Cancellations and refunds

Flowers are fresh and made to order, so we cannot take them back once they are delivered. What we promise instead is that you are never left with a bouquet that is not right, or with a payment for flowers that did not arrive.

• Cancel at least 24 hours before the delivery slot and you get a full refund.
• If we cannot deliver your order, you get a full refund, including delivery.
• If the flowers arrive damaged or not as ordered, tell us within 24 hours and we will put it right.
• Once the flowers have been delivered, or delivery was attempted and the recipient was not there or did not accept them, there is no refund.

To cancel, message or call us as soon as you can, with your order number or the name on the order. We confirm the cancellation to you ourselves; cancelling does not happen automatically on the website.

• At least 24 hours before the start of the delivery slot: we cancel the order and refund everything you paid, including delivery.
• Less than 24 hours before the slot, including same-day orders: we start preparing right away. If we have not started yet, we cancel and refund in full. If the bouquet is already made, we cannot cancel, because the flowers cannot be sold again. We can still deliver it to a different address or on a different day if you prefer.

You can also ask to move the order to another date or time slot. Where the slot is free we change it at no charge.

Sometimes we cannot make an order: the flowers you chose cannot be sourced in time, the address is outside our delivery area, or something prevents us from reaching it on the day (for example, a typhoon, flooding or a road closure).

We contact you as soon as we know. You can then choose a replacement, a new delivery date, or a full refund of everything you paid, including delivery. We do not charge you for an order we could not deliver. This includes the rare case where your card was charged but the order could not be completed, for example because the delivery slot filled up at the same moment: you get that payment back in full.

Tell us within 24 hours of delivery if the flowers arrived damaged, wilted, incomplete, or clearly different from what you ordered. Message us a few photos of the bouquet and its packaging, together with your order number.

Once we have seen the photos, we either remake and redeliver the bouquet, or refund the affected items, whichever we agree with you. If a delivery arrived outside the time slot you chose, tell us the same way and we will look at what went wrong and make it right.

This policy does not cover:

• Normal differences between the photo in the shop and your bouquet. Flowers are natural, and colour, shape and size vary a little. We may also swap a flower for a similar one of equal or higher value when one is not available, as described in our terms.
• Flowers that wilted because they were not cared for after delivery, for instance left in a hot car or out of water for days.
• Problems reported after 24 hours, when we can no longer tell how the flowers were kept.

We try to reach the recipient on the number you gave at checkout. If nobody can be reached, we contact you. Some buildings do not let us reach the door, so we may ask the recipient to collect the flowers at the lobby. With your agreement we may leave them with a neighbour, a receptionist or a guard, or bring them back and deliver again.

If the delivery fails because the address or phone number was wrong, or the recipient was unavailable and nobody could be reached during the slot, the order is treated as delivered and is not refunded. The same applies if the recipient chooses not to accept the flowers. A second delivery, if you want one, is charged at the normal delivery price. If the failure is on our side, we deliver again at no charge or refund you.

Refunds go back to the card you paid with, through Stripe, for the amount agreed with you. We approve a refund as soon as we have confirmed it with you. Stripe sends it right away, and it usually appears on your statement within 5 to 10 business days after that. Some banks take longer, and we cannot speed it up.

You paid in Philippine pesos, so you are refunded the same amount in pesos. If your card is in another currency, the amount you see can differ slightly from what you were charged, because your bank converts it at its own rate on the day of the refund.

Nothing in this policy limits the rights you have as a consumer under the law that applies to you, including Polish and EU consumer law. The 14-day right to withdraw from a distance purchase does not apply to flowers, which spoil quickly and are made for you. If you believe we have not treated you fairly, please contact us first so that we can put it right. We answer written complaints within 14 days.