These Terms and Conditions apply to all purchases, orders, deliveries, collections, quotes, wedding bookings, function bookings, event decor services, floral arrangements, hampers, gifts, add-ons, and any other goods or services supplied by Flowers from Heaven.
By placing an order, accepting a quotation, paying a deposit, making payment, confirming a booking, or using this website, you agree to these Terms and Conditions.
1. Business Information
Business Name: Flowers from Heaven
Website: ffh.co.za
Location: Cape Town, South Africa
Email: info@ffh.co.za
Telephone / WhatsApp: 061 434 9355
2. Definitions
In these Terms and Conditions, "Flowers from Heaven", "we", "us", or "our" means Flowers from Heaven. "Customer", "you", or "your" means the person, company, organisation, event organiser, bride, groom, family member, representative, or recipient placing or receiving an order.
"Products" means flowers, floral arrangements, bouquets, wreaths, sympathy flowers, funeral flowers, gifts, hampers, chocolates, balloons, cards, vases, add-ons, and any other items sold by Flowers from Heaven.
"Function" or "Event" means any wedding, birthday, funeral, memorial, corporate function, private event, celebration, venue setup, decor setup, floral installation, or similar booking.
"Perishable goods" means fresh flowers, foliage, fresh plant material, food items, chocolates, beverages, and any product that may expire, deteriorate, wilt, or lose quality over time.
"Special-order goods" means goods ordered, sourced, customised, designed, prepared, or arranged specifically for a customer, recipient, function, colour theme, design brief, venue, or date.
3. Products and Natural Variation
Flowers are natural products. Colours, shapes, sizes, shades, availability, openness of blooms, and lifespan may vary depending on season, weather, supplier availability, and market conditions.
Product photographs on our website or social media are examples of style, colour, size, and design. We always try to create arrangements as close as reasonably possible to the product image or brief, but exact duplication is not guaranteed.
Flowers may arrive in bud, semi-open, or open form depending on the type of flower and what is best for the arrangement's lifespan.
4. Substitutions
Because flowers and certain gift items are seasonal and subject to availability, Flowers from Heaven may substitute flowers, colours, foliage, containers, wrapping, add-ons, or packaging where necessary.
Any substitution will be made with items of similar style, value, and overall appearance where reasonably possible.
We reserve the right to substitute without prior notice where time, stock availability, delivery deadlines, or supplier limitations make prior confirmation impractical.
5. Prices
All prices are shown in South African Rand, ZAR, unless stated otherwise.
Prices may change without notice due to supplier price changes, seasonal demand, import costs, flower market fluctuations, delivery costs, or availability.
A quotation is only valid for the period stated on the quotation. If no validity period is stated, the quotation is valid for 7 calendar days.
Prices may exclude delivery, setup, breakdown, after-hours delivery, venue access fees, parking fees, toll fees, special containers, hired items, or additional decor unless specifically included in the quotation.
6. Payment for Online and Standard Orders
Full payment is required before we process, prepare, release, deliver, or allow collection of any standard flower order, gift order, hamper order, or add-on order.
An order is only confirmed once payment has cleared or proof of payment has been accepted by Flowers from Heaven.
We reserve the right to delay or cancel an order where payment is not received, payment cannot be verified, or fraud is suspected.
7. Payment Methods
We may accept payment by EFT, card payment, online payment gateway, cash, or any other method made available by Flowers from Heaven.
EFT payments must reflect in our account or be supported by acceptable proof of payment before the order is processed.
Bank charges, reversal fees, payment gateway fees, and failed payment fees may be for the customer's account where applicable.
8. Order Cut-Off Times
Same-day delivery is subject to stock availability, driver availability, payment confirmation, and the delivery area.
Orders placed late in the day may be delivered the next business day or on the next available delivery date.
Peak periods such as Valentine's Day, Mother's Day, Christmas, Easter, Women's Day, Secretary's Day, wedding season, and major holidays may require earlier ordering.
Flowers from Heaven may close order slots once capacity is reached.
9. Delivery Areas
We deliver in Cape Town and selected surrounding areas, subject to availability and delivery fees.
Delivery outside our normal area may be refused or may attract additional charges.
Delivery fees are calculated according to location, distance, timing, access requirements, and delivery complexity.
10. Delivery Times
We will make reasonable efforts to deliver on the requested date and within the requested time window, but exact delivery times are not guaranteed unless expressly agreed in writing.
Delivery may be affected by traffic, weather, accidents, road closures, security access, recipient availability, incorrect information, building rules, venue restrictions, courier delays, or other circumstances outside our control.
