Each arrangement is made fresh for a specific wake, so our policy works a little differently from an ordinary shop. Please read it before you order. If something goes wrong, message us and we will make it right.
Flower substitutions
Flowers are seasonal, and we only use blooms that pass our quality check. If a flower in your arrangement is unavailable or not fresh enough on the day, we replace it with a flower of the same color and equal or higher value, keeping the look and size of the arrangement. The stand, ribbon or card and delivery stay the same.
If a change would make the arrangement look noticeably different, we message you first. If we cannot make the arrangement at all, we refund you in full.
Because every piece is handmade, the flowers may vary slightly from the photo in variety, shade, size or how open the blooms are.
Cancelling an order
- Orders for a later date: cancel by 12 NN the day before delivery for a full refund, or store credit valid for 12 months if you prefer.
- Same-day orders: we start preparing these right away. If we have not started yet, we can cancel with a full refund or move the delivery to another date. Once the flowers are cut and arranged, we can no longer cancel, but we can still change the delivery address or date if the wake details changed.
When we replace or refund
- The arrangement arrived damaged or not fresh.
- It is clearly different from what you ordered.
- We did not deliver on the date you chose because of our own mistake.
Message us within 24 hours of delivery with your order number, a few photos of the arrangement and a short description of the problem. Please leave the flowers as they were delivered while we look into it. Depending on the case, we will send a replacement on the next available delivery, give store credit or refund you.
When we cannot refund
- The chapel, address, date or contact details given at checkout were wrong.
- No one at the wake would accept the flowers, or the wake ended before the time you chose.
- Small differences in flower variety, shade or size from the photo, when the look and value are the same.
- Delays caused by severe weather, floods or road closures, as described in our Delivery Policy. We will still work with you on a new time or address.
- Problems reported more than 24 hours after delivery.
How refunds are paid
Refunds are sent to your bank account within 7 business days after we confirm the refund.
To report a problem, call or Viber us at 0945 633 1977, or email hello@funeralflorist.ph.