1. Our Promise to You
At UrbanFlowers, we craft each order with care, using fresh flowers and made-to-order treats. Because of the perishable and personalized nature of our products, we kindly ask for understanding when it comes to returns.
Your satisfaction means everything to us. Whether you're sending a gift or treating yourself, we want every order to arrive fresh, beautiful, and exactly as expected.
If something isn't right, we're here to make it better – quickly and fairly.
2. What Can Be Returned
Our Return Policy at a Glance
UrbanFlowers accepts returns of eligible non-perishable items within 7 days of delivery. All eligible returns must be unused, in original condition, and in original packaging. Fresh flowers, cakes, chocolates, and other perishable products cannot be returned but are covered by our 100% Freshness Guarantee.
Our return policy is designed to be fair and considerate of the nature of our products. We handle returns based on two main categories:
🌸 Perishable Products
- • Fresh flowers & plants
- • Cakes & baked goods
- • Chocolates & cheese
- • Gift baskets with food items
Handled case by case • 2-hour notification window
🎁 Non-Perishable Products
- • Perfumes & fragrances
- • Candles & home decor
- • Vases & containers
- • Lifestyle gifts
7-day return window • Must be unused
3. Perishable Products Policy
Time-Sensitive Returns
Due to the delicate nature of fresh flowers, plants, cakes, and perishable gifts, we require notification within 2 hours of delivery for:
- • Products that arrive damaged or not fresh
- • Orders significantly different from what was expected
- • Missing items or incorrect orders
Free Replacement
Same-day delivery of a fresh order
Store Credit
Full value credit for future orders
Full Refund
In rare cases, money back
4. Non-Perishable Products
You have 7 days from delivery to request a return or exchange for non-perishable items.
To qualify for return:
Unused
Product not used or tested
Unopened
Original seals intact
Original Packaging
All tags & boxes included
What you'll receive:
- Refund to your original payment method, or
- Store credit for future purchases (your choice)
5. How to Start a Return
Starting a return is easy. Simply contact us via:
Please include:
Order Number
Found in your confirmation email
Photo
If item is damaged or wrong
Description
Brief explanation of the issue
Response time: We'll reply promptly and walk you through the next steps.
6. Refund Timeline
Store Credit
Issued immediately
- • Applied to your account instantly
- • No expiration date
- • Use on any future order
Original Payment
Processed in 5-10 business days
- • Refunded to original payment method
- • Bank processing times may vary
- • You'll receive email confirmation
7. Exchanges
We're happy to explore exchange options for you. Whether you'd like a different variety, size, or product, reach out and let's see what we can do.
Contact our team and we'll work together to find the perfect solution.
8. Return Shipping Costs
If We Made a Mistake
We cover all shipping costs
Wrong item, damaged product, or quality issue
Change of Mind / Customer Error
You cover return shipping
Personal preference, no longer needed, or wrong address provided
9. Same-Day Cancellation or Postponement
Because all of our products are made-to-order, we ask for as much notice as possible when canceling or postponing orders.
| When You Cancel | What You Get |
|---|---|
| ≥ 1 day before delivery | ✅ Full refund or free reschedule |
| Same day (before prep starts) | ✅ Full refund or free reschedule |
| Same day (after prep has started) | ⚠️ 30% refund or store credit |
| Already out for delivery | ❌ No refund (due to perishable nature) |
Note: We start preparing orders 6-7 hours before the delivery window. The earlier you notify us, the better we can accommodate your request.
Wrong Address: If you provided an incorrect delivery address, please contact us immediately. Re-delivery charges will apply.
10. Contact Us Anytime
We're available 24/7 to help you.
Governing Law & Jurisdiction
This Return & Refund Policy follows the laws of Thailand. Any disputes arising from returns, refunds, or this policy will be resolved according to Thai law and under the jurisdiction of Thai courts. UrbanFlowers Co., Ltd. is registered in Bangkok, Thailand.