Refund, Return & Exchange Policy

At Flowers in Kuwait, we want customers to be happy with their orders. Because we sell fresh, perishable, and customized products, refunds, returns, and exchanges are limited and reviewed case by case.

1. Non-Returnable Items

The following items are generally non-returnable and non-exchangeable unless they are damaged, defective, incorrect, or not as described:

  • Fresh flowers and floral arrangements
  • Cakes, chocolates, and food items
  • Balloons
  • Customized or personalized gifts
  • Message cards and personalized add-ons
  • Products already delivered and accepted

We do not accept returns or exchanges for change of mind, wrong product selection, or recipient refusal.

2. When Refunds or Replacements May Apply

You may be eligible for a refund, replacement, exchange, or store credit if:

  • You received the wrong product
  • The product arrived damaged or defective
  • An item was missing from your order
  • The product was significantly different from the confirmed order
  • Flowers in Kuwait cancelled your order after payment
  • Delivery failed due to an issue caused by Flowers in Kuwait

The final solution will depend on the product type, issue, and evidence provided.

3. Reporting an Issue

If there is a problem with your order, please contact us as soon as possible.

For fresh flowers, cakes, chocolates, and other perishable items, complaints must be reported on the same day of delivery.

Please provide:

  • Order number
  • Customer name
  • Delivery date
  • Clear photos or videos of the product and packaging
  • Short explanation of the issue

Delayed complaints may not be accepted because product condition can change after delivery.

4. Product Variations and Substitutions

Flowers, colors, sizes, packaging, cake designs, decorations, and gift items may vary slightly from website photos due to season, availability, and supplier stock.

If an item is unavailable, we may substitute it with a similar item of equal or higher value. Reasonable variations or substitutions are not considered defects and do not qualify for refund or exchange.

5. Cancellations and Failed Delivery

Orders may be cancelled only if preparation, customization, dispatch, or delivery has not started.

Refunds may not be available if delivery fails because of incorrect address, wrong phone number, recipient unavailability, recipient refusal, restricted access, or last-minute changes requested by the customer.

Redelivery may be arranged at our discretion and may require an additional delivery charge.

6. Refund Method

Approved refunds will usually be processed through the original payment method.

Refund processing time may vary depending on the bank, card issuer, payment gateway, or payment method used.

7. Contact Us

For refund, return, exchange, cancellation, or complaint requests, please contact:

Flowers in Kuwait
Hawalli - Block 10, Al Othman St
Ghanima Complex, Ground Floor, Shop 45
Kuwait

Phone: +965 9750 9262
Email: starflowers.kw@gmail.com