Flowers are perishable, and occasionally something goes wrong in transit. Here's exactly how to report it, and what happens next.
When We Offer a Refund or Credit
We provide a refund, credit, or replacement only in these specific cases:
- Quality issues: your flowers arrived in poor or damaged condition.
- Incorrect delivery: the items received don't match your order.
- Order discrepancies: a verifiable error in how your order was fulfilled.
- Non-delivery: your order never arrived at the destination address.
Because flowers are perishable, we're unable to accept returns. Claims are handled through the process below instead..
Report within 24-48 hours. To be eligible for a refund or credit, contact us within 24 hours of receiving your delivery, and submit your required photos within 48 hours. Claims submitted after this window may not be accepted.
How to File a Claim
- Log in to your account and go to My Orders.
- Select the order and click Claim.
- Choose the specific item you're claiming.
- Select how you'd like to be reimbursed: credit toward your next order (fastest), refund to your card (subject to your bank's processing time), or a Missing Box claim if your order never arrived.
- Describe the issue and the quantity affected.
- Upload at least 4 photos clearly showing the damage (box label, barcode, a frontal view, and a group view), plus an optional video up to 1 minute.
- Submit. Once sent, your claim can't be edited, so double-check it first.
Timelines
- You'll receive email confirmation within 24–48 hours of submitting your claim.
- Quality-issue claims take 5–7 business days to be reviewed and processed.
- Approved refunds typically take 5–10 business days to appear in your account, depending on your bank.
- Refund amounts are based on the number of damaged stems shown in your photos, not the full order automatically.
What We Can't Cover
We're unable to issue credit for delays caused by the courier (weather, customs, address issues); these are outside our control. We recommend scheduling delivery a few days before your event for exactly this reason. Once your order leaves Ecuador, it's considered the customer's property; we're glad to help point you in the right direction, but your carrier (DHL, FedEx, or UPS) is the fastest path to resolving an in-transit issue directly.
A note on substitutions
To keep your order on schedule, we may occasionally substitute a flower of equal or greater value if the original isn't available. This is not eligible for a claim on its own.