Terms of service

By placing an order through our Website, GrabMart, Meta, or any of our official social platforms, you confirm that you have read, understood, and agreed to the following Terms and Conditions:

 

IMPORTANT NOTICE

Please be advised that website orders are fulfilled by our Makati branch.

Our branches in Quezon City and Dasmariñas City, Cavite handle GrabMart, walk-in, and pick-up orders only.

For inquiries or assistance, customers may contact the branches directly via phone or chat.


ORDER PROCESSING

  • Orders will be processed only after payment has been confirmed.
  • For faster payment confirmation, please send a proof of payment via email or any of our social media pages (Facebook, Instagram, and Google Business Page).
  • For same-day deliveries, please place your order before the cut-off time (5:00pm) or contact us to check if there are still available slots beyond the cut-off time. Otherwise, your item will be delivered on the following day.
  • To process your order smoothly, please select the correct shipping rate. If the chosen rate doesn’t match your actual shipping address, your order will be placed on hold until any outstanding balance is paid.
  • For customers who are requesting to be anonymous, kindly write this on your special instructions or email us at citiflora01@gmail.com and write your Order ID as the subject of the email and then state your request in the body. 
  • Orders that consist only of add-ons (e.g. balloon, chocolate, bear) will be cancelled. Orders must have at least one flower arrangement.
  • We ask for your patience and consideration, especially during special occasions, as we regularly receive a high volume of calls and messages.


CANCELLATION POLICY

Customer’s Cancellation

  • For same-day deliveries or orders placed 1 day in advance, orders may not be cancelled once the flowers are arranged.
  • For orders placed in advance, you may cancel only at least 2 days before the delivery date.
  • After cancellation, please expect the full refund within 7-14 working days, excluding transaction fees charged by payment gateways.


Citiflora’s Cancellation

  • Citiflora reserves the right to decline, postpone, or change (with prior notice to the customer) orders in unsafe areas, especially at night. The customer shall be notified to change the delivery time or location.


REFUND POLICY

  • Please note that the first petals of the flowers are guard petals. At times, they may look charred or discolored. They can easily be removed to reveal the fresh blooms underneath. In this case, your complaint will not be considered for refund or exchange.
  • To be eligible for refund in case of delivery or product issues due to our fault, the customer should communicate the complaint to us within 24 hours from receipt of order, and the items should be in the same condition as they were when delivered. Refund is also subject to our review and investigation. Please observe our policy below on Customer Complaints.
  • Kindly note that transaction fees charged by Payment Gateways (e.g. PayPal, iPay88) are non-refundable.
  • In case payment has been made and the selected products are unavailable or the delivery location is not serviceable, refund shall be made. Please expect the full refund within 7-14 working days, excluding transaction fees charged by payment gateways.
  • Please note that some banks can take up to 15-30 days, or until your next billing cycle to process your refund. We have no influence over these timescales.
  • No refund for delays or non-delivery due to inaccurate information provided by the customer. Please see our policy below on Redelivery.


PRODUCTS

Customer Message

  • The customer is responsible for whatever they will indicate in their message card or ribbon messages. So please double check your grammar or spelling, as we will strictly follow what you provide on your order details.


Prices

  • Prices are subject to change without prior notice.
  • For customers outside the Philippines, please note that the prices are in Philippine peso.


Product Availability

  • All products (including wrappers, fillers, etc.) are subject to availability.
  • Since weather conditions and regional areas affect flower supply, some types of flowers or colors in an arrangement may not always be readily available. Please see our Substitution Policy below.
  • Balloons, wines, food add-ons, tulips, and sunflowers are available for delivery only in Metro Manila areas. Please see our Substitution Policy below.


Substitution Policy

  • If a customer has already paid for an unavailable item (flowers and add-ons, excluding fillers and other materials), they will be notified and offered a substitute item of the same price.
  • If the substitute chosen by the customer is of greater price, an additional payment shall be made.
  • If we do not receive a reply from the customer regarding substitution at least 3 hours before the scheduled delivery time, the unavailable item is automatically deemed substituted with the item of our choice which is of the same value.
  • Items already received by the customer cannot be returned or exchanged, except for non-flower items that are defective. In your request, please attach a proof of purchase and several photos of the defect immediately taken upon receipt. Please see our policy below on Customer Complaints.


Color

  • Customers shall prepare a second choice for the color of flowers in case of unavailability of your first choice.
  • The color of the flowers and materials may slightly vary from those posted on our website due to photographic lighting and monitor settings.


