We will issue a full refund upon the customer's request with no questions asked if the order is not on route to the recipient or is not prepared for delivery (food basket, cake, perfumes, etc.). Please note, no refund will be made if the person at the delivery address refused to accept the delivery.
We are unable to refund any orders which are placed for special occasions (Valentine's Day, March 8 & Christmas Day) and all promotional & discounted orders.
Refunds apply for non-delivery cases and quality issues when a replacement is not possible to be provided. Please contact 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 normal 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 the refund to your bank immediately for processing. Due to the processing time, which is different for each bank, you will then receive the funds from a refund in your account approximately 5–10 business days after the date on which the refund was initiated. Note that holidays are not considered business days and can delay processing.
Exchange and Return Policy
If you, or your recipient in Ukraine, received a product of improper quality and (or) type, please contact us immediately in any way acceptable to you. Requests and claims are accepted no later than 24 hours from the moment of delivery. We will consider your request and if, indeed, the product did not meet the stated quality indicators, we will replace it or will make a refund of the item's cost. A photo or video from you with a lack of the products will significantly speed up the overall process. We respect our customers, and we are responsible for the quality of the flowers and products we deliver, so return and replacement issues are resolved quickly.
There are two types of substitution of the items you have ordered that can be involved in your order with Ukraineflora. It happens very seldom in our practice, but still happens, so we want to let you know how we deal with such cases.
The first type is if you ordered a bouquet of flowers or gifts or any item on the website, and they are out of stock or not available due to some reasons. Most often it happens with flowers like tulips or irises and other flowers that are very dependable on the season and import operations. Also, since we operate all around Ukraine and do the delivery in most of the cities and towns in Ukraine, it is entirely possible that some flowers are not available there, so we will reach out to you. It is critical that you provide us with your valid email address when making the order.
The policy is simple – we shall contact you at once to inform you about the situation and will 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 have seen 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 make you a full refund at once. As for gifts, food baskets, and electronics – in case of substitution, we always propose more expensive items to be delivered at no additional cost for you. Yes, it is true.
The second type is when during the delivery, exactly in the process of receiving; the recipient expresses her or his complaint about the flowers or delivered items. We do the substitution with no problems and no further discussions – just 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.
Though at the same time, it happens that in 2 - 3 days after the actual delivery, the recipient expresses incomplete satisfaction with the flowers delivered. We do try to remove the case, but since no complaints were expressed when getting the flowers – we do not do the substitution. Well, frankly speaking, there were a couple of cases, and we did substitution against our policy, they were exceptional cases. But please understand, sometimes roses can die in 10 minutes if left without water near the heater after the delivery was made 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 just exchange it for the best one at once. 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 guarantees and replacement policies of the producer (keep the original packing, no intruding into the system, not more than 5 minutes of calls from the phone, etc.)
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 we are always open to dialog, and we are here to serve you in the best way we can.
If you want to read more about our Delivery Policy - please visit the page Delivery Policy
If you want to Contact Us right now - please visit Contact Us