Refund Policies

We pay close attention to the satisfaction of our customers, including in the management of refund and order cancellation requests, which will be evaluated with the criteria set out below.

Order cancellation on customer request

The order can be cancelled only if the following conditions are met:
- the customer requests cancellation prior to the scheduled delivery date;
- in the case of flowers: the order has not yet been processed by the local florist and therefore the floral arrangement or plant gift has not yet been prepared;
- in the case of cakes: the order has not yet been processed by the local patisserie and therefore the cake has not yet been prepared;
- in the case of gift baskets: the product has not yet been dispatched by courier;

If the conditions for cancellation are met, the corresponding refund will be issued by reversing the purchase transaction within 24 hours of the customer's request.

Variation of style, flowers or colours

As indicated in point 1 of the rules governing our service, flowers are arranged by artisan florists based on their creative experience and using seasonal products subject to natural changes. Consequently, the product images are to be considered indicative only.

As for cakes: as indicated on the product page, they are prepared according to the traditions and creative experience of the local pastry shops; therefore the cake images are to be considered indicative only.

As stated in point 5 of the terms of use, florists are authorised to substitute any unavailable flowers or colours with alternatives as similar as possible within the same price range, in order to guarantee delivery on the requested date. Generally in these cases, one of our consultants contacts the customer to agree on the substitution of the unavailable product.

The customer, if unsatisfied, may submit a complaint to our Assistance and Complaints office, which will evaluate the delivered product by applying the following criteria:
- Variation from 0 to 20%: tolerable variation, no refund;
- Variation from 30 to 50%: partial refund ranging from 20 to 30%;
- Completely different style, flowers and colours: maximum applicable refund of 40%;

Time slot not respected

Our service guarantees delivery on the requested date; time slots are to be considered indicative and NOT binding. The florist will do everything possible to meet the request, alongside the other deliveries in progress. Failure to observe the time slot does not entitle the customer to any refund.

Exceptions are Funerals and Weddings, for which the requested time slot is binding — only on these occasions will failure to observe the time slot entitle the customer to a refund equal to 20% of the amount paid.

Delivery date or time slot not respected for products sent by courier

In this case the delivery date and time slot cannot be guaranteed, as the shipment is entrusted to national express couriers; no refund will be granted.

Failure to deliver due to florist negligence

The customer will be entitled to request and obtain a refund of the amount paid for the undelivered product.

Right of Withdrawal

Pursuant to Article 59 of the Consumer Code, the right of withdrawal is excluded for the following goods:
- supply of goods that are likely to deteriorate or expire rapidly (flowers, food products such as cakes or gift baskets);
- supply of made-to-measure or clearly personalised goods;

The right of withdrawal is therefore not applicable to the products covered by our service, as they are perishable and subject to natural changes.

WineFlowers.com Team