Refund and Return Policy

Refund Policy

We'll be able to issue a full refund when the customer requests it with no questions asked if the order is not en route to the recipient or is not prepared for delivery (food basket, cake, perfumes, etc.). Please note that no refund will be made if the person at the delivery address refuses to accept the delivery. 

We cannot refund orders placed for special occasions (Valentine's Day, March 8, and Christmas Day) and all promotional and discounted orders.

Refunds apply for non-delivery cases and quality issues when a replacement cannot be provided. Please get in touch with us by any means presented on the Contact Us page if you have any problems with your order. We may have several ways to resolve the issue, and if we fall below our usual quality standard, we will do our best to put things right. Where a refund is the most appropriate resolution, funds will be credited back to the card or PayPal account they originated from.

When our Customer Support Team initiates a refund, our payment processor submits it to your bank immediately for processing. Due to the processing time, which is different for each bank, you will receive the funds from a refund in your account approximately 5–10 business days after the date the refund was initiated. Note that holidays are not considered business days and can delay processing.

Refunds are made only to the person who paid for the goods, not to the recipient.

Return and Substitution Policy

If you or your recipient in Ukraine received a product of improper quality and (or) type, please get in touch with us immediately in any way acceptable. Requests and claims are accepted no later than 24 hours from delivery. We will consider your request, and if the product does not meet the stated quality indicators, we will replace it or refund the item's cost. A photo or video from you lacking the products will significantly speed up the overall process. We respect our customers and are responsible for the quality of the flowers and products we deliver, so return and replacement issues are resolved quickly.

Two types of substitution for the items you ordered can be involved in your order with Ukraineflora. It happens very seldom in our practice, but it still happens, so we want to let you know how we deal with such cases.

The first type is if you ordered a bouquet, gifts, or any item on the website that is out of stock or unavailable for some reason. This often happens with tulips, irises, and other flowers that depend on the season and import operations. Also, since we operate all around Ukraine and deliver in most of the cities and towns in Ukraine, some flowers may be unavailable there, so we will inform you. You must provide us with your valid email address when making the order.

The policy is simple – we shall contact you immediately to inform you about the situation and propose a solution. If it is about the flowers, our florists suggest the flowers or stems of the same color, size, and quality so the flower arrangement will look much the same as the one you saw in the picture when ordering.  But of course, if it does not suit you, and you want the exact flowers to be delivered, and we cannot find them – we shall give you a full refund immediately.  As for gifts, food baskets, and electronics – in case of substitution, we always propose more expensive items to be delivered at no additional cost to you. Yes, it is true.

The second type is when, during the delivery, precisely in the process of receiving, the recipient expresses her or his complaint about the flowers or delivered items. We will make the substitution with no problems and no further discussions. Arrange a new date and time for the delivery. It has never happened in our business, but we have created this procedure just in case.

However, at the same time, 2–3 days after the actual delivery, the recipient expresses incomplete satisfaction with the flowers delivered. We tried to remove the case, but since no complaints were expressed when getting the flowers, we did not make the substitution. Well, frankly speaking, there were a couple of cases, and we made substitutions against our policy; they were exceptional cases. But please understand that sometimes roses can die in 10 minutes if left without water near the heater after the delivery, and the recipient just forgot to follow a simple flower guide and flower care practice.

Our policy is simple in the case of a complaint about the quality of the item delivered—we exchange it for the best one immediately, though there are some exceptions.

Cakes, foods, alcohol – we do no substitutions, replacements, or exchanges.

Toys and perfumes -  we do no changes, substitutions, or exchanges.

Electronics—The item can be replaced if the owner follows the producer's guarantees and replacement policies (e.g., keeping the original packing, not intruding into the system, not making more than 5 minutes of calls from the phone). 

If you have questions or concerns about this issue, please do not hesitate to contact us anytime. We shall answer any of your questions and are always open to dialog. We are here to serve you as best we can. 

If you want to read more about our Delivery Policy, please visit this page.

If you want to Contact Us right now, you can visit Contact Us.