will contact you as soon as reasonably possible and, where appropriate, provide a refund.

2. Delivery Dates

Where available, you can select a requested delivery date during checkout.

We will make reasonable efforts to deliver your order on the selected and confirmed delivery date.

A requested delivery date is not a guarantee of delivery at a particular time unless a specific timed-delivery service has been expressly offered and confirmed.

During exceptionally busy periods, including Valentine's Day, Mother's Day, Christmas and other major floral occasions, deliveries may take place later than usual during the day.

3. Same-Day Delivery

Same-day delivery may be available for eligible products and delivery locations where the order is placed before the applicable daily cut-off time.

The available same-day option and any applicable delivery charge will be displayed during the ordering process.

Same-day availability depends on:

the time the order is placed;
the recipient's location;
local florist availability;
product and flower availability; and
local delivery capacity.

Where same-day delivery is unavailable, the next available delivery date may be offered.

We reserve the right to stop accepting same-day orders earlier than the normal cut-off during periods of exceptionally high demand or where local fulfilment capacity has been reached.

4. Next-Day and Future-Date Delivery

Where offered, you may choose next-day or a future delivery date during checkout.

Availability may vary depending on the delivery location, local florist operating days and public holidays.

Certain dates may be unavailable for delivery.

5. Delivery Times

Unless a specific delivery time has been expressly confirmed by us, we cannot guarantee delivery at a particular hour.

Orders may be delivered at any time during the local delivery period for the selected date.

If you require delivery for a time-sensitive event, such as a funeral, wedding, ceremony or business event, please provide the relevant event details when ordering where an option to do so is available.

We will make reasonable efforts to accommodate such requests, but a requested time is not guaranteed unless expressly confirmed.

6. Delivery Charges

Any applicable delivery fee will be shown during checkout before you complete your purchase.

Additional fees may apply for services such as:

same-day delivery;
next-day delivery;
certain delivery locations;
special delivery arrangements; or
redelivery where the original delivery could not be completed because of information supplied by the customer.

You will be shown applicable mandatory charges before placing your order.

7. Delivery Address

You are responsible for providing a complete and accurate delivery address.

Please check the recipient's:

full name;
street address;
house, building or apartment number;
postal or ZIP code;
city or locality;
country; and
telephone number, where requested.

We cannot accept responsibility for delivery problems caused solely by incorrect, incomplete or misleading information supplied when the order was placed.

If you discover an error in the delivery information, contact us immediately at:

contact@floralsmiles.com

We will make reasonable efforts to update the information if fulfilment has not progressed too far, but changes cannot always be guaranteed once the order has been transmitted to or accepted by the fulfilling florist.

8. Recipient Telephone Number

Where requested, please provide a valid telephone number for the recipient.

The recipient's telephone number may be used by Floral Smiles, the local florist or the delivery provider where reasonably necessary to:

locate the delivery address;
gain access to a property;
resolve a delivery problem;
arrange delivery; or
contact the recipient if delivery cannot otherwise be completed.

We do not guarantee that the recipient will be contacted before delivery.

9. Recipient Not Available

The recipient does not always need to be personally present for an order to be successfully delivered.

If nobody is available at the address, the florist or delivery driver may, where reasonable and appropriate:

leave the order in a safe location;
leave it with a neighbour;
leave it with reception, a concierge or another authorised person;
contact the recipient;
leave a delivery notification; or
make another reasonable arrangement to complete delivery.

Whether an order can safely be left unattended depends on factors such as the location, weather, product type and security of the delivery address.

If an order has been reasonably and safely delivered to the supplied address, the recipient's absence does not by itself mean that the order has not been delivered.

10. Businesses and Offices

For deliveries to offices, workplaces and commercial premises, delivery to reception, security, a mailroom or another authorised receiving point at the address may constitute successful delivery.

Please ensure that the business is open and able to accept deliveries on the selected date.

We are not responsible for delays or unsuccessful direct handover to the intended recipient where access restrictions imposed by the premises prevent the florist or driver from reaching them personally.

11. Hotels

For hotel deliveries, please provide:

the recipient's full name;
the name and address of the hotel;
the recipient's room number, where known; and
any booking or reservation information reasonably required by the hotel.

Delivery to hotel reception or the concierge may constitute successful delivery.

We cannot guarantee that hotel staff will allow delivery directly to a guest's room.

12. Hospitals and Healthcare Facilities

Hospitals and healthcare facilities may impose restrictions on flower deliveries.

Some wards or facilities may prohibit flowers entirely or restrict certain types of products.

Please provide the patient's:

full name;
hospital name;
ward or department, where known; and
any other relevant delivery information.

Delivery to an authorised hospital reception or receiving point may constitute successful delivery where direct access to the patient is restricted.

