Terms and Conditions

Fellora.ae is operated by Fellora Flowers Trading LLC, Dubai, United Arab Emirates. By visiting the website, creating an account, placing an order, or using our services, you confirm that you have read and accepted these Terms and Conditions, the Delivery Policy, Refund and Return Policy, and Privacy Policy.

You must be at least 18 years old or act with the permission and supervision of a parent or legal guardian. You must provide accurate, complete, and current order, contact, recipient, and payment information.

All products are subject to availability. Fresh flowers and plants are natural and seasonal; colour, shade, size, shape, bloom stage, and appearance may vary from photographs. Product images are illustrative. Vases, wrapping, ribbons, accessories, props, and decorative elements are included only when stated in the description.

If a flower, foliage, wrapping material, vase, chocolate, balloon, cake, or other component is unavailable because of seasonality, import delay, supplier shortage, or quality concerns, Fellora may use a substitute of similar style, colour, quality, and equal or greater value while preserving the overall design as closely as reasonably possible.

For a significant change, we will attempt to contact the customer. If the customer cannot be reached and delivery is time-sensitive, we may make a reasonable substitution to avoid delay.

An automated confirmation only acknowledges receipt of an order. Final acceptance occurs when payment is approved and Fellora confirms that the order can be prepared and delivered. Fellora may refuse or cancel an order because of unavailability, an obvious pricing or description error, failed payment, incomplete delivery information, suspected fraud, unlawful or abusive content, safety concerns, or circumstances beyond our reasonable control.

If Fellora cancels a paid order, the amount paid for the cancelled item or order will be refunded through the original payment method.

Prices are shown in UAE dirhams. Applicable VAT is included or clearly displayed as required. Delivery charges, urgent-service fees, remote-area charges, and other applicable costs will be shown or communicated before confirmation. Customers authorise Fellora and its payment providers to process the selected payment method.

Promotions and discount codes apply only during the stated period and under the stated conditions. They cannot normally be exchanged for cash or combined unless expressly allowed. Fellora may correct or withdraw a promotion issued or displayed in error, subject to applicable law.

The customer is responsible for checking names, dates, numbers, messages, images, and other personalised details before submission. Fellora may refuse unlawful, threatening, abusive, discriminatory, defamatory, obscene, or otherwise inappropriate content. We are not responsible for errors in customer-supplied or customer-approved information.

Cakes, chocolates, confectionery, and other foods may contain or come into contact with nuts, dairy, gluten, eggs, soy, or other allergens. Customers must disclose allergies before ordering. Unless Fellora expressly confirms otherwise in writing, we cannot guarantee an allergen-free product or environment.

Collection orders must be collected within the agreed period. Risk passes to the customer upon collection. Fellora is not responsible for damage caused by unsuitable transport, heat, delay after collection, or improper handling.

Fellora's name, logo, photographs, product designs, descriptions, graphics, videos, website layout, and other content are owned by or licensed to Fellora and protected by applicable intellectual-property laws. They may not be copied, reproduced, published, modified, sold, or commercially used without prior written permission.

Users must not use the website unlawfully or fraudulently, attempt unauthorised access, introduce malicious code, interfere with security or operation, scrape content for commercial use, or submit false, misleading, abusive, or harmful material. Fellora may restrict access where these terms are violated.

The website may use payment providers, delivery companies, maps, analytics, social-media platforms, or other third-party services. Those services may be governed by their own terms and privacy policies. Fellora is not responsible for independent third-party services except to the extent required by law.

To the fullest extent permitted by UAE law, Fellora is not liable for indirect, incidental, special, or consequential loss arising from use of the website or products. Where Fellora is legally responsible for an order-related claim, liability will generally be limited to the amount paid for the affected product or service, except where a different remedy is required by law. Nothing excludes liability that cannot legally be excluded.

To the extent permitted by law, a user is responsible for loss reasonably caused by their unlawful use of the website, infringement of another person's rights, fraudulent conduct, or material breach of these terms.

Fellora is not responsible for delay or failure caused by events beyond our reasonable control. We will take reasonable steps to communicate with affected customers and offer an alternative where possible.

Fellora may update these policies to reflect changes in services, practices, or legal requirements. Updated wording will be published on Fellora.ae with a revised date. The terms normally applicable to an order are those published when the order is placed.

If any provision is found invalid or unenforceable, the remaining provisions remain effective. A delay in enforcing a right does not waive that right.

These terms are governed by the laws of the United Arab Emirates and the applicable laws of the Emirate of Dubai. The parties should first attempt to resolve complaints directly and amicably. Unresolved disputes are subject to the competent courts of Dubai unless mandatory consumer law provides otherwise.