Take a photo
of the bouquet
Within 24 hours of delivery. The whole bouquet in daylight and a close-up of what is wrong.
Returnsand replacement
If the bouquet is not what you expected, send a photo on WhatsApp within 24 hours. We will remake it at our expense or refund your money.
24 hoursafter delivery to send a photo
How we resolve it
- Damaged in transit a new bouquet
- Not as in the photo we remake it
- Do not want to wait we refund
If somethingwent wrong
Four steps — from a photo to a new bouquet. No arguments needed.
Take a photo
Message us
on WhatsApp
The order number or phone, a photo and a few words about the problem. We are available daily, 9:00–24:00.
A florist
will look into it
They will compare it with the photo we sent before dispatch and offer a solution.
A new bouquet
or a refund
We will remake and deliver it free of charge or refund the payment by the same method, your choice.
What weguarantee
To make sure it never comes to a return, freshness is built in before arranging.
+2…+4°CFlowers wait to be arranged in a cold room
Freshness
Small deliveries several times a week and arranging only after you order. If the flowers wilt within the first 3 days, we will look into it and replace the bouquet or refund the money.
.02
As in the photo
We send a photo of the finished bouquet before dispatch. We change the main flower only with your consent and never for a cheaper one.
.03
Careful delivery
The courier carries the bouquet in an insulated box and hands it over in person. If something happens in transit, we will remake it at our own expense.
How to care for a bouquetDifferentcases
What we do in each case and how soon.
| Situation | What we do | Time limit |
|---|---|---|
| The bouquet was crushed or damaged during delivery | We will remake and deliver a new bouquet at our expense | 2 hours |
| The bouquet is not the same as in the photo before dispatch | We will adjust or remake it according to the agreed photo. If you do not want to wait, we will refund you | 30 minutes |
| The main flower was replaced without your consent | We will refund the full cost of the bouquet or arrange it with the right flowers as soon as they are available | 1 hour |
| The flowers wilted within the first 3 days after delivery | We will replace the bouquet or refund the money. We decide case by case: it matters that the bouquet was cared for as the care card says | 3 days |
| The courier was more than 15 minutes late | We will refund the money in full: for both the bouquet and the delivery | On the delivery day |
| The recipient was not at home | We will agree on a new time or another address with you the same day. The repeat delivery is paid separately | The same day |
| The recipient does not answer the courier’s calls | The courier waits on site for 30 minutes. If there is still no contact, we write to you and offer to leave the bouquet nearby, for example in a shop next to the house, so the recipient can pick it up later. If you do not answer either, the payment is not refunded | 30 minutes |
| You want to change the composition after approving the photo | We will change it for an extra fee. If the courier has already set off, his return trip is charged too | By agreement |
| You want to change the address after approving the photo | If the courier has not left yet, we recalculate the delivery cost for the new address. If he is on the way, we deliver to the new address for an extra fee that depends on the distance | By agreement |
| You want to cancel the order | Before assembly starts we refund 100%. Once the florist has started making the bouquet, the payment is not refunded: the stems are cut | Before arranging |
| You want a different bouquet instead of the same one | Choose any bouquet in the catalog. If it is more expensive, pay the difference; if it is cheaper, we will refund the difference. | — |
| Someone else received the bouquet | Either of you can write: the customer or the recipient. Give the order number or the phone it was placed with, and attach a photo | — |
| Whether to return the bouquet when it is replaced | Usually not: a photo is enough for us. If we remake the bouquet, the courier can collect the old one when delivering the new one — that is easier for the recipient. | — |
| The bouquet is made and approved by you, the courier has set off, but the recipient is neither at the address nor in the city | The payment is not refunded. We make bouquets only to order and keep no ready-made ones: the stems are already cut and will not last as long, the wrapping materials are used, the florist’s work and the courier’s trip are done | — |
| The recipient refused to accept the bouquet | The payment is not refunded: the bouquet is made to order and the stems are already cut | — |
| A surprise without a call, and the recipient was not there | The payment is not refunded. Before such an order we check with you where and when the recipient will definitely be | — |
| The order has a wrong address or phone number of the recipient | The customer is responsible for these details, and the payment is not refunded. For our part, we call the recipient and confirm the address before setting off | — |
| The bouquet is fresh and as in the photo, but you did not like it | The payment is not refunded: the bouquet is made to order, and fresh flowers of proper quality cannot be returned. But do tell us: the florist will take it into account in your next order | — |
| A claim without a photo or after the deadline | We do not refund. But do write to us: we look at such cases individually | — |
Something wrong with your bouquet?
Send a photo, and a florist will reply and offer a solution. We are available daily, 9:00–24:00.
The legal terms are in thepublic offer