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Every order is arranged by hand and prepared for its own delivery time. Because fresh flowers are perishable, this policy differs from ordinary retail. The clauses below explain what we do if an order is not right, when it can be cancelled, and how refunds are made. They match the FAQ and the Terms word for word.
Flowers are perishable: no returns after delivery
Fresh flowers, flower boxes and vase arrangements are perishable goods that begin to age from the moment they are cut and arranged. For hygiene and quality reasons they cannot be returned or exchanged once delivered and received.
This does not affect your right to a resolution where there is a genuine defect or a mistake on our side, which the next clause sets out.
If the order arrives damaged or wrong, or was not delivered
If the arrangement arrives damaged, clearly wilted or substantially different from what was ordered, or was not delivered at all, please contact us within 24 hours of receipt via WhatsApp, on +962 78 091 2849, or by email at info@fantastic-flowers.com.
To speed things up, attach a clear photo of the arrangement as received together with your order number. After reviewing the case we provide a replacement or a suitable resolution.
The 24-hour window matters because flowers are perishable: it lets us check the arrangement while it is still close to its condition at delivery. Reports made after that period may not qualify.
Cancellations and changes
You can change or cancel an order as long as preparation has not started. Please contact us as soon as possible on +962 78 091 2849 or via WhatsApp.
Once preparation has begun or the order is out for delivery, changes and cancellation are no longer possible, because the flowers have been cut and arranged for that order. A cancellation accepted before preparation starts is refunded in full for what was paid.
Failed delivery
Delivery depends on the recipient being reachable at the address given. If they are not available, the driver tries to call them to arrange the handover.
An additional delivery fee may apply to a second attempt if delivery failed for reasons outside our control, such as an incomplete address or a phone number we cannot reach. To avoid this, please check the recipient's name, full address with the nearest landmark, and a working phone number at checkout.
Substitutions of equal value
Because we work with fresh, seasonal flowers, a specific variety or colour may be unavailable at the time of preparation. It is then replaced with flowers of equal or greater value, keeping the arrangement's overall character, palette and size.
A substitution of this kind is not a defect and does not warrant a refund. If a preference must not be substituted, please tell us before preparation begins so we can confirm availability.
How and when a refund is made
Where a refund is agreed, it is issued by the original payment method. CliQ orders are transferred back to the same account, and cash-on-delivery orders that were paid in cash are refunded by CliQ transfer to an account you choose.
Refunds are usually processed within one to three business days of being agreed, and the amount may take additional time to appear in your account depending on your bank.
The delivery fee is not refundable unless the problem was on our side.