1. TERMS & CONDITIONS
1.1 Introduction
“VOWS & WHISPERS ONLINE SELLER” maintains the https://vowsandwhispers.com Website (“Site”).
By accessing, browsing, registering with or placing an order through this Site, you acknowledge that you have read, understood and agreed to these Terms & Conditions and the other policies published on this Site.
1.2 Country of Domicile and Governing Law
United Arab of Emirates is our country of domicile.
Any purchase, dispute or claim arising out of or in connection with this website shall be governed and construed in accordance with the laws of UAE.
The competent courts of the United Arab Emirates shall have jurisdiction, subject to any mandatory provisions of applicable UAE law.
1.3 Eligibility and Minors
Customer using the website who are Minor / under the age of 18 shall not register as a User of the website and shall not transact on or use the website.
1.4 User Account and Confidentiality
User is responsible for maintaining the confidentiality of his account, login details and password and for restricting access to the device used to access the Site. Please notify Vows & Whispers promptly if you become aware of unauthorised account use.
1.5 Products, Flowers and Substitutions
Vows & Whispers sells fresh flowers, floral arrangements, gift products, cakes, personalised items and related products/services. Because flowers and natural products are seasonal and subject to availability, exact shades, varieties and appearance may differ slightly from photographs.
Where a specific flower, packaging item or decorative element is unavailable, we may make a reasonable substitution with an item of similar style, quality and value while preserving the overall character and value of the order. Any material change affecting the essential nature of the order will be communicated where reasonably possible.
1.6 Pricing and Product Description
All prices displayed on the Site are in United Arab Emirates Dirhams (AED) unless expressly stated otherwise. The applicable product price is the price displayed and confirmed at checkout at the time the order is submitted.
Any applicable delivery fees, taxes or additional charges will be displayed before final payment confirmation. We make reasonable efforts to ensure that product descriptions, photographs, availability and prices are accurate. In the event of an obvious pricing or description error, we may contact the customer to correct the order or cancel the affected item and issue any applicable refund.
1.7 Payment
Visa or MasterCard debit and credit cards in AED will be accepted for payment.
The displayed price and currency at the checkout page will be the same price and currency printed on the Transaction Receipt and the amount charged to the card will be shown in your card currency.
Where the cardholder’s account is denominated in a currency other than AED, the issuing bank or card provider may apply its own exchange rate, conversion fee or other charges.
Cardholder must retain a copy of transaction records and https://vowsandwhispers.com policies and rules.
1.8 Sanctions and Restricted Jurisdictions
We will not trade with or provide any services to OFAC and sanctioned countries.
In accordance with the requirements communicated by our banking/payment partners, the following countries must not be available as supported checkout/payment locations: Iran, Cuba, North Korea, Sudan, South Sudan, Ukraine, Syria, Russian Federation, Myanmar and Yemen. Payments associated with prohibited countries or currencies may be declined or cancelled.
1.9 Order Acceptance
Submitting an order constitutes an offer to purchase. An order is accepted when payment has been successfully authorised and Vows & Whispers issues an order confirmation, subject to availability, delivery capacity and the policies published on this Site.
1.10 Multiple Shipments
Where an order is fulfilled through more than one shipment or where multiple bookings or deliveries are requested, the multiple booking / orders / shipments may result in multiple postings to the cardholder’s monthly statement. Any material additional charges will be disclosed before being charged.
1.11 Changes to Website Policies
The Website Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards. Therefore, the Customers are encouraged to frequently visit these sections to be updated about the changes on the website. Modifications will be effective on the day they are posted.
2. PRIVACY POLICY
2.1 Information We Collect
Depending on how you use our Site, we may collect your name, phone number, email address, billing and delivery address, recipient details, order details, personalised message information, transaction references, communications, device/browser information, website usage data and cookie/analytics information.
2.2 Payment Card Information
All credit/debit cards’ details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties.
https://vowsandwhispers.com will not pass any debit/credit card details to third parties.
Full payment-card data is processed through the applicable payment gateway or payment service provider. Vows & Whispers does not intentionally retain complete card numbers or card security codes on its own systems.
