Terms & Conditions

Last updated 15 September 2026

Welcome to www.blackandblanc-fleur.com. By using this site or ordering from us you agree to these terms. We have tried to write them in plain language, because terms nobody can read protect nobody.

1. Our promise to you

These three come first because they are the ones that matter. Everything below explains how we keep them.

Your flowers will be fresh. They will look their best for at least five days from delivery, kept in water, out of direct sun and away from air conditioning. If they do not, tell us within seven days and we will replace them.

The size you order is the size you get. Every arrangement lists the number of stems it contains, and every page tells you which size is pictured. If what arrives does not match the size you paid for, we will make up the difference or take the order back.

If something is wrong, we put it right. One message and one photograph is all we need. We will never ask you to return flowers, to prove anything, or to wait while we investigate. We would rather remake an arrangement than win an argument about it.

2. Who we are

This site is operated by BLACK AND BLANC, a company based in the United Arab Emirates. These terms are governed by UAE law and any dispute is for the UAE courts.

We may update these terms. The version that applies to your order is the one published on the day you ordered, and we keep earlier versions on file — so a change we make tomorrow cannot affect an order you placed today.

3. What flowers are

Flowers are grown, not manufactured, and we would rather tell you that than surprise you.

• Some blooms arrive closed. We often send roses, lilies and peonies in bud so they open in your home and last longer. If you would prefer them open on the day, tell us and we will arrange it.
• Colours vary between batches. A blush rose in March is not identical to a blush rose in September. Where the difference is large enough that you would notice, we call you before we make the arrangement.
• Cakes are made by hand. Shape, shade and piping vary a little from one to the next, and handwritten messages are handwritten.
• Some flowers are toxic to pets. Lilies especially. Tell us if there are animals in the home and we will leave them out at no charge.

None of the above is a reason for us to refuse to help you. If what you received is not what you expected, section 8 applies — whatever the cause.

4. Sizes

Every arrangement is sold in named sizes, and every size states its stem count on the product page. Where one photograph is used for several sizes, the page tells you which size is pictured.

We are working through the catalogue photographing each size separately. Until a product has its own image for every size, please read the stem count as the real measure — it is the number we make to.

If you receive fewer stems than the size you bought, that is our mistake and section 8 applies. You do not need to argue it with us.

5. The photograph we send you

Before your order leaves us we photograph it and send it to you. That photograph is meant to show you what you are getting, not to sell you something.

If it looks wrong to you, say so. We will re-photograph it, or remake the arrangement, before it goes out. If you would rather stop the order at that point, we stop it and refund you in full.

6. Substitutions

Occasionally a flower we planned to use is not good enough to send. We substitute one of equal or greater value, in a similar colour and form, and the arrangement keeps its stem count. If the change is large enough that you would notice, we contact you first and you decide. We will not quietly send you something else and hope you do not mind.

7. Delivery

Getting it there. Please give us a complete address and a working phone number. We contact the recipient when we need to — to confirm an address or arrange a time. If you have asked for the gift to be a surprise, we will not tell the recipient who it is from.

Where we deliver, and what it costs. Our delivery areas and charges are shown at checkout before you pay. If an address turns out to be outside the area we serve, we will tell you and you can have a full refund or give us a different address.

If the address is incomplete, we try the recipient first and then you: a WhatsApp message, a phone call, and a second phone call. If we cannot reach anybody within 48 hours we cancel the order and refund you.

Delivery attempts. Two are included; a third is charged at the standard rate. If the flowers are no longer in good condition by the third attempt, we make a fresh arrangement at our cost, not yours.

Hotels, hospitals and offices. We deliver to the reception desk and that counts as delivered. We will tell you who received it.

If we are late. Miss the window you paid for and we refund the delivery charge. Miss the day and we remake the arrangement fresh, deliver it at a time you choose, and you keep both.

8. If something is wrong

Send us one photograph and tell us what is wrong. That is the whole process. We will not ask you to return anything, we will not ask you to prove anything, and we will answer you the same day.

