Ciaoflora's reputation is wholly dependent on the high standards of quality products and service. We are the leading florist in Vietnam, ordered by thousand customers around the world and is a brand that you can trust.

- Ciaoflora Việt Nam guarantees the freshness, flower quality and value of every order. Each Ciaoflora Việt Nam arrangement delivered by its members is created by a professional Ciaoflora Việt Nam florists. 

- All Ciaoflora designs illustrated are a guide to the style of flowers, gourmet foods and gifts that will be delivered. Flowers, gourmet foods, containers and accessories may vary according to regional and seasonal availability, or when they do not meet our quality standards. Some items may not be suitable to be sent to distance areas. In some cases, substitutions of equivalent value and quality may be necessary to fulfil your requirements.

- Delivery will be made on the date requested and every effort will be made to meet requests as to preferred times, but only funeral deliveries can be specific with regard to time. 

- Complaints must be made within 24 hours of delivery to the Ciaoflora Việt Nam florist who delivered the order. 

- Special delivery conditions apply to hospitals, hotels, ships, airports, funeral parlours, crematoria and cemeteries. 

- Should you have any further queries please call the Ciaoflora Contact Center on  (028) 38 112 666 (ext. 15) during business hours or email us at feedback@ciaoflora.vn. 

- Cancellations or alterations to orders must be made within 12 hours of ordering.

SUBSTITUTION POLICY 

All floral products are subject to availability. Floral products pictured on the website may vary slightly in design or appearance to the delivered item. This is due to seasonal availability and design interpretation. However, careful and professional attention will be given to every order to ensure that it is as similar as possible to the product displayed on the website.

Due to stock availability, our florists reserve the right to substitute flowers, vases, products and outer wrapping with an item of similar style and equivalent (or greater) value and quality. Where possible and if the substitution is significant, we will try to contact you to inform you of any substitutions, but we are not obligated to do so. If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept the substitution. 

The same applies to our other products, in some cases stock may not be available and suitable substitutions may be made.

Where possible the particular container or basket shown will be supplied. Should these not be available alternative containers of a similar value and style will be substituted.

COMPLAINS AND REFUND

Although we do our best to ensure that this does not happen, sometimes flowers may arrive at their destination slightly damaged. If the recipient receives damaged flowers, please contact us within 24 hours of the delivery time so that we can arrange for one of the following:

A replacement order on the next available delivery date, or

A full refund

All complaints must be logged with our customer service department within 24 hours of delivery and must include a picture of the unsatisfactory product to qualify for a refund. Due to the nature of perishable items used, all complaints must be valid and within reason. Ciaoflora Việt Nam may question or challenge any complaints and will use professional discretion when dealing with complaints and issuing refunds. We reserve the right to withdraw the unsatisfactory items for review and before all refunds can be made.