Terms & Conditions
Please read these Terms and Conditions carefully before proceeding. By placing an order on the Durban Florist website or when ordering by telephone, you are agreeing to the following terms and conditions.
Durban Florist reserve the right to reject any order without giving any reasons. In the event of rejection, we will refund or cancel any payments received via the payment method used to place the order.
All orders must be paid for in full before the order can be processed. Failure to pay by the specified cut-off time may result in the order being delayed or cancelled.
Customer and Recipient Details
Durban Florist accepts no liability for failed delivery due to inaccurate information provided.
We require full payment and receipt of confirmation of payment before orders can be processed. All prices on the Durban Florist website are quoted in South African Rands (ZAR). Orders are always charged in South African Rands (ZAR) and Durban Florist cannot be held responsible for any currency conversion differences, and / or charges made by your bank. For accurate pricing please refer to the current ZAR conversion rate.
EFT Payments: Internet transfers or cash deposits must be made before the 12h00 cut-off time for same day delivery. Failure to pay within the allocated time will result in the order not being processed and will delay the delivery date accordingly.
Credit Card Payments: You must be the owner of the credit card you are using, or have permission from the owner to use it. We reserve the right to cancel an order and refund the credit card if we suspect it is fraudulent.
No Cheque Payments: We do not accept payment by Cheque.
- VCS (Virtual Card Services) process all credit card transactions. All credit card transactions are 128 bit Secure Socket Layers (SSL) encrypted. The company registration documents and the site's registered domain name are checked and verified by Thawte, ensuring the cardholder and merchant that nobody can impersonate VCS to obtain confidential information.
- Virtual Card Services is committed to providing secure online services. All encryption complies with international standards. Encryption is used to protect the transmission of personal information when completing online transactions. Virtual Card Services Internet servers are protected by firewalls and intrusion detection systems.
- PLEASE NOTE: Durban Florist does not have access to ANY credit card details!
- Virtual Card Services continually reviews and enhances its security in line with technological changes.
We’ve written a detailed article on ordering flowers online safely.
Same Day Delivery: For floral products, we offer same day delivery if the order is placed and fully paid for before 12:00pm. Orders placed on the day of delivery will be delivered in the afternoon, providing the recipient is there to accept delivery, however we cannot guarantee the exact time of delivery. The same applies to our limited range of same day gifts and hampers.
Specific Delivery Times: Specific delivery times cannot be guaranteed. If you would like to request a morning or afternoon delivery you may do so in the special instructions, and we will make every effort to meet your request.
Gifts & Hampers: With the exception of our same day gifts and hampers, delivery times for gift baskets, gifts, hampers, chocolate boxes, and all other non-floral products vary depending upon the supplier and the destination. Normally next day delivery is available, but since we use a 3rd party courier, we unfortunately cannot guarantee delivery dates or times. Please allow 1-3 working days for all non floral products.
If the recipient isn’t there at the time of delivery: Our florist will leave a card to say they were there, inviting the gift recipient to contact them and arrange a convenient time for delivery or collection. They may also leave the gift with a neighbour or colleague and will contact the recipient informing them of this arrangement.
Hospitals, hotels and company deliveries: Orders to hospitals, hotels or company addresses are not guaranteed, but in most cases arrive as requested. Please indicate the name and telephone number of the hospital, hotel or company. In the case of hospitals we also need the recipient’s ward and room number. Durban Florist will send your gift in accordance with the facilities procedures, and cannot be held liable if these procedures prevent successful delivery. Durban Florist cannot issue refunds if the delivery failed due to any of the above.
Changes to your Order: If you need to change something on your order such as an address, contact details or the delivery date after you have sent your order, please contact us immediately with all the relevant details of your order. If your order has not already been dispatched, we will try our utmost to make the necessary changes for you.
