Returns & Refunds

Last updated: October 1, 2026

A thoughtful gift should arrive with care.

If your order is not right, contact hello@floravelia.com with your order number and the item concerned. Please contact us before sending anything back.

30-day returns for standard items

You may request a change-of-mind return within 30 days after delivery. The item must be unused, unaltered and complete with its display case, accessories and original protective packaging. Please include your order number or other proof of purchase. A complimentary gift-card message alone does not make a standard product ineligible for return.

Return steps and shipping costs

1. Email your order number, the item and the reason for your request.
2. We will confirm eligibility and provide the return address and packing instructions. The return location may be outside the United States; ask us before buying if return costs affect your decision.
3. After approval, send the item within 14 days using a tracked service and retain proof of dispatch.

For a change of mind, you pay the return postage and any applicable return import charges. We do not charge a restocking fee or deduct the original included standard shipping charge from an eligible product refund. We do not offer a general prepaid return-label service. Do not use the outbound parcel address unless we confirm it as the return destination.

Damaged, faulty or incorrect items

Contact us as soon as you notice a problem. Where reasonably possible, keep the item and packaging and include photographs of the piece, outer box and shipping label. We will arrange an appropriate replacement, repair or refund with you and cover the necessary agreed shipping costs for a confirmed fault, transit damage or incorrect item. These requests are not subject to our change-of-mind condition requirements, and this policy does not shorten any applicable legal remedy period.

Bespoke designs

Physical designs made to an individually agreed specification may be excluded from change-of-mind returns only where this is explained and agreed before you place the bespoke order. This does not affect remedies for faulty, damaged or incorrect goods. Contact us before ordering any physical customization.

Refunds

We will inspect a returned item and notify you of the decision. For an approved return, we issue the refund to the original payment method within 10 business days after receiving and inspecting the return, or sooner where required by law. Where we approve a refund without a return, we issue it within 10 business days of approval. Your bank or payment provider may take additional time to post it. Eligible refunds include the item price actually paid and applicable refunded sales tax.

Changes, cancellations and exchanges

Email us promptly if you need to change or cancel an order. We will confirm whether preparation or dispatch allows the change; an undispatched standard order can be cancelled for a full refund. A bespoke order may have different cancellation conditions only if agreed before purchase. For an exchange, contact us so we can confirm availability and the return arrangements.

Your rights

This policy does not limit your rights under applicable consumer law. For delivery questions, see Shipping & Delivery. You can also use our contact form.