Bouquet with defects
Obvious flower defects, a different colour palette without your agreement, or more than 70% of the flowers replaced without your consent — we will replace the bouquet with one matching your order or refund your money.
Exchanges and refunds in Dubai
When we replace a bouquet and when we refund your money
Fresh flowers are perishable, so exchanges and refunds apply only if the bouquet is defective; the rules are simple and set out in advance. If the bouquet has a defect, send us a photo on the day of delivery.
- day of deliverydeadline to send a photo of the defect
- 100 %refund if the right flowers are unavailable and the substitute doesn't suit you
- 10 daysmaximum refund period
Rules
Four cases
Order cancellation
You can cancel the order until the bouquet is made: refunds are issued within 10 calendar days to the original payment method, less any costs already incurred. A bouquet that has been made cannot be cancelled.
Flowers unavailable
The manager will call and offer an equivalent substitute. If it doesn't suit you, we will refund the full payment. If we can't reach you, the florist will make the bouquet with an equivalent substitute.
Recipient not available
The courier will contact you: you can give another number or reschedule, but by no more than one day. Re-delivery is charged separately; if there is no request within 24 hours, the order is considered completed.
Three steps
How to request an exchange or refund
- 01
Take photos of the bouquet
A wide shot and a close-up of the problem area — this lets the manager assess the situation without a visit.
- 02
Send a photo on the day of delivery
Phone +971 58 570 5546 or messenger — buttons at the bottom of the screen. Please give your order number.
- 03
Replacement or refund
A replacement bouquet matching your order or a refund — within 10 calendar days, to the original payment method.
WhatsApp
TelegramFAQ
Refund questions
Why can't flowers simply be returned?
Cut flowers are perishable and cannot be resold, so we replace the bouquet or refund only if it arrived defective or doesn't match the order — send us a photo on the day of delivery.
Does the guarantee cover damage after delivery?
No: mechanical damage and improper storage (heat, no water) are not covered by the guarantee.
How quickly do I get my money back?
We process refunds within 10 calendar days of your request, to the original payment method; after that, the time it takes to arrive depends on your bank.
Can I swap the bouquet for a more expensive one?
Yes — by paying the difference at list price. Tell the manager which bouquet from the catalogue you would like instead.
Questions about your order?
Call +971 58 570 5546 or send a message — managers reply in Russian and English.