Refund & Return Policy

At FLORISTELLA, we are committed to providing you with the freshest and highest quality floral arrangements. If you encounter any issues with your order, please review our Return and Refund Policy below. This policy outlines the conditions under which returns and refunds are accepted, as well as the procedures to follow to ensure a smooth resolution.

1. Freshness Guarantee

  • Notification Period: FLORISTELLA guarantees the freshness of your flowers for 3-7 days from the date of delivery, depending on the flower variety. If you receive flowers that are no longer fresh, please notify our Customer Care Department at floristella.care@gmail.com within 2 hours of receipt. Include a clear photo of the bouquet with your notification.

  • Resolution Options dependent on Management’s Evaluation:

    • Replacement: Upon verification, we will coordinate to deliver a replacement bouquet on the next available delivery date.

    • Partial Refund or Full Refund: Alternatively, you may opt for a refund based on your preference. Amount of refund will be on a case to case basis and subject to management review and approval. 

  • Important: Notifications received beyond the 2-hour window will not be considered valid for disputes.

2. Non-Delivery

  • Delivery Assurance: We strive to ensure all orders are delivered on the intended delivery date. If your flowers do not arrive as scheduled:

    • Contact Us: Reach out to our Customer Care at floristella.care@gmail.com 

    • Replacement: We will send a replacement order on our next available delivery date.

  • Full Refund Eligibility: Orders not delivered on the intended delivery date are eligible for a full refund via the original payment method. Please note that processing times may vary depending on your bank.

  • Delayed Delivery Refund: If your order is delivered on the correct day but outside the targeted delivery time frame (6am to 8pm during Peak Seasons), you are entitled to a 5% refund of your order total.

3. Order Cancellation and Amendments

  • Cancellation Policy:

    • Standard Orders: You may cancel your order by contacting us at floristella.care@gmail.com or via our customer support phone numbers at least 48 hours before the scheduled delivery date.

    • Perishable Goods: Orders containing perishable items (flowers, cakes) cannot be canceled once dispatched or once the floral arrangement process has begun.

  • Amendments:

    • To amend your order (e.g., change gift message, delivery address), please contact us at least 3 hours before dispatch by emailing floristella.care@gmail.com or calling our customer support.

  • Delivery Address Changes: You may update the recipient’s address by logging into your account at least 12 hours before the scheduled delivery date and time.

4. Substitutions and Product Availability

  • Product Substitutions: All products are subject to availability. In case of supply difficulties, FLORISTELLA reserves the right to substitute with a product of equivalent value and quality without prior notice. We will attempt to contact you for approval before proceeding with the substitution.

  • Full Order Unavailability: If FLORISTELLA cannot supply all parts of your order, you will be notified, and a full refund will be issued within 30 days after the intended delivery date.

5. Return of Delivered Items

  • Perishable Goods: FLORISTELLA does not accept returns of perishable items (flowers, cakes) once delivered, except in cases where the freshness guarantee is applicable.

  • Refusal of Delivery: If the recipient refuses to accept the delivery, the order will be marked as delivered. In such cases:

    • Redelivery Requests: You may request a redelivery of the same items, subject to a delivery charge.

    • Returned Items: Returned items will be considered delivered as long as the delivery personnel can provide proof of delivery attempt.

6. How to Request a Refund

To request a refund, please follow these steps:

  1. Contact Us Immediately: Email floristella.care@gmail.com within the specified notification periods based on the issue (freshness or non-delivery).

  2. Provide Necessary Details:

    • Order Number: Your unique reference number.

    • Proof of Issue: For freshness-related issues, include a clear photo of the received bouquet.

    • Detailed Description: Explain the reason for the refund request.

  3. Investigation Process:

    • Review: All refund requests are subject to an internal investigation to verify the validity of the claim.

    • Verification: Our Customer Care team will assess the provided information and may contact you for additional details if necessary.

    • Outcome: Based on the investigation, we will determine the appropriate resolution, which may include a replacement, partial refund up to 30% of your order, or full refund.

  4. Await Confirmation: Once the investigation is complete, our Customer Care team will notify you of the decision and the next steps.

7. Payment and Refund Processing

  • Refund Method: Refunds will be processed via the original payment method used during the purchase.

  • Processing Time:

    • Credit/Debit Cards, GCash: Typically processed within 10 business days.

    • Bank Transfers: May take up to 15-30 business days or until your next billing cycle.

  • Note: FLORISTELLA has no control over the processing times once the refund has been initiated by our team.

8. Contact Information

For any questions or concerns regarding our Return and Refund Policy, please contact us:

  • Email: floristella.care@gmail.com

  • Phone: +639542511912

  • Address: 232 Sumulong Hwy, Antipolo, Philippines

Please Note: This Return and Refund Policy is subject to change without prior notice. We encourage you to review this policy periodically to stay informed of any updates.

By using FLORISTELLA’s services, you agree to the terms outlined in this Return and Refund Policy as well as our general Terms and Conditions.