Special Occasions & Holidays: Due to special flower days like Valentine’s Day & Mother’s Day being very busy periods, we ask that you place orders for special occasions at least 3 days in advance. We will always accept your orders, and in most cases be able to process them on time. However, we cannot guarantee last minute orders for special occasions. Your order will however be processed and delivery will be made at the earliest possible date.
Weekends & Public Holidays: We do not deliver flowers on Sundays or public holidays and our couriered products can only be delivered on weekdays (public holidays not included). We rely on third parties to deliver our products, so please let us know as soon as possible if an item has not been delivered and we will do our utmost to resolve the problem for you as quickly as possible.
Delivery Exceptions – Durban Area
We can deliver flowers 7 days a week in Durban and the surrounding areas. This includes Sundays and public holidays. We will always do our best to deliver your flowers on a Sunday or public holiday, however we cannot guarantee delivery on these days. Please ensure that the recipient is available at the address you have provided on the selected day.
Flower availability and substitutions
Due to seasonal availability and design interpretation, floral products pictured on our website may vary slightly in design or appearance to the delivered item. Due to stock availability, our florists reserve the right to substitute flowers, vases, products and outer wrapping with an item of similar style and equivalent (or greater) value and quality. If the substitution is significant, we will try to contact you to inform you of any substitutions, but we are not obligated to do so. If we cannot reach you via the contact details you provided, we will assume that you accept the substitution. The same applies to our other products.
If you want to cancel an order, you will be given a full refund if your order hasn’t been processed or dispatched yet.
In the case of Gift Baskets and Hampers, no refund will be given if notice is given on the day of the delivery or if the item has already been dispatched.
Please note that we reserve the right to deduct any taxes, charges or currency conversions incurred by Durban Florist during the transaction.
If you placed 2 or more identical orders, you will receive a full refund for the duplicated order, provided that our local florist does not make and deliver the item. If the local florist does deliver the item we cannot give a refund. Durban Florist cannot be held responsible for duplicated orders.
Complaints & Refunds
Durban Florist offers a 100% satisfaction guarantee. This applies to the products and services that we (or our fulfilment partners) have direct control over. The guarantee is not applicable to issues that are outside our control such as incorrect or incomplete addresses provided by the customer or refused deliveries (for example, a refused delivery to a hospital or corporate premises) or flowers not cared for properly by the recipient. For more information on how to care for your flowers, read our flower care tips.
Any complaints should always be accompanied by your order number, sender information, recipient information and digital photos clearly showing the product at the time of delivery. Due to the nature of perishable items used, all complaints must be made within 48 hours of delivery.
If the recipient is not there when we deliver, we will attempt to deliver a second time before charging an additional delivery fee.
If a delivered product is received in a damaged condition, we will either refund you in full or redeliver a replacement product. It will be necessary to return the original product in order to receive the refund or replacement.
If your order is not delivered on the selected date due to the fault of our florist, we will either refund you in full or redeliver your order on a suitable date.
If we send the wrong product, we will resend the correct product. It will be necessary to return the original product to us.
If for some reason we aren’t able to fulfil your order, we will refund you in full.
Durban Florist is not responsible for health, material, physical or other damages or losses that a customer or any third party could suffer from the consumption or use of our products. For consumables, Durban Florist recommend that people with allergies, diabetes, or any other health problem always read and follow the instructions on the packaging. Please note that our florists and hamper content suppliers may have nuts in the area where the products are created and packaged.
Alcohol & Legal Age
You must be over the age of 18 to place an order for alcoholic products on the Durban Florist website. By placing an order, you confirm that you and/or the recipient of a gift containing alcohol are over the age of 18.
This user Agreement is governed by South African law and any dispute connected with this agreement is subject to the exclusive jurisdiction of the South African courts.
Durban Florist make every effort to present accurate and timely information regarding the products we have for sale. However, it is possible that discrepancies or inaccuracies may arise if we receive inaccurate information from our suppliers or other outside sources. Should you encounter any information on our site that you deem inaccurate, please contact us.
t. 0861 977 468 or +27 31 201 6153 (International)