Complaints

1. Right to file a complaint

A customer may file a complaint about goods that:

• Have visible defects
• Do not match the ordered product (some bouquets may vary depending on the flowers available)

2. Deadlines for submission

• Fresh flowers and bouquets: immediately on receipt, with photographs
• Potted plants: within 5 days

3. How to submit

4. Required documentation

• Order number and receipt
• Photographs of the product
• Description of the problem
• Date and time of receipt

5. Possible outcomes

• Replacement of the product
• Refund
• Discount

6. Rejection of a complaint

A complaint may be rejected if:

• The defect was caused by improper use
• The product was damaged by the customer
• The complaint was filed after the deadline

7. Specifics for fresh flowers

The following are not treated as grounds for a complaint:

• Natural wilting, petals falling or a change of colour
• Lack of water on receipt

The flower shop delivers arrangements to the requested address, with a possible deviation of about an hour. If the recipient is unavailable, someone else at the address may accept the package with their consent. Delivery is also considered completed if the arrangement was not received because the recipient was unavailable or the details were incorrect.