Delivery, Returns and Refund Policy

Effective from: 1 July 2026

1. Introduction

At Dersan, we take great care in presenting and delivering fresh flowers, plants, gift baskets and related products.

Because many of our products are fresh, seasonal and perishable, specific conditions apply to delivery, changes, cancellations, returns and refunds.

This policy explains how we handle deliveries, failed delivery attempts, order changes, cancellations, product variations, complaints and refund requests. By placing an order with Dersan, you accept this policy.

Dersan is operated by Gittes Blomster, who supplies all flowers and products displayed on the website and is the rightful owner of this website.

Gittes Blomster
Langgade 138, 9490 Pandrup
CVR: 45117510

For questions regarding the website, please contact: info@dersan.dk

2. Delivery

Dersan currently offers delivery only within selected postcode areas in North Jutland (Nordjylland), Denmark.

Delivery availability is automatically determined during checkout based on the postcode entered by the customer. Orders can only be placed for addresses within our active delivery area.

Customers are responsible for ensuring that the delivery address, postcode and recipient information are accurate before completing their purchase.

Orders must be placed no later than 8:00 PM (20:00) on the day before the requested delivery date.

Orders placed after 8:00 PM (20:00) will automatically be scheduled for the next available delivery day.

Deliveries are available Monday through Saturday.

Dersan does not deliver on Sundays or Danish public holidays.

While we make every effort to deliver orders on the requested delivery date, delivery times cannot be guaranteed and may vary due to traffic conditions, weather, operational circumstances or other unforeseen events.

If a customer provides an incorrect delivery postcode or address that falls outside Dersan's delivery area, the order cannot be fulfilled. Any costs already incurred in processing, preparing or attempting to fulfil the order may be deducted from any refund, at Dersan's discretion.

Dersan reserves the right to refuse or cancel any order that cannot reasonably be completed due to incorrect delivery information or delivery outside our service area.

3. Delivery Tracking

To provide a transparent and reliable delivery experience, Dersan offers real-time delivery notifications for every order.

When your order has been collected from the florist by our delivery driver, you will automatically receive an email confirming that your order is on its way.

This email includes a live tracking link, allowing you to follow your delivery in real time and view the estimated arrival of our driver.

Once your order has been successfully delivered, you will automatically receive a delivery confirmation by email.

Where applicable, the delivery confirmation may include the delivery time and proof of delivery, including a photograph taken by our driver at the delivery location.

These notifications are provided to keep customers informed throughout the delivery process and to ensure transparency for both the sender and the recipient.

4. Recipient Not Available

If the recipient is not available at the time of delivery, our driver will leave the flowers in a safe place whenever possible.

If the customer has specifically instructed Dersan not to leave the flowers unattended, the order will be returned to Dersan.

If the flowers are returned, the customer must contact our Customer Service to arrange a new delivery. An additional delivery fee will apply for each new delivery attempt.

The original floral arrangement will be re-delivered whenever possible.

If the customer delays arranging a new delivery and the flowers deteriorate due to the passage of time, Dersan cannot guarantee the freshness or quality of the flowers. In such cases, the customer accepts full responsibility for any reduction in quality, and no refund or replacement will be offered.

If the recipient is unavailable and the flowers are left in a safe place in accordance with the customer's instructions or our delivery policy, the delivery will be considered successfully completed.

5. Incorrect Address & Contact Information

Customers are responsible for providing complete and accurate delivery information, including the recipient's name, delivery address, postcode and telephone number.

If the delivery address contains a minor error but our driver is able to identify the correct location within the same local area without significant delay, Dersan may complete the delivery at its discretion and without additional charge.

If delivery cannot be completed because the address, postcode or contact information provided is incorrect, incomplete or misleading, our driver will make every reasonable effort to contact the recipient using the telephone number provided with the order.

If the recipient cannot be reached or the telephone number is incorrect, invalid or unavailable, the order will be returned to Dersan.

A new delivery can be arranged by contacting our Customer Service. An additional delivery fee will apply for each new delivery attempt.

