Frequently Asked Questions

FAQ

Search in support subjects.

Orders

Shipping And Delivery

Returns

All you need is a valid e-mail address and a contact phone number. Then you can use our Guest checkout feature to buy on lolaflora. Or, you can create an account, and enjoy our advantageous campaigns that we offer to our registered users.
When you add your product(s) to your cart, the personalized gift note field will appear. Write your note, and it will be delivered as a special gift card. There is also an anonymous card option for our customers who do not want to share their names.
No worries, you can contact us through live chat and we will do our best to fix it.
You can order from our website. Here is some advice to make it easy:

* You can enter a destination city/region on the “Where to Send?” section on the upper left part of the main page. Then, the products available for the selected destination will be listed for you.

* You can enter specific products that you are looking for in the “Search” section located at the top of the page.

* We have prepared extensive special flower collections for several occasions.
You can see the delivery date and time slot selection options when you place an order on our website. If you have a special request on the delivery time, please let us know via e-mail or phone.

You can login to your account or click on this link to check your status order.
You can check the status of your order in our mobile application or in the My Orders section of our website. You can follow all the stages from the preparation of your order to its delivery, by means of the notifications that will be sent to the email that you specified when creating the order.
You can update your order if it is in “New Order” status. In the other order statuses you can only update your invoice information.
If you're a registered user, you can log in to your account and cancel your order on the Recent Orders section. If you're a guest user, please contact us through live chat.
Before your order goes to the preparation stage, you can change the recipient information, the date and the time of shipment in the My Orders section. If you want to make changes to your orders that are in the preparation stage, you can send your request by choosing one of our communication channels on the contact page or click here.
Before your order goes to the preparation stage, you can change the recipient information, the date and the time of shipment in the" My Orders " section. If you want to make changes to your orders that are in the preparation stage, you can send your request by choosing one of our communication channels on the contact page.

We accept payment via credit and debit cards: Mastercard, VISA, PayPal, MIR (Ruble Only), American Express, Discover, JCB, Diners Club.
No, we'll charge only the amount you are confirmed to pay on the checkout page.
We have implemented the highest level of security available for transactions on the Internet. Our payment gateway has 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.
The transactions made on our website will be displayed as "Lolaflora B.V." on your bank statements.
We send your invoice to the email you provided when you placed your order within 7 business days of your request.
You can request your invoice by writing to [email protected]

Unfortunately, orders in "preparation" status cannot be changed, as we depend on a third party to deliver your order.
Shipping costs vary based on our vendor and product, and we also have many products for sale with free shipping.
Most of our products are delivered the same day through our contracted distributors. We also work with different parcel companies. We will send you the guide number of your order, to the email provided at the time of your purchase.
Unfortunately, orders in "shipped" status cannot be canceled. Orders that are in the '' Preparation '' stage can be canceled, except for products that are specially prepared as customizable or perishable.
In case we cannot reach the recipient, you will be notified and asked to select your next delivery slot and we'll deliver your order again. Please check our Terms and Conditions in order to avoid extra delivery fees.
Yes, we have same day delivery option for most of our products. For the products with same day delivery option, please check "Same Day, Every Day" signs under the product listings after you choose the delivery destination.
We cannot give a certain delivery time because of route-dependent mass distributions. For this reason, we can only guarantee that your order will be delivered within the time interval you have selected. The products delivered by cargo are delivered within the stated delivery time frames.
Yes, you will receive a confirmation e-mail and an SMS confirmation when your order is delivered.

For products that are not sent by courier, you can send your request through our communication channels on our Contact Us page.
The amount is refunded to the bank account of the credit or debit card that you used to make the payment.
Hygienic products, cosmetics, personal care products, groceries, perishable or personalized products are not refundable.
We process refunds within a period of three to five business days, but the amount may take up to ten days to appear in your account depending on each bank.
We don't charge any fee when you cancel your order while the status is "New Order". If your order status shown in another stage, please contact us for cancellation of your order.

E-mail: [email protected]
If you're a registered user, you can log in to your account and cancel your order on the Recent Orders section. If you're a guest user, please contact us through live chat.
Unfortunately, orders in "shipped" status cannot be canceled. Orders that are in the '' Preparation '' stage can be canceled, except for products that are specially prepared as customizable or perishable.

