Order Modification and Cancellation Policy
Goods of satisfactory quality
Modifying Your Order
If for any reason you need to make changes to your order, please notify us as soon as possible. We will promptly process your modification request provided it is submitted before the goods are dispatched. Changes should ideally be communicated at least 6 hours before the scheduled delivery time.
Canceling Your Order
If the bouquet has already been assembled by our florist, cancellation is no longer possible. Refunds for goods of satisfactory quality are not provided under consumer protection law, as such items are included in the List of Non-Food Items of Satisfactory Quality that are not subject to return or exchange.
However, if the bouquet has not yet been assembled and the components for the ordered items have not been purchased specifically upon your request, you may cancel your order. In this case, we will refund the full amount.
If delivery could not be completed because the customer provided an incorrect or incomplete address, no refund will be issued, as flowers are perishable goods. That said, in such cases we typically coordinate with the customer to confirm a correct delivery address. Redelivery will be arranged after the customer pays for the additional delivery.
Goods of unsatisfactory quality
Replacing a Bouquet Under Quality Warranty and Refunds
If you are dissatisfied with the quality of the flowers or their arrangement, you may contact us within 24 hours of delivery, and we will replace it with a new one after confirming all changes with you. The quality warranty also covers additional items included in the order.
To do this, please contact our Customer Care Department via the hotline and provide the manager with your order number or other details needed to identify the order (the name of the customer or recipient, delivery address). You may be asked to return the original bouquet to the courier for further processing (at no cost to you).
In the event of unsatisfactory quality, you are entitled to a full or partial refund for the disputed order. Refunds are processed using the same payment method used for the original purchase (bank card, courier payment, or in-store) within 3 business days.
Late Delivery
Our policy is straightforward — we are committed to delivering fresh flowers on time. However, there are circumstances beyond our control, such as a courier vehicle breakdown, a traffic stop by police officers, or an unexpected accident. Many such situations can arise. Nevertheless, in 99% of cases where a delay is unavoidable, we proactively contact the customer to agree on next steps.
If a delay of more than 30 minutes caused by our team renders the bouquet delivery no longer relevant, we will either reschedule the delivery date or time, or issue a full refund at the customer's request.
If delivery is still possible but has caused legitimate dissatisfaction, we will refund the delivery charges upon request and include a complimentary gift with your order (a box of chocolates, balloons, etc.) at our expense.
Modifying Your Order
If for any reason you need to make changes to your order, please notify us as soon as possible. We will promptly process your modification request provided it is submitted before the goods are dispatched. Changes should ideally be communicated at least 6 hours before the scheduled delivery time.
Canceling Your Order
If the bouquet has already been assembled by our florist, cancellation is no longer possible. Refunds for goods of satisfactory quality are not provided under consumer protection law, as such items are included in the List of Non-Food Items of Satisfactory Quality that are not subject to return or exchange.
However, if the bouquet has not yet been assembled and the components for the ordered items have not been purchased specifically upon your request, you may cancel your order. In this case, we will refund the full amount.
If delivery could not be completed because the customer provided an incorrect or incomplete address, no refund will be issued, as flowers are perishable goods. That said, in such cases we typically coordinate with the customer to confirm a correct delivery address. Redelivery will be arranged after the customer pays for the additional delivery.
Goods of unsatisfactory quality
Replacing a Bouquet Under Quality Warranty and Refunds
If you are dissatisfied with the quality of the flowers or their arrangement, you may contact us within 24 hours of delivery, and we will replace it with a new one after confirming all changes with you. The quality warranty also covers additional items included in the order.
To do this, please contact our Customer Care Department via the hotline and provide the manager with your order number or other details needed to identify the order (the name of the customer or recipient, delivery address). You may be asked to return the original bouquet to the courier for further processing (at no cost to you).
In the event of unsatisfactory quality, you are entitled to a full or partial refund for the disputed order. Refunds are processed using the same payment method used for the original purchase (bank card, courier payment, or in-store) within 3 business days.
Late Delivery
Our policy is straightforward — we are committed to delivering fresh flowers on time. However, there are circumstances beyond our control, such as a courier vehicle breakdown, a traffic stop by police officers, or an unexpected accident. Many such situations can arise. Nevertheless, in 99% of cases where a delay is unavoidable, we proactively contact the customer to agree on next steps.
If a delay of more than 30 minutes caused by our team renders the bouquet delivery no longer relevant, we will either reschedule the delivery date or time, or issue a full refund at the customer's request.
If delivery is still possible but has caused legitimate dissatisfaction, we will refund the delivery charges upon request and include a complimentary gift with your order (a box of chocolates, balloons, etc.) at our expense.