At FLORIANA Flowers & Chocolate CO LLC, we take great care to prepare and deliver every order fresh, beautifully presented, and in excellent condition. Please read the following Delivery Conditions & Terms before placing your order.

1. Delivery Area

FLORIANA currently provides delivery services within Dubai, United Arab Emirates only.

We deliver across Dubai, including residential communities, villas, apartments, offices, hotels, hospitals, restaurants, malls and other approved locations, subject to accessibility and delivery restrictions.

We currently do not offer delivery outside Dubai, including Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah and Umm Al Quwain.

Delivery availability is subject to the exact address entered at checkout.

2. Delivery Days & Hours

FLORIANA offers delivery 7 days a week, subject to delivery availability.

Our standard delivery service operates within the delivery time slots displayed at checkout.

While we always make every reasonable effort to deliver within the selected time window, a specific delivery time cannot be guaranteed unless an applicable exact-time or priority delivery service has been specifically confirmed by FLORIANA.

Delivery times may be affected by:

• Traffic and road conditions

• Weather conditions

• Building or community access restrictions

• Security procedures

• Delays at reception or concierge

• Recipient availability

• Unexpected operational circumstances

• High-volume periods and major occasions

3. Same-Day Delivery

Same-day delivery is available in Dubai for eligible products and delivery locations, subject to product availability and delivery capacity.

To maximize the possibility of same-day delivery, customers are encouraged to place their orders as early as possible.

Same-day orders are subject to the cut-off time displayed on the website at the time of ordering.

Orders placed after the applicable same-day cut-off may be scheduled for the next available delivery date.

During peak occasions such as Valentine's Day, Mother's Day, Eid, Ramadan, Christmas and other high-demand periods, same-day availability and delivery time slots may be limited. We strongly recommend placing orders in advance during these periods.

4. Delivery Time Slots

Customers may select an available delivery date and time slot during checkout.

A selected time slot represents a delivery window, not an exact delivery time.

Our delivery team will make every reasonable effort to deliver within the selected window. However, delays may occasionally occur due to circumstances outside FLORIANA's reasonable control.

If a customer requires delivery at a specific time, they should contact FLORIANA before placing the order to confirm whether the requested service is available.

5. Delivery Information

Customers are responsible for providing complete and accurate delivery information, including:

• Recipient's full name

• Recipient's mobile number

• Complete delivery address

• Building or villa name/number

• Apartment, office, room or floor number, where applicable

• Community or tower name

• Any relevant access or parking instructions

• Security, reception or concierge information, where applicable

For deliveries to hotels, hospitals, offices, restaurants, malls, residential towers and gated communities, customers should provide sufficient information to enable our delivery team to locate the recipient and complete the delivery.

FLORIANA cannot be held responsible for delays or failed deliveries resulting from incomplete or incorrect information provided by the customer.

6. Recipient Availability

Customers are responsible for ensuring that the recipient or an authorized person is available to receive the order.

For surprise gifts, customers should ensure that the recipient can be reached if necessary without compromising the surprise.

If the recipient is unavailable, our delivery driver may:

• Contact the recipient using the provided telephone number;

• Contact the sender if necessary;

• Deliver the order to the building reception or concierge where permitted;

• Leave the order with an authorized person at the delivery location; or

• Arrange an alternative delivery attempt where possible.

For fresh flowers, chocolates and other perishable products, FLORIANA cannot guarantee the condition of the product if the recipient is unavailable for an extended period after delivery has been attempted.

7. Failed Delivery & Re-delivery

A delivery may be considered unsuccessful when the recipient cannot be reached, the address is incorrect or incomplete, access is denied, or delivery cannot reasonably be completed at the provided location.

If a second delivery attempt is required due to circumstances attributable to the customer or recipient, an additional delivery charge may apply.

Examples include:

• Incorrect or incomplete address

• Incorrect telephone number

• Recipient unavailable

• Recipient refusing or failing to accept the order

• Security or building access restrictions

• Recipient requesting delivery to another location

• Driver being unable to access a gated community or restricted premises

Any applicable re-delivery charge will be communicated to the customer before the additional delivery attempt.

8. Building, Hotel & Community Access

For deliveries to buildings, hotels, offices, gated communities and other restricted locations, delivery may be subject to the access rules of the property.

If security, reception, concierge or property management does not permit the driver to access the recipient's location, FLORIANA may deliver the order to the nearest permitted reception or handover point.

Where no suitable handover point is available, the order may need to be returned to FLORIANA and a re-delivery charge may apply.

9. Delivery to Hospitals

For hospital deliveries, customers must provide the recipient's:

• Full name

• Hospital name

• Building/wing, if applicable

• Floor

• Room number, where applicable

• Recipient's mobile number

Hospital policies may restrict delivery access and may require the order to be left at reception or another designated area.

FLORIANA cannot guarantee direct delivery to a patient's room where hospital regulations do not permit it.

