Return policy

Replacement and Returns

Exchange and Return Policy

The following categories of products are subject to exchange and return restrictions:

• Flowers and plants
• Helium balloons
• Cakes and sweets
• Meat, cheese, and other perishable goods

According to Ukrainian law, fresh flowers fall under the category of non-returnable and non-exchangeable goods (Article 9 of the Law "On Consumer Protection," Article 707 of the Civil Code of Ukraine). This is due to their perishable nature.

However, our company may consider replacement, full or partial refund under the following circumstances:

Conditions for Returns or Replacement

1. We were unable to contact the recipient

If you placed and paid for an order, but we could not reach the recipient to deliver it on the specified date, the following options are available:

• Full refund (excluding payment system fees) if our florists have not yet purchased flowers for your order and have not assembled the bouquet.
• Partial refund (up to 75%) if flowers were purchased or the bouquet was assembled, but we can still use them for other orders.

2. Complaint about product quality

If you or the recipient report poor quality within 3 hours of receiving the bouquet and provide photo or video evidence, the following options are available:

• Full or partial refund
• Replacement of the bouquet with a similar one

Returns and Exchanges During Holidays

(February 14, March 8, Mother’s Day, December 31)

During holidays, there is high demand for floral products, and all orders are prepared in advance!

❗ Full refunds during holidays are rarely considered!
Before placing an order, please ensure that the recipient is in the city or country and is ready to accept the gift.

During peak holiday periods, specific time slots for delivery are not guaranteed. All delivery time preferences are approximate, and refunds due to late delivery are not accepted.

Refunds for Additional Services

The following paid services may not always be provided, and refunds are issued only for unfulfilled services:

• Exact time delivery – performed only if traffic conditions allow and the courier is not overloaded.
• Surprise delivery – possible if there is no need to confirm the recipient’s address.
• Early morning or evening delivery – may be rescheduled if the recipient requests a time change.
• Photo report – may not be provided if the recipient refuses to be photographed.

If the recipient refuses to be photographed, we will take a picture of the flowers in their hands (without their face). In this case, the service is considered fulfilled.

All additional services are provided on a “conditional basis”, meaning we may or may not perform them at our discretion. If one or more services are not provided, a refund will be issued only for the unfulfilled service(s).