What we promise on every order, and what happens if we fall short. These guarantees summarise our Terms of Sale and the Cancellation, Returns and Refunds Policy; where the wording differs, those documents apply.
Who stands behind your order
Every order is sold by Letto Group Limited, a company registered in Hong Kong and trading as JFLOO. A local partner florist in the destination city makes and delivers the bouquet on our behalf, and we are responsible to you for the whole order — from payment to handover.
Our guarantees
- A photo before delivery. The florist sends you a photo of the finished bouquet before the courier sets off. If something should be changed, we change it before delivery.
- Fresh flowers and the bouquet you chose. Every bouquet is made to order from fresh flowers. If a flower is unavailable, we substitute one of equal or higher value in the same colours and style; for a significant change we ask you first, and you may cancel for a full refund instead.
- Quality claims within 24 hours. If the bouquet does not match its description or is not fresh, write to us within 24 hours of delivery with a photo. We deliver a new arrangement, usually the same or next day, or refund you. The guarantee covers the extras in the order too.
- On time. We deliver within the time slot you chose. If we are more than 30 minutes late through our fault and the delivery has lost its purpose, you choose a new delivery time or a full refund. If it is late but still useful, we refund the delivery charge on request and add a gift to the order.
- No hidden charges. You pay the total shown before you place the order. Nothing is paid to the courier, and the recipient never pays anything.
- Secure payment. Card payments are processed on a certified payment page with 3-D Secure. We never see or store your card details.
- Refunds without delay. To the same payment method, within 3 business days after we accept a claim or cancellation and in any case within 14 days.
- Your data stays private. We use the recipient’s details only to deliver the order and share them only with the florist and courier who deliver it. We never pass your contact details to the recipient. How we handle personal data is set out in the Privacy Policy.
How to make a claim
Write to support@jfloo.com or message us on WhatsApp at +66 6 353 777 86 with your order number and a photo of the bouquet as received. We acknowledge every claim and aim to resolve it within 14 days.
