Refunds, Returns, and Cancellations Policy
Casa de Flores creates fresh floral pieces to order. Because flowers are perishable and time-sensitive, our approach to refunds focuses on fairness, fast resolution, and protecting product quality.
Refunds, Returns, and Cancellations Policy
Returns
Fresh flowers and perishable products cannot be returned once delivered.
If there is an issue with your order, we will review it carefully and resolve it appropriately through a replacement, store credit, partial refund, or refund, depending on the situation.
Reporting an Issue
Please contact us within 6 hours of delivery if:
- Your arrangement arrives damaged
- The flowers are clearly compromised on arrival
- You received the wrong item
To help us assist you quickly, please provide:
- Your order number
- A clear photo of the arrangement
- A photo of the outer packaging, if applicable
Resolution Options
If we confirm an issue caused by us or our delivery partner, we may offer one of the following:
- A replacement arrangement
- Store credit
- A partial refund
- A full refund to the original payment method in confirmed cases
Approved refunds are typically processed within 5–10 business days, depending on your bank or payment provider.
Not Eligible for Refunds
Refunds are generally not provided for:
- Issues reported outside the 6-hour window
- Natural variation in flowers, including shade, size, and seasonal character
- Incorrect delivery details provided by the customer
- Missed calls, inaccessible locations, or refused deliveries
- Change of mind or personal preference after successful delivery
- Complimentary items or promotional add-ons
Cancellations and Order Changes
Because arrangements are prepared close to delivery time:
Same-day delivery orders
Cancellations or major changes are not guaranteed once preparation or dispatch has begun.
Future-dated orders
Cancellations or edits may be requested up to 24 hours before the scheduled delivery window.
If production has already started, store credit may be offered instead of a refund.
For urgent changes, please contact us as soon as possible.
Failed Deliveries and Re-Delivery
If delivery fails due to incorrect details, recipient unavailability, or access issues:
- A re-delivery fee may apply
- If flowers cannot be re-delivered in acceptable condition due to delay, a refund may not be available
Corporate, Events, and Bespoke Orders
For corporate subscriptions, events, installations, and bespoke commissions:
- Deposits may be required to confirm orders
- Deposits are non-refundable once sourcing, design, or production begins
- Date changes depend on notice period and flower availability
Contact Us
If you need assistance with an order, please contact our Customer Care team.
WhatsApp: +971 55 632 1876
Email: info@casadeflores.ae
Hours: 8:00 AM to 8:00 PM, Dubai time
A floral service, end to end
From brief to delivery
Order online for gifting, or share a brief for corporate and events. We handle sourcing, design, and presentation, with reliable delivery, careful setup, and a consistent finish across every piece.
