1. General
1.1. Ownership. This site belongs to NetPartners Ltd (НетПартнерс ООД), company number 206803456, registered at Berkovitsa, Zaryanitsa complex, bl. 13, ap. 11, Bulgaria. All content — text, photographs, descriptions and layout — is protected by copyright. You may use it for personal, non-commercial purposes. Reproducing it on other sites or for commercial purposes is not permitted.
1.2. Accepting these Terms. These Terms are accepted when you place an order — by pressing the button that completes your order you confirm that you have read and accept them. Browsing the site is not in itself acceptance.
1.3. Changes to these Terms. We may change these Terms. Every change is published on this page with a new date and version. An order already placed is governed by the Terms in force when it was placed — a later change does not apply retroactively.
1.4. Products. Every product in the BGFlorist catalogue can be added to your basket and ordered. You will find the description, contents, photograph and price on each product's page. We guarantee that what is delivered matches the description.
Flowers are a natural product and the availability of a particular variety varies. We treat two cases differently:
- A difference only in the shade of the colour you ordered — for example a deeper pink instead of a lighter one — we substitute without contacting you.
- Replacing the flowers themselves with a different kind — we contact you and do so only with your agreement, before the bouquet is made.
If we cannot reach you in time to keep the delivery date you chose, we make an equivalent substitution and tell you about it.
Every substitution is with flowers of equal kind, size and value, and never reduces what is in the bouquet.
1.5. Additional products. Some items in the catalogue are "additional" — chocolates, cakes, spirits, soft toys, balloons, vases and similar. They cannot be ordered on their own, only together with a main product (a bouquet or an arrangement). This is stated on the relevant product's page.
1.6. Alcoholic drinks. Alcoholic drinks are additional products. By placing an order that contains them you declare that the recipient is 18 or over. We do not deliver alcohol to anyone under 18. The courier may refuse to hand it over if the recipient does not appear to be of age and cannot produce identification.
1.7. Placing an order. We accept orders online around the clock. You place an order by adding a product to your basket and following the steps for address, date and payment. Once it is placed you will see a page with your order number and receive a confirmation by email. Adding products to the basket is not an order.
1.8. Incorrect details. The recipient's details — name, telephone and address — are entered by you. We are not liable for a delivery that fails or is delayed because the address was wrong or incomplete, the telephone number was mistyped, or the wrong locality was selected.
1.9. Cancelling before delivery. You may cancel your order without giving a reason up to 24 hours before the delivery date. If the order has already been prepared or handed to a courier, see section 5.
2. Delivery
2.1. Delivery hours. Deliveries are made between 9:00 and 20:00 Eastern European Time. Earlier or later deliveries are possible only with the express confirmation of a member of our staff.
2.2. Delivery date. You choose the date when ordering. We deliver at weekends as well. For some dates and localities capacity is limited — the available dates are shown in the calendar at checkout.
2.3. Time window. You may choose one of three windows: 9:00–13:00, 13:00–17:00 and 17:00–20:00. The menu becomes active once you have chosen a date. Our couriers do everything they can to keep to the chosen window. An exact time is not guaranteed. For weddings, funerals and similar occasions a specific time can be arranged after speaking to one of our operators.
2.4. Same-day delivery. Available for orders placed and paid by 17:00 Bulgarian time, in the localities where we offer express delivery. After that hour the earliest possible date is the following day.
2.5. Delivery charge. Standard delivery is free to the towns covered by our main tariff (over 45 localities). For other localities a charge applies according to distance.
Same-day delivery carries an additional charge — from 2.56 €, depending on the locality.
The exact delivery charge is calculated and shown during checkout, before payment. We never charge an amount you have not seen in advance.
2.6. Recipient not present. If the recipient is not at the address, the courier telephones them to arrange handover. If that is not possible, we contact you.
We do not give up after one failed attempt. We try again on the following days, for as long as the condition of the product allows — flowers are perishable, and whether a further attempt is possible depends on the kind of bouquet and the state it is in.
An order is treated as fulfilled only once we can reach neither the recipient nor you, and a further delivery is no longer possible.
2.7. Circumstances beyond our control. We are not liable for delays caused by circumstances outside our control — severe weather, road accidents, exceptional traffic, strikes, protests or orders of a public authority. In such cases we contact you and offer a new date or a refund.
3. Payment
3.1. Payment in advance. Every order is paid for before delivery. Orders whose payment has not been received by the end of the chosen delivery day are cancelled automatically.
3.2. Payment methods. We accept:
- credit or debit card. The card brands accepted are shown on the payment page — the list is set by our payment provider and may change;
- PayPal;
- bank transfer.
We do not accept payment through systems not listed here, nor cash on delivery.
3.3. Card security. Your card details are entered directly with the payment provider and never reach our servers. We do not store them and have no access to them. Processing complies with the PCI DSS standard.
3.4. Currency. Prices are shown in euro. If you are viewing the site in another currency, the amount displayed is indicative and converted at the current rate; the amount you will actually be charged is shown before you confirm payment.
3.5. Invoices. If you need an invoice, tick “I would like an invoice” at the address step and fill in your company details — name, company number, VAT number (if registered), address and the responsible officer. We issue the invoice once your order is confirmed and send it to you by email. If you missed the box, write to [email protected] with the same details. You may request an invoice after delivery as well.
3.6. Failed payment. If a payment is declined the order is not placed. If your bank has held an amount, it is released according to that bank's own procedure.
4. Privacy
How we handle your personal data — what we collect, on what basis, who we share it with, how long we keep it and what rights you have — is set out in full in the Privacy Policy, which forms an integral part of these Terms.
In short: we use your data to fulfil your order and to keep you informed about its status. We do not sell it. Analytics and advertising cookies are set only with your consent, which you can withdraw at any time.
5. Cancellation and returns
5.1. The right of withdrawal in distance selling. Consumer law provides a 14-day right of withdrawal for online purchases, but it does not apply to our products on two independent grounds:
- bouquets and arrangements are made to your order once it has been placed — goods made to the consumer's own specification (art. 57(3) of the Bulgarian Consumer Protection Act);
- flowers are goods that deteriorate rapidly (art. 57(4) of the same Act).
We therefore offer the shorter but, in practice, more useful procedure below.
5.2. Cancelling before delivery. You may cancel without giving a reason up to 24 hours before the delivery date (clause 1.9). Everything you have paid is refunded in full.
5.3. Claims after delivery. If you are not satisfied with what was delivered, you may make a claim within 24 hours of delivery by writing to [email protected]. Please attach at least one photograph of the delivered product — we need it to assess the case.
5.4. Partial refund. Having looked at the photographs we will propose compensation and contact you. The agreed amount is refunded within 24 hours of your acceptance.
5.5. Full refund. You are entitled to ask for the full amount you paid. In that case our courier visits the recipient to collect the delivered product, after which the amount is refunded to you.
5.6. How refunds are made. We refund by the same means the payment was made. How quickly the money reaches you depends on your bank or payment provider.
5.7. Delivery that did not happen. If your order was not delivered on the chosen date for a reason we are responsible for, you are entitled to a full refund or to a new date of your choosing.
6. Contact and disputes
Write to us at [email protected] with any question about an order or about these Terms.
If we cannot reach agreement, you are entitled to approach the Commission for Consumer Protection (kzp.bg) or the European Commission's online dispute resolution platform.
Bulgarian law applies to anything not covered here.