Refund Policy
We'll issue a full refund without questions if the customer requests a refund 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 through any means listed 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 varying bank processing times, you will receive the funds in your account approximately 5–10 business days after the refund initiation. 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 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 through any available channel. 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 showing the issues will significantly speed up the 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 may occur with your Ukraineflora order. While this happens rarely, we want to explain how we handle such cases:
The first type occurs when you order a bouquet, gifts, or any item that is out of stock or unavailable. This often happens with seasonal flowers like tulips and irises, which depend on seasonal availability and import operations. Additionally, since we operate throughout Ukraine, some flowers may be unavailable in certain cities. We'll inform you about such cases, so you need to provide a valid email address when ordering.
The policy is simple — we will contact you immediately to inform you about the situation and propose a solution. For flowers, our florists suggest alternatives of the same color, size, and quality to maintain the arrangement's appearance, as shown in the original picture. If this doesn't suit you and we cannot source the exact flowers you want, we'll provide an immediate full refund. For gifts, food baskets, and electronics, we always offer more expensive items at no additional cost in case of substitution.
The second type occurs during delivery when the recipient complains about the flowers or delivered items. We will make the substitution without question and arrange a new delivery date and time. While this has never occurred in our business, we have this procedure as a precaution.
However, if a recipient expresses dissatisfaction 2–3 days after delivery and no complaints were made during delivery, we typically cannot make substitutions. We have made exceptions in rare cases, but please understand that flowers require proper care (for example, roses can wilt quickly if left without water near a heater).
Our general policy for quality complaints is simple — we exchange items for better ones immediately, with these exceptions:
- Cakes, foods, and alcohol — no substitutions, replacements, or exchanges
- Toys and perfumes — no changes, substitutions, or exchanges
- Electronics — replacements available only if the owner follows the manufacturer's warranty policies (e.g., maintaining original packaging, no system modifications, phone usage under 5 minutes)
If you have questions or concerns about these policies, please don't hesitate to let us know anytime. We're always open to dialogue and here to serve you as best we can.
Please visit our Delivery Policy page for more information about our Delivery Policy.
To contact us right away, please visit our Contact Us page.