1. Introduction
UrbanFlowers Co., Ltd. ("we", "our", "us") is a gifting company based in Bangkok, Thailand, offering premium fresh flowers, cakes, curated gift baskets, and experience gifts with same-day delivery.
By using our website or placing an order, you agree to the following Terms & Conditions.
2. Product Categories & Specific Conditions
🌷 Fresh Flowers & Bouquets
- • Freshly arranged and hand-delivered same day
- • Minor substitutions may occur due to seasonal availability (with equal or greater value)
- • Perishable and non-returnable
🎂 Cakes
- • Baked fresh daily by our chefs
- • Must be refrigerated immediately after delivery
- • Non-returnable unless visibly damaged upon delivery
🧺 Gift Baskets
- • May include temperature-sensitive items (e.g., cheese, chocolate)
- • Items may be replaced with equal value if out of stock
- • Report heat damage or spoilage on the same day
✨ Experience Gifts
- • Delivered via digital vouchers
- • Bookings are handled by third-party providers
- • Valid for 6 months. Must be booked before expiration
- • Non-refundable once booked. Subject to provider's terms
📦 Durable Goods (e.g., perfumes, lifestyle gifts)
- • Returnable within 7 days if unused and in original packaging
- • No refunds for opened or used items
3. Payment & Pricing
Transparent Pricing & Secure Payments
All prices on our website are displayed in Thai Baht (THB) and include applicable taxes. Payment is charged at the time you place your order.
Accepted Payment Methods
- ✓ Credit & Debit Cards (Visa, Mastercard, American Express)
- ✓ Thai Mobile Banking (PromptPay)
- ✓ Online Bank Transfer
- ✓ Digital Wallets (TrueMoney, ShopeePay)
Secure Payment Processing
- ✓ All payments processed via Omise
- ✓ PCI-DSS Level 1 certified security
- ✓ 256-bit SSL encryption
- ✓ We never store your full card details
Important Payment Information
- • When You're Charged: Payment is processed immediately when you place your order. For subscription orders, you will be charged on the scheduled delivery date.
- • Pricing: All prices displayed on our website are in Thai Baht (THB) and inclusive of VAT unless otherwise stated.
- • No Hidden Fees: The price you see at checkout is the final price. Delivery fees (if applicable) will be clearly shown before payment.
- • Failed Payments: If your payment fails, your order will not be processed. Please contact your bank or try an alternative payment method.
- • Refund Processing: Approved refunds are processed within 5-10 business days to your original payment method.
3. Delivery Policy
Same-Day Delivery Across Bangkok
We offer same-day delivery in the following time slots:
Morning Slots
- • 09:00–11:00
- • 11:01–14:00
Afternoon/Evening Slots
- • 14:01–17:00
- • 17:01–20:00
Important Notes
- • We aim to deliver within the selected time slot, but Bangkok traffic or weather may cause slight delays
- • Exact-time delivery is not guaranteed
- • Customers will be notified of delays
4. Returns & Refunds
Need Complete Details?
This is a summary. For our complete return and refund policy with detailed procedures, eligibility requirements, and processing timelines, please visit:
View Full Return & Refund Policy| Product Type | If Damaged or Incorrect | If Reported Late / Preference |
|---|---|---|
| Flowers | ✅ Full refund or replacement (2h window) | ❌ Not eligible |
| Cakes | ✅ Refund/replacement (2h window) | ❌ Not eligible |
| Gift Baskets | ✅ Report same day for refund/replacement | ❌ Not eligible |
| Experience Gifts | ✅ Exchange if not yet booked | ❌ Non-refundable after booking |
| Durable Goods | ✅ Return within 7 days unopened | ❌ Not eligible if used |
📸 All refund requests must include:
- • Photo proof of issue
- • Order ID
Email: support@urbanflowers.co.th
5. Cancellation Policy
✓ Full Refund
Orders must be canceled at least 12 hours before the selected delivery slot for a full refund.
✗ No Refund
Cancellations made within 12 hours may not be refunded due to production costs.
Experience gifts are non-refundable after booking.
6. Subscriptions
Flexible Flower & Cake Subscriptions
Subscription Features
- • Choose your frequency (weekly, monthly)
- • Pause, cancel, or skip deliveries via dashboard
- • Early access to new collections
- • Exclusive loyalty rewards
Important Details
- • Subscription deliveries are date-based (not time-slot based)
- • We prepare subscription deliveries manually
- • Changes or cancellations must be made at least 24 hours before the scheduled date
7. Customer Responsibilities
You are responsible for:
- Providing accurate delivery details
- Ensuring the recipient is available during delivery
- Storing perishable goods correctly upon delivery
- Notifying us promptly for any order issues
We are not responsible for failed deliveries due to incorrect addresses or absent recipients.
8. Experience Gifting Terms
- • UrbanFlowers acts as a seller, not provider of experiences
- • Your booking creates a contract with the experience partner
- • UrbanFlowers helps coordinate but cannot alter provider policies
- • In case of weather/event cancellations, rescheduling is offered but no refunds
- • Experience partners may have age, health, or clothing restrictions; customers are responsible for checking
9. Promotions & Rewards
Discount Codes
Cannot be combined unless stated
Rewards Expiry
Expire after 12 months
Fraud Policy
Abuse results in suspension
10. Privacy & Communications
Please see our Privacy Policy for how we collect and process your personal data.
By creating an account, you agree to:
Receive transactional emails
Order updates, receipts
Optional marketing emails
Unsubscribe anytime
Optional SMS reminders
If opted in
11. Limitation of Liability
UrbanFlowers is not liable for:
- • Delivery delays caused by traffic, natural disasters, or recipient unavailability
- • Customer misuse of perishable items
- • Third-party experience issues after booking
Our maximum liability for any issue is limited to the value of the affected order.
12. Disputes & Governing Law
- These Terms are governed by Thai law
- Any disputes shall be resolved under Thai jurisdiction
- You agree to contact our support before initiating legal action
13. Updates to These Terms
We may update these Terms from time to time. The latest version will always be available at:
https://www.urbanflowers.co.th/terms 14. Contact Us
UrbanFlowers Co., Ltd.
Office Address
555/28 Taka Town, Sukhumvit 39Klong Tan Nuea, Watthana
Bangkok 10110
Get in Touch
Legal Review: These terms have been reviewed by our legal advisors to ensure compliance with Thai consumer protection laws and e-commerce regulations.