As flowers are fresh and perishable products, Dersan cannot guarantee the original freshness or quality of the flowers following a failed delivery caused by incorrect customer information. Any deterioration in the condition of the flowers resulting from such delays is the responsibility of the customer.

Customers are responsible for ensuring that all delivery information is correct before completing their order.

6. Changes to Delivery Details

Customers may request changes to the delivery address, recipient information or delivery instructions at any time before the order has been collected by our driver.

Once the order has been collected from the florist and is out for delivery, we cannot guarantee that changes can be accommodated.

If a requested change results in additional travel time, a different delivery area or extra delivery costs, an additional delivery fee may apply.

If a delivery address is changed after the flowers have been prepared, Dersan will make every reasonable effort to complete the delivery. However, we cannot guarantee the original delivery time.

Customers are responsible for ensuring that any requested changes are communicated to Dersan before the order leaves the florist.

7. Changes to Delivery Date

Customers may request a change to the scheduled delivery date at any time before the flowers have been prepared.

If the flowers have already been prepared, Dersan will make every reasonable effort to accommodate the requested change.

Customers acknowledge that fresh flowers are perishable products. If a delivery is postponed after the flowers have been prepared, Dersan cannot guarantee that the flowers will maintain their original freshness or condition.

Any deterioration in the quality or appearance of the flowers resulting from the postponed delivery is the responsibility of the customer. In such cases, Dersan is not obligated to provide a refund, replacement or compensation.

If the requested change cannot reasonably be accommodated, Dersan reserves the right to decline the request while fulfilling the order on the originally agreed delivery date.

8. Funeral Deliveries

Funeral flower deliveries require accurate and complete information to ensure timely delivery before the scheduled service.

When placing a funeral order, customers are responsible for providing:

The correct name of the funeral home, church or cemetery.
The full delivery address.
The date of the funeral or memorial service.
The exact time of the ceremony.
The name of the deceased, where applicable.

Dersan will make every reasonable effort to ensure that funeral flowers are delivered before the scheduled ceremony.

If incorrect, incomplete or late information provided by the customer prevents timely delivery, Dersan cannot be held responsible for any resulting delay or failed delivery.

If changes to the funeral details become necessary, customers should contact Dersan as soon as possible. While we will make every reasonable effort to accommodate such changes, we cannot guarantee that modifications can be made once the flowers have been prepared or the order has been collected for delivery.

Due to the time-sensitive nature of funeral deliveries, customers are encouraged to place their orders as early as possible to ensure the best possible service.

9. Order Cancellations

Customers may cancel their order free of charge until 8:00 PM (20:00) on the day before the scheduled delivery date, provided that the flowers have not yet been prepared.

Once the flowers have been prepared, the order can no longer be cancelled or refunded, as all floral arrangements are made to order using fresh and perishable products.

Cancellation requests must be submitted before the applicable deadline by contacting Dersan Customer Service.

If an order has already been collected by our delivery driver or is out for delivery, it cannot be cancelled.

If a cancellation is approved, any eligible refund will be processed using the original payment method within a reasonable period of time.

Dersan reserves the right to deduct any costs already incurred in preparing or processing the order where permitted by applicable law.

10. Product Variations

Flowers are natural, seasonal products, and availability may vary throughout the year.

While Dersan always strives to create arrangements that closely match the product photographs displayed on our website, slight variations may occur depending on seasonal availability and the stock available at the preparing florist.

The main flowers, overall colour palette, size, shape, and style of the arrangement will always be maintained.

Where necessary, decorative flowers, foliage or other complementary elements may be substituted with similar materials of equal or higher quality to ensure the arrangement remains as close as possible to the original design.

Such substitutions do not constitute a defect and do not qualify for a refund or replacement.

The product photographs displayed on our website are intended to represent the overall style and quality of the arrangement. As each floral arrangement is handcrafted, every order is unique and minor natural variations should be expected.

11. Returns & Refunds

Due to the perishable and handcrafted nature of our floral products, Dersan does not accept returns or offer refunds simply because a customer changes their mind or is dissatisfied with the appearance of a delivered arrangement.

