At Four Flowers, we are committed to providing high-quality flowers and gifts, carefully prepared to ensure they arrive in the best condition and on time.
As most of our products include fresh flowers and customized gifts prepared specifically upon request, our return and exchange policy varies depending on the nature of the product.
First: Non-Returnable and Non-Exchangeable Products
Orders cannot be returned or exchanged after confirmation or once preparation has started in the following cases:
- All fresh flower bouquets and arrangements.
- Customized, printed, or specially designed gifts and products.
- Products made according to specific customer requirements or with added names, phrases, images, or custom designs.
- Orders that have already been prepared or shipped.
- Perishable products or products affected by time or transportation.
This is because fresh flowers are cut and arranged immediately after order confirmation to ensure freshness and quality, and some products are specially made for the customer and cannot be resold.
Second: Cases Eligible for Compensation or Replacement
Customers may contact us and request appropriate compensation, replacement, or re-preparation of the order in the following cases:
- The product arrives damaged or in a condition significantly different from how it was prepared.
- There is an error in the order, such as receiving a different product from the one ordered.
- One of the essential items in the order is missing.
- The order differs substantially from the description or image displayed on the store.
Third: Complaint Submission Conditions
To ensure that your complaint is reviewed properly, the following conditions must be met:
- Contact customer service within no more than two hours from the time the order is received.
- Provide the order number along with clear photos of the product and the issue.
- The product must remain in its original condition at the time of receipt and must not have been used or tampered with.
- No complaints will be accepted after more than two hours from delivery due to the nature of fresh flowers and their sensitivity to external conditions.
Fourth: Complaint Resolution Process
After reviewing the complaint, the store may take one of the following actions depending on the situation:
- Replace the product entirely.
- Re-prepare the damaged or affected part of the order.
- Provide store credit or a coupon.
- Refund the full or partial amount if the issue is proven to be caused by the store.
The appropriate action will be determined after reviewing the photos and verifying the cause of the issue.
Fifth: Order Cancellation Before Preparation
Customers may request to cancel the order and receive a full refund if the order has not yet entered the preparation or arrangement stage.
However, once flower arrangement, product preparation, or customization has begun, the order cannot be canceled or refunded.
Sixth: Shipping Fees
- Shipping fees are non-refundable once the delivery process has been completed.
- If the issue is caused by the store or the product arrives damaged, Four Flowers will bear the costs of replacement and re-delivery.
- If the customer requests changes or modifications after the order has been prepared, additional fees may apply depending on the request.
Seventh: Contact Us
For inquiries or complaints regarding any order, please contact our customer service team through the official Four Flowers communication channels, while providing the order number and attaching photos of the issue if applicable.
We are always happy to serve you and continuously strive to provide the best possible experience.
