Thank you for choosing Flolestia. We take immense pride in crafting premium, high-quality, and beautifully personalized gifts, hampers, and everlasting bouquets. Because almost every order we create is customized, handcrafted, or contains delicate and perishable items, we operate under a strict policy regarding returns, refunds, and cancellations. Please review our guidelines below before placing your order.
1. The Core Rule: All Sales Are Final
Due to the highly personalized and bespoke nature of our products, we do not offer returns, exchanges, or refunds for changes of mind.
This final-sale policy applies strictly to the following categories:
- Handcrafted Artistry: Our Signature Single Grand Ribbon Rose Bouquets and Grand Luxury Chenille Stem Floral Bouquets are custom-made by hand upon order. Once crafted, they cannot be resold.
- Customized & Personalized Items: Any hamper, basket, or hot air balloon box featuring custom color themes, specific names, custom lettering, or personalized celebration cakes.
- Perishables & Consumables: Food items, premium chocolates, snacks, and cakes cannot be returned due to food safety and health regulations.
- Personal Care & Wearables: Items such as cosmetics, perfumes, jewelry, traditional bangles, and size-specific apparel or footwear cannot be returned for hygiene and sizing errors made during the ordering process.
2. Damages and Issues (The Exception)
We want your surprise to be absolutely perfect. In the rare event that your item arrives significantly damaged, broken, or if you receive the completely wrong order, we will gladly make it right.
To qualify for a replacement or store credit, you must follow these steps:
- Report Within 2 Hours: You must contact our customer support team via WhatsApp at 0331 0237503 within exactly 2 hours of the delivery time stamped by our courier.
- Provide Clear Proof: You must send clear, unedited photographic or video evidence showing the damaged item and the outer packaging.
- Resolution: Once our team reviews and validates the damage, we will arrange for a replacement of the damaged item to be sent out as quickly as possible, or issue store credit for a future purchase. Monetary refunds are not issued.
3. Order Cancellations & Modifications
We start processing and sourcing items for your premium setups quickly to ensure on-time delivery.
- Standard Orders: Cancellations or major design modifications are only accepted within 12 hours of placing your order.
- Premium & Advance-Booking Setups: For orders that require custom bakery items, specific designer apparel, or high-value setups, cancellations are not permitted once production or material sourcing has begun. Any advance deposits paid will be non-refundable.
4. Delayed or Refused Deliveries
- Courier Delays: While we strive to deliver exactly on your requested date, Flolestia is not liable for minor delivery delays caused by external factors beyond our control, such as severe weather, traffic accidents, road closures, or strikes. Delayed delivery under these circumstances does not entitle the buyer to a refund.
- Refused Deliveries: If the recipient refuses the delivery, or if the provided delivery address is incorrect/unreachable after multiple attempts by our rider, the order will be brought back to our facility. Because our items are custom-made, no refund will be issued, and the customer will be responsible for any re-delivery fees.
How to Get in Touch
If you have an issue with a delivery or need clarification on a specific order, our friendly team is here to guide you:
- WhatsApp Support: 0331 0237503
- Email Support: info@flolestia.pk