Orders and Acceptance of Orders

When you make an order, you are making an offer to purchase, and such an offer is subject to acceptance by us. Your receipt (email/SMS/push notification) of an order confirmation from us does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. We reserve the right at any time, after receiving your order, to accept or decline or cancel your order (in whole or in part) for any reason whatsoever. We may require additional verifications or information before accepting any order. In the event of a purchase, you will be required to accurately provide the recipient’s name and shipping address. You agree that, if Surprise Hours cancels all or a part of your order, your sole and exclusive remedy is either that:

(a) Surprise Hours will issue a credit to your credit/debit card or bank account in the amount charged for the cancelled portion (if your account card has already been charged for the order) or

(b) Surprise Hours will not charge your credit/debit card or bank account for the cancelled portion of the order.

For your convenience, Surprise Hours accepts Visa, Master Card, Maestro, Debit Card and UPI, Digital wallets, Loyalty points. Notwithstanding anything contained herein, any and all payments made by the above-mentioned options, either through payment gateway on the Surprise Hours website or through Surprise Hours mobile application, are subject to specific terms and conditions of such third party payment gateways.

Substitution Policy

Since flower arrangements are hand-made, there may be a slight variation from the picture shown. Occasionally, the substitution of flowers is necessary due to temporary and/or regional unavailability issues.

Every cake we offer is handcrafted and since each chef has his/her own way of baking and designing a cake, there might be slight variation in the product in terms of design and shape. Occasionally, the substitution of flavours/designs is necessary due to temporary and/or regional unavailability issues.

In such cases, our experienced team will ensure we deliver the product as close as possible to the description/photograph shown and will only substitute items of equal or higher value.

In an event where a product that you have ordered is out of stock or unavailable, we will contact you to give an option of an alternate product. If we are unable to get in touch with you, we will proceed with sending you the alternate product since we know that you are sending it to your loved one(s) on a special occasion and we would not want anything to dampen the spirit of the occasion.

Order Modification/Cancellation Policy

There are some orders which we are unable to accept and can be cancelled by our side. We reserve the right to cancel any order for any reason, like under any unforeseen circumstances that may come in the way of your order that may be limitations on quantity available for purchase, error in product(s) or pricing information, or limitations of our credit department.

Before accepting any order, we need to have some details and information from your side. Before cancelling any order, we will contact you.

Same-day orders are processed immediately, and usually cannot be modified/cancelled. However, in case you want to modify/cancel an order, you can reach us on +91-7987949023 (08:00 hours to 22:30 hours, 7 days a week). If the order has not been prepared or is not out for delivery, we will try to modify/cancel the order for you. If the order has already been prepared/dispatched, it cannot be cancelled/modified and you will be charged for the order.

In other cases of order modification/cancellation, please give at least 24 hours advance notice.

Order/Delivery Confirmation E-mail and SMS

Shortly after you place an order, you will receive an Order Confirmation e-mail and SMS which will include all the details of your order, including the order number which will be required in the event you need to contact Surprise Hours.

In case you have not received an Order Confirmation e-mail and SMS, please call on +91-7987949023 (08:00 hours 22:30 hours, 7 days a week) or write to us at info@surprisehours.com

You will also receive a Delivery Confirmation e-mail and SMS when your order has been delivered.

Shipping & Delivery Policy

Flowers may be delivered in fully bloomed, semi-bloomed or bud stages.

  • For same-day standard time delivery, orders must be received by Surprise Hours before 6:00 pm, Monday – Sunday, IST.
  •  For same-day fixed time delivery, orders must be received by Surprise Hours before 6:00 pm, Monday – Sunday, IST.
  •  For same-day midnight delivery, orders must be received by Surprise Hours before 6:00 pm, Monday – Sunday, IST.

You acknowledge that the requested delivery time is non-binding. The estimated delivery time depends on the availability of the product and the destination to which you want the product to be delivered.