If the hospital refuses flowers or the recipient has been discharged, transferred or cannot be located, please contact us and we will determine what reasonable options are available.

13. Schools, Universities and Other Restricted Premises

Schools, universities, military facilities, secure buildings and other premises may restrict access to delivery personnel.

Delivery to an authorised reception, security desk or other receiving point may constitute successful delivery.

Customers should check whether the premises accepts flower deliveries before placing an order.

14. Gated Communities and Access-Controlled Properties

Where the recipient lives in a gated community, condominium or access-controlled property, please provide any necessary access information when placing the order.

If the florist cannot gain access and cannot reasonably contact the recipient, the order may need to be returned or redelivered.

Additional charges may apply where a second delivery attempt is necessary because access information was not provided.

15. Incorrect or Incomplete Address

If an order cannot be delivered because you provided an incorrect or incomplete address, we will make reasonable efforts to resolve the problem.

Where the flowers have already been prepared or delivery has already been attempted, we may be unable to provide a full refund because the products are perishable and costs have already been incurred.

Where possible, we may offer redelivery to a corrected address, subject to availability and any additional delivery charge.

16. Refused Deliveries

If the intended recipient refuses to accept the flowers or gifts, the order will normally be considered fulfilled or a valid delivery attempt will be considered to have taken place.

Because floral products are perishable and have generally been prepared specifically for the recipient, a refund may not be available where delivery is refused.

This does not affect any rights you may have where the goods themselves are defective or otherwise do not conform to the contract.

17. Failed Delivery Attempts

Where delivery cannot be completed, the florist or delivery provider may attempt to contact the recipient or customer.

Depending on the circumstances, a second delivery attempt may be made.

Additional charges may apply where redelivery is required because of:

an incorrect address;
missing access information;
the recipient being unavailable where the order could not safely be left;
the recipient being at a different location; or
another circumstance outside our reasonable control.

18. Proof of Delivery

Depending on the florist and delivery method, proof of delivery may include information such as:

confirmation from the delivery driver;
delivery tracking information;
a photograph taken at the delivery location;
GPS or location information;
confirmation from reception or another person accepting the order; or
other delivery records.

Not all delivery methods provide photographic or electronic proof of delivery.

19. Weather and Circumstances Outside Our Control

Delivery may be affected by circumstances outside our reasonable control, including:

severe weather;
flooding;
storms;
snow or ice;
road closures;
traffic disruption;
natural disasters;
public emergencies;
strikes;
government restrictions;
local events; or
other major transport or access disruptions.

Where possible, we will make reasonable efforts to complete delivery or arrange an alternative.

If an order cannot be fulfilled, we will provide any refund or other remedy required under applicable law and our Return and Refund Policy.

20. Flower Availability

Because flowers are natural and seasonal products, certain flowers, colours, foliage, containers or other components may not always be available in the recipient's local area.

The fulfilling florist may make reasonable substitutions while maintaining the overall style, colour scheme, size and value of the arrangement as closely as reasonably possible.

Further information about substitutions is available in our Terms of Service and Return and Refund Policy.

21. Add-On Products

Where your order includes chocolates, vases, soft toys or other gifts, local availability may vary.

A reasonably equivalent product may be substituted where the exact item is unavailable, provided the substitution is of comparable type and similar or greater value where reasonably possible.

22. Non-Delivery

If your order has not been delivered by the end of the confirmed delivery date, please contact us at:

contact@floralsmiles.com

Please provide your order number and recipient details so that we can investigate with the fulfilling florist.

If we determine that the order was not delivered and cannot reasonably be redelivered, we will provide an appropriate remedy, which may include replacement, redelivery or refund.

23. Delivery Problems

If there is a problem with your delivery, please contact us as soon as reasonably possible.

For complaints concerning the freshness, quality or physical condition of flowers, we recommend contacting us within 24 hours of delivery, as flowers are perishable and their condition can change quickly.

We may request photographs to help us investigate the issue.

This recommendation does not limit your statutory consumer rights.

For further information, please see our Return and Refund Policy.

24. International and Cross-Border Deliveries

Where Floral Smiles offers delivery in more than one country, orders are generally fulfilled locally in or near the recipient's delivery area.

Available products, prices, delivery charges, delivery dates and fulfilment options may therefore differ depending on the destination country or region.

Any applicable options and charges will be displayed during the ordering process.

25. Changes to This Policy

We may update this Delivery & Shipping Policy from time to time to reflect changes in our delivery services, fulfilment network, business practices or legal requirements.

The latest version will be published on our website together with the date on which it was last updated.

26. Contact Us

For questions about an order, delivery, failed delivery or delivery address, please contact:

Floral Smiles
Email: contact@floralsmiles.com

Floral Smiles is operated by: