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                           Cancellations, Returns & Replacements


At FLORIANA Flowers & Chocolate CO LLC, our floral arrangements, chocolates, and gifting products are carefully prepared to order. As many of our products are fresh, perishable, customized, or prepared specifically for a particular delivery date, cancellation and refund eligibility depends on the stage of order preparation.

Cancellations

Cancelled Orders

  • Cancellation requests must be submitted to FLORIANA as soon as possible after placing the order.

  • Orders may be cancelled without a cancellation charge only if the order has not yet entered the preparation or delivery process.

  • Once an order has been prepared, customized, dispatched, or handed over to our delivery partner, it may no longer be eligible for cancellation or a refund.

  • Approved cancelled orders will generally be refunded as FLORIANA store credit.

  • Store credit will be valid for 6 months from the date of issuance and must be used before its expiry date. Store credit cannot be exchanged for cash or transferred to another person unless otherwise approved by FLORIANA.

  • If FLORIANA approves a refund to the original payment method, a 3% bank/payment processing fee may be deducted from the refundable amount.

  • Refunds to the original payment method may take approximately 4–12 working days to appear in the customer's account, depending on the payment provider and customer's bank.

  • Delivery fees are non-refundable once a delivery has been attempted or the order has been dispatched.

Recipient Unreachable / Incorrect Delivery Information

  • Customers are responsible for providing accurate recipient details, including the recipient's name, phone number, delivery address, building/villa information, and any relevant access instructions.

  • If the recipient is unreachable or the delivery cannot be completed because of incorrect, incomplete, or inaccessible delivery information, FLORIANA will contact the customer or recipient to arrange an alternative delivery.

  • Where possible, the order will be rescheduled to the next available delivery slot, subject to product availability and delivery capacity.

  • Any additional delivery charge resulting from an unsuccessful delivery attempt may apply.

  • Delivery fees are non-refundable where a delivery attempt has already been made.

Non-Serviceable Areas

  • FLORIANA currently provides delivery within Dubai only.

  • If an order is placed for an address outside our serviceable delivery area, FLORIANA may contact the customer to arrange delivery to an alternative serviceable address.

  • If an alternative address cannot be arranged and the order is cancelled, the eligible order value will be issued as FLORIANA store credit, valid for 6 months from the date of issuance.

  • Any payment processing or delivery fees already incurred may be non-refundable.

Returns & Replacements

Due to the perishable nature of fresh flowers, chocolates, macarons, dates, and other gourmet products, returns are generally not accepted.

However, FLORIANA is committed to resolving genuine quality or order-related issues.

Quality Issues

  • If a customer receives an item with a genuine quality issue, the issue must be reported to FLORIANA as soon as possible after delivery.

  • Customers may be required to provide clear photographs or videos of the product and packaging so that the issue can be verified.

  • Once the issue has been verified and approved by FLORIANA, the customer may be offered:

    • A replacement of the affected product;

    • An alternative product of equal value;

    • Store credit; or

    • A refund, where approved by FLORIANA.

  • Fresh flowers and floral arrangements are natural products, and minor variations in flower size, shape, color, bloom stage, and foliage are not considered defects.

Incorrect or Missing Items

  • If an incorrect item is delivered or an item is missing from the order, the customer must notify FLORIANA as soon as possible after delivery.

  • Once the issue has been verified, FLORIANA may arrange a replacement, provide the correct item, issue store credit, or provide a partial refund for the affected item, as appropriate.

Damaged Products

  • Any product that arrives damaged must be reported promptly after delivery, preferably with clear photographs of the product and packaging.

  • FLORIANA will review the claim and, where the damage is confirmed to have occurred during preparation or delivery, may offer a replacement, alternative product of equal value, store credit, or refund.

Cake & Perishable Gourmet Products

  • Any issue concerning cakes or other highly perishable food products must be reported within 3 hours of delivery.

  • The product should be kept in appropriate storage conditions until the issue has been reviewed by FLORIANA.

  • Due to food safety considerations, FLORIANA may not be able to accept or inspect returned food products.

Replacement Delivery

  • Approved replacement deliveries will generally be arranged for the next available delivery slot, subject to product availability and delivery capacity.

  • The timing of a replacement may depend on when the issue is reported, the product required, and the delivery location.

  • If the requested product is unavailable, FLORIANA may offer an alternative product of equal value or another appropriate resolution.

  • Where the issue was caused by incorrect customer-provided delivery information or the recipient being unavailable, any additional delivery costs may be charged to the customer.

Store Credit

  • Where store credit is issued, it will be sent to the customer using the contact details associated with the order.

  • Store credit is valid for 6 months from the date of issuance.

  • Store credit must be used in full or in accordance with the terms communicated at the time of issuance.

  • Store credit has no cash value and cannot be exchanged for cash unless required by applicable law or expressly approved by FLORIANA.

  • Expired store credit cannot be reinstated unless approved by FLORIANA.

Important Notice

FLORIANA reserves the right to review each cancellation, return, replacement, or refund request individually and to determine the appropriate resolution based on the condition of the product, preparation status, delivery status, and circumstances of the request.

Nothing in this policy limits any rights or remedies available to customers under applicable UAE laws and regulations.