Delivery Policy

1) Delivery service and hours

Lanna Bloom delivers flowers in every service zone shown on our website at checkout. Your selected zone determines coverage and any delivery fee.

Service hours: 09:00–20:00 (we do not offer night delivery).

Same-day delivery may be available when you order with enough lead time, the bouquet is in stock, and we have delivery capacity. Orders placed after 18:00 are usually scheduled for the next day; depending on routing and availability, same-day delivery may still be possible in some cases.

How to order: complete your purchase on the website. For custom designs, items not listed online, or extra details before you pay, message us on LINE or WhatsApp and we will walk you through the options.

2) Delivery zones and coverage

We deliver across the zones enabled at checkout. If you are unsure whether an address is served, please contact us before payment so we can confirm availability and any zone-specific fee.

3) Required confirmation in chat

After placing an order on the website, please contact us via LINE / WhatsApp to confirm availability and final delivery details.

Send your order number or order link so we can locate your order quickly. If you have not checked out yet and need a custom quote, you can start the conversation there as well.

4) Address and contact details

Customers are responsible for providing accurate delivery information, including:

• Recipient name (and phone number if available)
• Full address and any access details (building name, floor, room number)
• Delivery notes for the driver (landmarks, parking, gate codes, lobby rules)

If the address or access details are incomplete or incorrect, delivery may be delayed.

If the location you gave does not match the zone or address we agreed at checkout—for example the real drop-off is farther away, in a different zone, or needs a full reroute or second attempt—and that costs us extra, we will contact you to explain the situation. Any additional delivery or handling fee must be approved by you before we proceed (for example via chat and payment of the difference). If we cannot agree on the extra cost, options may include canceling the order subject to the cancellation rules below.

5) Delivery to condos, hotels, hospitals, and workplaces

We can deliver to condos, hotels, hospitals, and workplaces when access is allowed.

Please include any required details (room number, reception instructions, ward/unit, visitor rules). Some locations may restrict deliveries; in such cases we may need a contact person to receive the bouquet.

6) Recipient unavailable / delivery issues

Handover when the driver arrives. The customer who placed the order and the recipient share responsibility for having someone accept the bouquet promptly when the driver reaches the delivery address—or the agreed handover point (for example lobby, reception, or building entrance).

• Target: please meet the driver and take the flowers within 15 minutes of arrival, or within 15 minutes of the driver’s first successful contact with you or reception at that location, whichever applies.
• Maximum driver wait: our courier will not remain on site longer than 30 minutes in total while waiting for access, security checks, or handover. The 15-minute window is the standard we expect; on-site waiting must not exceed 30 minutes so other deliveries stay on schedule.
• If extra time on site is due to the customer or recipient (for example very slow lobby approval you could have arranged in advance, the recipient arriving late, or repeated missed calls after reasonable attempts), we reserve the right to charge an additional driver waiting or return fee. We will tell you the amount when we can, usually via chat, before or as soon as that cost is clear.

If the recipient is unavailable or the driver cannot access the delivery location:

• We will attempt to contact the customer/recipient using the provided contact details.
• If delivery cannot be completed, we may return the bouquet or arrange redelivery where possible.
• Additional delivery fees may apply for redelivery or changes caused by incorrect details, access restrictions, failed delivery attempts, or waiting beyond the limits above when the delay is not on our side.

7) Delivery timing and time windows

Customers can choose a preferred time window. Exact timing may vary due to traffic, weather, local conditions, and delivery routing. We will follow the requested window as closely as possible.

8) Proof of delivery

For quality and delivery confirmation, we may take a photo at the delivery location (for example: bouquet at reception, with the recipient, or at the door when permitted).

We will avoid capturing sensitive personal details when possible.

9) Delays and force majeure

Unexpected delays may occur due to traffic, heavy rain, road closures, local restrictions, or other events outside our control. In such cases, we will communicate updates via chat.

10) Changes, cancellations, and refunds

If you need to change delivery details or cancel, contact us as soon as possible with your order number/link. Changes or cancellations are handled based on preparation stage, assigned driver status, and delivery progress.

Once bouquet preparation or dispatch has started, full refunds may not be available. Additional costs may apply for rerouting or re-delivery caused by customer-requested changes after confirmation.

Credit card payments: If you cancel an order and a refund is approved, a 6% processing fee applies to the refunded amount for all credit card transactions. This covers non-refundable card-processing costs. Other payment methods follow the rules described in our refund policy.

Please see: Refund / Replacement / Cancellation Policy.