Legal notice

1. Acceptance of the terms

Welcome to Cloris Florist. By accessing and using this website you agree to comply with the following terms and conditions of use. If you do not agree, please do not use our website or services.

These terms govern the use of the website and the purchases made on it. If we change them, the changes only apply to later orders (section 14).

2. Definitions

For the purposes of these terms, the following definitions apply:

• “User” or “Customer”: any person who accesses or uses the website and/or services.
• “Website”: the online platform operated by Cloris Florist where products and services are offered.
• “Services”: sale of floral arrangements, plants, gifts and any related products offered on our website.
• “Order”: a purchase request placed by the user through the website.
• “Product”: any flower, arrangement, plant or item offered for sale on our website.

3. Products and services

We strive to offer high-quality products. However, because flowers and plants are natural, slight variations in colour, size and availability may occur.

3.1 Product availability

All products are subject to availability. We may limit quantities. If an item is unavailable after you place an order, we will contact you to offer an alternative or a full refund.

3.2 Product descriptions

We aim for accurate descriptions and images. Images are illustrative and the delivered product may differ slightly due to season, supply and freshness.

3.3 Substitutions

If a specific flower is unavailable, we may substitute it with another of equal or greater value and quality while preserving the overall style of the arrangement.

4. Orders and payment

4.1 How an order works

The order you send from the website is a request: nothing is charged when you send it. When we receive it, we message you on WhatsApp or call you to confirm availability, the delivery date and time slot, and the final total price. For this we need your name, a phone number and an email address and, for deliveries, the name and address of the person receiving it. Please make sure these details are correct.

4.2 Prices

Prices on the website are in euros and include VAT. The delivery fee depends on the address: you will see it in the order when it can be calculated and, if not, we will tell you when we confirm it. Before preparing the order we confirm the final total, with VAT and delivery included. If that total differs from the website (for example, because a flower has to be substituted), we will tell you beforehand, and if you do not agree there is no order and you pay nothing. We may change the prices on the website, but changes do not affect orders already confirmed.

4.3 Payment

Nothing is paid on the website and no card details are requested. We agree the payment method with you when we confirm the order: bank transfer, cash at the shop, or another method we tell you about at that time.

4.4 Order confirmation and contract

When you send the order you will receive an email (“We've received your order”) with a summary. That email only acknowledges your request. The purchase contract is formed when we confirm the order on WhatsApp or by phone with the final total and you accept it. If we cannot take the order (because of the date, availability or area), we will tell you and nothing is charged.

5. Delivery and shipping

5.1 Delivery areas

We deliver in Madrid. Delivery times and fees depend on the delivery address. You can also collect your order at the shop.

5.2 Delivery and pickup hours

• Monday to Saturday: in the morning (9:30–14:30) or in the afternoon (17:00–21:00), in the time slot you choose in the order.
• Sundays: mornings only (10:00–14:30).
• Public holidays: please check availability.

5.3 Delivery times

• Same-day delivery: orders placed before 14:00 on the delivery day, subject to availability.
• Scheduled delivery: you may choose a preferred date when ordering.
• Urgent delivery: may be available for an extra charge (subject to availability).

5.4 Shipping costs

Shipping costs are calculated from the delivery address and shown before checkout when the system allows. We may offer free shipping above a certain threshold; the current threshold will be shown during checkout or communicated by our team.

5.5 Liability for delivery

Delivery is deemed completed when products are left at the address given or received by the recipient. We are not liable for:

• Failed delivery due to the recipient being absent.
• Incorrect addresses provided by the customer.
• Damage occurring after delivery.

6. Returns and refunds

Most of our products are perishable. What you can return, and how, is explained in section 7 (right of withdrawal); this section covers what we do if something arrives in bad condition or if your plans change.