Delivery may take longer due to:

  1. Bad weather
  2. Political disruptions
  3. Other unforeseen circumstances

In such cases, we will proactively reach out to you. Please check your E-mails and SMS regularly for updates.

Before major occasions, we suggest that you place your order at least five days in advance.

Products that are hand delivered cannot be delivered along with courier products.

For perishable items like cakes and flowers, we attempt delivery of your order only once. In the event the delivery is not executed during the attempt, you shall still be charged for the order and no re-delivery will be possible. We will consider the order executed in the below cases:

  • Wrong shipping/delivery address.
  •  Recipient not available.
  •  Premises locked.
  •  Recipient refusing to accept the delivery.

In case if the recipient is not available, he/she can inform the delivery person to deliver the order to the gate/reception/neighbour.

Proof of delivery will be provided in case of any dispute in delivery.

Deliveries are made on Sundays and on Public Holidays for products that are delivered by hand.

If there is no one available at the shipping addresses to accept the delivery of your order at the time of delivery, the order will not be considered late. Hence in such cases, no refunds, cancellations, liability can be made. We will surely try our best as mentioned below-

  • Call the recipient to schedule an appropriate delivery time.
  •  Leave a note on the recipient’s door asking them to contact the florist to schedule a delivery time.
  •  Leave the bouquet/arrangement in a covered, secure area of the home (porch, garage, or other entrance)
  •  Leave the bouquet/arrangement with a neighbour and place a message on the recipient’s door with this information.

Midnight Deliveries

Subject to the other terms of the Shipping Disclaimer, delivery will be made between 11.00 PM to 11.59 PM on the chosen delivery date.

Note: Please choose the date of delivery a day prior to the date of the occasion.

Fix Time Deliveries

We cannot commit the exact time for delivery. Subject to the other terms of the Shipping Disclaimer, the order will be delivered +30 or -30 minutes as per selected time.

Delivery of Courier Products

Notwithstanding anything contained in the Shipping Disclaimer or in the Terms and Conditions, in the event the order is made to deliver through any courier agency or any third party, Surprise Hours does not make any representation or warranty in relation to the delivery of such order.

The products will be delivered through Blue Dart or any other courier company and the delivery made by them are subject to the Terms and Conditions of such courier companies.

For products that are shipped using the services of our courier partners, the date of delivery is an estimate. Your order may be delivered a day prior or a day after the chosen date of delivery.

You acknowledge that the requested delivery date is non-binding. The estimated delivery date depends on the availability of the product and the destination to which you want the product to be shipped.

Our courier partners do not call prior to delivering an order, so we recommend that you provide an address at which someone will be present to receive the package. The delivery cannot be redirected to any other address.

No deliveries are made by third party courier agencies on a Sunday and Public Holidays.

All courier orders are carefully packed and shipped from our warehouse. Soon after the order has been dispatched, you will receive a tracking number that will help you trace your order.

Courier partners sometimes have some delays due to holidays and strikes.

In case if the recipient is unavailable, we will attempt delivery twice and in case the delivery location is incorrect or the recipient refuses to take the delivery, the delivery shall be deemed to have been made. The courier company will attempt to deliver the package twice before the parcel returns back to the point of origin.

In the event the delivery is not executed during the attempts, you shall still be charged for the order.

We will consider the order executed in the below cases:

  • Wrong shipping/delivery address.
  •  Recipient not available.
  •  Premises locked.
  •  Recipient refusing to accept the delivery.

In case if the recipient is not available, he/she can inform the delivery person to deliver the order to the gate/reception/neighbour.

Delivery to Hospitals Policy

The florists in our Surprise Hours network are experienced at making deliveries to hospitals. When placing your order, please be sure to include:

Hospital name

Full address of the hospital

Telephone number of the hospital

The name of the recipient

Room number or ward of the recipient

We will send your order in accordance with facility procedures, as most hospitals do not allow florists to personally deliver to individual rooms. Please note that many ICU patients are not permitted to receive flowers. Please check with the hospital before placing your order.

