Terms and Conditions
About our store
Name: Trgovinska radnja – Cvjećara “MIMA” Irma Gaco s.p Istočno Novo Sarajevo
Credit card purchase security statement
Confidentiality of your information is protected and secured by using latest TLS encryption. Pages for web
payment are secured by using Secure Socket Layer (SSL) protocol with 128-bit data encryption. SSL encryption is
a data coding procedure for prevention of unauthorized access during data transfer.
This enables a secure data transfer and prevents unauthorized data access during communication between user
and Monri WebPay Payment Gateway and vice versa.
Monri WebPay Payment Gateway and financial institutions exchange data by using their virtual private network
(VPN) which is also protected from unauthorized access.
Monri Payments is PCI DSS Level 1 certified payment service provider.
Credit card numbers are not stored by Merchant and are not available to unauthorized personnel.
Delivery costs and time
Special Delivery Policy
When ordering, please note that delivery costs are added to the price of the bouquet. The delivery price varies between 3.5KM and 5KM, depending on the destination, date and selected delivery time. The exact amount of delivery costs will be displayed when finalizing your order. Orders completed before 12:00 will be delivered the same day. Orders completed after 12:00 will be delivered the next day.
Although we strive to deliver all orders on time, special dates such as Valentine’s Day and Women’s Day may cause delays.
We guarantee a high probability (97%) that your order will be delivered on the selected date. However, unforeseen circumstances or extremely high demand on certain dates may cause delays. To ensure timely delivery, we recommend placing your order a few days in advance.
Please note that refunds are not possible if the order is not delivered due to reasons beyond our control, such as the recipient not being at the address at the time of delivery.
Incorrect or incomplete delivery information
During the ordering process, it is very important to ensure that the address you provide us with is correct. We recommend that you carefully check all fields to avoid problems with the delivery of your order.
In the event that we are unable to deliver the bouquet due to an incorrect or incomplete address, we will not be able to issue a refund or arrange for a re-delivery. We always make every effort to find the correct address, however, there are situations when this is not possible, so please check the accuracy of all information.
Conditional delivery locations
If you are planning to send flowers to a public institution such as a hospital, hotel, nursing home or office building, please contact the chosen institution first and check their policies on receiving such deliveries.
For a successful delivery, you need to provide us with the name and contact number of the institution, as well as as precise information as possible. For example, for deliveries to hospitals, be sure to include the floor number and the room where the patient is. Please note that many hospitals do not allow delivery to individual rooms, intensive care or maternity wards.
If you want to send flowers to a person staying at the hotel, be sure to include the name of the person in whose name the reservation was made and, if you know, the room number.
In the event that delivery is not possible due to the above-mentioned reasons, it will not be possible to request a refund or redelivery of the product.
Refusal of delivery by recipient
In the event that the recipient refuses to take delivery, we will not be able to issue a refund or send a new product.
Products and images
When ordering through our website, please pay attention to the product description. Your order includes only the products listed in the description.
For example, if the photo of the bouquet shows a vase, but it is not mentioned in the description, it should be added to the order description when ordering.
The photos on our website show the average size of the bouquet, and their composition and shape may vary slightly.
Complaints and refunds
Is your bouquet or plant not meeting your expectations? We apologize for the unpleasant experience. Please send us a photo of the product within 24 hours of receipt so that we can investigate what happened.
We promise to assess your case and respond to you as soon as possible. Please note that without a photo provided within the specified period, we will not be able to process your complaint or provide further assistance.
How to send a photo
You can send a photo of the product using the form available [here].
Please note that the refund will be made via a voucher that will be added to your account. You can use the voucher on your next order.
Refund vouchers are valid for one year and cannot be combined with other promotions.
Payment methods
You can pay for your orders on our website by credit or debit card (Mastercard, Maestro , Visa, Visa Electron).
Cancellations and changes
If you have created an order but have not made a payment, you do not need to cancel the order as it will not be processed. However, if you have paid, you will not be able to make changes or cancel the order under any circumstances, as order processing begins immediately after payment.
Product exchange policy
Sometimes, when preparing your order, we may not have one of the items or flowers listed in the bouquet description, so it will be necessary to replace it with another product. Don’t worry, we guarantee that the new product will always be of the same or greater value than the one you selected.
In the event that we do not have one of the additional products you purchased, we will send you your order without that product and refund you the amount via a voucher that you can use towards your next purchase.
Color replacement policy
Sometimes we will be forced to change the color of some flowers, but we assure you that the color of the bouquet will always be the same as shown on the website.
Please note that the photo is only a visualization of the product, therefore we cannot guarantee that the color tone will be exactly the same as in the picture. For example, a pink bouquet may have a lighter or more intense shade, but it will always be pink.
These types of changes will not entitle you to a refund, compensation or sending another product.
Confirmation of delivery
Once the delivery has been made, you will receive an email confirmation of delivery. We try to send this confirmation immediately, but in case of heavy traffic, you will receive the confirmation during the day.