Design

  • Floral arrangements cannot be exactly replicated as these are made by hand.
  • The type of wrapping material and container are subject to change with or without prior notice depending on availability.
  • Bouquet design and size may not appear identical to the desired item as it may be adjusted to fit inside the box.

 

Flowers, Lifespan, and Quality

  • Please note that the first petals of the flowers are guard petals. At times, they may look charred or discolored. They can easily be removed to reveal the fresh blooms underneath.
  • Lilies and some flowers may be delivered in bud form depending on available supply. This is not a quality issue, as blooms are often shipped this way to ensure freshness. With proper care and the right environment, the flowers will naturally open and bloom in time.
  • Please expect flowers to last for only 1 to 5 days, depending on weather conditions, room temperature, and proper care. Flowers that require cooler temperatures, such as roses, tulips, and lilies, may be more sensitive to heat and can have a shorter lifespan. Please also note that despite careful handling, flowers may be affected during transit due to the warm climate in the Philippines.
  • Tulips, roses, lilies, and other flowers that are already opened or fully bloomed are in a more mature stage and may have a shorter lifespan than those in the bud stage. By ordering arrangements with opened blooms, customers acknowledge and accept the possibility of a shorter (vase) life.
  • Our products are perishable, and any delays may affect the product.


Boxed Orders

  • Bouquet design and size may not appear identical to the desired item as it may be adjusted to fit inside the box.
  • Safety boxes help protect the item(s) during delivery and may be added to your order for an additional fee of ₱150. However, our team reserves the right to box the item(s) when necessary, even if the option is declined, due to heat or other factors that may affect the item(s) during delivery. This is especially important during peak seasons such as Valentine’s Day and Mother’s Day.


Standing Bouquets ("SB" coded products)

  • This product arrives as a standing bouquet, designed with shorter stems and secured in sturdy floral foam within a bouquet molder. It is instantly displayable and carefully crafted to withstand handling and transport, ensuring stability, freshness, and overall quality upon delivery or pick-up. With simple, regular watering, the arrangement stays vibrant and fresh, making it a hassle-free gift that arrives in perfect condition and remains beautifully presentable.

 

DELIVERY/SHIPPING

In-house Rider & Other Logistics Provider

At Citiflora, we offer flexible delivery options to make your experience as seamless and convenient as possible. You may choose between:

  • Our in-house courier service
  • Store pickup

Choosing Citiflora’s in-house courier service comes with several advantages:

Reliable and timely delivery handled by our professional team

  • Careful, personalized handling to ensure your order arrives in pristine condition
  • Fixed-rate pricing with no hidden fees
  • Priority customer support for delivery-related concerns

 

IMPORTANT NOTICE:
Citiflora reserves the right to use a third-party courier, particularly during peak seasons or special occasions, despite Citiflora’s fixed delivery rate. In this event, a tracking link will be provided so you can monitor your order every step of the way.

 

Book Your Own Rider

Customers may book their own third-party courier for deliveries. To ensure a smooth process, kindly share the tracking link with us once booked.

  • Liability Disclaimer: Citiflora will not be held liable for any damages, delays, or mishandling that may occur once the order has been handed over to the third-party courier.
  • Link Sharing Requirement: Customers must share the courier booking link with Citiflora to ensure proper coordination for pickup.
  • Advance Orders Only: Third-party courier arrangements are available for advance orders placed at least 24 hours before the desired delivery time.
  • Pickup Coordination: Customers must inform Citiflora of the scheduled pickup time, and couriers should arrive within the agreed time frame to avoid any order cancellations.
  • Proper Handling Notice: Citiflora will carefully prepare and secure all floral arrangements, but customers are responsible for instructing the courier to handle the flowers with care.
  • No Refund for Courier Issues: Please choose a reliable courier for your order. Citiflora will not issue refunds or replacements if the third-party courier fails to deliver or mishandles the order.

 

Same-Day Delivery

  • For same-day deliveries in Metro Manila, please place your order before the cut-off time (5:00pm) or contact us to check if there are still available slots beyond the cut-off time. Otherwise, your item will be delivered on the following day.
  • Same day shipping in provincial areas is subject to approval, please contact our team so we can make considerations. Kindly check our provincial delivery rates below before placing an order. 
  • An additional fee may apply for rush orders.
  • For provincial areas, please place your order before the cut-off time (2:00pm) or contact us to check if there are still available slots beyond the cut-off time. Otherwise, your item will be delivered on the following day.

