Our return policy is handled on a case by case basis. We take the utmost care and caution to only provide top quality products, so almost all quality issues are resolved prior to delivery. In the rare event you are not satisfied with the quality or the freshness of our products please let us know within 48 hours of the delivery. After 48 hours it is very difficult for us to determine if the quality of the product was compromised prior to the delivery or if the quality was compromised after the delivery due to neglect or improper care. Rest assured, we will do everything we can to resolve any quality issues to your satisfaction. The resolution may include a replacement and/or refund depending on the circumstances.
Phone orders are taken by people. Flowers are made by people. Deliveries are done by people. Unfortunately people sometimes make mistakes. We are honest about mistakes and we want to ensure our customers are satisfied.
Ukraine-Flower.com wants your product to be delivered on time, in the best shape with no damages. However, if you are not satisfied there are policies in place to accommodate you.**Due to the perishable nature of our products, we only accept complaints regarding quality up to 3 days following the delivery date.
The following are guidelines to accommodate you:
Dissatisfied with the Quality of the Flowers: Our flowers come fresh from the growers and are always fresh and beautiful. If you received damaged flowers, please send a picture of the received arrangement to wecare()ukraine-flower.com with the order number in the subject line. We will be happy to resend a new product at our expense.
Product Received is Not the Product Ordered: Flower arrangements are unique and handmade, so no two are ever identical. Every effort is made to fulfil your order as closely as possible to the product photos and descriptions. Ability to do that is our uniqueness in the floral industry and for that we are very proud. But in some cases we may not have some items in stock due to production volume variation. Careful substitutions of equal or greater value will be made. We will always maintain the value and concept of the chosen product. The fresh flowers used should be similar in style, colour, and most importantly value.
Incorrect Address: We are not responsible for incorrect addresses. In the case where an incorrect delivery address is provided, we will charge additional delivery fee of $10 for re-delivery. Due to the perishable nature of flowers, failure to provide correct address information within 24 hours after our notification of the incorrect address will result in order cancellation or additional charge for the cost of flowers or fruits if you wish to proceed with delivery. Note: Please verify the information you provide within an hour, as it allows us to better serve you.
Order information change: All the changes and updates to the order should be done within 1 hour of placing the order.
Orders placed after cut off time will be delivered the next available delivery day.Note: We are not responsible for late deliveries caused by weather conditions, storms, hurricanes, earth quakes, etc... and no refunds will be issued for these reasons.
Cancellation: You may cancel your order. Cancellation fees will apply.
- $10 if canceled 24 hours before delivery
Unfortunately, we are unable to cancel orders that are already prepared, or are with our courier for delivery.
Substitutions: Due to our order volume fluctuation, we reserve the right to substitute with similar product of greater value.