For funerals, weddings, corporate functions, and timed events, the customer must provide the correct venue, date, time, contact person, and access details well in advance.
11. Incorrect Delivery Information
The customer is responsible for providing accurate and complete delivery information, including recipient name, full delivery address, contact number, delivery date, preferred delivery time, special instructions, gate codes, access codes, estate names, building names, floor numbers, reception details, or venue details where applicable.
Flowers from Heaven is not responsible for failed, delayed, or incorrect delivery caused by incomplete, incorrect, or outdated information supplied by the customer.
Additional delivery charges may apply for redelivery, address changes, waiting time, or rerouting.
12. Recipient Not Available
If the recipient is not available at the delivery address, we may, at our discretion, leave the order with reception, security, a neighbour, colleague, family member, venue representative, or another responsible person; attempt to contact the customer or recipient; reschedule delivery at an additional cost; or return the order to our premises for collection or redelivery.
Once an order is left with a responsible person at the delivery address, the order will be deemed delivered.
Flowers from Heaven is not responsible for loss, theft, damage, wilting, heat exposure, or mishandling after delivery has been completed.
13. Collection Orders
Orders for collection must be collected on the agreed date and time.
Flowers from Heaven is not responsible for deterioration, wilting, or reduced freshness where an order is collected late.
If an order is not collected, no refund will be due for perishable or custom-made products.
14. Care of Flowers After Delivery or Collection
Fresh flowers require proper care. The customer or recipient must keep flowers away from heat, direct sunlight, wind, air conditioners, heaters, draughts, and fruit. Water must be checked and replaced regularly where applicable.
Flowers from Heaven is not responsible for reduced flower lifespan caused by poor care, extreme heat, incorrect handling, lack of water, unsuitable placement, or environmental conditions after delivery or collection.
15. Complaints and Quality Issues
If you are unhappy with an order, you must notify Flowers from Heaven within 24 hours of delivery or collection.
To investigate a complaint, we may require clear photographs of the full arrangement, close-up photographs of the issue, the order number, delivery date, recipient name, and a description of the problem.
Because flowers are perishable, complaints made after 24 hours may be difficult to verify and may not qualify for refund, replacement, or credit.
Where Flowers from Heaven confirms that an order was materially incorrect, defective, damaged before delivery, or not reasonably in line with the confirmed order, we may offer a replacement, partial refund, full refund, store credit, or another fair remedy, depending on the circumstances.
16. Returns and Refunds for Flower Orders
Fresh flowers, custom arrangements, personalised gifts, special-order goods, hampers, and perishable items cannot usually be returned simply because the customer changed their mind.
Refunds will not be given for change of mind, incorrect details supplied by the customer, recipient refusing delivery, recipient not being available, late collection, natural variation in flowers, minor colour or flower substitutions, poor care after delivery, damage after successful delivery, or perishable items that have already been prepared, delivered, or collected.
This does not limit any rights you may have under South African consumer law.
17. Cards and Message Wording
Customers are responsible for checking spelling, wording, names, dates, and messages before submitting an order.
Flowers from Heaven is not responsible for incorrect card messages, spelling errors, or wording supplied by the customer.
We reserve the right to refuse messages that are abusive, threatening, discriminatory, unlawful, or inappropriate.
18. Alcohol, Food, Chocolates, and Gift Add-Ons
Where hampers, chocolates, beverages, food items, or alcohol-related gifts are supplied, availability may vary.
Alcohol will only be supplied where lawful and may be subject to age restrictions, licensing restrictions, stock availability, and delivery restrictions.
Flowers from Heaven is not responsible for allergies, dietary restrictions, religious restrictions, or ingredient concerns unless these were clearly disclosed in writing before the order was confirmed and accepted by us.
19. Function, Wedding, Birthday, Funeral, Corporate and Event Bookings
This section applies to all functions and events, including weddings, birthdays, funerals, memorials, corporate functions, private parties, venue decor, flower installations, and large custom orders.
19.1 Function Quotations
A function quotation is based on the customer's brief, date, venue, flower choices, colour scheme, guest numbers, design requirements, delivery requirements, setup requirements, and information available at the time.
Any change to the brief may result in a revised quotation.
Flowers, containers, structures, hired items, candles, vases, stands, arches, plinths, ribbons, and decor items are only included if specifically listed in the quotation.
19.2 Function Deposit
A 30% deposit is required to confirm a function booking.
The booking is not secured until the deposit has been received and accepted by Flowers from Heaven.
