Return policy

Exchange and Return

Exchange and Return Policy

The following product categories are subject to restrictions on exchange and return:

• flowers and plants;

• helium balloons;

• cakes and sweets;

• meat, cheese, and other products containing perishable materials.

According to the updated list of non-exchangeable (non-returnable) quality goods, approved by the Resolution of the Cabinet of Ministers of Ukraine dated November 1, 2024, No. 1262, the following items cannot be returned:

• flowers, bouquets, and floral arrangements;

• edible bouquets;

• fruit baskets and other items that spoil quickly or require cutting.

Additionally, it is important to note that flowers and other components used to create bouquets are purchased specifically for each individual customer order. The bouquet itself is the result of purposeful creative work by a florist, performed according to the customer’s specific preferences. Considering this, in accordance with Articles 651 ("Termination or Modification of the Contract") and 655 ("Contract of Sale") of the Civil Code of Ukraine, we cannot issue a refund or accept a return of a completed bouquet if the customer or recipient was unable to receive it for reasons beyond our company’s control (e.g., absence at the delivery address at the agreed time).

Conditions for Possible Refund or Replacement

1. We Could Not Reach the Recipient

If you placed and paid for an order, but we were unable to contact the recipient for delivery on the scheduled day, the following options are possible:

• full refund (excluding payment system commission) — if our florists have not yet purchased the flowers or assembled the bouquet;

• partial refund (up to 75%) — if the flowers have been purchased or the bouquet has been assembled, but it can still be reused for other orders.

2. Quality Claim

If, within 3 hours after delivery, you or the recipient contact us with a quality complaint and provide photo or video evidence of the item’s poor condition, the following options are possible:

• full or partial refund;

• replacement of the bouquet with a similar one.

Exchange and Return During Holidays

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

During holidays, there is a high demand for floral products, so all orders are assembled in advance.

❗ Full refunds are almost never considered on holidays!

Before placing an order, make sure the recipient is in the city or country and able to receive your gift.

During the holiday period, specific delivery time windows are not guaranteed. All time-related requests are approximate, and refunds due to delays are not provided.

Refunds for Additional Services

The following paid services may not be provided in certain cases. Refunds are only issued for services not rendered:

• exact-time delivery — fulfilled only if there are no traffic jams or the courier is not overloaded;

• surprise delivery — possible if address coordination with the recipient is not needed;

• morning or evening delivery — may be rescheduled at the recipient’s request;

• photo report — may not be provided if the recipient refuses to be photographed.

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

All additional services are provided under “conditional fulfillment” terms, and the company reserves the right to refuse them without compensation.