Creating an account offers you several benefits including:

* Keeping an order history

* Having a reminder service for the days that you shouldn’t miss

* Being informed about our exclusive catalogues for special days and events.
You can see your order history by signing into your account.
You can change your information from the Edit Profile section on your account.
You can change your password by clicking the Reset Password button
No worries, you can simply click “forgot User ID or password” on your login screen and follow the next steps. If you need more help, we are here: [email protected]
We care about your personal data. You can visit our privacy policy page to get detailed information.

- If your order is delivered on the first 15 days of the month, your invoice will prepare on the three days following the 15th of the relevant month.
- If your order is delivered on the last 15 days of the month, your invoice will prepare on the first three days of the next month.
- Your invoice will be sent to your email address on the specified days if all your information is correct.
For your invoice preparation, this information should be transmitted accurately and completely.
- Postal code
- RFC
- Name and surname information
You can check the accuracy of your information via the link.
You can update your billing information from the My Orders page before your order is delivered. Billing information cannot be changed after your order has been delivered.
You can request an invoice by filling in the billing information from the My Orders page until your order is delivered.
You can request a corporate invoice by selecting the corporate invoice option while creating your order.
Company extensions should not be included in corporate invoice requests.
If you did not request an invoice when creating your order or if you filled in your information incorrectly, your invoice cannot be prepared individually. Once your invoice is prepared as public, it cannot be converted to an individual invoice.
If your order is in the delivered status and you have filled in your billing information completely, you can check your e-mails and spam folder.
If your invoice did not reach your email address within the specified date range, you can contact us through live chat.

