Delivery & Return
– Delivery Policy
- DELIVERY DAYS AND TIMES
We are a garden center based in Nicosia, Cyprus. We deliver flowers and plants within the Nicosia district area and the major urban cities of Cyprus. We operate seven (7) days a week from 8.30 AM to 7PM.
1.1 FOR NICOSIA DISTRICT AREA: At Creativo we utilize our own team of highly skilled delivery drivers to handle same-day flower and plant delivery throughout the Nicosia district area.
For Nicosia district area the delivery service is available 7 days a week.
– Same-Day Delivery: We guarantee same-day delivery for all orders placed before 17:00 for Nicosia urban and rural area unless a delivery date is specified. All orders received after 17:00 are guaranteed for delivery the next day.
– Delivery Time: Normal delivery times are 09:30 -17:00 daily for orders going to a business-workplace address , 09:30 -19:00 for orders to a residences, hotels, or hospitals, and 09:30 -14:00 for orders going to schools.
During major holidays such as Valentine’s Day and Mother’s Day we operate extended hours and delivery times are 09:00 -21:00.
1.2 FOR OTHER DISTRICTS: For orders going outside of our local delivery area, we require the order to be placed at least one working day before the delivery date.
The delivery service is available for the rest of the major urban cities of Cyprus (Larnaca,Limassol,Paphos,Paralimni & Ayia Napa).
For other cities the delivery service is available 6 days a week from Monday – Saturday.
– Ordering during major floral holidays – events – namedays: Our store and delivery hours may vary for major holidays. To help ensure on-time delivery during the busy holiday season, place your order at least one day prior to the following holidays for Nicosia district and two days for other major cities.
– Valentine’s Day
– Mother’s Day
– Popular Name Days
– Father’s Day
– Christmas
– Easter
Furthermore, we are unable to guarantee any specific requests for delivery times those days and deliveries may occur late into the evening so we are unable to cancel and refund orders that may be delivered “late”.
- DELIVERY CHARGES
2.1 Nicosia Urban Area: For local deliveries regarding the Nicosia urban area, a standard local delivery fee of € 5.00 applies with exception on the Aglantzia area where the delivery cost is set at €3.
2.2 Nicosia Rural Area: For deliveries regarding the Nicosia rural area an additional surcharge may apply based on the location of the destination.
Delivery for the main rural areas around Nicosia is available directly from the website and is calculated automatically through the checkout process.
For rural destinations that the delivery cost does not apply automatically through the checkout process please contact us via phone or chat, as additional delivery arrangements may be necessary.
2.3 Other districts: For the delivery service for other cities a standard delivery fee of € 10.00 applies.
Delivery Area Delivery Fee (€)
Aglantzia – Platy 3.00
Nicosia Urban Area 5.00
Nicosia Rural Area Depends on destination
Other Cities 10.00
DELIVERY PRACTICES and eshop policies
– Recipient may be contacted: In some cases to avoid wrong delivery attempts for various reasons, the florist may contact the recipient to ensure s/he will be home to accept the delivery.
– Same-Day Delivery: We guarantee same-day delivery for all orders placed before 17:00 for Nicosia urban and rural area unless a delivery date is specified. All orders received after 17:00 are guaranteed for delivery the next day.
– Specific time delivery: We cannot guarantee a certain specific time of day for delivery. The precise time of delivery varies and depends on the schedule of our delivery personnel. You may request a specific time in the special instruction box when ordering, and we will do our best to accommodate your request.
For example, if you would like your delivery to be sent late afternoon please advice us in the ‘special delivery instructions’ field on checkout and we will send your order with the last courier run.
– Incorrect Addresses: At Creativo we strive to get every aspect of your order correct in order to provide you with a stress free purchasing experience. However, Creativo is not to be held responsible for deliveries made to incorrect addresses (wrong street numbers, street names, cities, post code etc.) submitted to us by the customer. If such a delivery is made, the customer assumes responsibility for the entire purchase.
In cases where we are provided with a delivery address that is incorrect, we must charge an additional delivery fee for re-delivery to the correct address.
– Address Changes: Any time an order is rerouted to an address, other than the original provided, an additional delivery fee will be incurred. Examples are delivery to a home address when the original address was a business address, or delivery to a home address since the patient has been discharged from the hospital.
– In Case of Absence: Depending on the delivery location, if the recipient is not available at the time of delivery, the delivery person may leave the gift in a safe place for the recipient to retrieve when they return, such as with a neighbor, or leave a message for the recipient to call to arrange for delivery or a shop pickup.
– Workplace / Hospital / Hotel / School Delivery Address Procedures: Creativo will attempt to deliver your purchases in accordance with each facility’s procedures, but cannot be held liable if these procedures prevent successful delivery. In many businesses and hospitals it may be their policy for deliveries to be left with reception or at a mailroom to be passed on to the recipient. In these cases the driver will leave as instructed and in line with the destination addresses policies. Due to being beyond our control, we are unable to accept responsibility if the gift was subsequently not passed on to the recipient by reception, the mailroom or a co-worker who accepted it on behalf of the recipient, however, if you are unsure that your gift was received, we would be happy to follow it up with the recipient for you, just get in touch.
We cannot issue a refund if unable to make a delivery due to these issues.
– Request to Leave Item at Door: The customer assumes all liability for requests to leave arrangements. We highly discourage special instructions requesting delivery to a doorstep, porch, yard or any location where the recipient cannot accept the arrangement themselves. Creativo cannot be held responsible for missing or faulty product due to this special request.
– Refused Deliveries: If a recipient refuses delivery we are not to held responsible and you will not be entitled to a refund.
