Our policy
Unlike a traditional florist, our bouquets are handmade with pipe cleaners (chenille) — they are not real flowers, so they never wilt and can last for years. Because of this, we offer a more flexible return policy than fresh flowers.
Time frame
You have 14 days from the delivery date to request an exchange or refund.
Return conditions
- The product must be in the same condition it was delivered in, with no damage caused by use.
- You must contact us before sending any return.
- Custom products (colors made to order) are non-refundable unless they have a manufacturing defect.
Did your order arrive damaged?
If your bouquet arrives damaged in shipping, contact us within 48 hours of delivery with photos of the damage. We’ll send you a replacement or a full refund at no extra cost to you.
How to request a return or refund
Message us on Instagram (@flowerbouquet.victorysa), Facebook, or Etsy (if you bought there) with your order number and the reason. We’ll reply with the next steps within 24 to 48 hours.
Refunds
Once we receive and confirm the condition of the returned product, we process the refund to your original payment method within 5 to 7 business days.
Shipping costs
Original shipping costs are non-refundable, except where the error was ours (wrong product or damaged in shipping).
Return shipping: the customer pays the cost of sending the product back to us. Once the product arrives and we confirm its condition, we refund the product price to your original payment method. If the return is because of our error (wrong product or damaged in shipping), we cover the return shipping.
Purchases on Amazon or Etsy
If you bought through Amazon or Etsy, those platforms’ return policies also apply, in addition to this policy.