1. Our Commitment

Because our products are crafted by hand, small variations in color, size, and texture are normal and not considered defects. That said, if your item arrives damaged, defective, or significantly different from your order, we are here to help.

2. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

• You contact us within 14 days of receiving your order.
• The item is unused, in its original condition, and in its original packaging.
• You provide proof of purchase (order number or receipt).
• For damaged or defective items, you provide clear photos showing the issue.

3. Non-Returnable Items

The following items cannot be returned or refunded unless they arrive damaged or defective:

• Custom and personalized orders — items made specifically to your specifications (chosen flowers, colors, packaging, personalized messages, etc.).
• Items damaged through improper use, washing, or handling after delivery.
• Sale or clearance items, where indicated at the time of purchase.

4. Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 14 days of delivery at [email protected] with your order number and photos of the issue. We will arrange a replacement, repair, or refund at no additional cost to you.

5. How to Start a Return

• Email us at [email protected] with your order number and reason for return.
• Our team will review your request and provide return instructions, including the return address.
• Please do not send items back before receiving confirmation from us.

6. Return Shipping Costs

If the return is due to our error (damaged, defective, or incorrect item), we will cover the return shipping cost. For other reasons (such as change of mind), the customer is responsible for return shipping fees. Original shipping charges are non-refundable.

7. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or payment provider may require additional time to post the refund.

8. Exchanges

We only replace items if they are defective or damaged. If you would like to exchange an item for a different one, please contact us and we will do our best to accommodate your request.

9. Order Cancellations

You may cancel a standard (non-custom) order before it has been shipped for a full refund. Custom orders may only be cancelled within 24 hours of purchase, before crafting begins. Once production has started, custom orders cannot be cancelled.

10. Late or Missing Refunds

If you haven’t received your refund after the stated timeframe, please first check with your bank or payment provider. If you still have not received it, contact us and we will help track it down.