What we will do, in the order we will offer it:

1. Remake it and bring it today, if there is still time for the occasion. This is what we would rather do.
2. Remake it for a day you choose, if today is no longer useful.
3. Refund what you paid, to the card or account you paid from.
4. Store credit with something on top, if you would rather keep it with us.

You choose. We will not push you towards store credit, and we will not offer credit for a mistake that was ours unless you ask for it.

Time limits. Flowers, seven days. Cakes and food, the end of the following day. Balloons, on the day. Outside these — ask us anyway. We read every message.

Quantity short. If fewer items arrive than you ordered, we refund the difference the same day and deliver the missing item if you still want it.

What is not covered. Flowers that have lived their natural life and faded after the freshness period; balloons that deflate after the day of delivery; damage caused after delivery. Where it is genuinely unclear, we decide in your favour.

9. Changes and cancellations

• Before we start making it — change or cancel anything, with a full refund to your original payment method.
• Once it is made — we cannot change the items, but usually still the address, the time or the card message. Ask us; we will try.
• Once it has left with the driver — we can redirect it if he has not yet arrived. Tell us quickly.

If the recipient refuses it because something is wrong with the flowers, section 8 applies and you are refunded. If they refuse for any other reason, we bring it back and redeliver to an address you give us, with no charge for the first redelivery.

If the address you gave us was wrong and the flowers were delivered to it, we cannot retrieve them and a new order is needed. We will help you place it and we will not charge you delivery twice.

10. Refunds and store credit

We start a refund the same day you ask for one. How long it takes to reach you is between the payment provider and your bank — usually 5 to 10 working days for a card. If it has not arrived in 10 working days, tell us and we will chase it.

Store credit is never forced on you. Where the fault is ours you get your money back if that is what you want. Store credit is for when you have changed your mind, or would simply rather keep it with us — and then we add something for the trouble. It is valid for 12 months.

If you ordered through a marketplace, see section 11: the refund has to come from them, and we will ask them the same day.

11. Orders placed through Talabat, InstaShop, Deliveroo, Careem or Noon

Wherever you bought from us, these terms apply and so do the three promises above. The flowers are ours and so is the responsibility for them.

If something is wrong, message us directly — section 8 applies exactly as it would for an order placed on our own site, and we will remake it or replace it.

The one thing we cannot do is refund you: your money went to the platform, not to us, so the refund has to come from them. We will contact them on your behalf the same day and tell you when we have.

12. Cakes, balloons and other gifts

Cakes are made to order by our partner bakeries. Tell us about allergies when you order and we will confirm with the baker before anything is made. If a cake arrives damaged or is not what you ordered, tell us by the end of the following day and we will replace it — a cake is usually opened hours after it arrives, and we would rather hear late than not at all.

Balloons are affected by heat and humidity and we cannot promise how long they last after delivery; if one arrives already damaged, tell us on the day and we will replace it.

13. Ordering, prices and payment

Prices are shown and charged in the currency you select, and your receipt shows the currency actually charged. You must be 18 or over to order. We do not trade with individuals or entities subject to OFAC sanctions. Keep your account login to yourself and tell us at once if you think somebody else has used it.

14. Using this site

The site, its images, product designs and text belong to us. You are welcome to use the site to look at and buy our products and to keep copies for yourself. Please do not republish our photographs or designs commercially without asking first.

15. Your information

We keep the details you give us in order to deliver your gift and to talk to you about your order. We do not sell them. Recipients' details are used to deliver the gift and nothing else. You can ask us at any time what we hold about you, and ask us to delete it.

16. Talking to us

WhatsApp is the fastest way to reach us and we answer within minutes during opening hours. If you are not happy with how we handled something, ask for it to go to a manager. If you are still not happy, it goes to the owner. Say the word and it moves — you do not have to push.

Thank you for choosing Black & Blanc.