Delivery to Hotels Policy

The florists in our Surprise Hours network are experienced at making deliveries to hotels. However please be aware to make the following information available:

Hotel nameFull address of the hotel

Telephone number of the recipient and the hotelThe name of the recipientRoom number of the recipient

Name of Tour Company, if applicable

If the recipient has not checked in at the hotel on the delivery date, the order will be left at the reception and the order will be assumed as executed. If the person has checked out of the hotel by the delivery date, the order will be assumed as executed and no refund will be made in such cases.

Delivery to Wedding Halls/Marriages Policy

For delivery of order items to Wedding Ceremonies/ Marriage Halls, we may not be able to assure the delivery to the bride and/or bridegroom. However, we shall ensure that the delivery is made to one of the responsible member of the host.

Delivery to Hostels/PG/Cantonment/Enclosed Premises

Our florists are experienced at making deliveries to hostels/PG/Cantonment/Enclosed Premises. However, please be aware to make the following information available:

Hostel nameFull address of the hostelTelephone number of the recipient and the hostel

The name of the recipient

Room number of the recipient

The recipient needs to either come to the gate of the premises to collect the delivery or send someone on his/her behalf after coordinating with the delivery person. The order can be handed over to security/any other responsible person or the order will be left at the reception and the order will be assumed as executed.

Delivery at Remote Locations and Towns

Orders can be delivered only in the cities mentioned in the List of Serviceable Cities.

Please note that flowers, cakes and other perishable products are sourced locally at the delivery location.

We can’t commit an exact time of delivery.

Correct address and contact number is a must of the recipient for placing the order.

No deliveries would be done on National Holidays. The delivery of the same would be done on the next working day. In case of floods/ heavy rains/ National Bandh/election dates/ curfews/ traffic jams/ festival times/regulated traffic movements or any other impediments that may restrict the delivery of the order. Surprise Hours reserves the right to reschedule the delivery to another date.

The delivery of the products/items ordered will be attempted only once at the address as provided in the order received by Surprise Hours. In the event the delivery is not executed due to any reason whatsoever not attributable to Surprise Hours, the customer shall still be charged for the order and no redelivery or refund will be made by Surprise Hours. The order will be deemed executed and delivered in the following events:

  • Delivery not done due to the wrong address.
  •  Recipient not available.
  •  Premises locked.
  •  Wrong/incorrect phone or mobile or extension number / not working / no reply or not connecting /not reachable.
  •  Recipient refused the products.
  •  Delivered the product at the Gate/Reception/Neighbourhood.

Delivery to railway stations, Metro stations and airports

We do not deliver to railway stations, Metro stations and airports.

Duplicate Orders

If you have placed two or more identical orders by mistake, please let us know about it. We will give a full refund for the duplicate order, provided that the order has not been prepared or delivered.

If we find that the same order has been made twice, we will try to contact the customer to confirm the order. If the customer is not contactable, we will take the decision on your behalf and that will be final.

Payment Terms

You agree to pay the price applicable for the product or service on our website at the time you submitted your order (Product Price), the delivery fees for the delivery service you select, if any (Delivery Fees), or any applicable taxes (defined below). You will be solely responsible for payment of all taxes (other than taxes based on Surprise Hours’s income), fees, duties, and other governmental charges, and any related penalties and interest, arising from the purchase of the products and services (Taxes) not withheld by Surprise Hours.

All payments are non-refundable (except as expressly set forth in the Terms and Conditions). We reserve the right to charge late fees on all due payments equivalent to the lesser of 1.5% per month on the unpaid balance or the highest rate allowed under Applicable Law. You agree to pay for all collection costs, attorney’s fees, and court costs incurred in the collection of past due amounts.

Discounts are applicable only on a minimum cart value of Rs. 500 and above.

“Convenience Charge” has been levied by the company for the facilitation of choosing a product/s and book for delivery, anywhere in India, without visiting our physical store. This covers the company’s Internet and system handling costs.

