Refund policy

Last updated: 19 October 2026

Our flowers are fresh and made to order, so they cannot be returned. We want you to be happy with every order, and we will put things right if something is wrong.

If something is wrong with your order

Contact us within 24 hours of delivery for flowers, or within 48 hours for hamper items, with your order number and a clear photo. We will look into it and offer a replacement or a refund, as appropriate, in the following cases:

• The order arrived damaged or the flowers were not fresh.
• The wrong item was delivered.
• The order was not delivered on the chosen date and time for reasons within our control.

What we cannot refund

• Change of mind, or flowers and items that were delivered as ordered.
• Orders that could not be delivered because of an incorrect address or phone number, or because nobody could receive them.
• Natural variation: stems, colours and greenery can differ slightly from photos, and flowers last differently depending on care and conditions.

Changing or cancelling an order

Contact us as early as you can. We can usually change or cancel an order up to 24 hours before the delivery date. After that, your flowers will already be in preparation, and we may not be able to change or cancel the order.

How refunds are paid

Approved refunds are paid to the original payment method (M-Pesa or card) within 7 working days. Delivery fees are refunded when the delivery itself was our error.

Customer credits

Customer credits are a thank-you and have no cash value. They cannot be exchanged for money. If an order that earned a credit is refunded, the credit may be withdrawn.

Contact

Use our Contact page or the WhatsApp link on the site and quote your order number.