Please read these Terms and Conditions carefully before proceeding. By placing an order on the website or when ordering through our call center and customer
services team, you are agreeing to the below terms and conditions.


Ninth Avenue Flowers reserves the right to reject any order without giving reasons. In the event of
rejection, we will refund or cancel any payments received via the payment method used to place the
order. All orders must be paid for in full before the order can be processed. Failure to pay by the
specified cut-off time may result in the order being cancelled.

Customer and Recipient information

We will require valid contact information for you when you place your order so that we can
communicate with you about your order. Please remember that we value your privacy and will never
release, rent, or sell your private information.
It is your responsibility to ensure that you provide us with accurate recipient information on your
order. We cannot be held responsible for a failed delivery if we do not receive the correct address
and contact details for the recipient.

To facilitate the shipment process, you will need to provide us with the following information:
  • Your email address – We use this information to provide a better customer experience by sending you order confirmations and delivery confirmations. We may also need to contact you in the event that there is a challenge with your order.
  • Please ensure that your email address is accurate.
    Your full name – We will use this information when communicating with you.
    Your telephone number (and mobile number where possible) – We use this information to contact you in the event of problems with the order such as payment failures or delivery issues.
  • Recipient’s full name, address, and contact numbers – We require this information in order to deliver the flowers you have ordered. It is vital that the recipient’s address and contact numbers are accurate.
  • Failure to provide us with a valid delivery address and the correct recipient details may result in an order delay in delivery and/or receipt at the destination.
  • Please check all spelling carefully as we may not be able to amend spelling errors (especially at busy times).

Payment Options

We only accept 100% payment and advance only before shipment but are willing upon request to
split the payment into installments before we ship especially for wedding flowers and event flowers

who book early for an order to be delivered later and want to start paying slowly. Unfortunately,
installments after delivery or COD (Cash on Delivery) are not accepted.

Delivery Information

Alterations – If you have already sent your order and realize that you need to change something
(perhaps an address or a delivery date), please contact our customer service department [Link to
Contact us page] as quickly as possible. Have all the relevant details to hand, including the order
number, recipient name and address. If the order has not already been dispatched, we should be
able to make any necessary changes.

Busy Periods – Most holidays are very active periods for the delivery of floral products (e.g.
Valentine’s Day, etc) and because of the volume of gifts being delivered during these times, we ask
that you place your order with us as soon as possible, and at least several days in advance of the
delivery date, to help us plan ahead and ensure a successful delivery on the specified date.
We rely on our airline partners for delivery and shipment schedule may be subject to changes based
on availability. We will, however, try to have your consignment reach you as soon as possible and
you will be updated at each stage.

Damaged flowers

Although we do our best to ensure that this does not happen, sometimes flowers may arrive at their
destination slightly damaged. If the recipient receives damaged flowers, please contact us within 24
hours of the delivery time so that we can arrange for one of the following:

 A replacement order on the next available delivery date, or
 A full refund
Refunds and Complaints
Ninth Avenue Flowers offers a 100% satisfaction guarantee. This applies to the products and services
that we (or our fulfillment partners) have direct control over. The guarantee is not applicable to
issues that are outside our control such as incorrect or incomplete addresses provided by the
customer or flowers not cared for properly by the recipient. Please refer to our Flower care section
for more details on how to care for fresh cut flowers.

All complaints must be logged with our customer service department within 24 hours of delivery and
must include a picture of the unsatisfactory product to qualify for a refund. Due to the nature of
perishable items used, all complaints must be valid and within reason. Ninth Avenue Flowers may
question or challenge any complaints and will use professional discretion when dealing with
complaints and issuing refunds. We reserve the right to withdraw the unsatisfactory items for review
and before all refunds can be made.

In the event of non-delivery of floral products on the selected delivery date that is due to the fault of
our own, we will either refund you in full or redeliver your order on a suitable date.

In the event of damaged products being received, we will either refund you in full or redeliver a
replacement for the damaged product(s) on the next shipment.
If we are unable to fulfill your order, we will refund you in full.

Please note that all compensation will be in the form of a full or partial refund against the original
payment. We are unable to provide any other form of financial compensation under any

Special offers

Ninth Avenue Flowers may run promotions and offer certain products at discounted prices from
time to time. These offers are valid from the time that we introduce them to the end date of the
offer only. Should you purchase a product in advance that is subsequently offered at a discounted
rate over the delivery period of your purchase, the price of the product at the time of purchase shall
‘prevail’. We are unable to offer special offer discounts for purchases that have already been made.
As our special offers depend on the availability of products, we may change the terms of special
offers, or withdraw them altogether, at any time, and without prior notice.

We also reserve the right to offer different personalized special offers and promotions and it will
therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Governing Law

This user Agreement is governed by Kenya law and any dispute connected with this agreement is
subject to the exclusive jurisdiction of the Kenyan courts.

Modifications to this agreement and the service
Ninth Avenue Flowers has the right, at its sole discretion, to modify this Agreement or the Service at
any time. Changes in service will be posted on the site, or sent via
e-mail. Continued use of the service now or following posted notices of changes in this Agreement
means that you have accepted and are bound by the changes.


If you wish to contact us by post, our contact address is: P.O Box 40384-00100, Nairobi, Kenya.

Refund Policy

As flowers are perishable goods, all sales are non-returnable. However, we take great pride in the
integrity and quality of our work at Ninth Avenue Flowers, and would like for you to enjoy our
beautiful arrangements as much as we do. If for any reason you are not completely satisfied with the
arrangement you have received, please contact us within 24 hours so we might have the opportunity
to resolve the issue.

What if I am not satisfied?

Your complete satisfaction is our goal. If you are not satisfied with Ninth Avenue Flowers’ service for
any reason, feel free to contact us. We will either refund your money or redeliver a new product.
The choice is yours. Refunds are returned to the payment method on your original purchase and
typically take 24 to 72 hours. We are available to help you with any issue that may come up. Please
give us a call at (+254) 705 424 147 so we may personally help resolve any issue.