FAQs
Do I buy what I see on the images?
Flower arrangements: The flower arrangements pictured on the website are for illustration only. Since all flower arrangements are seasonal and made to order, you won’t be buying the exact same arrangement that is in the picture, but you're welcome to let us know which style and colours you would like in your arrangement. We can't guarantee any specific flowers, but we'll do our best to accommodate your preferences.
Vases: Yes, you'll buy the exact same vases as pictured in our website.
How will I get my order?
Flower arrangements: Since our flower arrangements are very fragile they cannot be shipped, only delivered. At the moment we are offering deliveries in Lisbon City only. Arrangements can also be picked up at our studio in Lisbon São Vicente upon request. Deliveries are usually made 3 to 4 days after the order has been submitted on our website.
Vases: Vases will be shipped in Portugal with CTT registered mail. The shipping cost is 6€. Shipments are usually posted on the next business day after the order has been confirmed. Vases can also be picked up at our studio upon request. International shipments are possible too, upon request and confirmation of the shipping cost.
How are flower arrangements delivered in Lisbon?
We make deliveries in Lisbon on weekdays from 9am to 7pm. The delivery cost is 8€. During check-out you can specify what time you would like to have your flower arrangement delivered. If you need to change this later, please contact us at least 24h in advance of the delivery date.
Important: It is mandatory that a person (you or someone you appointed) will be present upon delivery to receive the arrangement. Contact us before submitting your order, if you should have any questions or doubts about the delivery.
How do I pay?
We accept payments via PayPal or Credit/Debit cards (Visa, Mastercard and American Express).
Can I cancel or return my order?
You can change or cancel your order in accordance with clause 6.2 of our Terms & Conditions by contacting us at least 48 h before the requested delivery date.
Returns: Any non-perishable and non-customised goods (e.g. vases) you may return until 14 calendar days after you have received your goods. If you exercise your right to return your order, you will be responsible for returning the goods to our studio in Lisbon at your own cost. Kokuga will reimburse the cost of your order, except for the delivery fee, after the goods have arrived at the studio.
Kokuga reserves the right to deduct an amount for any diminished value of goods.
Will I get an invoice?
Yes, if you wish to have an invoice with a specific Portuguese Tax Number (NIF), please contact us by email and send all the necessary information (Full Name, Tax Number, Address).