Refund & Cancellation Policy
Many Flora Luxe arrangements are personalised or prepared specifically for an individual order. For this reason, we generally cannot accept returns or offer refunds for a change of mind once preparation or personalisation has begun.
Damaged, incorrect, or materially different orders
If your order arrives damaged, is incorrect, or is materially different from the arrangement or personalisation that was confirmed, please contact us within 24 hours of delivery. Include your order number, a description of the issue, and clear photographs of the arrangement and packaging.
After reviewing the circumstances, Flora Luxe may offer an appropriate resolution such as a replacement, correction, partial refund, full refund, or store credit. The appropriate remedy will depend on the nature of the issue and what is reasonably possible for the product.
Personalised and custom orders
Please check names, messages, dates, colours, and other personalisation details carefully before submitting or approving an order. If we produce the item according to the information or proof you approved, an error in customer-supplied wording or instructions is not normally eligible for a refund.
Cancellations and changes
If you need to cancel or change an order, contact us as soon as possible. We will try to accommodate the request if preparation has not begun. Once materials have been sourced specifically for the order, preparation or personalisation has started, or the order has been dispatched, cancellation or material changes may no longer be possible.
Product appearance and substitutions
Floral colours, textures, arrangement details, and decorative materials can vary slightly from photographs. If a particular component is unavailable, a reasonable substitution may be made where necessary while preserving the overall style, value, and character of the arrangement as closely as possible. Minor natural or production variation alone is not considered a defect.
Approved refunds
Where a monetary refund is approved, it will normally be issued to the original payment method where possible. The time for funds to appear after a refund is processed depends on the payment provider or financial institution.
How to contact us
For a refund, cancellation, or order-quality issue, please contact Flora Luxe through the Contact page and include your order details.