6.1 Damaged or incorrect products

If the order arrives damaged, in poor condition or is not what you ordered, let us know as soon as possible, ideally within 48 hours of delivery, with a photo. As these are fresh flowers, the sooner we know, the better we can check and fix it. This notice does not limit your rights under the legal guarantee (Articles 114 et seq. of Royal Legislative Decree 1/2007). Depending on the case, and in agreement with you:

• We replace the arrangement with one of equal or greater value.
• We refund the full amount.
• If you prefer, we give you store credit for future purchases.

6.2 Recipient unavailable

If the person receiving the order is not in, we try to leave it with the building's doorman or concierge. If that is not possible, we contact you to agree a new date. The second delivery has no extra charge; from the third attempt on, travel costs may apply.

6.3 Cancellations

Until we have confirmed your order, you can cancel it at no cost: there is no contract yet and you have paid nothing. Once confirmed:

• 24 hours or more in advance: no charge. If you have already paid, we refund the full amount.
• Less than 24 hours: 50% charge on the order value.
• On the delivery day: no refund.

If we have to refund you, we will do so using the same payment method you used, unless we agree otherwise, within 14 calendar days at most.

Tip: For changes or cancellations, calling us is usually the fastest option.

7. Right of withdrawal

For distance purchases, as a consumer you generally have 14 calendar days to withdraw without giving any reason. The law excludes much of what we sell from that right:

• Fresh flowers and bouquets, centrepieces and floral arrangements: no right of withdrawal, because they are goods that deteriorate or expire rapidly (Article 103.d of Royal Legislative Decree 1/2007).
• Goods made to your specifications or clearly personalised, such as a custom-designed bouquet: no right of withdrawal either (Article 103.c).
• Items that do not deteriorate rapidly, such as vases and other add-ons: you can withdraw within 14 calendar days from the day you, or the person you named, receive them.

How to withdraw

Within that period, write to contact@cloris.es or message us on WhatsApp at +34 653 160 335 saying which item you want to return and your order number. A clear statement is enough; if you like, you can use the form below.

Returns and refunds

Bring the item to the shop (Calle de San Germán, 66, 28020 Madrid) or send it to us within 14 calendar days of telling us you are withdrawing. If you send it, you bear the cost of returning it. We refund what you paid for that item (and the delivery fee, if you withdraw from the whole order) within 14 calendar days of your notice, using the same payment method you used unless we agree otherwise, at no cost to you. We may wait until we receive the item, or until you show us you have sent it, before refunding. You are only liable for any loss in value caused by handling the item beyond what is needed to establish what it is like.

Withdrawal form

Only if you want to use it: copy it, fill it in and send it to us.

8. Complaints

If something has gone wrong, write to contact@cloris.es, message or call us at +34 653 160 335, or come to the shop. We will reply as soon as possible and, at the latest, within one month of receiving your complaint.

Official complaint forms of the Community of Madrid (hojas de reclamaciones) are available at the shop. If you cannot come in, ask us by email and we will send them to you.

If you are not satisfied with our reply, you can contact the consumer services of the Community of Madrid (www.comunidad.madrid/servicios/consumo), the Madrid City Council's consumer information office (OMIC) or the courts.

9. Intellectual property

All content on this website—including text, images, photos, graphics, logos, designs, software and source code—is owned by Cloris Florist or its licensors and is protected by intellectual property laws.

9.1 Permitted use

You may view and print content for personal, non-commercial use only, provided you retain copyright and trademark notices.

9.2 Prohibited use

The following is strictly prohibited:

• Reproducing, modifying, distributing or transmitting content without express permission.
• Using content for commercial purposes without permission.
• Removing or altering copyright notices.
• Creating derivative works from our content.

10. Privacy and data protection

Your privacy matters. Processing of your personal data is governed by our Privacy policy; please read it carefully.

10.1 Data we collect

• Name and contact details.
• Delivery address.
• Order history.
• Communication preferences.

10.2 How we use your data

We use your data to:

• Process and deliver your orders.
• Improve our services.
• Send updates about your order.
• Send offers and promotions (with your consent where required).

