Delivery Policy

This Delivery Policy applies to orders placed directly through Fellora.ae for flowers, plants, balloons, cakes, chocolates, fruit baskets, gifts, hampers, and related products. By placing an order, the customer accepts this policy together with our Refund and Return Policy and Terms and Conditions.

Fellora offers delivery to selected locations across the United Arab Emirates. Same-day service is generally available in Dubai, Sharjah, and Ajman, subject to product availability, order time, distance, traffic, and courier availability. Deliveries to Abu Dhabi, Al Ain, Ras Al Khaimah, Fujairah, Umm Al Quwain, Kalba, Dibba, Khorfakkan, Hatta, and other distant areas may require advance notice or next-day delivery.

The available service, delivery charge, remote-area fee, and estimated timing will be displayed at checkout or confirmed by Fellora before the order is accepted. Urgent or long-distance delivery may carry an additional charge.

Requested dates and time windows are treated as estimates unless Fellora expressly confirms a guaranteed delivery service in writing. We make reasonable efforts to deliver within the selected window, but exact delivery times cannot always be guaranteed because of traffic, weather, road closures, building access, security procedures, courier availability, incorrect information, or circumstances beyond our reasonable control.

During busy occasions such as Valentine's Day, Mother's Day, Eid, Christmas, New Year, graduation periods, and other peak dates, wider delivery windows may apply. Early ordering is recommended.

Same-day and express delivery are subject to availability. Selected ready arrangements may be prepared within approximately 30–40 minutes, but travel time is additional. Custom arrangements, large arrangements, personalised gifts, event products, and distant deliveries require more preparation time.

Cake orders are normally accepted between 9:00 AM and 8:00 PM UAE time and generally require at least three hours' notice. Orders received after 8:00 PM may be processed the next day. Cake availability and timing depend on the supplying bakery.

The customer must provide the recipient's correct name, reachable UAE telephone number, complete address, emirate, area, building or villa name, apartment or office number, hotel room number where applicable, and any access instructions. The customer is responsible for checking these details before confirming the order.

Fellora is not responsible for delays, failed delivery, additional charges, or product deterioration caused by incorrect, incomplete, or outdated information supplied by the customer.

For surprise deliveries, we will try to protect the surprise. However, we may need to contact the recipient to confirm location, availability, access, or acceptance. We cannot guarantee that a delivery will remain a surprise when building security, reception, a courier, or the recipient requires confirmation.

If the sender requests anonymity, Fellora will take reasonable steps not to disclose the sender's identity. Information may still be disclosed when required by law, a competent authority, payment-security procedures, or safety requirements.

Where direct access is restricted, delivery may be completed by handing the order to security, reception, concierge, building management, hotel staff, hospital staff, or another person reasonably authorised to accept it. A delivery is considered completed once accepted by the recipient or such an authorised representative.

If the recipient is unavailable or unreachable, Fellora may contact the customer, wait for a reasonable period, deliver to an authorised representative, return the order to the shop, or arrange redelivery. Redelivery is subject to courier availability and may require an additional charge.

Fresh flowers, cakes, inflated balloons, fruits, and other perishable products may deteriorate during a failed delivery or return journey. Fellora cannot guarantee their condition when delivery fails because of recipient unavailability, incorrect details, refused access, or another circumstance outside our control.

An order will be left unattended only when expressly authorised by the customer or recipient. After the order is left at the approved location, Fellora is not responsible for theft, loss, weather exposure, heat damage, mishandling, or deterioration.

Delivery may be confirmed by recipient acknowledgement, courier status, photograph, signature, telephone confirmation, message, GPS information, or confirmation from security or reception. Risk in the product passes to the customer or recipient upon completed delivery or authorised collection.

Large flower arrangements, premium displays, glass vases, cakes, and delicate gift combinations may require delivery by car. The recipient must provide safe and reasonable access. Fellora may decline stairs-only access, unsafe handling conditions, or locations where delivery could endanger people or damage the product.

Fellora is not responsible for delay or failure caused by events beyond our reasonable control, including severe weather, flooding, road closures, accidents, government restrictions, public emergencies, supplier disruption, import delays, telecommunications failure, or courier interruption. We will communicate with the customer and offer a reasonable alternative where possible.