Refund policy

Quality Guarantee
We are committed to delivering fresh, high-quality flowers. If your flowers arrive in unsatisfactory condition, please contact us within 24 hours with a photo of the arrangement. We’ll work with you to either replace the item or issue a partial or full refund, depending on the situation.

Delivery Issues
If an order isn’t delivered to the specified location or recipient on the expected date due to an error on our part, we will reattempt delivery at no additional cost or provide a full refund.

Refunds for Undeliverable Orders
If we’re unable to deliver due to incorrect or incomplete address information provided by the customer, we will reach out to resolve the issue. However, refunds may not be provided in cases where we cannot complete delivery due to customer error.

Seasonal and Availability Substitutions
Occasionally, specific flowers may be unavailable due to seasonal or regional supply conditions. In such cases, we reserve the right to make substitutions with flowers of equal or greater value while preserving the style and overall look of the arrangement.

Change of Mind
Due to the perishable nature of flowers, we’re unable to offer refunds for change-of-mind cancellations once an order is processed. However, if you need adjustments, please reach out within ONE HOUR of placing your order, and we’ll do our best to accommodate.

Refund processing time

Please allow up to 7 days for the refund to be processed.

To start a return or refund, you can contact us at hello@willowandpeony.co.nz.