Delivery

Delivery Policy

Effective Date: September 1, 2025
Last Updated: September1, 2025

At Sarasi Flora, we are committed to delivering your beautiful flowers and gifts safely and on time throughout Sri Lanka. This Delivery Policy outlines our delivery services, coverage areas, timing, charges, and terms to ensure you have a clear understanding of what to expect when ordering from us.

Delivery Coverage Areas

Primary Delivery Zones

Same-Day Delivery Areas:

  • Galle and southern coastal areas
  • Matara and nearby towns

Next-Day Delivery Areas:

  • All major cities across Sri Lanka
  • Provincial capitals and main towns
  • Tourist destinations and hotel zones
  • University towns and educational centers
  • Industrial areas and business districts

Extended Delivery Network

We deliver to all districts in Sri Lanka including:

  • Western Province: Colombo, Gampaha, Kalutara
  • Central Province: Kandy, Matale, Nuwara Eliya
  • Southern Province: Galle, Matara, Hambantota
  • Northern Province: Jaffna, Mannar, Vavuniya
  • Eastern Province: Batticaloa, Trincomalee, Ampara
  • North Western Province: Kurunegala, Puttalam
  • North Central Province: Anuradhapura, Polonnaruwa
  • Uva Province: Badulla, Monaragala
  • Sabaragamuwa Province: Ratnapura, Kegalle

Remote Area Delivery

For remote or difficult-to-access locations:

  • Additional delivery charges may apply
  • Delivery time may be extended to 2-3 days
  • Confirmation call required before dispatch
  • Alternative pickup points may be arranged

Delivery Time Slots and Scheduling

Standard Delivery Hours

Monday to Sunday: 9:00 AM - 6:00 PM

Same-Day Delivery

Cut-off Time: Orders placed before 2:00 PM (Sri Lanka Time) Delivery Window: 4:00 PM - 7:00 PM same day Available Areas: Galle, Matara, and selected suburbs

Express Delivery

Service Hours: 10:00 AM - 2:00 PM Delivery Window: Within 4-6 hours of order confirmation Additional Charge: Rs. 1,500 - Rs. 3,000 (depending on location) Available: Monday to Saturday in major cities

Scheduled Delivery

Advance Booking: Up to 30 days in advance Time Slots Available:

  • Morning: 9:00 AM - 12:00 PM
  • Afternoon: 12:00 PM - 4:00 PM
  • Evening: 4:00 PM - 8:00 PM Additional Charge: Subject to change

Special Occasion Delivery

Valentine's Day, Mother's Day, New Year: Extended hours and special scheduling Weddings and Events: Custom timing based on event requirements Corporate Deliveries: Flexible scheduling for business hours Hospital and Institution Deliveries: Coordinated with facility policies

Delivery Charges

Standard Delivery Rates

Delivery chargers as per shown on checkout page, based on delivery method, address and distance.

Delivery Requirements and Procedures

Order Confirmation

  1. Order Placement: Via website, phone, or mobile app
  2. Payment Verification: Confirmation of successful payment through PayHere
  3. Order Processing: Internal verification and preparation begins
  4. Dispatch Notification: SMS/Email sent when order leaves our facility
  5. Delivery Updates: Real-time tracking and arrival notifications

Recipient Information Required

  • Complete Name: Full name of the recipient
  • Contact Number: Active mobile number for delivery coordination
  • Delivery Address: Complete address with postal code
  • Landmarks: Nearby landmarks or specific location instructions
  • Alternative Contact: Secondary contact in case recipient is unavailable

Delivery Confirmation

  • Photo Proof: Digital photo of delivered arrangement (when possible)
  • Recipient Signature: Electronic or physical signature confirmation
  • Delivery Time: Exact time stamp of successful delivery
  • Delivery Status: Notification to sender via SMS/Email

Wedding and Event Delivery Services

Wedding Decoration Delivery

Service Includes:

  • Transportation of all decoration materials
  • Professional setup at venue
  • Coordination with venue management
  • Quality check before event
  • Post-event cleanup and removal

Requirements:

  • Advance Booking: Minimum 7 days notice
  • Site Visit: May be required for large installations
  • Access Coordination: Venue access and setup timing
  • Payment Schedule: 25% advance, 75% before event start

Corporate Event Delivery

Service Features:

  • Scheduled Delivery: Precise timing for business events
  • Professional Presentation: Business-appropriate arrangements
  • Invoice Processing: Corporate billing and documentation
  • Bulk Delivery: Multiple arrangements to single or multiple locations

Corporate Accounts:

  • Monthly billing arrangements available
  • Dedicated account manager for regular clients
  • Priority delivery scheduling
  • Custom branding options for arrangements

Delivery Policies and Terms

Successful Delivery Requirements

A delivery is considered successful when:

  • Arrangement is handed to the intended recipient or responsible person
  • Photo proof and signature confirmation obtained
  • Delivery location matches the provided address
  • Recipient acknowledges receipt in good condition

Failed Delivery Scenarios

Delivery may fail due to:

  • Incorrect Address: Wrong or incomplete address information
  • Recipient Unavailable: No one available to receive delivery
  • Access Restrictions: Gated communities or security restrictions
  • Weather Conditions: Severe weather preventing safe delivery
  • Force Majeure: Natural disasters, strikes, or government restrictions

Failed Delivery Procedures

  1. First Attempt: Contact recipient and attempt delivery
  2. Second Attempt: Schedule re-delivery within 24 hours
  3. Final Attempt: Third delivery attempt or pickup arrangement
  4. Storage: Safe storage for up to 48 hours
  5. Alternative Options: Pickup from our location or neighbor delivery