2.3 Use of Personal Information
We may use personal information to process and fulfil orders, arrange delivery, communicate with customers and recipients, provide support, manage returns/refunds/cancellations, prevent fraud, comply with legal and regulatory obligations, improve the Site, maintain security and send marketing communications where permitted.
2.4 Necessary Service Providers
We do not sell or rent customer information. Limited information may be shared with couriers, payment providers, website/technology providers or other service providers only where reasonably necessary to process payment, fulfil an order, deliver products, maintain the Site or comply with applicable law.
2.5 Data Security
https://vowsandwhispers.com takes appropriate steps to ensure data privacy and security including through various hardware and software methodologies. However, https://vowsandwhispers.com (website) cannot guarantee the security of any information that is disclosed online.
2.6 Third-Party Websites
https://vowsandwhispers.com is not responsible for the privacy policies of websites to which it links. If you provide any information to such third parties different rules regarding the collection and use of your personal information may apply. You should contact these entities directly if you have any questions about their use of the information that they collect.
2.7 Data Retention and Requests
Personal information is retained only for as long as reasonably necessary for order fulfilment, customer support and applicable legal, accounting, tax, dispute-resolution or regulatory requirements. Subject to applicable law, customers may contact vowsandwhispers@gmail.com with requests concerning access to or correction of personal information.
2.8 Privacy Policy Updates
The Website Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards. Therefore, the Customers are encouraged to frequently visit these sections to be updated about the changes on the website. Modifications will be effective on the day they are posted.
3. COOKIE POLICY
3.1 What Cookies Are
Cookies are small text or data files stored on or accessed through your computer, mobile device or browser. They help websites operate, remember preferences, maintain shopping-cart functions, understand website usage and improve the customer experience.
3.2 Types of Cookies We May Use
- Strictly necessary cookies: required for core Site functions such as security, shopping cart, checkout and remembering privacy choices.
- Functional cookies: help remember preferences and improve convenience and functionality.
- Analytics/performance cookies: help us understand how visitors use the Site so we can improve performance and content.
- Advertising/marketing cookies: may be used, where enabled and legally permitted, to measure campaigns or provide more relevant advertising.
3.3 Third-Party Cookies
Some cookies may be set by third-party providers that support payment processing, analytics, embedded content, social media or other Site functions. Their use of information is governed by their own privacy and cookie policies.
3.4 Managing Cookies
You can manage or disable non-essential cookies through any cookie preference tool made available on the Site and/or through your browser settings. Disabling strictly necessary cookies may prevent parts of the Site, shopping cart or checkout from functioning correctly.
3.5 Cookie Policy Updates
We may update this Cookie Policy from time to time. Changes become effective when posted on the Site. Customers are encouraged to review this policy periodically.
4. DELIVERY POLICY
4.1 Delivery Method
Vows & Whispers delivers orders in the United Arab Emirates using our own delivery arrangements and/or a third-party courier or delivery service. Orders are prepared and packed with reasonable care to preserve their condition during transport.
Please provide a complete delivery address, recipient name and reachable telephone number. Incorrect or incomplete delivery information may cause delays or require an additional delivery attempt and additional fee.
4.2 UAE Delivery Areas and Fees
- Dubai: Free delivery.
- Ajman and Sharjah: AED 50.
- Abu Dhabi, Al Ain and Sharjah Al Dhaid: AED 100.
- Khor Fakkan: AED 120.
Any applicable delivery fee will be displayed or confirmed before the order is finalised. Fees may vary for exceptional locations, urgent delivery, large event orders or special delivery requirements.
4.3 Delivery Time
Standard UAE orders are generally delivered on the selected delivery date/time slot shown or agreed at checkout, subject to product availability, preparation requirements, traffic, weather, access restrictions and other circumstances outside our reasonable control.
For orders requiring advance preparation, personalised items, cakes, event services or large floral installations, the applicable timing will be confirmed separately.
4.4 International Delivery
International delivery is not offered unless specifically made available and confirmed at checkout or in writing by Vows & Whispers. If international delivery becomes available, the relevant destination, delivery fee and estimated delivery time will be disclosed before payment.
