Shipping, Refund and Return Policy
1. Shipping cost
Shipping costs are not included in the price of the products, but are added during the purchase and are detailed in the summary of the purchase. These costs vary according to the chosen destination and the date and time of delivery and range from 5 to 12.90 euros.
2. Delivery methods and delivery times
We have two delivery methods, depending on the destination and the urgency of the shipment. On the one hand, we deliver kokedama, gardens in a bowl, roses and potted plants from our logistics center in Sant Cugat del Vallès.
- Standard delivery: delivery of the order on the day indicated by the customer. Shipping for mainland Spain is between 6 and 12 euros and excludes the Balearic Islands, Canary Islands, Ceuta and Melilla.
- Express delivery: for orders that will be delivered the same day, the next day or on weekends.
In none of the above options we can guarantee the exact time of delivery, as this depends on the available schedules of our logistics partners. In some cases, and always depending on the date and country of destination chosen, you will be offered the option to choose morning or afternoon delivery.
3. Late delivery
If we fail to deliver your order on the agreed date due to causes within our control, you will be entitled to a 10% refund.
If delivery cannot be made on time due to circumstances beyond our control, such as the recipient not being at home, you will be notified and a new delivery will be scheduled.
If delivery cannot be made on time because the day chosen is a local holiday, delivery will be made on the next business day and in this case, you will not be entitled to a refund.
4. Incorrect or incomplete delivery information
If, when placing your order, you provide us with an incorrect or incomplete delivery address, we will not be able to guarantee delivery of your order. If we find that the information provided is incorrect, we will contact you to confirm the details or ask for additional details. Please note that changes to this information must be made at least two business days prior to the scheduled delivery. For example, if your order is for March 16, you must contact us before 7pm CET on March 13. Omotesando Plants is not responsible if your order cannot be delivered because the information provided is incorrect or incomplete, so you would not be entitled to a refund.
5. Conditional place of delivery
Orders addressed to hospitals, hotels, residences, companies, universities or public buildings are not guaranteed, but in most cases they will arrive correctly. If your order is destined for one of these establishments, please provide us with the name and telephone number of the establishment and provide as much detail as possible. In the case of hospitals, we will need the ward and room number. Omotesando Plants will try to deliver your bouquet according to the rules of each facility, but we cannot be held responsible if these organizations prevent it. Please note that many hospitals do not allow delivery to individual rooms and neither do most ICUs. Please check with the hospital before placing your order.
If you want to send flowers to a person staying in a hotel, you must specify the room number (if available) and the name of the person under which the reservation is made. Omotesando Plants cannot authorize any refund if a delivery could not be made due to these circumstances.
6. Deliveries refused by the recipient
If, for whatever reason, the recipient refuses the delivery, you will not be entitled to a refund of the amount of your order.
7. Changes to your order
To make changes to your order, please contact our customer service via e-mail info@omotesandoplants.com. You must make these changes at least two working days before the desired delivery date. For example, if your order is to be delivered on March 16, you must contact us by 7pm on March 13.
8. Quality Policy
Our kokedama and flower arrangements are unique and handmade, so no two are alike. We do our best to match the photographs and product descriptions as closely as possible. There may be slight variations from the image, but the concept and quality of the product is always guaranteed. The images we use to illustrate our complementary products are a visualization of them and do not represent any particular brand. These products are shipped from our florists and their availability depends on the season and stock.
9. Products and images
Products contain only the items specified in the descriptions. Bases and other items are not included unless expressly stated in the description. The photographs of the plants represent the average size of the plant. Plant composition and shape may vary slightly. Please refer to our Substitutions Policy, below.
10. Claims and Refund Requests
If you are not satisfied with your order you can contact us by email at info@omotesandoplants.com and our customer service department will handle it as soon as possible.
Kokedama, plants and gardens in a bowl:
If the customer is not satisfied with his order of kokedama, plant or garden in a bowl, he may request a review of the order to see the status of the order. As stated in Art. 103 Point D of the General Law for the Defense of Consumers and Users, according to which the right of withdrawal shall not apply to contracts that refer to "the supply of goods that may deteriorate or expire rapidly." Therefore, within the two-day period, the customer may send his request via email to info@omotesandoplants.com, including his contact information. In case of quality-related incidents, Omotesando Plants requests the customer to send a digital image of the delivered product to info@omotesandoplants.com, indicating the order number in the mail.
Defective products:
In cases where the customer considers that at the time of delivery the product does not conform to the stipulated, he himself must contact Omotesando Plants, providing the product data, as well as the damage it suffers. In all cases the company may request a photo of the damage. Once the notification is received, the company will contact the customer to inform him how to proceed, without the consequent repair, replacement, price reduction or termination of the contract will not involve any cost to the consumer and user.
Conditions:
The consumer and user must inform Omotesando Plants of the lack of conformity within two months of becoming aware of it.
11. Return policy
In case the order arrives in bad condition, a new product will be sent free of charge. The solution will depend on the condition of the product at the time of delivery. We require photos of the product to evaluate its condition. We do not accept returns as these are natural plants and may be more damaged if they are not well adapted for return.
11. Methods of payment and incident management
The payment of your orders on our website can be made by credit or debit card (Mastercard, Visa, Visa Electron, Maestro) through Stripe or Paypal.
If, for whatever reason, you provide us with incorrect credit card or payment method information, we will not be able to process your order and therefore will not be able to process and ship it. We will contact you to try to resolve the situation, but Omotesando Plants will not be responsible in any case for any problems arising from it.
12. Cancellations
If you request the cancellation of your order a minimum of two working days before the expected delivery date, you will be entitled to a refund of the total amount paid. For example, if your order is for March 16th, you must contact us before 7pm CET on March 13th. If the cancellation is notified between five and two working days before delivery, an administration fee of ten euros will be deducted from the refund. As an example, if your order was to be delivered on March 16, you must contact us before 7pm CET on March 13. If the order is cancelled less than two working days before delivery, no refund will be made.
13. Duplicate orders
If for any reason you have placed two or more identical orders and you notify us of this, we will carry out a full refund on the duplicate order, provided that we have not designed and delivered the product.
14. Product Replacement Policy
Occasionally, it is possible that we do not have some of the items listed in the description of the plant, so it will be necessary to replace them with products of the same value or higher. In this case, we will try to contact you to inform you; if we are unable to locate you, we will proceed with such substitution to avoid delays in the delivery of your order. However, roses will never be exchanged for other flowers without your prior confirmation. If our florist does not have a certain added product, the delivery will be made without that product and we will reimburse you the amount of the same.
15. Color substitution policy
Our florist may make changes in the color of the flowers, but always maintaining the overall tone of the bouquet or plant that appears on the web.
On the other hand, we cannot guarantee that the color tone is exactly the same as the one shown in the image. For example, a pink bouquet may be presented in a pale shade or in a more intense one.
In the case of more extreme color changes, we will try to contact you to inform you about them. If this is not possible, we will proceed with the substitution of colors to avoid delays in the delivery of the order.
16. Special requests
We cannot guarantee the fulfillment of special requests in any case. If we cannot fulfill them, you will not be entitled to a refund.
17. Delivery policy on special dates
During periods with a high volume of orders (e.g. Christmas or Valentine's Day), some of the above policies may be subject to change:
- Changes and cancellations: we cannot guarantee changes or cancellations of orders even if requested within the timeframe specified above.
- Delivery times: We cannot guarantee morning or afternoon delivery even if you have been given the option to choose a time slot during the checkout process.
- In some cases, and provided that a warning message appears during the checkout process, we cannot guarantee delivery of your order on your chosen date and delivery will take place on the first available date.