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Terms of service

By placing an order with LalaBella Flowers via our website (www.lalabellasa.com), phone, or other official channels, you agree to the following terms and conditions:

1. Orders & Modifications

1.1 Order Placement

Orders are confirmed once payment is processed and a confirmation email is sent. Please review the order details carefully upon receipt.

1.2 Order Cancellation

  • Orders can be canceled up to 48 hours before the delivery date via any of our official communication channels. Please provide your order number and reason for cancellation.
  • Cancellations are not accepted once the order is prepared or dispatched, especially during peak seasons (e.g. Eid, Valentine's, Mother's Day) where order prep begins four days in advance.

1.3 Order Changes

Changes are possible only before dispatch and with reasonable notice. Please contact the branch you placed the order with, or use the same method (email or form) to submit your request.

2. Returns, Refunds & Complaints

2.1 Flowers

  • Any concerns must be reported within 2 hours of delivery through our official communication channels.
  • Products must remain in original packaging for evaluation.
  • No refunds or replacements will be provided without photographic evidence.
  • Flowers disposed of before reporting an issue are not eligible for refund/replacement.

2.2 Chocolate

  • Must be reported on the same day of delivery if there’s any issue.

2.3 Perfume

  • Can be exchanged within 3 days if unopened and there is a valid reason.

2.4 General Conditions

  • If a recipient refuses delivery, no refund will be issued.
  • If a product is delivered but differs due to minor errors (e.g., wrong message card), a voucher or courtesy call may be offered.
  • All claims are assessed on a case-by-case basis and remedies are at our discretion.

3. Delivery Policy

3.1 Delivery Time Slots

We offer three time slots:

  • Morning: 10:00 AM – 2:00 PM
  • Afternoon: 3:00 PM – 6:00 PM
  • Evening: 7:00 PM – 10:00 PM

Preferred slots are selected by the customer, but exact timing cannot be guaranteed due to traffic or third-party logistics.

3.2 Delivery Cut-Off Times

  • Orders placed before 6:00 PM are eligible for next-day morning or same-day evening delivery.
  • Orders placed after 6:00 PM will be scheduled for the next working day.

3.3 Address Accuracy

Orders are delivered based on the address provided. Customers must ensure complete details including flat/unit number, building, area, and accurate contact number. We are not responsible for delivery failures due to incorrect or incomplete information. Additional delivery attempts may incur extra charges.

3.4 Delivery Confirmation

A signed receipt from the recipient, building reception, hospital, or concierge confirms successful delivery.

3.5 Special Locations

For hospital deliveries, please confirm in advance if the facility accepts flowers. We are not responsible for rejected deliveries at such locations.

4. Substitutions & Availability

  • Flowers and vases are subject to seasonal availability. Substitutions of equal or higher value may be made when necessary.
  • Cakes are handmade and vegetarian-friendly. Designs may vary but will be suitable for the occasion.
  • In case of incorrect bouquet size, a voucher covering the value difference may be issued.

5. Satisfaction & Customer Support

We take great pride in our products and service. If you are not fully satisfied, please contact us within 2 hours of delivery.

5.1 Reporting Issues

  • Kindly share photos within 2 hours if your bouquet arrives in poor condition.
  • Customer service is available daily from 8:00 AM – 10:00 PM via orders@lalabellasa.com.

5.2 Limitations

Our satisfaction policy does not cover:

  • Incomplete or incorrect addresses provided by the customer.
  • Delivery refusal by recipient.
  • Delays due to multiple failed delivery attempts.
  • Products handed to third-party couriers after dispatch.

6. Vouchers

  • Vouchers hold no cash value and may be subject to change.
  • Minimum order value to redeem a voucher: BHD 10.
  • Limit: one voucher per order. Must be used online during checkout before expiry date.

7. Refund Policy

7.1 Eligibility

  • Returns/exchange requests must be made within 24 hours of receiving the order.
  • Refunds are not offered except for valid cases where LalaBella is at fault. In such cases, a replacement or credit voucher may be issued after evaluation.

7.2 Refund Processing

  • If eligible, refunds are processed within 7–14 working days, depending on your bank.
  • For updates, contact: accounts@lalabellasa.com

8. Compensation

In rare cases where we deliver the wrong item or size due to our error, we will offer a replacement or issue a voucher. All remedies are discretionary and assessed case by case.

9. Fraudulent Activity

We reserve the right to cancel and refund any order suspected of being fraudulent.

Contact Information

For any inquiries, issues, or feedback:

Email: orders@lalabellasa.com