Refund & Returns Policy

Fresh flowers, floral boxes, baskets, and live plants are perishable goods that begin to age the moment they are cut and arranged. For reasons of hygiene and quality, we are unable to accept returns or exchanges of fresh floral products once they have been delivered and accepted by the recipient.

This is standard practice for florists everywhere and protects every customer by ensuring that no arrangement is ever resold or reused. Please note, however, that this does not affect your rights under our Freshness & Quality Guarantee below: if anything is wrong with your order, we will always make it right.

We stand behind every arrangement that leaves our boutique. Each order is inspected before dispatch and prepared using premium, fresh blooms selected to last. We guarantee that your flowers will arrive fresh, beautifully arranged, and faithful to the product you ordered.

If your flowers do not meet this standard on arrival, you are covered. Simply reach out to us within the window described below and we will arrange a free replacement or a refund — whichever you prefer.

In the rare event that your order arrives damaged, noticeably wilted, significantly different from what you ordered, or was not delivered at all, please contact us within 24 hours of the scheduled delivery time. Reach us by WhatsApp or phone at +962 78 091 2849, or by email at info@fantastic-flowers.com.

To help us resolve the matter quickly, please include a clear photo of the arrangement as received along with your order number. Once we review it, we will offer a free replacement delivered at the earliest available time, or a full refund — your choice.

Because flowers are perishable, the 24-hour window is essential: it allows us to verify the condition of the blooms while they are still fresh. Reports made after this period may not qualify for replacement or refund.

You may cancel your order for a full refund, or request changes to the items, delivery address, recipient, or delivery date, provided the request reaches us at least 24 hours before the scheduled delivery time and before the order has been dispatched.

Once an order has entered preparation or has been dispatched with our driver, it can no longer be cancelled or refunded, as the flowers have already been cut, arranged, and committed to your order. For same-day and urgent orders, please contact us as quickly as possible — we will always do our best to accommodate reasonable changes before the arrangement is made.

Accurate delivery details are essential for a perishable gift. If a delivery fails because the address provided was incomplete or incorrect, or because the recipient could not be reached or was unavailable at the time of delivery, our driver will attempt to contact you or the recipient for guidance.

In such cases, a re-delivery may require an additional delivery fee, and we cannot guarantee same-day re-attempt depending on the time and location. If the flowers cannot be delivered or safely held and have perished as a result, the order is not eligible for a refund, since the arrangement was prepared and dispatched correctly. To avoid this, please double-check the recipient's name, full address, and a reachable phone number at checkout.

When a refund is approved, it is issued using the same method as your original payment. For orders paid by CliQ, the amount is transferred back to your CliQ account or bank account. For Cash on Delivery orders that were paid in cash, refunds are arranged via CliQ transfer to the account of your choice.

Approved refunds are typically processed within 1 to 3 business days of confirmation. Depending on your bank, it may take a few additional days for the funds to appear in your account. We will always keep you updated until the refund is complete.

Because we work with fresh, seasonal flowers, a specific bloom, color, or variety may occasionally be unavailable at the time of preparation. In such cases, we reserve the right to substitute an item of equal or greater value while preserving the overall style, color palette, and feel of the original arrangement.

Substitutions made to maintain freshness and value are not considered a defect and do not qualify for a refund. If you have strict requirements for a particular occasion, please let us know in advance and we will confirm availability before preparing your order.

Non-perishable gift items — such as vases, balloons, plush toys, and similar accessories — may be returned within 7 days of delivery, provided they are unused, undamaged, and in their original packaging. To request a return, contact us with your order number and a photo of the item.

For hygiene and safety reasons, edible gifts such as chocolates, as well as fresh flowers and live plants, cannot be returned once delivered unless they arrived damaged or defective (see the damaged-items section above). Approved gift-item refunds follow the same method and timing described in our Refund section, and any delivery fee is non-refundable unless the return is due to our error.