Refund & Return Policy

FLORISTELLA RETURN AND REFUND POLICY

By placing an order with Floristella, you acknowledge and agree to this Refund & Return Policy. If there is any inconsistency between this policy and our Terms & Conditions, the Terms & Conditions shall govern. You may view our full Terms & Conditions at: floristella.com.ph/pages/terms-conditions-2026

1. Freshness Guarantee

Floristella prepares all floral arrangements fresh and in good condition before dispatch.

Because flowers are perishable and may be affected by weather, traffic, transit time, and handling after dispatch or delivery, any concern regarding freshness or condition should be reported as soon as possible upon receipt, ideally within 3 hours of the confirmed delivery time, by emailing floristella.care@gmail.com with:

• a clear photo of the bouquet; and
• the order number.

Claims submitted after this period may not be accepted if the condition of the flowers at the time of dispatch or delivery can no longer be reasonably verified.

Once validated, Floristella will arrange a replacement on the next available delivery date. A refund will be issued only where a replacement is not reasonably possible.

2. Non-Delivery

If an order is not delivered on the intended date due to causes within Floristella’s reasonable control, the customer will be entitled to either:

• a replacement; or
• a full refund through the original payment method.

Approved refunds are typically processed within 7 to 14 business days, depending on the payment provider or bank.

3. Delayed Delivery

On standard delivery days, where a delivery window has been selected, and the order is delivered more than 2 hours beyond that selected window due to causes within Floristella’s reasonable control, the customer will be entitled to a 5% refund of the order total. This will be the applicable remedy for qualifying delivery delays.

During peak seasons, including Valentine’s Day, Mother’s Day, Christmas, and All Saints’ Day, delivery window selection may not be available. During these periods, deliveries may be made anytime between 6:00 AM and 8:00 PM, and no delay refund will apply.

4. Order Cancellation

Orders may be cancelled provided written notice is received at least 48 hours before the scheduled delivery date.

However, if procurement, preparation, or arrangement work has already begun, Floristella reserves the right to decline cancellation or apply a partial or full cancellation charge, particularly for custom, event, sympathy, or funeral arrangements.

Cancellation requests made within 48 hours of the scheduled delivery date are generally non-refundable.

As flowers and related goods are perishable, orders that have already been prepared or dispatched are non-refundable.

5. Order Amendments

Requests to amend an order, including changes to the delivery address, recipient details, or gift message, should be submitted at least 48 hours before the scheduled delivery date through our website chat or by emailing floristella.care@gmail.com.

Floristella will make reasonable efforts to accommodate amendment requests, but changes cannot be guaranteed once preparation or dispatch has begun.

6. Delivery Fulfillment

Delivery will be considered completed when the order is accepted by:

• the recipient;
• a person reasonably believed to be authorized to receive the order at the delivery address; or
• concierge, reception, or security staff at the location.

Delivery may also be considered completed where Floristella has documented a reasonable delivery attempt, including rider arrival records, call or text attempts, or photo proof where available.

If delivery cannot be completed due to recipient unavailability, incorrect or incomplete address details, refusal of the order, inaccessible premises, or venue restrictions, the order will be treated as fulfilled.

Any redelivery request in such cases will be subject to additional charges. Redelivery will ordinarily be made using the same arrangement, and Floristella cannot guarantee the original freshness condition after a failed delivery for reasons outside its control.

7. Product Substitutions

All products are subject to availability. If certain flowers, packaging, or accessories become unavailable, Floristella reserves the right to substitute them with items of similar style, color theme, and equivalent value, subject to availability.

Where feasible, Floristella will attempt to contact the customer before dispatch.

If Floristella is unable to fulfill the entire order, the customer will be notified and offered a full refund. If only part of the order is unavailable, a refund will apply only to the unavailable item or portion, unless an agreed substitute is provided.

8. Returns

Due to the perishable nature of flowers, cakes, and similar products, Floristella does not accept returns once items have been delivered, except where covered by the Freshness Guarantee in Section 1.

9. Refund Processing

All approved refunds will be processed through the original payment method within 7 to 14 business days from approval. Actual posting times may vary depending on the bank, card issuer, or payment provider, and Floristella is not responsible for delays caused by such third parties.

10. Contact Us

For refund, return, delivery, or order-related concerns, please contact us at:

Email: floristella.care@gmail.com
Phone: +63 945 823 1087
Address: 232 Sumulong Highway, Antipolo, Rizal, Philippines

This policy is subject to our full Terms & Conditions available at: floristella.com.ph/pages/terms-conditions-2026