Our Promise to You
Returns & Exchanges
Your wedding day is irreplaceable — and so is our commitment to making sure every detail arrives just right. If anything falls short, our care team is here to help, personally.
30 Days to Decide
Eligible items can be returned within 30 days of delivery for a refund or exchange.
Covered, No Return
Arrived defective or damaged? We’ll send a replacement right away — usually with nothing to ship back.
A Person, Not a Portal
No automated systems. A real team member reads every email and walks you through it.
The Process
How a Return Works
No printable labels to wrestle with. No third-party portals. Send one email, and we’ll take it from there.
Email Our Care Team
Write to [email protected] with your order number and a short description of the issue. Photos help, but they aren’t required.
We Reply Personally
Within 1 business day, a team member responds with the best path forward — refund, exchange, or replacement.
We Handle the Rest
If a return is needed, we’ll send step-by-step instructions. For most damage and defect cases, nothing needs to come back.
The Details
Policy at a Glance
The full breakdown of returns, exchanges, and replacements. When in doubt, just email us — we’re flexible, and we want you happy.
Returns
For Refunds
- Items must be unused and in their original packaging.
- Original shipping fees are non-refundable once an order has shipped.
- If the return is not due to damage, defect, or our error, return shipping may be the buyer’s responsibility.
- If your order arrived in multiple boxes, contact us — we’ll guide you through each one.
- Final sale and clearance items are not eligible for return unless defective.
Exchanges
For Same-Style Swaps
- Exchanges are accepted for the same product at equal price.
- If you’d like a different style or color, we suggest returning for a refund and placing a new order — it’s faster.
- Exchanges are subject to stock availability. If the item is out of stock when your return arrives, we’ll issue a refund instead.
Replacements
For Damage & Errors
- Replacements are issued at no cost for items that are damaged, defective, missing, or wrongly sent.
- For most damage and defect cases, no return is needed — we’ll simply ship you a new one.
- For wrong-item cases, we may ask you to return the incorrect item before the replacement ships.
Ready to Start?
Tell Us What Happened
Whether it’s a quick question or a full return request, one email starts the conversation. We’ll guide you through every step — no portals, no printed labels, no guesswork.
Average response time: under 24 hours, Mon–Fri
Common Questions
Quick Answers
A few things customers often ask. If yours isn’t here, just email us.
What if my package was lost or never arrived?
Please email us within 60 days of your estimated delivery date with your order number. We’ll work with the carrier and arrange a replacement or refund as appropriate.
How long do refunds take to appear?
Once we confirm your return, refunds are processed within 3 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days to appear on your statement.
Do I have to print a return label myself?
No. We don’t use a self-service portal. If a return is needed, our team will email you specific instructions and any labels or addresses required. You’ll never have to figure it out alone.
My flowers look slightly different from the photos. Is that returnable?
Small variations in handcrafted silk florals are normal — each piece is shaped by hand, and slight differences in fluffing and arrangement are part of the craft. That said, if the color or arrangement looks significantly different from what’s shown, email us with a photo and we’ll make it right.
Can I cancel an order before it ships?
Yes — within 24 hours of purchase, before your order enters fulfillment. The fastest way is our cancellation form, where you can also ask to change the color, quantity, or address instead. You can still email us with “Cancel Order #” in the subject line.