[{"question":"Do I need to have a LolaFlora account in order to place an order?","answer":"All you need is a valid e-mail address and a contact phone number. Then you can use our Guest checkout feature to buy on lolaflora. Or, you can create an account, and enjoy our advantageous campaigns that we offer to our registered users.\r\n","deeplink":2000247},{"question":"How can I add a personalized gift note to my order?","answer":"When you add your product(s) to your cart, the personalized gift note field will appear. Write your note, and it will be delivered as a special gift card. There is also an anonymous card option for our customers who do not want to share their names.\r\n","deeplink":2000248},{"question":"I had trouble while placing my order, what should I do?","answer":"No worries, you can contact us through <a href=\"https://assistant.lolaflora.com/?_ga=2.85386329.1340318151.1641453519-550925711.1637894147\">live chat</a> and we will do our best to fix it.\r\n","deeplink":2000249},{"question":"How can I place an order on LolaFlora?","answer":"You can order from our website. Here is some advice to make it easy:\r\n\r\n* You can enter a destination city/region on the “Where to Send?” section on the upper left part of the main page. Then, the products available for the selected destination will be listed for you.\r\n\r\n* You can enter specific products that you are looking for in the “Search” section located at the top of the page.\r\n\r\n* We have prepared extensive special flower collections for several occasions.\r\n","deeplink":2000250},{"question":"How can I select my delivery date and time?","answer":"You can see the delivery date and time slot selection options when you place an order on our website. If you have a special request on the delivery time, please let us know via e-mail or phone.\r\n","deeplink":2000260},{"question":"How can I check my order status?","answer":"You can login to your account or click on <a href=\"https://www.lolaflora.com/en-mx/account/orders\">this link</a> to check your status order.\r\n","deeplink":2000261},{"question":"How can I track my order?","answer":"You can check the status of your order in our mobile application or in the My Orders section of our website. You can follow all the stages from the preparation of your order to its delivery, by means of the notifications that will be sent to the email that you specified when creating the order.\r\n","deeplink":2000262},{"question":"How can I update my order?","answer":"You can update your order if it is in “New Order” status. In the other order statuses you can only update your invoice information.\r\n\r\n \r\n","deeplink":2000268},{"question":"How can I cancel my order?","answer":"If you're a registered user, you can log in to your account and cancel your order on the Recent Orders section. If you're a guest user, please contact us through <a href=\"https://assistant.lolaflora.com/\">live chat.</a>\r\n\r\n \r\n","deeplink":2000269},{"question":"How can I change the day and time of my order?","answer":"Before your order goes to the preparation stage, you can change the recipient information, the date and the time of shipment in the My Orders section. If you want to make changes to your orders that are in the preparation stage, you can send your request by choosing one of our communication channels on the contact page or click <a href=\"https://www.lolaflora.com/en-vn/contact-us\">here</a>.\r\n","deeplink":2002145},{"question":"Can I change my address?","answer":"Before your order goes to the preparation stage, you can change the recipient information, the date and the time of shipment in the\" My Orders \" section. If you want to make changes to your orders that are in the preparation stage, you can send your request by choosing one of our communication channels on the contact page.\r\n","deeplink":2002143},{"question":"Which payment methods are available on LolaFlora?","answer":"We accept payment via credit and debit cards: Mastercard, VISA, PayPal, MIR (Ruble Only), American Express, Discover, JCB, Diners Club.","deeplink":2000251},{"question":"Are there any additional charges?","answer":"No, we'll charge only the amount you are confirmed to pay on the checkout page.\r\n","deeplink":2000252},{"question":"Is it safe to pay with credit card on your website?","answer":"We have implemented the highest level of security available for transactions on the Internet. Our payment gateway has 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing.\r\n","deeplink":2000253},{"question":"How will my transaction be displayed on my bank/card statements?","answer":"The transactions made on our website will be displayed as \"Lolaflora B.V.\" on your bank statements.\r\n","deeplink":2000254},{"question":"How long does it take for my invoice to arrive?","answer":"We send your invoice to the email you provided when you placed your order within 7 business days of your request.\r\n","deeplink":2002131},{"question":"How do I request my invoice?","answer":"You can request your invoice by writing to [email protected]\r\n","deeplink":2002504},{"question":"Can I change my address after my order is given to cargo?","answer":"Unfortunately, orders in \"preparation\" status cannot be changed, as we depend on a third party to deliver your order.\r\n","deeplink":2002132},{"question":"What is the shipping fee?","answer":"Shipping costs vary based on our vendor and product, and we also have many products for sale with free shipping.\r\n","deeplink":2000264},{"question":"What transport companies do we work with?","answer":"Most of our products are delivered the same day through our contracted distributors. We also work with different parcel companies. We will send you the guide number of your order, to the email provided at the time of your purchase.\r\n","deeplink":2002146},{"question":"Can I cancel an order that will be sent by parcel?","answer":"Unfortunately, orders in \"shipped\" status cannot be canceled. Orders that are in the '' Preparation '' stage can be canceled, except for products that are specially prepared as customizable or perishable.\r\n","deeplink":2002147},{"question":"What happens when my recipient cannot be reached during delivery process?","answer":"In case we cannot reach the recipient, you will be notified and asked to select your next delivery slot and we'll deliver your order again. Please check our Terms and Conditions in order to avoid extra delivery fees.\r\n","deeplink":2000263},{"question":"Is there any option for same day delivery?","answer":"Yes, we have same day delivery option for most of our products. For the products with same day delivery option, please check \"Same Day, Every Day\" signs under the product listings after you choose the delivery destination.