The deposit forms part of the total quoted amount.
Payment of the deposit confirms that the customer accepts the quotation, these Terms and Conditions, and the function cancellation policy.
19.3 Final Payment for Functions
Full payment is required no later than 14 calendar days before the function date.
If full payment is not received 14 calendar days before the function, Flowers from Heaven may suspend planning, ordering, preparation, delivery, setup, or performance of the function services.
Flowers from Heaven is not required to deliver, set up, or perform any function service unless full payment has been received.
Late payment may result in changes to flower availability, supplier pricing, or the final design.
19.4 Function Changes
Any requested changes to the function order must be made in writing.
Changes may include flower type, colours, quantities, venue, date, time, guest numbers, delivery requirements, setup requirements, or design style.
Flowers from Heaven will try to accommodate changes where possible, but changes are subject to availability, supplier deadlines, staff availability, and additional costs.
Changes requested within 30 days of the function date may not be possible or may attract additional charges.
19.5 Function Cancellation Policy
Function bookings require planning, design time, supplier allocation, staff allocation, flower sourcing, date reservation, and possible refusal of other bookings for the same date.
| Cancellation Notice Before Function Date | Refund |
|---|---|
| More than 6 calendar months before the function | 100% refund of payments received |
| More than 2 calendar months and up to 6 calendar months before the function | 50% refund of payments received |
| More than 1 calendar month and up to 2 calendar months before the function | 25% refund of payments received |
| 1 calendar month or less before the function | No refund |
The cancellation fee is intended to be a reasonable cancellation charge, taking into account the nature of event floristry, perishable goods, planning time, supplier commitments, loss of the booked date, and the reduced ability to replace the booking at short notice.
Where special flowers, imported flowers, custom goods, hired items, special materials, or third-party services have already been ordered, booked, purchased, prepared, or paid for, Flowers from Heaven may deduct these actual costs from any refund where lawful and reasonable.
No cancellation fee will be charged where South African law prohibits a cancellation fee, including where the cancellation is due to the death or hospitalisation of the person for whom, or for whose benefit, the booking was made, provided that reasonable proof is supplied.
19.6 Postponement of Functions
A postponement is treated as a change of date and is subject to availability.
If the new date is available, Flowers from Heaven may transfer the booking to the new date. Additional costs may apply if supplier prices increase, flower prices increase, the design changes, the venue changes, or additional planning is required.
If the new date is not available, the postponement may be treated as a cancellation and the cancellation policy may apply.
Postponements requested within 30 days of the function may attract additional charges, especially where flowers, stock, staff, transport, hired items, or third-party services have already been arranged.
19.7 Venue Access, Setup and Breakdown
The customer must ensure that Flowers from Heaven has safe, reasonable, and timely access to the venue for delivery, setup, installation, and breakdown.
The customer is responsible for arranging venue access times, a contact person at the venue, loading zones, parking, security access, lift or stair access, table placement, permission for installations, electrical access where required, water access where required, protection from wind, rain, heat, and direct sunlight, and any venue rules affecting flowers, candles, arches, hanging items, confetti, installations, or decor.
Additional charges may apply for waiting time, difficult access, after-hours work, venue delays, parking fees, extra labour, or return trips.
19.8 Hired Items and Equipment
Any hired items supplied by Flowers from Heaven remain the property of Flowers from Heaven or the relevant third-party supplier.
Hired items must be returned in the same condition as supplied, except for fair wear and tear.
The customer is responsible for loss, theft, breakage, damage, burns, wax damage, water damage, stains, missing items, or venue-related damage to hired items from the time of setup until collection.
Replacement or repair costs may be charged to the customer.
19.9 Outdoor Functions
For outdoor events, the customer accepts the risks of weather, wind, rain, heat, direct sunlight, insects, dust, uneven surfaces, and other outdoor conditions.
Flowers from Heaven is not responsible for damage, wilting, falling arrangements, movement, or deterioration caused by outdoor conditions after setup.
The customer must provide suitable shade, shelter, wind protection, and stable surfaces where required.
19.10 Funerals and Memorial Services
Funeral and memorial orders are time-sensitive.
The customer must provide correct details for the funeral home, church, cemetery, crematorium, venue, service time, deceased's name, family contact, and delivery instructions.
Flowers from Heaven is not responsible for delays or failed delivery caused by incorrect or incomplete funeral information supplied by the customer.