10. Delivery to Hotels

For hotel deliveries, customers should provide:

• Hotel name

• Guest's full name

• Reservation/room number, where available

• Guest's mobile number

Depending on hotel policy, the delivery may be handed to the hotel's reception, concierge or guest services team.

11. Product Availability & Floral Substitutions

Flowers are natural, seasonal products and availability may vary.

Although we make every effort to reproduce the product shown on our website as closely as possible, the exact flower variety, shade, foliage or seasonal element may occasionally be unavailable.

In such circumstances, FLORIANA may make a suitable substitution of equal or greater value, while maintaining the overall style, colour palette, size and premium appearance of the arrangement as closely as reasonably possible.

We will make reasonable efforts to contact the customer when a significant substitution is required.

12. Product Images

Product images displayed on the FLORIANA website are intended to represent the general appearance, style and presentation of the product.

Because flowers and other natural products vary in size, shape, colour and availability, the delivered arrangement may have minor natural differences from the image displayed online.

These natural variations do not constitute a defect or failure to fulfil the order.

13. Special Instructions

Customers may provide special delivery instructions during checkout.

FLORIANA will make reasonable efforts to follow such instructions; however, instructions cannot be guaranteed where they conflict with building regulations, security requirements, road conditions, safety considerations or operational limitations.

14. Delivery Confirmation

Once the order has been delivered, FLORIANA may record the delivery as completed through our delivery system.

Where appropriate, delivery confirmation may include confirmation from the recipient, reception, concierge or another authorized person at the delivery location.

For surprise deliveries, we may contact the recipient only when reasonably necessary to complete the delivery.

15. Damaged or Incorrect Orders

We take great care to ensure that every order leaves FLORIANA in excellent condition.

If an order arrives damaged, incorrect or materially different from what was ordered, the customer must contact FLORIANA as soon as possible and preferably immediately upon delivery.

Customers may be requested to provide photographs of the delivered product and packaging so that our team can assess the issue.

Claims submitted after an unreasonable period may not be accepted due to the perishable nature of fresh flowers and certain gourmet products.

Any approved replacement, refund or store credit will be handled in accordance with FLORIANA's Cancellation, Refund & Replacement Policy.

16. Delays Beyond FLORIANA's Control

FLORIANA will make every reasonable effort to fulfil orders within the selected delivery window.

However, FLORIANA shall not be responsible for delays caused by circumstances beyond our reasonable control, including but not limited to:

• Severe weather

• Unusual traffic congestion

• Road closures

• Accidents

• Government restrictions

• Security restrictions

• Building or community access restrictions

• Public events

• Natural disasters

• Strikes or operational disruptions

• Other unforeseen circumstances

Where possible, our team will contact the customer if a significant delay is expected.

17. Peak Seasons & Special Occasions

During high-demand periods, including Valentine's Day, Mother's Day, Ramadan, Eid, Christmas and other major occasions, delivery volumes can increase significantly.

During these periods:

• Delivery slots may become unavailable earlier than usual.

• Same-day delivery may be subject to limited capacity.

• Exact delivery times cannot normally be guaranteed.

• Cut-off times may be changed.

• Delivery may take longer than usual due to traffic and delivery volumes.

Customers are strongly encouraged to place orders in advance for important occasions.

18. Delivery Charges

Applicable delivery charges, promotions and minimum order requirements will be displayed at checkout before the order is completed.

Any promotional free-delivery offer is subject to the terms and conditions of the relevant promotion and may be limited to eligible products, orders or locations.

FLORIANA reserves the right to change delivery charges and promotional delivery conditions at any time. The applicable charge shown at checkout at the time of purchase will apply to the order.

19. Changes to Delivery Details

If you need to change the delivery address, recipient information, delivery date or other delivery details after placing an order, please contact FLORIANA as soon as possible.

Changes are subject to:

• Order preparation status

• Product availability

• Delivery capacity

• Delivery location

• The requested delivery date

Once an order has been prepared or dispatched, changes may no longer be possible.

Additional charges may apply where a change requires a new delivery attempt.

20. Customer Responsibility

By placing an order with FLORIANA, the customer confirms that all information supplied for delivery is accurate and complete.

The customer is responsible for ensuring that:

• The delivery address is correct;

• The recipient can be contacted where necessary;

• The recipient or an authorized person is available to receive the order;

• Any access instructions are provided in advance;

• Any special building or community requirements are communicated to FLORIANA.

21. Acceptance of Delivery Terms

By placing an order through the FLORIANA website, the customer acknowledges and agrees to these Delivery Conditions & Terms.

These terms should be read together with FLORIANA's Terms & Conditions, Cancellation & Refund Policy, and any other applicable policies published on our website.

FLORIANA reserves the right to update these Delivery Conditions & Terms from time to time. The version published on our website at the time of placing an order will apply to that order.

FLORIANA Flowers & Chocolate CO LLC

Delivery Area: Dubai, UAE only

Delivery: 7 days a week, subject to availability

Same-Day Delivery: Available on eligible orders, subject to cut-off time 5:00 PM and capacity

Website: www.floriana.ae