\r\n","deeplink":2000265},{"question":"Can an order be delivered within a certain time?","answer":"We cannot give a certain delivery time because of route-dependent mass distributions. For this reason, we can only guarantee that your order will be delivered within the time interval you have selected. The products delivered by cargo are delivered within the stated delivery time frames.\r\n","deeplink":2000266},{"question":"Do you send a confirmation e-mail when the order is delivered?","answer":"Yes, you will receive a confirmation e-mail and an SMS confirmation when your order is delivered.\r\n","deeplink":2000267},{"question":"How can I make a return?","answer":"For products that are not sent by courier, you can send your request through our communication channels on our <a href=\"https://www.lolaflora.com/contact-us\">Contact Us</a> page.\r\n","deeplink":2002134},{"question":"How are refunds made?","answer":"The amount is refunded to the bank account of the credit or debit card that you used to make the payment.\r\n","deeplink":2000272},{"question":"What products cannot be returned?","answer":"Hygienic products, cosmetics, personal care products, groceries, perishable or personalized products are not refundable.\r\n","deeplink":2002148},{"question":"How long does it take for LolaFlora to process a refund?","answer":"We process refunds within a period of three to five business days, but the amount may take up to ten days to appear in your account depending on each bank.\r\n","deeplink":2000273},{"question":"How much is charged for cancellations?","answer":"We don't charge any fee when you cancel your order while the status is \"New Order\". If your order status shown in another stage, please contact us for cancellation of your order.\r\n\r\nE-mail: [email protected]\r\n","deeplink":2000270},{"question":"How can I cancel my order?","answer":"If you're a registered user, you can log in to your account and cancel your order on the Recent Orders section. If you're a guest user, please contact us through <a href=\"https://assistant.lolaflora.com/\">live chat</a>.\r\n","deeplink":2001311},{"question":"Can I cancel an order that will be sent by parcel?","answer":"Unfortunately, orders in \"shipped\" status cannot be canceled. Orders that are in the '' Preparation '' stage can be canceled, except for products that are specially prepared as customizable or perishable.\r\n","deeplink":2002133},{"question":"Is it advantageous to have an account on LolaFlora?","answer":"Creating an account offers you several benefits including:\r\n\r\n* Keeping an order history\r\n\r\n* Having a reminder service for the days that you shouldn’t miss\r\n\r\n* Being informed about our exclusive catalogues for special days and events.\r\n","deeplink":2000255},{"question":"How can I check my active and completed orders?","answer":"You can see your order history by signing into <a href=\"https://www.lolaflora.com/account/orders\">your account</a>.\r\n","deeplink":2000256},{"question":"How can I change my account information?","answer":"You can change your information from the <a href=\"https://www.lolaflora.com/account/edit-information\">Edit Profile</a> section on <a href=\"https://www.lolaflora.com/account/orders\">your account</a>.\r\n","deeplink":2000257},{"question":"How can I change my password?","answer":"You can change your password by clicking the <a href=\"https://www.lolaflora.com/account/change-password\">Reset Password</a> button\r\n","deeplink":2000258},{"question":"I forgot my password, what should I do?","answer":"No worries, you can simply click “forgot User ID or password” on your <a href=\"https://www.lolaflora.com/login\">login screen</a> and follow the next steps. If you need more help, we are here: [email protected]\r\n","deeplink":2000259},{"question":"What is privacy policy of lolaflora?","answer":"We care about your personal data. You can visit our <a href=\"https://www.lolaflora.com/privacy-policy\">privacy policy page</a> to get detailed information.\r\n","deeplink":2002433},{"question":"When will the invoice for my Mexico order be sent?\r\n","answer":"<ul>\r\n\t<li dir=\"ltr\">\r\n\tIf your order is delivered on the first 15 days of the month, your invoice will prepare on the three days following the 15th of the relevant month.\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\tIf your order is delivered on the last 15 days of the month, your invoice will prepare on the first three days of the next month.\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\tYour invoice will be sent to your email address on the specified days if all your information is correct.\r\n\t</li>\r\n</ul>\r\n","deeplink":2003721},{"question":"What information is needed to prepare the invoice for my Mexico order?","answer":"For your invoice preparation, this information should be transmitted accurately and completely.\r\n\r\n<ul>\r\n\t<li dir=\"ltr\">\r\n\tPostal code\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\tRFC\r\n\t</li>\r\n\t<li dir=\"ltr\">\r\n\tName and surname information\r\n\t</li>\r\n</ul>\r\n\r\nYou can check the accuracy of your information via the <a href=\"https://agsc.siat.sat.gob.mx/PTSC/ValidaRFC/index.jsf\">link</a>.\r\n","deeplink":2003722},{"question":"Can I make changes to the billing information of my Mexico order?","answer":"You can update your billing information from the <a href=\"https://www.lolaflora.com.mx/en-mx/account/orders\">My Orders page</a> before your order is delivered. Billing information cannot be changed after your order has been delivered.\r\n","deeplink":2003723},{"question":"I did not request an invoice when creating my Mexico order. Can I create an invoice request?","answer":"You can request an invoice by filling in the billing information from the <a href=\"https://www.lolaflora.com.mx/en-mx/account/orders\">My Orders page</a>  until your order is delivered.\r\n","deeplink":2003724},{"question":"Can I request a corporate invoice for my Mexico order?","answer":"You can request a corporate invoice by selecting the corporate invoice option while creating your order.\r\n","deeplink":2003725},{"question":"What should I pay attention to when requesting a corporate invoice?","answer":"Company extensions should not be included in corporate invoice requests.\r\n","deeplink":2003726},{"question":"What is the general public invoice?","answer":"If you did not request an invoice when creating your order or if you filled in your information incorrectly, your invoice cannot be prepared individually. Once your invoice is prepared as public, it cannot be converted to an individual invoice.\r\n","deeplink":2003727},{"question":"An invoice for my Mexico order has not been sent. What should I do? ","answer":"If your order is in the delivered status and you have filled in your billing information completely, you can check your e-mails and spam folder. \r\nIf your invoice did not reach your email address within the specified date range, you can contact us through <a href=\"https://assistant.lolaflora.com/\">live chat</a>.\r\n","deeplink":2003728}]