Re-delivery Charges

  • First Re-delivery: Free of charge
  • Subsequent Attempts: Rs. 500 per attempt
  • Customer-Requested Changes: Rs. 300 for address or time changes
  • Pickup from Store: Free within 48 hours of failed delivery

Special Delivery Services

Hospital and Healthcare Facility Delivery

Special Procedures:

  • Advance coordination with hospital reception
  • Compliance with visitor policies and hours
  • Allergen-free arrangements when requested
  • Respectful presentation appropriate for medical settings

Requirements:

  • Patient name and ward/room number
  • Hospital contact information
  • Delivery timing coordination
  • Visitor policy compliance

Hotel and Resort Delivery

Service Features:

  • Coordination with concierge services
  • Room delivery when permitted
  • Special presentation for romantic occasions
  • Tourism industry partnership discounts

Corporate Office Delivery

Business-Focused Service:

  • Reception coordination and professional presentation
  • Bulk delivery for corporate events
  • Invoice and receipt documentation
  • Flexible delivery scheduling around business hours

Quality Assurance During Delivery

Fresh Flower Protection

  • Temperature Control: Climate-controlled transportation vehicles
  • Secure Packaging: Protective packaging to prevent damage during transit
  • Professional Handling: Trained delivery staff for delicate arrangements
  • Time Management: Minimal time between preparation and delivery

Delivery Vehicle Standards

  • Clean and Professional: Well-maintained delivery vehicles
  • Temperature Controlled: Climate control for flower preservation
  • Secure Storage: Proper storage and handling during transport
  • GPS Tracking: Real-time location tracking for delivery updates

Staff Training and Standards

Delivery Personnel:

  • Professional appearance and behavior
  • Product knowledge and handling expertise
  • Customer service training
  • Emergency procedure awareness

Customer Responsibilities

Providing Accurate Information

Customers must provide:

  • Correct and complete delivery addresses
  • Active contact numbers for recipient and sender
  • Specific delivery instructions or access codes
  • Accurate recipient names and any special requirements

Payment and Order Confirmation

  • Payment Completion: Full payment required before dispatch
  • Order Verification: Confirmation of order details and delivery information
  • Change Requests: Any modifications must be made before processing begins
  • Communication: Prompt response to delivery coordination calls

Recipient Availability

  • Delivery Window: Ensure someone is available during delivery timeframe
  • Contact Accessibility: Keep phone lines open for delivery coordination
  • Access Arrangements: Provide access codes or arrangements for gated areas
  • Alternative Contacts: Designate backup recipients when possible

Damaged or Incorrect Delivery Resolution

Quality Issues

If your delivery arrives damaged or not as expected:

  1. Immediate Report: Contact us within 2 hours of delivery
  2. Photo Documentation: Provide clear photos of the issue
  3. Description: Detailed explanation of the problem
  4. Resolution Options: Replacement, refund, or credit as appropriate

Incident Resolution Process

  • 24-Hour Response: Initial response within 24 hours
  • Investigation: Quality review and investigation of the issue
  • Resolution: Appropriate remedy based on circumstances
  • Follow-up: Ensure customer satisfaction with resolution

Replacement Policy

  • Same-Day Replacement: When possible for local deliveries
  • Equal Value Substitution: Comparable arrangement if original unavailable
  • Upgrade Options: Higher value replacement at no extra cost when appropriate
  • Refund Alternative: Full or partial refund if replacement not satisfactory

Force Majeure and Emergency Procedures

Weather-Related Delays

Severe Weather Conditions:

  • Monsoon rains and flooding
  • High winds and storms
  • Road closures and safety hazards
  • Transportation disruptions

Emergency Procedures:

  • Customer notification within 2 hours of known delay
  • Rescheduling options provided
  • Safe storage of arrangements during delays
  • No additional charges for weather-related delays

Natural Disasters and Emergencies

  • Priority Safety: Staff and customer safety is our top priority
  • Service Suspension: Services may be temporarily suspended for safety
  • Communication: Regular updates through website and social media
  • Recovery Procedures: Rapid service restoration following emergencies

Contact Information for Delivery Support

Delivery Customer Service

Phone Support:

  • Primary: 071 422 8329
  • Secondary: 041 7 294 600
  • Emergency Delivery Line: 076 829 8329 (24/7 for urgent delivery issues)

Email Support:

  • Delivery Issues: support@sarasiflora.com

Business Hours

Customer Service: Monday - Sunday, 8:00 AM - 8:00 PM Emergency Support: 24/7 for urgent delivery issues Wedding Coordination: Monday - Saturday, 9:00 AM - 6:00 PM

Track Your Delivery

  • Website Tracking: Real-time order status on sarasiflora.com
  • SMS Updates: Automatic delivery status notifications
  • Email Confirmations: Detailed delivery confirmations with photos
  • Phone Support: Live tracking assistance available

Policy Updates and Changes

This Delivery Policy may be updated to reflect changes in our service areas, delivery capabilities, or operational procedures. Customers will be notified of significant changes through:

  • Website announcements
  • Email notifications to registered customers
  • SMS alerts for active orders
  • Social media updates

Commitment to Excellence

At Sarasi Flora, we understand that timely, professional delivery is essential to your special moments. Our dedicated delivery team works tirelessly to ensure your flowers and gifts arrive fresh, beautiful, and on time. We appreciate your trust in our services and are committed to exceeding your delivery expectations.

For any questions about our delivery services or to track your order, please don't hesitate to contact our customer service team.


This Delivery Policy is effective as of September 1, 2025, and applies to all deliveries arranged through Sarasi Flora.