Refund policy

Last updated: 17 May 2026

Nature of Our Products

All flowers, bouquets, flower boxes, flower baskets, grand opening stands, wedding florals, event florals, and other custom arrangements are perishable, time-sensitive, and made-to-order. Once an order is confirmed and production has begun, we do not accept cancellations, returns, exchanges, or refunds for reasons of personal preference.

Fresh flowers are natural products. Variations in bloom size, flower shape, petal colour depth, stem length, and degree of opening are inherent characteristics — not defects. Flowers naturally wilt and depreciate over time; our guarantee applies to the condition at the point of delivery only.

What Is Not Covered

The following are not eligible for refund, return, or exchange:

  • Subjective preferences: change of mind, dislike of colour combinations, packaging style, perceived size, or any personal aesthetic judgment.
  • Natural variation: differences in bloom shape, shade, or opening stage from reference photos. Website and social media images are illustrative only.
  • Flower substitutions: we reserve the right to substitute flowers of similar colour palette, comparable value, and matching style when specific varieties are unavailable due to seasonality, supply, or quality. This is standard floristry practice and does not constitute a wrong delivery.
  • Post-delivery depreciation: any deterioration that occurs after successful delivery — including natural wilting, petal drop, or browning — is normal and expected over time.
  • Improper care after delivery: flowers require water, a cool environment, and should be kept away from direct sunlight, heat sources, air conditioning vents, and ripening fruit. We are not responsible for degradation caused by improper handling or unsuitable conditions after delivery.
  • Weather and environmental factors: Hong Kong's heat, humidity, and seasonal conditions accelerate natural flower ageing. This is beyond our control and not grounds for a claim.
  • Third-party receipt: if flowers are received by a receptionist, colleague, family member, security guard, neighbour, or left at a designated location, the delivery is considered complete. We are not responsible for the condition of flowers after they leave our courier's direct possession.

Cancellations & Order Changes

  • Cancellation: if the order has not yet entered sourcing or production, we may consider a cancellation at our sole discretion. Once purchasing, design, production, packaging, or delivery arrangements have commenced, cancellations and refunds are strictly not accepted.
  • Changes to existing orders: requests to change style, colour scheme, delivery date, delivery time, card message, or recipient details must be submitted as early as possible. We will assess feasibility based on order progress and reserve the right to charge additional fees or decline changes.
  • Customer-provided errors: incorrect address, phone number, or recipient name provided by the customer that results in misdelivery, delay, or non-delivery is the customer's responsibility. No refund will be issued, and re-delivery fees will apply.
  • Failed delivery: if delivery fails due to recipient refusal, no one available to receive, inability to contact the recipient, or access restrictions (gated premises, lift restrictions, building policies), we do not offer refunds. Re-delivery, if available, will incur an additional charge.

Peak Periods

During Valentine's Day, Mother's Day, Christmas, graduation season, Chinese New Year, and other designated peak periods, all orders are strictly final once confirmed. No cancellations, changes, or refunds will be accepted under any circumstances.

Force Majeure

Delivery delays or inability to deliver caused by severe weather (including typhoon signals and rainstorm warnings), traffic incidents, road closures, public transport disruptions, lift or building access restrictions, venue policies, or any other circumstances beyond our reasonable control are not eligible for refunds. We will make reasonable efforts to assist with rescheduling where possible.

When a Claim May Be Accepted

Claims may be considered in the following circumstances and only if reported within 2 hours of the delivery timestamp with the required evidence. Meeting these criteria does not guarantee acceptance. Claims submitted after this window will not be accepted, as we cannot distinguish between delivery-condition issues and natural post-delivery depreciation.

  • Wrong item delivered: the product is clearly and objectively inconsistent with the confirmed order in style, colour direction, quantity, or card message. Substitutions made per our substitution policy above do not qualify.
  • Physical damage at delivery: the product arrives with clearly broken packaging, snapped or crushed stems, collapsed arrangement structure, or damage that objectively and significantly affects its appearance.
  • Manifest quality failure at delivery: flowers show severe wilting, rotting, mould, or a condition that is clearly unfit for handover — at the point of delivery.

Claim Requirements

All claims must be submitted with all of the following:

  • Order number
  • Recipient name
  • Exact delivery time
  • Clear, well-lit photographs showing both close-up detail of the alleged issue and the full arrangement, taken at the time of receipt

Incomplete claims may be rejected without review. We may request additional photographs or information before making a determination.

Remedies

If a claim is accepted after our review, we will determine the appropriate remedy at our sole discretion, which may include: store credit, replacement, exchange, partial refund, or — in exceptional cases only — full refund. The remedy offered will be proportional to the verified issue. We do not offer cash refunds where we determine store credit, replacement, or exchange to be the more appropriate resolution.

No precedent: any goodwill gesture, discretionary refund, store credit, or other compensation provided on a one-time basis is offered as a gesture of goodwill only and does not create a precedent, obligation, or entitlement for any future case. Each claim is evaluated independently on its own facts.

Questions?

If you have any questions about this policy, please contact us: