Terms of Sale

These Terms of Sale govern every purchase you make on https://jfloo.com/. Please read them before you order — by placing an order you accept them. The contract is governed by the laws of Hong Kong (section 16). If you buy as a consumer, these Terms also respect the mandatory consumer-protection rules of the country where you live, including, for consumers in the European Union, Directive 2011/83/EU on consumer rights and Directive (EU) 2019/771 on the sale of goods.

Last updated: 16 October 2026

1. Who you are contracting with

• Seller: Letto Group Limited, a company registered in Hong Kong, trading as JFLOO
• Registration: Hong Kong Business Registration No. 81383249
• Registered address: Flat 5, 4/F, Won Hing Building, 74-78 Stanley Street, Central, Hong Kong
• Customer service: support@jfloo.com, phone and WhatsApp +66 6 353 777 86 — orders and support 24/7

How your order is fulfilled. We sell every order and take payment for it ourselves. Each order is prepared and delivered by an independent partner florist in the destination city working on our behalf; the florist for a city is named on that city's Contacts page. We remain responsible to you for the whole order.

Use support@jfloo.com for orders, complaints and any request to exercise your rights under these Terms. We treat email as a durable medium.

2. Who these Terms apply to

They apply to consumers — natural persons acting outside their trade, business, craft or profession — and, with the modifications in section 14, to business customers. Where a provision is stated to apply to consumers, a business customer cannot rely on it.

Nothing in these Terms removes or limits any right you have under the mandatory consumer law of the country in which you habitually reside (for consumers in the EU, see Article 6 of Regulation (EC) No 593/2008, "Rome I").

3. The products

Fresh flowers are a natural product. Stem length, exact shade and the degree to which a bud has opened vary between individual plants and between seasons. The photograph on a product page shows the intended composition, style and size — it is not a guarantee of an identical result.

Substitution. If a specific flower or a component of a composition is unavailable in the destination city on the delivery date, we may substitute a flower of equal or higher value, keeping the colour scheme, style and overall value of the arrangement. Where the substitution is significant, we contact you first. If you do not accept the substitution, you may cancel the order and receive a full refund.

Perishability. Flowers, plants, cakes, confectionery and food items are goods liable to deteriorate or expire rapidly. This affects your right of withdrawal — see section 9.

4. Prices

• Prices are shown in the currency you select and include all applicable taxes for the destination city, unless the product page states otherwise.
• Delivery charges, express-time surcharges and any other additional cost are shown separately before you place the order. You never pay a charge that was not shown to you first.
• The price that applies is the one displayed at the moment you place the order.
• If we discover an obvious pricing error before dispatch, we will contact you and you may either confirm the order at the correct price or cancel it for a full refund.

5. How a contract is formed

1. You select products and enter delivery details.
2. Before placing the order, you are shown the total price including delivery, the delivery date and time slot, and links to these Terms and to our Cancellation, Returns and Refunds Policy.
3. Placing the order is your offer to buy. We acknowledge receipt by email.
4. The contract is concluded when we confirm the order: by the confirmation shown and emailed after a successful online payment, or — where you choose to agree the order with a manager — when the manager confirms it to you by email or messenger after checking that the flowers are available and that delivery is possible at the time you chose. Until that confirmation nothing is payable.
5. The confirmation states the products, the total price, the delivery address, date and slot, and links to these Terms.

If we cannot accept your order — for example, because delivery to that address is not possible on the requested date — we will tell you promptly and refund any payment in full.

6. Payment

Available payment methods are shown at checkout or sent to you by the manager with the order confirmation. Card payments are processed by licensed payment service providers; we do not receive or store your full card details. We do not accept cash on delivery: the order is prepared after payment, and the recipient is never asked to pay. You are charged the amount and currency shown to you before payment; if your card is in another currency, your card issuer converts it at its own rate.

7. Delivery

• We deliver to the address you provide, within the delivery zone of the selected city. Delivery zones, charges and lead times for each city are shown on that city's Delivery page and at checkout.
• You choose a delivery date and time slot. We deliver within that slot. We do not guarantee delivery at a precise minute unless you purchase an exact-time option where offered.
• In any event we deliver without undue delay and no later than 30 days from conclusion of the contract. If we fail to do so, you may give us an additional reasonable period; if we still fail, you may terminate the contract and we will refund all sums paid without undue delay. For consumers in the EU this reflects Article 18 of Directive 2011/83/EU.
• Risk passes to you when you or a person you nominated — including the recipient of a gift — takes physical possession of the goods.
• Recipient unavailable. If the recipient is not at the address, our courier will attempt to contact them and you. Where safe and permitted, the order may be left with a neighbour, concierge or reception. If delivery cannot be completed at all, we hold the order and contact you to agree a new attempt; a second delivery attempt is charged.
• Wrong or incomplete address. If delivery fails because the address you gave was wrong or incomplete, redelivery is charged. We will always try to reach you to confirm the correct address first.
• Anonymous and surprise deliveries. We can withhold the sender's name from the recipient if you ask. We cannot conceal the fact of delivery from the recipient.

8. Delays caused by us

If we are more than 30 minutes late through our own fault and that makes the delivery pointless for the occasion, you may choose either a new delivery date and time or a full refund.

If delivery is late but still useful, and you are legitimately dissatisfied, we will refund the delivery charge on request and add a complimentary item to the order at our expense.

