Refund policy
Straight answer first
If something we sent is not right, tell us. We will fix it. No forms, no runaround.
Fresh flowers, plants and anything edible
Our flowers should look good for at least 5 days after delivery. If yours do not, we want to know.
Tell us within 3 days. Send a photo to hello@flowerguy.co.za and we will replace the order or refund you in full, whichever you would rather have. Do not send fresh flowers back to us. There is no point and we are not going to ask you to.
Gift boxes, candles and anything that is not perishable
You have 7 days from delivery to return it for a full refund, as long as it is unused and still in its original packaging.
Email hello@flowerguy.co.za with your order number to start a return. Returns go to 16 Toffie Lane, Cape Town, WC, 7708, South Africa.
Return postage is on you, unless the item turned up damaged or faulty, in which case we cover it.
Damaged or faulty
Email us within 3 days with a photo. We replace it or refund you in full, and we pay to get it back to us.
Under the Consumer Protection Act you have a right to a repair, replacement or refund on anything defective, unsafe or not fit for purpose, for six months from delivery. Nothing here takes that away.
If nobody is there to receive it
Every order includes one delivery attempt. If nobody is at the address, or the address we were given is wrong or incomplete, we bring the order back to the studio and get in touch with you.
A second delivery attempt costs R89.95. That covers the driver going out again and it is payable before we redeliver.
A failed delivery is not a refundable situation. The order was made and the delivery was attempted, so we cannot refund an order that could not be delivered because nobody was home or the address was wrong. If the flowers are past their best by the time we can get them back out to you, we will remake them at no charge. You only pay the redelivery fee.
Two things make this rare. Give us a mobile number the recipient actually answers, and tell us at checkout about gate codes, reception desks or a better time of day.
What we cannot take back
- Gift cards
- Personalised or customised items, unless they are faulty
- Fresh items reported after 3 days
- Non-perishable items reported after 7 days, or sent back used or without the original packaging
- Sale items, unless faulty
Refunds
Once your return reaches us and we have checked it, we refund to your original payment method. Banks usually take three to five working days to show it. If nothing has landed after seven working days, check with your bank first, then email us and we will chase it.
Was it a gift?
If someone sent it to you and you would rather have something else, we issue a gift card for the value of the item.
Getting hold of us
hello@flowerguy.co.za