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Information

Everything
you need to know.

Delivery

We only deliver within Madrid. Product prices don’t include delivery; the delivery cost depends on the area and we’ll confirm it when we confirm your order.

All our gifts are handmade to order, so we need at least 5 days’ notice.

Returns

As these are personalised and perishable products (fresh flowers), returns are not accepted once the order has been delivered. If there is any problem with your gift, write to us within 24 hours of delivery at hola@lupresents.com and we’ll sort it out.

FAQ

How far in advance should I order?

At least 5 days in advance.

How do I book an order?

With a 50% deposit. The rest is paid before or at the time of delivery.

Which payment methods do you accept?

Bizum and cash (on delivery).

Can I personalise my gift?

Yes. You can write the card message, or ask us for a fully bespoke gift via Corporate.

Do you deliver outside Madrid?

For now we only deliver in Madrid.

Terms and conditions

Orders are considered confirmed once the 50% deposit has been paid. Branded products may vary depending on availability and will always be replaced with items of equivalent value. Images are for guidance only: as we work with natural flowers, every creation is unique.

Privacy policy

Data controller: Valentina Aguirre Castano, NIF 54718600J, with address at C. de Soledad Cazorla, 26, 28044 Madrid (Spain). Email: hola@lupresents.com.

What data we process and why: the data you provide in the order, contact and corporate forms (name, email, phone, delivery address, company and the content of your message) in order to answer your request, prepare and deliver your order and contact you about it.

Legal basis: the performance of your order or of pre-contractual steps you request (Art. 6(1)(b) GDPR) and, for enquiries, your consent when submitting the form (Art. 6(1)(a) GDPR).

Retention: for as long as the relationship lasts and, afterwards, for the periods required by tax and commercial law. Enquiries that don’t result in an order are deleted within 12 months at most.

Recipients: we don’t share your data with third parties unless legally required. The website and its forms are hosted by Netlify, Inc., acting as data processor; the resulting international transfers are covered by the EU-US Data Privacy Framework and standard contractual clauses. If you contact us via WhatsApp, Instagram or TikTok, those platforms’ terms also apply.

Your rights: you can exercise your rights of access, rectification, erasure, objection, restriction and portability by writing to hola@lupresents.com. If you feel we haven’t handled your request properly, you can lodge a complaint with the Spanish Data Protection Agency (www.aepd.es).

Cookie policy

This website does not use cookies, either first-party or third-party, and includes no analytics or advertising tools. That’s why we don’t show you a consent banner.

So that the basket and favourites work, we store the products you add (lu-cart) and the ones you mark as favourites (lu-favs) in your browser’s local storage (localStorage). This information stays on your device, is never sent to any server and is strictly necessary for the service you request, so it is exempt from consent (Art. 22.2 LSSI). You can delete it at any time in your browser settings.

Fonts are served from our own server, without connecting to third-party services. The links to Instagram, TikTok and WhatsApp only take you to those platforms if you click on them; from then on their own policies apply.

If we add analytics or advertising tools in the future, we’ll update this policy and ask for your consent before using them.