Returns & Refunds
Last updated: 27 Jan 2026
Due to the perishable nature of flowers and plants, returns and refunds are handled under specific conditions. This policy explains when refunds or replacements may be offered and how to request assistance if an issue occurs with your order.
General Policy
Flowers and floral arrangements are perishable products. As a result, traditional returns are not applicable. However, we are committed to ensuring customer satisfaction and will review all refund or replacement requests fairly and carefully.
When a Refund or Replacement Is Possible
A refund or replacement may be offered in the following cases:
- The bouquet arrives damaged or in poor condition
- The delivered product does not match the order description
- There is a significant quality issue with the flowers
- An incorrect item was delivered
Each case is assessed individually.
When Refunds Are Not Available
Refunds or replacements are generally not provided in the following situations:
- Change of mind after delivery
- Recipient unavailable at the delivery address
- Delivery delays caused by incorrect address or contact details
- Natural variations in flowers (colour, size, shape) due to seasonality
Floral arrangements are handmade, and slight variations are considered part of the product's character.
Timeframe for Claims
To be eligible for a refund or replacement:
- You must contact us within 24 hours of delivery
- Clear photographic evidence of the issue must be provided
Requests submitted after this period may not be eligible for review.
Refund Method
If a refund is approved:
- Refunds will be issued to the original payment method
- Partial refunds or replacements may be offered depending on the situation
- Processing times may vary depending on the payment provider
Delivery Issues
If delivery cannot be completed due to recipient unavailability, incorrect information, or access restrictions, our team will follow the delivery instructions provided or contact the sender to determine the next steps. Additional delivery attempts or fees may apply.
How to Request a Refund or Replacement
To submit a request, please contact us with the following information:
- Order number
- Description of the issue
- Clear photos of the bouquet or product
- Contact details
Requests can be sent via email.
Contact Information
If you have any questions regarding returns or refunds, please contact us:
Gotham Fleurs
Email: info@gothamfleurs.fr
Address: 31 Boulevard de la République, Beausoleil, France
