Flowers Rabat

Returns & FAQ

At Flowers Rabat, every order is prepared with care for a specific recipient and delivery date. Because flowers are fresh, perishable products and many of our orders are personalized, our return and cancellation policy differs from that of standard retail products.

If there is a significant issue with your order, please contact us as soon as possible at contact@flowersrabat.com and include your order details and clear photographs where applicable.

We will review the situation and provide the most appropriate resolution.

Cancellations

Can I cancel my order?

Yes, provided that preparation or procurement has not yet begun.

If you wish to cancel or modify an order, please contact us as soon as possible.

A full cancellation will normally be possible when:

  • Flowers have not yet been purchased specifically for your order;

  • Bouquet preparation has not started;

  • A personalized gift has not been ordered or prepared; and

  • The order has not been dispatched for delivery.

Once preparation, personalization, procurement, or delivery has begun, cancellation may no longer be possible.

Can I modify my order?

We will do our best to accommodate changes requested before preparation begins.

Depending on the stage of the order, you may be able to change:

  • Delivery address;

  • Recipient details;

  • Card message;

  • Bouquet size;

  • Flower color;

  • Wrapping;

  • Delivery date; or

  • Gift additions.

Once the bouquet or personalized product has been prepared, certain modifications may no longer be possible.

Returns

Can flowers be returned?

Because flowers are fresh and perishable products, we do not accept physical returns of successfully delivered flower arrangements.

Likewise, customized bouquets, personalized cards, cakes, specially sourced gifts, and other made-to-order products generally cannot be returned because they are prepared specifically for the customer.

If there is a genuine quality or fulfillment issue, please contact us and we will review the order instead of requiring you to return the flowers.

Quality Issues

What should I do if there is a problem with the bouquet?

If the bouquet arrives with a significant quality problem, please contact us within 24 hours of delivery whenever reasonably possible.

Please provide:

  • Your order number or customer name;

  • A description of the issue; and

  • Clear photographs showing the bouquet and the affected flowers or product.

Photographs help us determine what happened and provide a faster resolution.

Depending on the circumstances, we may offer:

  • Replacement;

  • Redelivery;

  • Partial refund;

  • Full refund; or

  • Another appropriate solution.

What is considered a quality issue?

A quality issue may include:

  • Flowers arriving materially damaged;

  • Flowers arriving in an unacceptable condition;

  • A materially incorrect bouquet being delivered;

  • A significant component of the confirmed order being missing;

  • A damaged gift item; or

  • Another substantial difference from the confirmed order.

Minor natural variations in flowers are not normally considered defects.

Flowers are natural products, so differences may occur in:

  • Shade;

  • Bloom size;

  • Shape;

  • Degree of openness;

  • Stem structure; and

  • Arrangement positioning.

Flower Substitutions

Fresh flower availability varies by season, city, and supplier.

If a specific flower, color, wrapping, greenery, or decorative element is unavailable, we may occasionally make a reasonable substitution with an item of similar:

  • Style;

  • Quality;

  • Color palette; and

  • Value.

We always aim to preserve the overall appearance and value of the arrangement selected.

If a major substitution would significantly change the bouquet, we will attempt to contact you before proceeding whenever reasonably possible.

Personalized & Custom Orders

Custom and personalized products are prepared specifically for each customer.

These may include:

  • Custom bouquets;

  • Specific rose quantities;

  • Number bouquets;

  • Personalized cards;

  • Custom flower boxes;

  • Cakes;

  • Perfumes;

  • Jewelry;

  • Special gift combinations; and

  • Specially sourced products.

Once we have purchased, ordered, personalized, or begun preparing these items, they may no longer be cancelled or refunded unless there is a genuine quality or fulfillment issue.

Delivery Issues

What happens if the recipient is unavailable?

We may contact the recipient to coordinate the delivery when necessary.

If the recipient cannot be reached, we may attempt an appropriate alternative, such as:

  • Leaving the order with hotel reception;

  • Leaving the order with hospital reception;

  • Leaving it with an authorized concierge or security desk;

  • Coordinating with another authorized person; or

  • Arranging another delivery attempt.

The appropriate solution will depend on the circumstances.

If an additional delivery journey is required because the recipient was unavailable or the delivery information provided was incorrect, an additional delivery charge may apply.

What happens if I provided the wrong address or phone number?

Customers are responsible for providing accurate delivery and recipient information.

If you notice an error, contact us immediately.

