FAQ

How much is the delivery fee?

For orders requested to be delivered from 9:00 AM until 9:00 PM 7 days a week, the fee is 19 AED in UAE, 35 SAR in KSA, 80 EGP in Egypt, 5 JOD in Jordan, 7 USD in Lebanon, 4 OMR in Oman, and 3 BHD in Bahrain. If your request falls outside of our normal working hours or delivery locations (separated by an ocean, or needs to be delivered at 2:00 AM), we add an additional fee. However, this will be discussed and confirmed with you before proceeding with your order.

What are your delivery timings?

Our daily official delivery timings start from 9:00 AM until 9:00 PM. Please note that additional charges apply for early morning and midnight deliveries, we inform our customers with any extra charges before proceeding with the order.

Where do you deliver to?

We currently operate in multiple cities, like Riyadh, Jeddah, Dammam, Al Khobar, Dhahran, Buraydah, Hail, Mecca, Medina and Khamis Mushait in Saudi Arabia. In UAE, we deliver to Dubai, Abu Dhabi, Sharjah, Al Ain and Ajman. We also deliver to Amman in Jordan, Cairo East and Cairo Downtown in Egypt, Beirut in Lebanon, Muscat in Oman, and Manama in Bahrain. We keep expanding in other cities, so stay tuned. If you want to deliver your gift(s) to an area that’s outside the previously mentioned cities, we can arrange the delivery with extra charges and after reviewing the order amount.

Would the sender’s details be disclosed to the recipient?

We will contact the sender first to inform them about the situation. If the sender refused to reveal their identity, we’ll try our best not to disclose any information unless the situation escalated.

Can my order be delivered if I don’t know the exact address of the recipient?

Of course! You have done your part to make someone happy, so let us handle the rest! As long as you can provide us with a correct mobile number to reach the recipient, we will contact them to arrange the best location and time of delivery (we promise we won’t ruin the surprise either). Alternatively, you can also provide us with a Google Map link to be placed under the recipient address details even if you don’t know the exact delivery details.

Do you call the recipient?

In some cities and cases, our delivery agents will need to call the recipient first even if the address is complete to check their availability and to make sure there are no restrictions in the area.

What if the recipient cannot be reached at the provided mobile number or submitted address?

We will contact you again in hope that you can help us track down the recipient at an alternative location or through another contact number. joi will find a way to deliver your gift(s) wherever the recipient is without ruining your surprise!

How do I know if my order has been delivered?

Our team will send a confirmation email and SMS to notify you that your order has reached the recipient successfully. You can also contact us on our WhatsApp numbers on +966115202872 / +97145616839 or through one of our support channels to track your order and our customer care representatives will keep you updated.

Do you charge a re-delivery fee?

We charge a re-delivery fee in case the first delivery was unsuccessful because of the customer/ recipient, or if the money collection location is different than the delivery location (cash on delivery).

Can I change or request a specific delivery time slot after placing my order?

It’s possible, feel free to call us to arrange the required time slot. However, there will be an extra fee depending on the time and location.

Can you deliver a gift from another store along with my order?

We can do that as long as the other store is in the same city. There will be extra charges that must be paid in cash, and we won’t be held responsible for any defect in the item.

How can I check on my orders?

Please contact us through one of our support channels, our customer care representative will help you out with any inquiries you have. Also, you can contact us on our WhatsApp numbers on +966115202872 / +97145616839.

Can I amend or cancel my order after it has been confirmed?

We want to make your gifting experience as smooth as possible, and we know that sometimes you might forget something or need to add another item. You can cancel or amend your order up until it has been prepared for shipping. We will keep you updated with the process through email and SMS updates, so you know exactly at which stage your order is. You can always reach out to our customer care representative through our WhatsApp numbers +966115202872 / +97145616839 or through one of our support channels if you need to get a prompt reply.

What if I accidentally placed my order in the wrong city?

We will arrange the same item in the correct city if it’s available or will offer a replacement with the same amount if the item is unavailable. We can also ship the ordered item to the correct city if needed (ex: from Dubai to Abu Dhabi, or from Dubai to Sharjah). However, there might be a chance that the delivery can’t be arranged on the same day, and a shipping fee will be added depending on the courier’s rates.

Can I return an unwanted gift?

Sometimes people might not want the gift we are delivering for whatever reason and in this specific case we don’t do refunds, but we would also recommend you consider re-gifting, perhaps you can turn your unwanted gift into someone else’s highlight of the day!

What are the payment methods?

