Orders are placed on www.mcflor.com, operated by Teleflor Malta Ltd, where customer as well as delivery details are provided in the order form on our Checkout page. Please refer to our Privacy Policy for full details extracted from your order. To affect a complete purchase, you will be redirected to a secure payment platform, which belongs to Ingenico, Adyen or PayPal, depending on the payment method chosen. These platforms will request your credit card details in order to complete your purchase. In some cases, an extra measure of security is taken and methods of verification will be asked for. Any action which takes place on the payment platform is outside the control of McFlor. Once payment is completed, we will receive the order in our database and the customer will receive a receipt of the order. The order receipt sent to the customer’s email address is the final receipt of purchase. We do not issue any other invoices. Orders are handled strictly from 09:00 to 17:00 CET. Please keep in mind the time difference when experiencing a delay in communication from our side.
The disclaimer on each product page explains that certain flowers may be substituted with similar flowers or equal or greater value as long as the style and colour scheme of the product chosen are maintained. If a drastic change in the balance and harmony of the product is required by the florist due to shortage of flowers, our florist network will inform us and we will inform the customer and ask for their approval. This may lead to a delay or postponing of delivery. Most of our products depict flowers in their full bloom. The florist may deliver some flowers still in bud form in order to ensure longevity. Flowers are guaranteed to arrive in the freshest condition possible. The delivery person will not leave flowers at the door or anywhere which may be detrimental to the quality of the flowers, unless stated otherwise in writing by the customer. Add-on items which can be purchased in addition to the flowers may not always be available by the specific local florist. Any substitution will have to be approved by the customer. If the order is urgent, the florist will not delay the delivery and will cancel the add-on should it not be available. We will then issue a refund for the add-on.
Our delivery service takes place by hand. In some cases, we may make use of a courier service in case the delivery address is far from any local flower shop in our network. We do not deliver flowers by post or in a box. Delivery takes place from a local florist’s shop in the country of delivery, not shipped over from anywhere else in the world. There is a delivery fee over and above the product price which is shown in the product page. The delivery fee for the country of delivery chosen can be viewed in the Cart and Checkout pages. The recipient’s local phone number in the country of delivery is a requirement by many florists. Any other phone number(s) which are not local should be mobile phones with access to WhatsApp, Viber or other communication apps. The international code of the phone number should always be provided. There may be a delay or postponing of delivery should the recipient phone number provided not be a local one without explanation. For instance, if the recipient is on holiday in another country, it should be made clear by the customer that the mobile phone number provided is an international one, also stating which country it belongs to and that there are no alternative phone numbers available. Deliveries to hotels, hospitals, offices, military bases and other establishments which normally have a reception desk or which have a high level of security are only guaranteed to the reception/front desk. Should the delivery address and the recipient’s phone number(s) provided by the customer be incomplete or incorrect, and the florist has already attempted the delivery, orders cannot be cancelled due to wastages experienced by the florist.
We promise a service which safeguards privacy, ensures timely delivery and always fresh flowers. Should there be a complaint, we require complete details of the situation so that we would be able to investigate the claim with the head office in the delivery country. When there are complaints regarding the quality, type or colour of the flowers delivered, a photograph is highly recommended as it will help in our investigations substantially. In cases where the florist uses substitutions which are not of the same value of the flowers ordered or which do not maintain the colour scheme of the product ordered, the customer will have the option to cancel and refund the order or to deliver the correct product. In cases of non-delivery for whatever reason, the customer has the option to cancel and refund the order or to deliver the order as soon as possible with a free upgrade and apology note. We always do our best to keep a 100% satisfaction guarantee to all our customers.
Cancellation of orders when the delivery is no longer needed by the customer, a notification by email of the wish to cancel the order must be received at least 1 day before the delivery date. For same day orders, cancellation must be requested by email within 30 minutes from your order. Requesting cancellation after this time may lead to your order having already been prepared by the florist.
In the case where flowers are prepared but delivery is not possible due to (1) the provided address and/or recipient phone number is wrong, (2) the recipient is away on holiday, (3) the recipient has moved or (4) the recipient refuses the flowers, cancellation of the order will not be possible as the florist would have experienced wastage of flowers due to no fault of his or her own.
Refunds are issued from our company’s side within 24 hours from agreement of refund with the customer. The refund will appear back on the cardholder’s account within 3-5 working days as per bank procedures.
We can only affect a refund to the same credit/debit card or PayPal account that was used to make a purchase on our website.