Changes and Substitutions.
Flower arrangements are unique, handmade and prepared with fresh products, so no two arrangements will be exactly the same. We make every reasonable effort to prepare your order as close as possible to the product photos and descriptions, but flowers, colors, bases, decorations and complementary items may vary due to availability in Medellin or the delivery city.
To help deliver your order on the requested date, we may make substitutions when necessary. For mixed flower arrangements, we will try to preserve the colors shown online and may use flowers of equal or greater value. For single-flower designs such as roses, sunflowers or lilies, we will do our best to match the flower type and may substitute the color when the exact option is unavailable.
Returns and Refunds.
Your satisfaction is our priority. If there is a complaint or problem with an order, please report it within five days after the requested delivery date. Include the order number, buyer name, recipient information, a clear description of the issue and photos that allow us to review the condition of the product.
Because flowers are fresh and perishable, each case is reviewed according to product type, preparation status, delivery attempt, recipient availability, evidence provided and the time when the issue was reported. At our sole discretion, we may provide a refund, replacement, correction or reasonably equivalent flower arrangement or gift basket as soon as reasonably possible.
Address, date or message changes can be requested before the order enters advanced preparation or dispatch. Changes may require additional delivery fees depending on the destination zone. Once an arrangement has been prepared or sent for delivery, changes and cancellations may be limited.
Refunds may take additional time to appear depending on the payment method, payment gateway, bank or card issuer. Delivery fees, payment processing fees or costs already incurred may be non-refundable when the order was prepared, dispatched or attempted according to the information provided by the buyer.
To request support, contact us through the official customer service channels listed on the contact page or email info@floristeriamedellin.co.