10.3 Data security

We apply technical and organisational measures to protect personal data against unauthorised access, alteration or destruction.

11. Use of the website

11.1 User obligations

By using our website you agree that you will not:

• Use the site for unlawful or unauthorised purposes.
• Attempt to access restricted areas of the site.
• Interfere with the operation of the site or its servers.
• Introduce viruses, malware or harmful code.
• Collect information about other users without their consent.

11.2 User-generated content

If you post reviews or other content, you warrant that:

• You own the content or have permission to post it.
• The content does not infringe third-party rights.
• The content is not offensive, defamatory or unlawful.

We may remove content we consider inappropriate.

12. Liability

We are responsible for delivering what you ordered in good condition, in accordance with the law. Nothing in these terms excludes or limits the rights you have under consumer protection law.

We are not liable for delays or failures caused by events beyond our control that we could not have foreseen or avoided (section 13).

13. Force majeure

We shall not be liable for delay or failure to perform where caused by events beyond our reasonable control, including:

• Extreme weather.
• Natural disasters.
• Strikes or civil unrest.
• War or terrorism.
• Transport or communications failures.
• Shortage of flowers or materials due to natural factors.

14. Changes to the terms

We may modify these terms, for example to adapt them to changes in the law or in the service. We will publish the new version on this page, with its date.

Changes only apply to orders placed after they are published: each order is governed by the version in force on the day it was placed. We recommend printing or keeping a copy of these terms.

15. Governing law and jurisdiction

These terms are governed by the laws of Spain. Any dispute shall be subject to the jurisdiction of the courts of Madrid, without prejudice to mandatory consumer rules where applicable.

Annex. Digital gift page

What it is and what it includes

If you add the gift page to your order (6 €, VAT included), we will email you a link to create a private page with up to 10 photos (up to 4 MB each) and a letter (up to 4,000 characters). We print a QR code on the bouquet's card that leads to that page; a mobile phone with a camera is needed to scan it. The editor is in Spanish only. You can edit the page until we print the QR. The page is available for 90 days from creation; after that it is switched off and we delete its photos and texts within 30 days at most. Like every order, an order with a gift page is confirmed by hand: we will write to you to settle availability and delivery.

Your content is yours

By uploading photos or texts you declare that you are their author or have permission to use them this way, that the people appearing in them would agree (for minors, with the permission of whoever holds parental authority or guardianship) and that they are not unlawful and do not infringe third-party rights (honour, privacy, image or intellectual property).

Permission you give us

You authorise us, free of charge, non-exclusively and only while the page is available, to store that content, adapt it technically (for example, compress or resize photos) and display it on your gift page to anyone with the link or QR code. We will not use it for advertising or anything else without asking your separate permission.

Review and removal

Before printing the QR we review the page. If any content is manifestly unlawful or breaches these terms, we may not print the QR, or may remove or block that content. We will explain the reason by email and how to appeal. If that means we cannot provide the service, we will refund the price of the pack (6 €).

Reporting unlawful content

Anyone may ask us to remove content they consider unlawful or that infringes their rights (for example, their image) using the “Report content” link at the foot of every gift page, or by writing to contact@cloris.es with the subject “Content removal”. They must give the link or the order, the reason, their name and email and a statement that they act in good faith. We will acknowledge receipt, review it promptly and tell them our decision. contact@cloris.es is also our electronic point of contact for authorities and users (Arts. 11 and 12 of Regulation (EU) 2022/2065), in Spanish and English.

Cancellation and withdrawal

You can cancel the gift page free of charge, and have its price refunded, until we print the QR. By ticking the box in the order you ask us to prepare the gift page from that moment and acknowledge that, once the QR is printed, you can no longer withdraw from it (Arts. 103.a, 103.c and 103.m of Royal Legislative Decree 1/2007, as the case may be). We will confirm this by email together with the editing link. The rest of the order is governed by sections 6 and 7.