We do our best to prevent this from happening, but sometimes due to unforeseen circumstances, a package fails to arrive at their destination. If a package is not delivered on the expected delivery date, please do the following:
1. check if the address on the order confirmation is correct,
2. ask the neighbors if they happened to receive the flowers and
3. await one more day. (As our flowers are packed in special foil, their quality will not deteriorate during this one-day delay).
If the package is not delivered after that, please send an email to our customer service, [email protected], and we will gladly resend your package or look for another suitable solution.
Even though our flowers are selected and packed carefully, they remain a perishable product, so it might occur that the flowers do not live up to their freshness guarantee or get damaged during transport. If this happens, please send a photo of the flowers to our customer service, [email protected], as soon as possible, within 3 days after the delivery. We will then 1. arrange a refund or 2. resend the flowers. In case a small item, such as a vase or card, arrives damaged or is missing, please contact us and we will try to resend this to you or find another solution.
Due to the perishable nature of flowers we are unable to accept returns. As stated above, we do offer refunds or replacements of flowers. Regarding non-fresh products like dried flowers or puzzles, we are unable to accept returns either. If you want to return these products, we offer voucher codes, refunds or replacements. Please contact customer service, [email protected], and we’ll find a suitable solution.
If you are offered a refund, we will refund you the agreed amount within 2 days. Please note that banks might take an additional 3-5 days to process the refund.
If you are offered a replacement, please keep in mind that perishable products are subject to availability. If due to difficulties with the supply we are unable to deliver a product that meets our quality standards, we reserve the right to substitute any product with an alternate product of similar style and equivalent value and quality. We will always decide on replacements in consultation with the customer.
When contacting customer service, please include your order number!