1. PROVOCATEUR ROSES – PURCHASE PROCESS CONDITIONS

All information about the products and the purchase form are written in Spanish, therefore, the contracting of the service will be carried out in this language. To make the purchase, the client must fill in all the fields of the purchase form marked with an asterisk as mandatory, which Provocateur Roses SL needs for the correct provision of its service. Buyers are responsible for the information they provide when making their purchase of flowers for Madrid. If the flower delivery address is not correct, the seller is not responsible if the order cannot be delivered. Even so, you can contact us and we will try, as far as possible, to help you.

The user consents to receive commercial information, such as discounts or promotions..

The order will only be processed once payment has been confirmed.

Upon completion of the purchase, the customer will receive an email in their inbox with the details of their order and the payment made through our website. If you decide to buy flowers by phone at our online flower shop in Madrid, you will be asked for an email address so that we can send you the information necessary to process the order. If the customer is a company, they can request an invoice indicating their tax information when making their flower purchase. Provocateur Roses SL will file the purchase document, except for the payment information, and it will be available to the customer upon request. After making the purchase, the customer may make any corrections to their order by phone, by email to [email protected] or through the customer service form, provided that it is done sufficiently in advance of delivery of the order (see cancellation policy).

If, due to their seasonal nature, some flowers or plants are not available at the time of your order, they will be replaced by others of similar importance and value, guaranteeing the style, color tone and composition of the chosen arrangement. The same rule will be followed with the containers. We always try to please our customers, if you do not find what you want on our website, do not hesitate to contact us so we can help you as much as possible.

If you have any questions you can contact us at 659 30 90 92 – 910 563 140, or through [email protected] or through our customer service form that you can find in the contact window of our website.

Our deadlines for placing your online flower order for home delivery in Madrid are as follows:

For the same day: We guarantee delivery of all our products within a maximum of two hours in Madrid capital, within the M-50 (between 9:30 and 19:00 from Monday to Saturday). To order flowers online, via phone call, WhatsApp or email for Madrid on the same day, the user must place the order between 9:00 and 18:00. The order will then be received within the next two hours and thereafter, as desired. Delivery service available between 9:30 and 20:30 pm from Monday to Saturday.

For orders outside the M-50 You will receive your order within a minimum of 24 hours. You must place your order before 13:00 on the day before delivery. Delivery will take place between 9:00 and 19:00 on the chosen delivery day.

For special schedules please consult as we will try to help each of our clients.

2. PROVOCATEUR ROSES – SHIPPING CONDITIONS

Orders are considered to be delivered within the stipulated time, either by direct delivery to the specified address or when the person is absent and delivery by courier has not been possible, by notification of the availability of the product. In this case, collection must be carried out within two days after notification, physically in the store, as it is a perishable item.

All our flower deliveries to homes in Madrid, whether bouquets, plants or floral arrangements, are prepared so that they never suffer any damage or mistreatment during their journey.

If you feel that your order has not arrived in optimal condition, please contact us as soon as possible so that we can resolve the problem as quickly as possible. Our goal is to ensure that your flower order arrives in perfect condition.

For the delivery of flowers for Valentine's Day, Mother's Day, the 3 weeks before Christmas, Virgen del Pilar, Virgen del Carmen, and other special days, Provocateur Roses reserves the right not to deliver orders at specific times or time slots. This is due to the high volume of home deliveries in Madrid on these dates throughout the delivery area.

Home delivery is included in the price of the product charged at checkout. The shipping charge for orders placed by phone, email or WhatsApp will be based on the delivery area. However, depending on the area where the order is to be delivered, the possibilities of selecting delivery time slots may vary and may have additional charges.

Flower deliveries to homes in Madrid and the Community of Madrid:

We take orders during the following hours:

• Monday to Friday from 9:00 a.m. to 20:00 p.m.
• Saturdays from 11:00 a.m. to 20:00 p.m.

Important: No shipments are made on holidays.

The prices for flower delivery services to the Community of Madrid may vary in our online store and by calling or visiting our store at Calle de Goya, 17.

Free shipping cost

Free shipping will depend on the amount of the order and the destination area:

Orders within the M30. Orders > €50

Orders in Madrid outside the M30. Orders > 90€

Orders for the rest of Spain. Orders >100€

We ship to the following Mardi locations with guaranteed time:

Deliveries with guaranteed time: Provocateur Roses guarantees delivery of orders at the requested times in our delivery areas on delivery days. If you require more specific times, please contact us or indicate the times in the comments field on the product page. Please respect the delivery time indicated above. We will do our best to try to accommodate your request as much as possible, but we cannot guarantee 100% that this will be the case.