 

Provincial Delivery

  • The minimum amount for all arrangement is P5,000.
  • The shipping rate may vary depending on the location. Expect delivery to arrive within 24-72 hours.
  • For some areas where there are no affiliates available, here are some options:
  • Instead of sending a basket or standing arrangement for a funeral, you can send a bouquet of white flowers.
  • If you really prefer sending a stand arrangement, we could opt for it to be transported from Metro Manila provided that the price is P12,000 or higher and will depend on the location. However, the design of the arrangement will be at our discretion as some flowers may not be available in certain parts of the province.
  • As for door-to-door service, this may not be available in some provincial areas. In this case, we will notify the sender through call or email before we process and ship the item. Once the item is shipped, we will contact the recipient and inform them of the pickup details. Areas not available for door-to-door delivery are not exempted from the shipping fee for Luzon (areas outside Metro Manila), Visayas and Mindanao areas.


Time of Delivery

  • We cannot guarantee that orders will arrive at an exact time due to the congested and unpredictable nature of traffic.
  • Expect deliveries outside Metro Manila areas to arrive at least 2 working days after payment has been confirmed.


Delivery Details

  • The customer (sender) is responsible for the delivery information, so please provide accurate delivery details, such as complete name, address with landmarks, and telephone numbers.
  • Citiflora reserves the right to contact the recipient before delivery to confirm their availability at the given address. While we do our best to honor surprise requests, these cannot be guaranteed.
  • If the recipient is unavailable at the time of delivery, we will promptly contact you to confirm whether the flowers may be received by an authorized representative or scheduled for redelivery.
  • Please note that, due to the high volume of deliveries during this busy period, our rider can wait for up to 15 minutes only. If we are unable to receive a response within this time, the flowers will be returned to our store, and redelivery charges may apply.
  • No refund for delays or non-delivery due to inaccurate information provided by the customer.
  • If the address is found to be incomplete or incorrect when the item is already out for delivery, the item will be returned to our shop and the delivery status will be considered successful. In this case, the customer may choose to schedule for redelivery for an additional fee. Please see our policy below on Redelivery.
  • Change of address when the item is already out for delivery is subject to consideration. In case allowed by our team, an additional fee will be charged depending on the new delivery location.
  • Requests to change the delivery date may only be accommodated prior to order preparation. Once the order has been arranged, prepared, or endorsed for dispatch, changes to the scheduled delivery date may no longer be guaranteed. Rescheduling may still be considered, subject to approval; however, please note that the flowers were prepared for the original date and freshness may no longer be at its peak on the rescheduled delivery day.
  • If the item is not yet out for delivery, the customer may change the delivery address due to mistake or change of mind, subject to additional fee depending on the location of the new address. If the customer no longer wishes to proceed with your order, please see our Cancellation Policy on our Terms and Conditions.
  • For customers who are requesting to be anonymous, kindly write this on your special instructions or email us at citiflora01@gmail.com and write your Order ID as the subject of the email and then state your request in the body. 
  • If the location is in a small town, please provide the nearest city. 


Recipient

  • Please make sure that your recipient is available to receive your order.
  • Delivery is considered successful only after the items are handed to the recipient, authorized representative, or other persons mentioned below.
  • In case the recipient cannot be found in the address provided, both the sender and recipient will be notified.
  • In case the recipient and sender are unavailable or cannot be contacted, the items will be handed to the housemate or representative.
  • If the recipient is in a company or office and the recipient is not available, the item will be handed to the receptionist, security guard, or officemate.
  • For deliveries in hospitals, please take note that hospitals usually do not allow delivery personnel to enter wards or individual rooms. If no representative comes out to receive the order, the order will be considered unsuccessful. Please see our policy below on Unsuccessful Delivery and Redelivery.
  • If the sender, recipient, and any person mentioned above are unavailable or cannot be contacted within 15 minutes from arrival, the item will be returned to our shop and the order status will remain pending. The customer may choose to schedule for redelivery for an additional fee or have the item picked up at our shop. Please see our Redelivery Policy below.
  • If the recipient refuses to receive the item, the sender will be notified and the order status will be considered complete. The sender may choose to have the item redelivered for an additional fee. Please see Redelivery Policy below.