We will make reasonable efforts to correct the information before delivery, but we cannot guarantee changes once the order has been dispatched.

Additional delivery charges may apply if a new delivery journey or significant change of destination is required.

Are exact delivery times guaranteed?

Unless explicitly confirmed otherwise, delivery times are approximate delivery windows rather than guaranteed exact appointment times.

Traffic, recipient availability, hotel or hospital procedures, weather, and other operational circumstances may occasionally affect delivery timing.

We make reasonable efforts to complete every order within the agreed delivery period.

Hotels, Hospitals & Secure Locations

For deliveries to hotels, hospitals, workplaces, gated residences, and other controlled-access locations, direct access to the recipient may depend on the establishment's rules.

If direct delivery is not permitted, successful delivery may be completed through an authorized:

  • Reception desk;

  • Concierge;

  • Hospital reception;

  • Security desk; or

  • Other designated representative.

We will make reasonable efforts to coordinate appropriately with the location.

Refund Policy

Refunds are assessed according to the circumstances of each order.

A refund or other resolution may be appropriate when:

  • Flowers Rabat is unable to fulfill a confirmed and paid order;

  • An order is not delivered because of a failure attributable to Flowers Rabat;

  • A materially incorrect product is delivered;

  • A product arrives with a significant quality issue; or

  • Another substantial fulfillment error occurs.

Refunds are generally not available solely because:

  • The customer changes their mind after preparation has begun;

  • The recipient refuses the gift;

  • The recipient is unavailable;

  • Incorrect recipient or delivery information was provided;

  • There are minor natural variations in the flowers;

  • A reasonable substitution of similar quality and value was required; or

  • A personalized or perishable product has already been prepared.

Nothing in this policy limits any mandatory consumer rights that apply under applicable law.

Refund Processing Time

Approved refunds are returned through the original payment method whenever possible.

Credit or Debit Card

After a refund has been processed, it may take several business days for the amount to appear on your account. The exact timing depends on your bank or card issuer.

PayPal

Approved PayPal refunds are returned to the original PayPal transaction. Processing and availability times depend on PayPal and the funding method used.

Other Payment Methods

Refund timing for other payment methods depends on the applicable payment provider and method used.

Flowers Rabat cannot control processing delays imposed by banks, card issuers, PayPal, Fourthwall, or other payment providers after a refund has been successfully initiated.

Accepted Payment Methods

For orders placed through our secure online checkout, available payment methods may include:

  • Major credit and debit cards;

  • PayPal;

  • Apple Pay;

  • Google Pay; and

  • Other local or supported payment methods depending on the customer's location and device.

Additional payment options offered directly by Flowers Rabat may include:

  • Remitly bank transfer; and

  • Western Union.

Availability may vary according to the order and customer location.

International Customers

Flowers Rabat welcomes customers ordering from abroad for delivery to recipients in Morocco.

An international customer can therefore place and pay for an order from another country while the flowers or gifts are prepared and delivered locally in Morocco.

Because the physical delivery itself takes place within Morocco, our normal flower orders are not international shipments to the customer's country.

Your bank, card issuer, or payment provider may nevertheless apply:

  • Currency conversion;

  • Foreign transaction fees; or

  • Other financial charges.

These charges are determined by your financial institution and are outside Flowers Rabat's control.

Merchant of Record & Online Checkout

Our personalized online ordering website uses Fourthwall for ecommerce and payment infrastructure.

For orders processed through Fourthwall checkout, Fourthwall acts as Merchant of Record and handles the online payment transaction and related payment processing functions.

Flowers Rabat remains responsible for the local preparation, coordination, and delivery of Flowers Rabat flower and gift orders in Morocco.

Questions regarding the bouquet, customization, recipient, delivery, or Flowers Rabat service should therefore be directed to Flowers Rabat.

Flower Lifespan

Fresh flowers are natural and perishable.

Their lifespan depends on factors including:

  • Flower variety;

  • Temperature;

  • Water;

  • Handling;

  • Environment;

  • Stage of bloom; and

  • Recipient care.

After successful delivery, appropriate care of the bouquet becomes important for maintaining freshness.

We cannot guarantee an exact number of days that fresh flowers will last.

Need Help With an Order?

If you have a question, delivery issue, or quality concern, contact us:

Flowers Rabat
Email: contact@flowersrabat.com
Website: flowersrabat.com

Please include your order information so we can assist you as quickly as possible.