Refund policy
Cancelling an order
You can cancel within one hour of placing your order, as long as we have not already started preparing it. Message us on WhatsApp at +971503001290 — the fastest way to reach a florist — and we will confirm. Once we do, we refund the full amount to the way you paid.
After that hour, or once your arrangement is being made, we usually cannot cancel: the stems are cut and the work is done. Tell us anyway. If we can still stop it, we will.
Changing an order
The delivery date, time window, address, recipient details and card message can usually be changed while your order is still waiting to be prepared. The sooner you tell us, the more likely we can do it.
Our fresh-flower guarantee
Every arrangement leaves us fresh and hand-checked. If your flowers arrive damaged, or they wilt within three days of delivery when they have been kept in water and out of direct sun, send us a photo. We will replace the arrangement or refund it — whichever you prefer.
If something is wrong when it arrives
Please tell us within 24 hours of delivery and send a clear photo. That lets us act while the flowers are still fresh enough to judge, and get a replacement to you quickly. It covers:
- flowers that arrive damaged or not fresh
- the wrong item, or something missing from the order
- a card printed with the wrong message
We will replace the order or refund it. Where the fault is ours, you never pay a second delivery charge.
Please do not read those 24 hours as a deadline on your legal rights. If you come to us later we will still look at it, and nothing in this policy limits the rights UAE consumer law gives you.
If the delivery is late, or does not arrive
If we miss the date you chose, contact us and we will put it right — normally by delivering as soon as we can, or by refunding the order together with the delivery charge. Occasionally something outside our control gets in the way: severe weather, a road closure, a building that will not let a driver in. We will tell you what happened and agree what to do next.
If the recipient is not there, or the details were wrong
Flowers are perishable, so a failed delivery is urgent. We will try to reach the recipient, then you, and together we agree the next step — usually another attempt on a new date. A second attempt is charged at the normal AED 30 delivery rate where the first one failed because the address was wrong or incomplete, or nobody was available to receive it.
What we cannot take back
Because they are perishable, or made specifically for you, we cannot accept returns of:
- fresh flowers and floral arrangements
- personalised items — printed balloons, acrylic name plates and message boards, printed cards
- food gifts such as chocolates, once delivered
This does not apply when an order arrives damaged, is not what you ordered, or never arrives at all. Those we always put right.
Substitutions
Flowers are seasonal, and occasionally a stem we planned to use is not good enough on the day. When that happens we substitute a bloom of equal or greater value in the same palette, and we message you first. If you would rather we did not substitute at all, tell us when you order and we will speak to you before making anything.
How refunds are paid
Refunds go back to the card or method you paid with. We process them as soon as they are approved; how long the money then takes to appear depends on your bank, and is usually a few working days.
Talking to a person
WhatsApp +971503001290 or email info@bloomistryuae.com. We answer daily, 9:00 AM to 11:00 PM. If your gift is already out for delivery, WhatsApp is much faster than email.
Your rights
Nothing in this policy takes away the rights you have under UAE consumer protection law. If we cannot resolve something between us, you can raise it with the consumer protection authority in your emirate.