Such Convenience charges are correlated to the Order value.

Payment Details

Order delivery is totally subjected to the payment credited in Surprise Hours A/C. unless payment is received by us, the order will not be processed.

Online: Customers can place orders on the website and make the payment through below mentioned modes of online payment Debit Cards, Credit Cards, Net banking, UPI.

State Bank of India

Beneficiary Name : Sheikh Shoeb

Beneficiary Account Number : 20288091922

IFSC Code : SBIN0007065

UPI

Beneficiary Name : Sheikh Shoeb

Beneficiary UPI Id : sheikhshoeb194@oksbi

PhonePe

Beneficiary Name : Sheikh Shoeb

Beneficiary Phone Number : +918889844180

GooglePay

Beneficiary Name : Sheikh Shoeb

Beneficiary Phone Number : +918889844180

Paytm

Beneficiary Name : Sheikh Shoeb

Beneficiary Phone Number : +918889844180

Communications

You agree to receive communications from us by e-mail, SMS or any other communication made electronically, verbally or physically through post. You agree that all agreements, notices, disclosures and other communications that Surprise Hours provides to you by e-mail or in any other aforementioned mediums satisfy any legal requirement that such communications be in writing.

In some cases, we will be contacting the recipient before delivery. If you wish we do not contact the recipient, please call our Customer Care at +91-7987949023 and notify them about the same.

Since we are in an occasion-based gifting business, we would like to remind you in a future year(s) for the same occasion. You give your consent for us to contact you through SMS, phone call and email on your registered phone number and email id, to assist you with our free Occasion Reminder Service.

Feedback and Suggestions

At Surprise Hours, we make every effort to ensure that you receive excellent products and services. We strive hard not only to meet but exceed your expectations. If at any time, you experience problems with an order or are not happy with our service, you can call us on +91-7987949023 (08:00 hours-22:30 hours, 7 days a week) or write to us at info@surprisehours.com

Your feedback and suggestions are important to us.

Note: Complaints need to be made within 48 hours from the time of delivery, after which we will not be able to register any complaints. Complaints against non-delivery needs to be made within 15 days from the date of delivery, after which we will not be able to register any complaints. In case of a defective or a bad quality product complaint, we will replace it. For quality purposes, we might have to get a reverse pick up done for that product, before we can get a redelivery done.

Returns and Refund Policy

No returns are allowed. However, in case of a wrong or a defective product that has been sent, do let us know at the earliest. You can write to us at info@surprisehours.com or call us at +91-7987949023 (08:00 AM-10:30 PM, Monday-Sunday).

Surprise Hours is not responsible and does not guarantee a refund for cases where:

  • Flowers, plants, fruits, sweets, gift products and preserved items are delivered to an incorrect address provided by the sender.
  •  Unsuccessful deliveries arising from the recipient not being present at the time of delivery at the address provided by the sender or the recipient refusing to accept the delivery.
  •  Product quality problems caused by improper handling of the product.

A full refund for cancellations is allowed if made 24 hours or more prior to the scheduled delivery date.

In the event that we are unable to supply all or part of your order (the product or any substitute product to you at all), we shall notify you as soon as possible and reimburse your payment.

Online refund is credited directly through the mode from which the customer has paid the money within 24 working hours.Once processed by Surprise Hours, a refund takes 7-10 business days to reflect in your accountOffline refund is credited once the customer shares the bank details post which takes 7 to 10 working days.

Exchanges

It will not be possible for us to accept any request for product exchanges.

Damaged/Defective Products

If any product received by you is damaged/defective, you can let us know the same. You can call us at +91-7987949023 (08:00 hours 22:30 hours, 7 days a week) or send us an e-mail with the photographs of the same at info@surprisehours.com, within 48 hours of receiving the product. We will either deliver to you the new product or refund the amount to you. Subject to the Terms and Conditions, once the refund is initiated by Surprise Hours, it takes 7-10 business days for the refund amount to reflect in your account.