At UrbanFlowers, we are dedicated to providing our customers with fresh, high-quality products and an exceptional shopping experience. If you are not completely satisfied with your purchase, our return policy ensures a straightforward process for returns and exchanges. Please review our policy details below:

1. Fresh Flower, Plant, & Highly Perishable Item Return

Due to the perishable nature of flowers, plants, fresh cheese, chocolates, and other temperature-sensitive items, we handle returns and refunds on a case-by-case basis. If your item arrives damaged, defective, or does not meet your expectations, please contact our customer service team within 12 hours of delivery.

Eligibility for Returns: Fresh flowers, plants, gift hampers with perishables (e.g., chocolates, fresh cheese), and similar temperature-sensitive items are eligible for a replacement or store credit if reported within 12 hours of delivery.

Refund/Replacement: We will work with you to issue a replacement, provide a store credit, or, in special cases, issue a refund.

2. Non-Perishable Gifts (e.g., Perfumes, Candles, Non-Food Items)

EXCHANGE PROCESS

For non-perishable items, such as perfumes, candles, and other gifts, our return policy provides a 14 day window from the date of delivery.

  • Eligibility for Returns: Non-perishable items are eligible for returns if they are in original packaging, unopened, and unused.
  • Return Process: Once we receive the returned item, a refund will be issued to your original payment method or as store credit.

Return Process

To initiate a return, please reach out to our customer service team at [email protected] or call us at 062 195 9586 with your order number, a photo of the item (if applicable), and a brief description of the issue. Our team will review your request and provide the next steps.

Refund Processing Time

Once we receive your returned item or confirm an issue with your original order, refunds will typically be processed within 5-7 business days. Store credits are issued immediately upon approval.

Exchanges

Exchanges are available on a case-by-case basis. If you would like to exchange your item, please reach out to our customer support team to discuss options.

Return Shipping

UrbanFlowers will cover return shipping costs if an item arrives damaged or incorrect. For returns based on personal preference, customers are responsible for return shipping costs.

Contact Us

Your satisfaction is our top priority. If you have any questions or need further assistance with a return, please contact our support team at [email protected] or call us at 062 195 9586.

Thank you for choosing UrbanFlowers, and we look forward to delighting you with our products and service!