You may request cancellation before your order has entered preparation with the local florist or supplier.

If your cancellation is accepted before preparation or dispatch has started, the applicable amount may be refunded to the original payment method.

Once an order has entered preparation, been customized, dispatched or delivered, cancellation may no longer be possible. Please contact FlowersNext customer support as soon as possible so we can review the order and explain the available options.

Because flowers and certain gifts may be prepared specifically for an order, cancellation availability can depend on the stage of fulfillment.

Fresh flowers and floral arrangements are perishable products and generally cannot be returned after delivery simply because the customer has changed their mind.

However, if there is a genuine quality, product or delivery-related problem with your order, please contact us promptly.

Depending on the circumstances, FlowersNext may review the order for a replacement, redelivery, refund or another appropriate resolution.

You may contact FlowersNext if your delivered order has a significant issue, such as:

• Flowers arriving damaged or substantially wilted.
• Flowers arriving in poor condition.
• A bouquet that is materially different from the ordered product.
• Missing or incorrect gift items or add-ons.
• Significant damage caused during delivery.
• A delivery issue that has materially affected the order.
• Another quality-related problem requiring review.

Each request is assessed individually based on the order details, available information, photographs, delivery circumstances and the nature of the reported issue.

For flower quality or product-related concerns, please contact FlowersNext within 24 hours of delivery whenever possible.

Because flowers are perishable and their condition can change naturally over time, prompt reporting allows us to review the issue more accurately.

When contacting us, please provide:

• Order number
• Recipient name
• Delivery date
• A short description of the problem
• Clear photographs where applicable
• Relevant delivery information

If a refund is approved, FlowersNext will process the applicable refund according to the circumstances of the order.

Where possible, refunds are normally returned to the original payment method used for the purchase.

The time required for the refunded amount to appear in your account may depend on the payment provider, card issuer, bank or other financial institution.

In some circumstances, another resolution may be more appropriate than a refund, particularly where a replacement or redelivery can reasonably resolve the issue.

Customers are responsible for providing accurate recipient and delivery information when placing an order.

This includes:

• Recipient name
• Delivery address
• Apartment, building, hotel or hospital information
• Recipient telephone number
• Important delivery instructions

Incorrect, incomplete or outdated information may result in delivery delays, failed delivery attempts, additional delivery costs or other complications.

If you realize that your delivery information is incorrect, please contact FlowersNext as soon as possible. We will try to assist, but changes cannot always be guaranteed once an order has entered preparation or delivery.

Flowers are seasonal and availability can vary between countries, cities and local florists.

When a specific flower, color, gift item or accessory is unavailable, a local partner may need to make a reasonable substitution.

Any substitution should aim to preserve the overall appearance, style, purpose and value of the ordered product.

Natural differences in flower size, shape, color and opening stage are not necessarily considered a product defect because flowers are natural products.

Some products may not be eligible for return because of their nature, including:

• Fresh flowers and perishable floral products of acceptable quality.
• Food and other perishable products.
• Products prepared or customized specifically for an individual order.
• Personalized products.
• Certain hygiene or personal-care products where applicable.
• Products that have been used, damaged or altered after delivery.

This does not affect your ability to contact FlowersNext about a genuine quality, damage, incorrect-product or delivery-related issue.

If your flowers, gift or other product arrives damaged, please contact FlowersNext promptly.

Please provide photographs showing the condition of the delivered product. Where possible, photographs should clearly show the overall product and the specific area of concern.

Our team may use the photographs and order information to determine the appropriate resolution.

Flowers are natural products, and exact appearance can vary according to season, local availability, flower maturity and the florist preparing the arrangement.

The delivered arrangement may therefore have reasonable differences in flower shade, flower size, foliage, wrapping or individual stems.

When substitutions are necessary, FlowersNext expects the local partner to maintain the overall style, quality, value and presentation of the ordered arrangement.

A reasonable natural variation does not normally qualify as a product defect.

FlowersNext works with local florists and delivery partners in different locations, and delivery timing can sometimes be affected by weather, traffic, recipient availability, incorrect contact information, special delivery instructions, local events or other circumstances outside the direct control of the delivery partner.

If your order was significantly delayed or a delivery issue affected the purpose of the order, please contact our support team so we can review the circumstances.

Where appropriate, FlowersNext may offer a replacement, redelivery, refund or another suitable resolution.

When contacting FlowersNext about an order issue, please include as much relevant information as possible.