Successful Delivery

  • Delivery is considered successful only when:
    • the items are handed to the recipient, authorized representative, or other persons mentioned below, or
    • the address is found to be incomplete or incorrect when the item is already out for delivery. (Please see our policy below on Redelivery.)
  • Once the items are successfully delivered, Citiflora is no longer liable for any loss or damages that will occur after the delivery or for the negligence of the recipient, representative, or any of the persons mentioned above.


Redelivery Policy

  • No refund for delays or non-delivery due to inaccurate information provided by the customer.
  • In case of non-delivery not due to Citiflora’s fault (e.g. incorrect delivery details provided by the customer), the customer may choose to schedule a redelivery for an additional fee or have the item picked up at our shop.
  • In case of redelivery, we will deliver exactly the same item that was returned to the shop. Thus, we cannot guarantee that the item will be as fresh as they were on the first delivery.
  • If you wish to change the item (e.g. flowers or food) to new and fresh ones, you must pay again to place for a new order.
  • Citiflora is not liable for delay or non-delivery due to acts of God, natural disasters, and other reasons beyond our control. The customer will be notified and your order will be delivered as soon as the conditions permit.


Cancellation Due to Location

  • Citiflora reserves the right to decline, postpone, or change (with prior notice to the customer) orders in unsafe areas, especially at night. The customer shall be notified to change the delivery time or location.


Proof of Delivery

  • Proof of delivery (e.g. photos) will be provided only when requested. But on Valentine’s Day, proof of delivery cannot be guaranteed due to the high volume of orders.


CUSTOMER COMPLAINTS

  • Complaints made beyond 24 hours from date of pickup, successful delivery, or delivery attempt will no longer be entertained.
  • In your complaint, please attach your proof of purchase and several photos of the product immediately taken upon receipt.
  • Citiflora will promptly conduct an investigation on the matter upon receipt of the complaint.
  • Please note that the first petals of the flowers are guard petals. At times, they may look charred or discolored. They can easily be removed to reveal the fresh blooms underneath. In this case, your complaint will not be considered for refund or exchange.


PRIVACY POLICY

  • By using this website, you consent to our collection and use of your information for delivery purposes.
  • By providing your information, you consent to receiving promotional messages from Citiflora, especially during special occasions.

 

SPECIAL OCCASIONS

Valentine’s Day

  • Please expect price increases during the month of Valentine's Day due to high demand and limited supply of flowers caused by cold weather.
  • No free delivery during special occasions.
  • Make sure to choose from our VALENTINE’S DAY CATEGORY when shopping online if the delivery date is within February 1-15. Otherwise, you will have to pay an additional fee.
  • For deliveries in provincial areas, we will post your orders in advance with our partner courier. Please expect the flowers to arrive between February 12-14. 
  • Cut-off for February 13-14 delivery is on February 11 or when slots are already fully booked.
  • Orders received on February 12 will be delivered on February 15 or 16. 
  • Specific delivery time cannot be requested during special occasions due to high volume of orders. As such, please expect your order to be delivered at any time of the day. Thus, your order may be delivered as early as 6:00am or as late as 11:00pm. Nevertheless, orders placed in advance will be prioritized.
  • Please note that all products are subject to availability. During the busy Valentine season, some items may be unavailable, and we might not always be able to notify you in advance. Rest assured, we’ll always select a replacement that is just as beautiful and thoughtful.


Mother’s Day

  • Orders placed on May 10 will be delivered on May 11. 
  • Specific delivery time is not applicable during special occasions.
  • No free delivery during special occasions.
  • Please expect price increases during the month of Mother's Day due to high demand and limited supply of flowers caused by cold weather.
  • Specific delivery time cannot be requested during special occasions due to high volume of orders. As such, please expect your order to be delivered at any time of the day. Thus, your order may be delivered as early as 6:00am or as late as 11:00pm. Nevertheless, orders placed in advance will be prioritized.

 

PROMOS

  • Promo is valid only during the specified promotional period.
  • One (1) promo code may be used per order unless otherwise stated.
  • Promotions cannot be combined with other discounts, vouchers, or offers.
  • Minimum purchase requirements may apply.
  • Promo codes must be applied at checkout and cannot be added after an order has been placed.
  • Promotions are non-transferable, non-refundable, and cannot be exchanged for cash.
  • Delivery fees are not included unless explicitly stated.
  • Citiflora reserves the right to substitute flowers, packaging, or complimentary items with products of equal or greater value when necessary.
  • Orders found to be fraudulent or in violation of promo mechanics may be cancelled without notice.
  • Citiflora reserves the right to modify, suspend, or terminate any promotion at any time without prior notice.