4.5 Delivery Confirmation and Proof of Delivery
Delivery is considered completed when the order is handed to the recipient, an authorised person at the delivery address, reception/security staff where reasonably appropriate, or otherwise delivered in accordance with customer instructions.
Where available, we will retain reasonable proof of delivery, which may include a recipient signature, courier confirmation, delivery photograph, digital status confirmation, recipient acknowledgement or other delivery record. Please keep the proof of delivery receipt signed and confirmed by the customer where a signed receipt is used.
4.6 Failed Delivery
If delivery cannot be completed because the recipient is unavailable, the address is incorrect, access is denied or the recipient cannot be reached, we will make reasonable efforts to contact the customer or recipient. A re-delivery fee may apply. Perishable products may not be eligible for refund where delivery failure results from incorrect customer information or recipient unavailability.
5. PAYMENT CONFIRMATION
Once the payment is made, the confirmation notice will be sent to the client via email within 24 hours of receipt. The confirmation may include the order number, products/services ordered, amount paid and delivery information.
If you do not receive a confirmation within 24 hours, please contact vowsandwhispers@gmail.com or +971 50 260 9489.
6. REFUND POLICY
6.1 Eligible Refunds
Refund requests will be assessed in accordance with the nature of the product, the circumstances of the order and applicable UAE consumer protection requirements. A refund, replacement or other appropriate remedy may be offered where an order is materially defective, damaged on arrival, incorrect, incomplete or otherwise not supplied as confirmed, subject to reasonable verification.
Because fresh flowers, cakes and other perishable/customised products can deteriorate or cannot reasonably be resold, change-of-mind refunds are generally not available once preparation has started or the order has been delivered, except where required by applicable law.
6.2 Reporting a Problem
Please contact us as soon as reasonably possible after delivery at vowsandwhispers@gmail.com or +971 50 260 9489 and provide the order number, description of the issue and clear photographs where relevant. Prompt reporting helps us investigate and provide an appropriate remedy.
6.3 Refund Method and Processing Time
Refunds will be done only through the Original Mode of Payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.
Once a refund has been initiated by Vows & Whispers, the time taken for the funds to appear in the customer’s account is controlled by the payment provider and issuing bank.
6.4 Non-Refundable Charges
Delivery, courier and handling charges are generally non-refundable once the relevant delivery service has been performed, unless the refund is required because of an error attributable to Vows & Whispers or applicable law requires otherwise.
7. RETURN POLICY
Due to the perishable nature of fresh flowers, cakes and certain gift products, physical returns are generally not practical after delivery. If a product is damaged, incorrect, materially defective or does not reasonably match the confirmed order, please notify us as soon as reasonably possible so that we can assess a replacement, partial refund or full refund, as appropriate.
For non-perishable products that are accepted for return, the product must be unused, untampered with, sealed where applicable and in its original packaging. Return authorisation must be obtained from Vows & Whispers before sending any item back.
We reserve the right to refuse a return where the product has been used, altered, damaged after delivery or otherwise does not meet the applicable return conditions, except where mandatory consumer rights apply.
Shipping and handling fees are non-refundable except where the return is due to an error attributable to Vows & Whispers or where required by law.
8. CANCELLATION POLICY
Customer can cancel their order/requested services within 24 hours of placing the order, provided preparation, sourcing, personalisation, dispatch or performance of the service has not already started.
For same-day, next-day, personalised, made-to-order, event or perishable-product orders, cancellation may not be possible once preparation or procurement has begun. Where cancellation is accepted, refunds will be made back to the payment solution used initially by the customer. Please allow up to 45 days for the refund transfer to be completed, depending on the issuing bank.
If an order cannot be fulfilled by Vows & Whispers, we will contact the customer and arrange an appropriate replacement, rescheduling or refund.
9. CONTACT US
VOWS & WHISPERS Online Seller is a licensed online seller registered in Dubai, United Arab Emirates.
For questions regarding orders, payments, deliveries, cancellations, refunds, returns or other customer-service matters, please contact us using the details above.