Refunds, replacements or other appropriate remedies will only be considered in the following circumstances:

The wrong product was delivered.
The product was significantly damaged before or during delivery.
The delivered product differs substantially from the confirmed order.

To ensure transparency and protect both our customers and Dersan, our delivery drivers photograph every order at the delivery location immediately before or at the time of delivery.

These photographs serve as official proof of the condition of the product upon delivery and may be used when assessing complaints, refund requests or delivery disputes.

If our delivery photographs confirm that the flowers were delivered in good condition, Dersan reserves the right to reject claims relating to damage, deterioration or loss of quality occurring after delivery.

Flowers are natural and perishable products that require proper care. Dersan cannot accept responsibility for deterioration caused after successful delivery, including but not limited to exposure to heat, cold, direct sunlight, lack of water or improper handling.

If a delivery is unsuccessful due to incorrect delivery information provided by the customer, the recipient being unavailable, or the customer's instruction not to leave the flowers in a safe place, any subsequent deterioration in the flowers is the responsibility of the customer.

Approved refunds will be issued using the original payment method within a reasonable period of time. Where appropriate, Dersan may, at its sole discretion, offer a replacement product instead of a refund.

Refunds will not be provided for minor natural variations in flowers, colours, decorative materials or foliage that are consistent with our Product Variations policy.

12. Complaints

If you believe your order was delivered incorrectly, arrived damaged, or does not substantially match the product ordered, you must contact Dersan within 12 hours of delivery.

To help us investigate your complaint, please provide:

Your order number.
A description of the issue.
Clear photographs of the product received, where applicable.

To ensure transparency, our drivers photograph each order at the time of delivery. These photographs may be used together with the information provided by the customer when assessing any complaint.

If our records and delivery photographs confirm that the order was delivered in good condition and in accordance with the order placed, Dersan reserves the right to reject the complaint.

Complaints submitted more than 12 hours after delivery may not be accepted due to the perishable nature of fresh flowers.

Where a complaint is approved, Dersan will determine the most appropriate resolution, which may include:

A replacement product.
A partial refund.
A full refund.
Another reasonable solution agreed with the customer.

Dersan is committed to handling all complaints fairly, promptly and in accordance with applicable Danish consumer legislation.

13. Force Majeure

Dersan shall not be held liable for any delay, failure or inability to fulfil an order where such delay or failure is caused by circumstances beyond our reasonable control.

These circumstances may include, but are not limited to:

Severe weather conditions, including storms, heavy snowfall or flooding.
Road closures, traffic accidents or other transport disruptions.
Natural disasters.
Government restrictions or emergency measures.
Power failures or communication network outages.
Strikes or other events beyond our reasonable control.

If a delivery cannot be completed due to a Force Majeure event, Dersan will contact the customer as soon as reasonably possible.

The customer will be offered one of the following options:

Delivery on the next available delivery day; or
A full refund if the postponed delivery is no longer required.

Dersan will always make reasonable efforts to minimise delays and keep customers informed throughout the process. However, we cannot guarantee delivery during Force Majeure events and shall not be liable for any indirect or consequential losses arising from such circumstances.

14. Limitation of Liability

Dersan is committed to providing high-quality products and reliable delivery services. We make every reasonable effort to ensure that all orders are prepared and delivered with care and in accordance with the customer's instructions.

To the fullest extent permitted by applicable law, Dersan shall not be liable for any indirect, incidental, consequential or special losses arising from the purchase, delivery or use of our products or services.

This includes, but is not limited to:

Loss of profit or business.
Loss of income or commercial opportunities.
Emotional distress or disappointment.
Missed events or ceremonies resulting from circumstances beyond our reasonable control.
Any indirect or consequential damages.

Dersan shall not be liable for delays, failed deliveries or deterioration of flowers resulting from:

Incorrect or incomplete information provided by the customer.
The recipient being unavailable.
Delays requested by the customer after the flowers have been prepared.
Circumstances covered under the Force Majeure section of this policy.

In all circumstances, Dersan's total liability in connection with any order shall be limited to the amount paid by the customer for the relevant order.

Nothing in this policy excludes or limits any rights or remedies that cannot be excluded under applicable Danish law.