We try our best to offer our customers a wide variety of online payment options; Visa, MasterCard, American Express, PayPal, Apple Pay and Mada (Mada is available in Saudi Arabia only). We use the latest technology to make sure that your online payment details are safe. For those who prefer old school payment methods, we offer cash on delivery across specific cities, where one of our joi agents shall visit you and collect the amount with a collection fee added to your order.

Do you offer cash on delivery?

Cash on delivery is one of our payment methods. After placing your order, you can either contact us and give us your order number to confirm it, or one of our customer care team will contact you. In case you’re unreachable or unresponsive after 2 call attempts and sending an email to confirm the gift preparation, the order will be canceled. In case you want to proceed with the same order, please contact our customer care team.

What can I do if my Credit Card has been refused?

Sometimes credit cards could get rejected for multiple reasons. We won’t be able to process your order unless the online payment is done successfully. At any point, contact us through one of our support channels and our customer care representative can walk you through the necessary steps if needed, or through our WhatsApp number on +966115202872 / +97145616839. Please note that we will only prepare the gift upon successful payment.

Can I pay over the phone for my order?

In case you’re digitally challenged or craving human contact, contact us and one of our joi customer care representatives will easily process payments over the phone on your behalf. All you need to do is provide them with your credit card details and go through the necessary security steps that are set out by your bank.

What is your refund policy?

The customer gets a refund in the form of store credit if the payment method was COD or gets a refund through their bank or Paypal accounts if they paid online. In case the order is already prepared and can’t be delivered because the customer didn’t provide enough information regarding the address, we try reaching out to the sender and the recipient, if we can’t reach both, the order gets canceled with no refund. However, the customer can choose to send the gift to another address.

What gifts can I order apart from flowers?

We specialize in providing the right gift for any occasion. You can choose from the freshest flower arrangements, gourmet cakes and treats, bountiful gift baskets, decorative and fun balloons, personalized jewelry, and much more. We always add new items and exclusive offers so you can find the perfect present.

Will the flowers be wrapped or in a vase?

Some of our flower arrangements are best delivered as hand-tied bouquets, and others are more beautiful when delivered in stunning vases. You can check how your selected flowers come in the product description part. We can also accommodate a request to have a bouquet delivered in a vase instead, simply contact us through one of our support channels, or reach out to our customer care representative through our WhatsApp number on +966115202872 / +97145616839.

Will the flowers be identical to the images on the website?

We like to think everyone, and everything is unique and irreplaceable, but we also understand you don’t want tulips when you order roses! We make every possible effort to ensure each arrangement matches its image on our website. However, sometimes there might be some variations in shades of colors due to seasonal blooming patterns. Since we also deal with living things, one of our suppliers might need to make a change to the bouquet if one of the included items isn’t available. In these instances, we will be in touch with you directly to inform you about the situation and discuss your preferred solution, even if that means opting for a different bouquet altogether.

What if the gift I ordered is unavailable?

First, we reach out to the sender to inform them about the situation. In case we couldn’t reach the sender and we’re close to the delivery time; we choose the most convenient gift replacement and deliver it. However, free and discounted items like balloons will be replaced with the same theme without getting back to the customer.

Joi digital gift cards cannot be used to buy any other digital gift cards. You can only use them to buy physical gifts.

Joi gift cards are valid for six months.

Do I have to register to make a purchase?

No, you don't need to register. Alternatively, you can place your order as a guest or using other login alternatives such as Facebook, Apple ID and Google Account to login directly. In all cases, we'll need to collect your email address and phone number to facilitate delivering your order. But we advise you to register as your personal joi account comes with a range of benefits and handy tools; it allows you to manage your current orders, you’ll be able to receive members only exclusive offers, and will get quicker support from our customer care team.

What happens to my personal data?

We don’t collect personal data from non-registered users, the data we collect is mostly behavioral and anonymously marked. We collect name, email, and phone number upon registration or in case of order placement. The point of collecting the data is to facilitate and communicate order and delivery statuses, as well as to inform customers with our latest promotions, discounts and monthly newsletters. Your data is secure and protected; we don’t share your personal data points with any 3rd party without your prior consent.

How do I redeem a discount code or voucher?

All of our discount codes can be redeemed either on the website or via our app. Simply insert the promotion code at shopping cart or checkout pages, you’ll find the “discount code” slot on the right side of the screen, and your total will recalculate automatically after adding your card details.

Can I use multiple promo codes for the same order?

Only one discount code is valid per order. In case of encountering any system glitch, kindly reach out to adjust the total amount.

Do you offer promotions?

Yes, we do! Make sure you register with us and download our application on Apple Store or Google Play to be notified upon launching any promotional campaign.