9. Right of withdrawal — and when it does not apply

Non-perishable items: 14 days. For goods that do not deteriorate and are not personalised — for example vases, toys or standard packaged gifts — you may withdraw from the contract within 14 days of the day on which you or your nominated recipient takes possession, without giving any reason. For consumers in the EU, EEA and UK this is a statutory right (Article 9 of Directive 2011/83/EU and the corresponding national rules); we extend the same right to all customers.

Perishable and made-to-order goods: no withdrawal. The right of withdrawal does not apply to:

• goods which are liable to deteriorate or expire rapidly — fresh flowers, plants, cakes, confectionery and other food items (for consumers in the EU, Article 16(d) of Directive 2011/83/EU); and
• goods made to your specifications or clearly personalised — custom bouquets and personalised items (Article 16(c)).

We tell you this before you order. By placing an order for such goods you acknowledge that the 14-day right of withdrawal does not apply to them. Your rights if the goods are faulty or not as described are not affected — see section 10.

How to withdraw. Send an unambiguous statement to support@jfloo.com; consumers in the EU may use the model withdrawal form in Annex I(B) of the Directive, but are not obliged to. We will refund all payments received, including standard delivery costs, within 14 days of being informed, using the same means of payment you used. We may withhold the refund until we receive the goods back or you supply proof of return. You bear the direct cost of returning the goods and are liable for any diminished value resulting from handling beyond what is necessary to establish their nature and characteristics.

Cancelling before we start work. Independently of the above, you may cancel any order at no cost while the bouquet has not yet been assembled and no components have been bought specifically for it. See our Cancellation, Returns and Refunds Policy.

10. If something is wrong with your order

Legal guarantee. The goods must match their description, be of merchantable quality and be fit for their purpose, as required by the Sale of Goods Ordinance (Cap. 26) of Hong Kong and, for consumers in the EU, by Directive (EU) 2019/771. For durable goods our liability lasts at least two years from delivery. For perishable goods it necessarily runs for the natural life of the product, which is why we ask you to raise quality issues quickly.

Quality claims on flowers. Contact us within 24 hours of delivery, at support@jfloo.com or +66 6 353 777 86, with your order number and a photograph of the goods as received. This 24-hour window is a practical arrangement for perishables to let us verify a claim while it can still be verified; it does not remove or shorten any statutory remedy available to you under mandatory consumer law.

Remedies. Where a claim is justified you may have the goods brought into conformity by replacement — we deliver a new arrangement, usually on the same or next day — or, where replacement is impossible, disproportionate or not carried out within a reasonable time, receive a price reduction or terminate the contract and be refunded. The quality guarantee covers additional items included in the order. We may ask you to hand the original arrangement back to the courier, at no cost to you.

Refunds are made by the same payment method you used, within 3 business days of us accepting the claim and in any event no later than 14 days.

11. Your obligations

• Give accurate and complete delivery details, including a working phone number for the recipient.
• Ensure you are entitled to share the recipient's contact details with us for the purpose of delivery — see section 5 of our Privacy Policy.
• Do not use the greeting card or delivery instructions for unlawful, threatening, defamatory or abusive content. We may refuse to print such text and, if we do, we will contact you before delivery.

12. Our liability

We are liable for foreseeable loss and damage caused by our breach of these Terms or our negligence. We do not exclude or limit our liability in any way where it would be unlawful to do so — this includes liability for death or personal injury caused by our negligence, for fraud, liability that cannot be excluded or restricted under the Control of Exemption Clauses Ordinance (Cap. 71) of Hong Kong, and liability under any other mandatory consumer protection law.

We are not liable for failure to perform caused by events beyond our reasonable control, such as extreme weather, strikes, civil unrest, or closure of an area by the authorities. Where such an event prevents delivery, we will agree a new date with you or refund you in full.

13. Intellectual property

The site, its texts, photographs and design are protected by intellectual property law. You may use them for your own private, non-commercial purposes. Any reproduction, distribution or modification for other purposes requires our prior written permission.

14. Business customers

If you order in the course of a trade, business, craft or profession, sections 9 and 10 apply in the form provided by the applicable commercial law rather than consumer law, and our liability towards you is limited to the value of the order, save for liability that cannot lawfully be limited.

15. Complaints and dispute resolution

Please contact us first at support@jfloo.com or +66 6 353 777 86. We acknowledge every complaint and aim to give a substantive answer within 14 days.

If we cannot resolve the matter, you may refer it to the Consumer Council of Hong Kong (www.consumer.org.hk), which handles complaints about Hong Kong traders, or bring proceedings in the courts of Hong Kong; claims of up to HK$75,000 can be brought in the Small Claims Tribunal. Consumers in the EU may also refer the dispute to an alternative dispute resolution (ADR) body in their country under Directive 2013/11/EU and may bring proceedings in the courts of the country in which they are domiciled. The European Commission's online dispute resolution (ODR) platform ceased operations on 20 July 2025.

16. Governing law and jurisdiction

These Terms, and every contract concluded under them, are governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region ("Hong Kong"). Your order is processed by Letto Group Limited in accordance with Hong Kong law.

The courts of Hong Kong have non-exclusive jurisdiction over any dispute arising out of or in connection with these Terms.

If you are a consumer habitually resident outside Hong Kong, the choice of Hong Kong law does not deprive you of the protection of the mandatory provisions of the law of the country where you live, and you may also bring proceedings in the courts of that country where its law allows you to do so.

17. Changes to these Terms

We may change these Terms. The version that applies to your order is the one published at the moment you place that order; changes are never applied retroactively. The current version is always on this page.