Refund policy

Last Updated: June 2026

At Arlen Flower, customer satisfaction is important to us. We take great care in creating and delivering fresh floral arrangements, handmade gifts, and other products. Due to the perishable nature of flowers, certain conditions apply to refunds, replacements, and cancellations.

Fresh Flower Products

Flowers are natural and perishable products. Variations in bloom size, colour, flower varieties, and presentation may occur due to seasonal availability and freshness standards.

Because flowers are perishable, we do not accept returns on delivered floral arrangements.

Quality Concerns

If your order arrives damaged or in unsatisfactory condition, please contact us within 24 hours of delivery.

To help us review the issue, please provide:

Your order number
A description of the concern
Clear photographs of the product

After reviewing the issue, Arlen Flower may offer:

A replacement arrangement
Store credit
A partial or full refund where appropriate

All resolutions are provided at our discretion based on the circumstances.

Delivery Issues

If the recipient is unavailable at the time of delivery, we may:

Leave the order in a safe location when appropriate
Leave the order with a concierge, receptionist, or household member
Contact the recipient using the phone number provided

Once an order has been successfully delivered to the address provided, Arlen Flower cannot be held responsible for loss, theft, damage, or deterioration of the product.

Incorrect Delivery Information

Customers are responsible for providing accurate delivery information.

Arlen Flower is not responsible for delays or failed deliveries caused by:

Incorrect addresses
Incomplete addresses
Incorrect phone numbers
Recipient unavailability

Additional delivery fees may apply if redelivery is required.

Order Cancellations

Orders may be cancelled for a full refund if the request is received before preparation of the order has begun.

Once flowers have been designed, prepared, or dispatched for delivery, cancellations and refunds may not be available.

Custom Orders and Event Flowers

Custom floral designs, wedding flowers, event flowers, and special-order products may require advance purchasing of materials and flowers.

These orders may be subject to separate cancellation and refund terms provided at the time of booking.

Handmade Jewellery and Gift Items

Handmade jewellery and gift products may be eligible for review if received damaged or defective.

Any concerns must be reported within 48 hours of delivery with supporting photographs.

Substitutions

In rare situations, certain flowers or materials may be unavailable due to seasonal or supplier limitations.

Arlen Flower reserves the right to substitute flowers or materials with alternatives of equal or greater value while maintaining the overall style, colour palette, and quality of the arrangement.