Refund and Returns Policy

Last Updated: 20th January 2026

We are committed to delivering high-quality flowers, gifts, and styled products. Your satisfaction matters to us, and this Refund and Returns Policy outlines the circumstances under which returns, replacements, or refunds may be issued.

By placing an order on our website, you agree to the terms set out below.

Eligibility for Returns and Refunds

Due to the nature of our products, not all items are eligible for return or refund.

Fresh flowers, perishable items, food, and beverages are not returnable. However, if these items arrive damaged, wilted, or in poor condition, you may qualify for a replacement or refund, subject to review.

Non-perishable gift items may be returned only if unused, unopened, and in their original packaging.

Personalised or custom-made items are strictly non-returnable and non-refundable once production has started or artwork has been approved.

Reporting an Issue

If you experience an issue with your order, you must notify us within 24 hours of delivery.

To report an issue, please contact our customer care team and provide:

• Your order number
• A clear description of the issue
• Photographic evidence, where applicable

Failure to report issues within the stated timeframe may result in the request being declined.

Damaged, Incorrect, or Incomplete Orders

If your order arrives damaged, incorrect, or incomplete, we will assess the issue and may offer one of the following at our discretion:

• A replacement of the affected item
• Store credit
• A partial or full refund

All claims are subject to verification by our quality control team.

Conditions for Returns

Approved returns must meet the following conditions:

• Items must be returned in their original condition and packaging
• Items must be unused and unaltered
• Return requests must be approved before items are sent back

We reserve the right to reject returns that do not meet these conditions.

Return Shipping Costs

If the return is due to our error (damaged, incorrect, or defective items), we will cover the return shipping costs.

If the return is due to a change of mind or to incorrect information provided by the customer, all return and redelivery costs will be the customer’s responsibility.

Refund Processing

Approved refunds will be processed using the original payment method.

Refund timelines may vary depending on the payment provider, but typically take 5 to 10 working days to reflect.

Delivery fees are non-refundable unless the return is due to an error on our part.

Cancellations

Orders may be cancelled only if production or dispatch has not yet begun.

Once flowers have been prepared, personalised items have entered production, or an order has been dispatched, cancellations are not permitted.

Approved cancellations will be refunded less any processing fees incurred.

Refused or Missed Deliveries

If a delivery is refused by the recipient or missed due to unavailability, incorrect address details, or lack of response, the order will be considered fulfilled.

Redelivery may be arranged at an additional cost, subject to product condition and availability.

Force Majeure

We are not liable for refunds or replacements due to delays or failures caused by circumstances beyond our control, including but not limited to weather conditions, natural disasters, courier disruptions, or government restrictions.

Policy Updates

We reserve the right to update or amend this Refund and Returns Policy at any time. Changes will be posted on this page with a revised effective date.

Contact Information

For all refund and return inquiries, please contact:

Customer Care: +254 723 849 114