20. Customer Responsibilities
The customer is responsible for providing accurate order details, checking quotations before payment, paying on time, providing correct delivery and venue information, confirming recipient availability where necessary, obtaining venue permission for installations, informing us of allergies, restrictions, or special requirements, caring for flowers after delivery or collection, inspecting goods promptly on delivery or collection, and reporting issues within 24 hours.
21. Force Majeure
Flowers from Heaven will not be liable for delay, non-performance, loss, damage, or failure caused by events outside our reasonable control, including extreme weather, fire, flood, storm, drought, natural disaster, road closures, traffic accidents, strikes, protests, civil unrest, power failures or load shedding, supplier failure or flower market shortages, import delays, illness, emergency, staff shortage, vehicle breakdown, venue restrictions, government restrictions, acts of God, or any other event beyond our reasonable control.
Where possible, Flowers from Heaven will try to offer a reasonable alternative, substitute product, revised delivery time, credit, or refund depending on the circumstances.
22. Limitation of Liability
Flowers from Heaven will not be liable for indirect loss, consequential loss, emotional distress, loss of enjoyment, loss of profit, loss of business, reputational loss, or any claim exceeding the amount paid for the relevant order or service.
Nothing in these Terms and Conditions limits liability where it would be unlawful to do so, including liability for gross negligence, intentional misconduct, or rights that cannot be excluded under South African law.
23. Website Information
We try to keep website information accurate and up to date, but errors may occur.
Product descriptions, prices, availability, images, delivery options, and promotions may be corrected or changed without notice.
If an obvious pricing error occurs, Flowers from Heaven may cancel the order and refund the customer.
24. Promotions and Discounts
Promotions, discount codes, vouchers, and special offers are subject to availability and may be withdrawn at any time.
Discounts may not be combined unless we agree in writing.
Discounts do not apply to delivery fees, function bookings, wedding bookings, special orders, or already discounted products unless specifically stated.
25. Gift Vouchers and Store Credit
Gift vouchers and store credits are valid for the period stated on the voucher or credit note.
Vouchers and credits are not exchangeable for cash.
Lost, stolen, expired, or already-used vouchers will not be replaced.
26. Intellectual Property
All website content, product images, floral designs, photographs, logos, text, branding, and marketing material remain the property of Flowers from Heaven or the relevant rights holder.
Customers may not copy, reproduce, publish, use, or distribute our content without written permission.
27. Event Photography and Marketing
Flowers from Heaven may photograph completed flower arrangements, decor, venue setups, and event work for portfolio, website, and social media purposes.
We will not intentionally publish private personal information without permission.
If you do not want your function flowers or decor photographed or used for marketing, you must tell us in writing before the function date.
28. Personal Information and Privacy
Flowers from Heaven collects and uses personal information only as reasonably necessary to process orders, deliver products, communicate with customers, manage bookings, process payments, prevent fraud, and comply with legal obligations.
Personal information may include names, telephone numbers, email addresses, delivery addresses, recipient details, card messages, order details, and payment-related information.
We will take reasonable steps to protect personal information and will not sell customer information to third parties.
Personal information may be shared with delivery drivers, couriers, payment providers, suppliers, venues, or service providers where necessary to fulfil an order or booking.
29. Third-Party Suppliers
Some products or services may involve third-party suppliers, couriers, payment processors, venues, wholesalers, hire companies, or subcontractors.
Flowers from Heaven is not responsible for delays or failures caused by third parties where those delays or failures are outside our reasonable control, but we will make reasonable efforts to assist the customer.
30. Refusal of Service
Flowers from Heaven may refuse, cancel, or decline any order or booking where payment is not received, fraud is suspected, the order is abusive, unlawful, or inappropriate, the delivery area is unsafe or inaccessible, stock is unavailable, the requested date or time is unavailable, the customer has provided false or incomplete information, or the customer behaves abusively toward staff, drivers, suppliers, or representatives.
Where an order is cancelled by Flowers from Heaven without customer fault, a refund will be provided for amounts paid.
31. Changes to These Terms
Flowers from Heaven may update these Terms and Conditions from time to time.
The version applicable to your order or booking is the version in force at the time the order or booking is confirmed, unless a change is required by law.
32. Governing Law
These Terms and Conditions are governed by the laws of the Republic of South Africa.
Any dispute will be handled in South Africa, and the courts or consumer bodies with proper jurisdiction may be approached where necessary.
33. Contact Details
Flowers from Heaven
Cape Town, South Africa
Website: ffh.co.za
Email: info@ffh.co.za
Telephone / WhatsApp: 061 434 9355
Address: 17 Nomad Road, Cape Town, 7441