– Discretion & Anonymity: If you have received a plant or some flowers from our shop, but you don’t know who they’re from and there is not a gift message, or the message doesn’t specify a name, please call us, and we’d be happy to ask the sender if we have their permission to give out further details. If the sender refuses, we will be unable to disclose the sender’s information (due to privacy laws).
– Canceling an order: Same-day orders are processed immediately, and usually cannot be changed. Due to the urgent nature of florist delivered products we are unable to cancel or change orders already in process at the florist, en route or delivered. Refunds will not be issued in these situations. To cancel or change an order that has not been processed, please contact via phone at +357 22330359.
– Products and images: Products only contain the items listed in the product description.
Vases and other items are not included unless stated in the product description and are only used for display purposes.
– Product photos: Photos of flower bouquets, arrangements, plants compositions and other product photos always represent an average size product. In any case, product photos always are a representation of the arrangements and may vary (see Substitution Policy below).
– Return Policy & Refund Policy
- RETURN POLICY
– Returns: As flowers and plants are a perishable item, returns can only be accepted on decoration items and pots in unopened and in perfect resalable condition within 7 days of the purchase.
For returns an In-store credit is available on products of the same category.
- REFUND POLICY
There are many factors beyond our control that may affect the total order process, delivery, and condition of your flowers. But if for any reason you are not satisfied with your buying experience and the quality or condition of any items received, contact us upon delivery and provide clear photographic images of all unsatisfactory products via email. At its discretion, Creativo garden center will provide flower care instruction, issue a refund, ship replacement product or issue an in-store credit based on the evaluation of each case.
Creativo may require a return of the product before any refund is issued.
All requests for refunds or re-shipments must be made upon delivery of your order, and must include photos of all product(s) for which the request is being made.
As flowers are a perishable item, refunds are eligible only under the some of the following circumstances:
– Undelivered order: If your order was never dispatched and we didn’t manage to deliver due to circumstances within our control, you are entitled to a full refund.
– Quality issues: Claims for refund are accepted on a “quality” basis only — issues of “not liking” the arrangement are not grounds for a return. All issues must be indicated to us upon delivery and we will happily replace any damaged item, which may have had its quality affected during shipping. In case of quality issues, after submitting the claim, our customer service agents will request that you send a digital picture of the delivered product. If the claim qualifies for the refund, refund will be issued within 7-10 working days and to the original method of payment.
– Late delivery: If we are unable to deliver your order on the selected date due to circumstances within our control, you are entitled to a full refund.
If, on the other hand, we are unable to make a delivery as scheduled due to circumstances outside our control (the unavailability of your recipient or a wrong address, for example), we do not issue a refund.
– Incorrect Delivery Information: Creativo is not to be held responsible for deliveries made to incorrect addresses (wrong street numbers, street names, cities, post code etc.) submitted to us by the customer. If such a delivery is made, the customer assumes responsibility for the entire purchase.
– Undeliverable Locations: We will attempt to deliver your order in accordance with each facility’s procedures, but cannot be held liable if these procedures prevent successful delivery. In many businesses and hospitals it may be their policy for deliveries to be left with reception or at a mailroom to be passed on to the recipient. In these cases the driver will leave as instructed and in line with the destination addresses policies. Due to being beyond our control, we are unable to accept responsibility if the gift was subsequently not passed on to the recipient by reception, the mailroom or a co-worker who accepted it on behalf of the recipient, however, if you are unsure that your gift was received, we would be happy to follow it up with the recipient for you, just get in touch.
Creativo cannot issue a refund if unable to make a delivery due to these issues.
– Refused Deliveries: If a recipient refuses delivery we are not to held responsible and you will not be entitled to a refund.
Creativo, cannot issue a refund if unable to make a delivery due to these issues.
Substitution policy
– Substitution Policy
In some cases, we may not have some items referenced in the product description in stock, as all flowers are not always in season. In those cases, when possible, we will ask you for permission to make a substitution. If we are unable to reach you, or there is insufficient time to do so, we will proceed with the substitution.
Creativo reserve the right to proceed with careful bloom substitutions with a similar “look” and feel of equal or greater value if necessary. We will do our utmost to make the arrangement as close to the advertised picture as possible. If you require a specific product, please call and check for its availability.
If a local florist does not have an added product, we will replace it with a similar one or add the money paid for the item to the value of the flowers and create a bigger bouquet.
– Fresh Flowers: At Creativo we are committed to delivering your important emotional sentiments on time and as fresh and beautiful as possible. Because of the nature, seasonality, and regional availability of flowers it is sometimes necessary to make substitutions of equal or greater value. We will make every effort to maintain the “look and feel” of the arrangement by considering the overall shape, size, style, and color combinations. In single-variety arrangements the variety will take precedence over color. For instance, if an order is for yellow daisies, they will substitute another color of daisies, not another yellow flower. White roses and cream roses may be substituted for each other as well as peach roses and pink roses. Roses, however, will NEVER be substituted with other flowers or floral products without requesting your confirmation first.
– Plants: For green and blooming plants, similar plants may be substituted of equal or greater value. For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another color.
For instance, Purple and pink orchids may need to be substituted for white orchids and vice versa. Containers for plants will be as close as possible.
– Pots, vases and containers: Containers for plants, cut flowers and arrangements will be substituted with lookalike items that are as close as possible with the original item on the product photo if the original is not available.
– Gift Baskets, Plant Compositions, Flower arrangements: Substitutions within a basket, composition and arrangement may be made with items of greater or equal value if necessary to guarantee freshness and timely delivery.
– Substitutions for Special Occasions: Due to the importance of delivering orders for special occasions, such as funerals, birthdays, and anniversaries, on specific days, we may make a substitution of equal or greater value to ensure timely delivery, if the flowers you requested are not available, and we are not able to contact you via the phone number(s) or email address you provided us.