Refund policy
Return, Cancellation & Refund Policy
Every VowPetals bouquet is handmade to order. Please review your product selection, customization details, shipping address, and wedding timeline carefully before completing your purchase.
Order Cancellations
Orders may be cancelled within 24 hours of purchase for a full refund to the original payment method.
After 24 hours, your order enters production and can no longer be cancelled or changed. Please contact us as soon as possible if you need assistance with an order.
Returns and Exchanges
Because each bouquet is handmade to order, all sales are final after the 24-hour cancellation period. We do not accept returns or exchanges for change of mind, color preference, wedding plan changes, or other non-quality-related reasons.
Damaged or Incorrect Items
Please inspect your order as soon as it arrives. If your bouquet arrives damaged beyond reshaping, or you receive the wrong item (for example, a different product, color option, or missing add-on than what you ordered), contact us within 48 hours of delivery, as shown by carrier tracking, at vowpetals@outlook.com.
Please include:
- Your order number
- A description of the issue
- Clear photographs or a video of the item
- A clear photograph of the shipping label showing the tracking number
- Photographs of the outer shipping box and the inner packaging, if the item was damaged in transit
Please retain the product and all original packaging while we review your claim. Transit damage claims are reviewed together with the carrier, and claims received after 48 hours or without the requested photographs may not be eligible.
Once the issue is verified, we will provide an appropriate replacement or refund. Refunds are issued to the original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.
Handmade Variations
Each bouquet is handcrafted to order, so natural variations in flower placement, stem shape, cascade length, fullness, and color tone are part of the handmade process. These variations, as well as differences from product photos or concept images, are not considered defects or incorrect items and are not eligible for a refund or replacement.
Normal Shipping Compression
Because floral arrangements are carefully packed for international shipping, minor compression, petal bending, or movement may occur during transit. These conditions are usually reversible with gentle reshaping and are not considered product defects.
If you need assistance reshaping your bouquet, contact us and we will provide guidance.
Lost Packages
A package is considered lost when its tracking has shown no update for 15 consecutive business days and the loss has been confirmed by the carrier. For a confirmed lost package, VowPetals will provide a replacement or a refund, at our discretion.
Delivered but Not Received
If tracking shows that a package was delivered but you cannot locate it, please first check with household members, neighbors, the delivery location, and the carrier, and contact us within 48 hours of the delivery shown in tracking. We will assist with a carrier investigation. A package shown as delivered is not considered lost unless the carrier confirms the loss, and reports received after 48 hours may not be eligible for a carrier investigation.
Refused, Undeliverable, or Unclaimed Packages
If a package is refused, cannot be delivered because no one is available to receive or sign for it, or is not collected from the carrier within its holding period, any return or reshipment charges are the customer's responsibility. Such orders are not eligible for a refund, and VowPetals is not responsible for packages lost while being returned for these reasons.
If a delivery fails for reasons outside the customer's control, we will work with the carrier to arrange redelivery at no additional cost.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
Address corrections requested within 24 hours of purchase can be made before production or shipment. Once an order has shipped, we cannot guarantee that the carrier can reroute it.
If a package is returned, delayed, or requires reshipment because the customer provided an incorrect or incomplete address, the customer is responsible for any additional shipping or carrier charges. Orders delivered to the address entered at checkout are not eligible for a refund solely because the address was entered incorrectly.
Contact Us
For cancellations, order issues, or shipping assistance, contact:
This policy does not limit any rights available to you under applicable law.