We deliver flowers in Madrid during the following hours:

• We deliver flowers to homes in the Community of Madrid within the M-50 from Monday to Saturday during the day, between 10:00 and 20:00.

Deliveries outside the centre of Madrid (outside the M-50)

The order must be placed at least before 13:00 on the day before the delivery date. Delivery will be made during business hours, from 9:00 to 19:00. We cannot guarantee deliveries within a more specific time frame for this type of shipment.

Orders are deemed to be delivered within the stipulated time in Madrid, either by direct delivery to the specified address or when the person is absent, by notification of the availability of the product. We undertake to keep the customer informed about the status of their order and to agree on a new delivery with them at an additional cost to the customer. The following shipping costs will be borne by the customer. If the customer wishes, they may collect their order at the physical store during opening hours in the following two days after the order has not been delivered. If the address provided by the customer is not correct or the data provided is not sufficient to deliver the flowers satisfactorily, Provocateur Roses SL reserves the right to charge the reshipping costs incurred, always informing the customer before proceeding with the reshipment.

In the following cases of force majeure (war, riots, fire, strikes, accidents and lack of supplies) Provocateur Roses SL will advise of the impossibility of delivery.

If you have any questions you can contact us at 910 56 31 40, through [email protected] or through our customer service form.

3. CANCELLATION CONDITIONS

If you wish to cancel your order, you can cancel the order before the delivery time slot. To do so, you should request the cancellation by email or by calling us at 659 30 90 92 – 910 563 140. We kindly ask that you cancel by phone, especially if the flower delivery in Madrid is a few hours before.

More specifically, the full amount of the order will be refunded provided that:

• The order is cancelled 6 hours before it is shipped.
• For cancellations outside this period, Provocateur Roses SL cannot guarantee the full refund of the amount charged and reserves the right to charge the amount of the expenses generated by the cancellation, these being the cost of home delivery and the value of the flowers sent.

There are complaint forms for customers and they can be requested by sending an email to [email protected]

4. PROVOCATEUR ROSES – RETURN CONDITIONS

Provocateur Roses guarantees that all its flowers are of the quality that meets the requirements of its customers. However, if the satisfaction obtained with our services is not as expected, Provocateur Roses undertakes to study each claim and will act in the manner agreed between the customer and Provocateur Roses.

Complaints will always be treated generously by Provocateur Roses as we trust that our clients act in good faith. However, in the event of a dispute, clients must first contact Provocateur Roses to try to reach an amicable solution, as Provocateur Roses seeks the total satisfaction of its clients.

The claim for a defective product must be made within 48 hours of receiving the order, as this is a perishable product.

The buyer is entitled to a free replacement of the product or a refund of its amount, without being able to demand any other type of compensation or benefit, in the event of a visible defect in the order, and after being verified and accepted by Provocateur Roses. This verification will be carried out by Provocateur Roses, who will check the status of the repair first hand.

In the event that the order is rejected by the buyer, denying receipt, the return must be made by formal agreement between Provocateur Roses and the buyer. An agreement will be reached on the refund of the amount of the order and never before receipt of the order back at our facilities.

If no agreement is reached in the arbitration procedure between both parties, they will be subject to the jurisdiction of the consumer courts.

The customer can request complaint forms from customer service.

As this is a perishable product and the gift is usually sent to third parties, if the product has no defects, but the recipient refuses delivery because they do not wish to receive the gift from the sender, Provocateur Roses undertakes to notify the customer immediately and agree with the customer a new delivery to another address at no cost to the customer as soon as possible within the following 48 hours.

If the customer cancels the purchase due to rejection by the recipient for any reason other than the condition of the product, Provocateur Roses reserves the right to refund the amount depending on the value of the product. The cost of the return will not be refunded.

If the customer cancels their purchase once it has been delivered to the recipient for any reason other than the condition of the product, it is necessary to return the product in perfect condition within the following 24 hours. The cost of the return will not be refunded.

As this is a perishable product, the customer must communicate their desire to return it within 48 hours of receiving the product, and make the return or request its collection within 24 hours of requesting the return.

If the return is accepted, Provocateur Roses will issue the refund within the next 48 hours (Paypal payments may take longer) after it is accepted on business days.

Returns must be communicated by email to [email protected] or by phone at 659 30 90 92 – 910 563 140.

If you have any questions you can contact us at 659 30 90 92 – 910 563 140 through [email protected] or through our customer service form.

By accepting these Terms, the client agrees to receive commercial communications from Provocateur Roses via WhatsApp or email. To opt out of these communications, please contact [email protected]