Return and Refund Policy

Last updated: September 3, 2026

This Return and Refund Policy applies to purchases made through Floral Smiles, operated by EuroBlooms OÜ, registration number 17585654, registered at Harju maakond, Tallinn, Kesklinna linnaosa, Tartu mnt 67/1-13b, 10115, Estonia.

We want every flower delivery to arrive fresh and as close as reasonably possible to the product you ordered. Because flowers are fresh, perishable products and many arrangements are prepared specifically for an individual order, different return and cancellation rules apply compared with non-perishable goods.

Fresh Flowers and the Right of Withdrawal

Under applicable European Union consumer law, consumers generally have a 14-day right of withdrawal for purchases made online. However, this right does not apply to goods that are liable to deteriorate or expire rapidly.

Fresh flowers, plants and floral arrangements are perishable products and are therefore not generally eligible for return under the 14-day cooling-off period.

This does not affect your statutory rights if the products supplied are damaged, defective, incorrectly supplied or otherwise do not conform to the contract.

Problems With Your Flowers

If there is a problem with your order, please contact us as soon as reasonably possible after delivery.

Examples include:

• flowers arriving in an unacceptable condition;
• significant damage to the flowers or arrangement;
• the wrong product being delivered;
• important items being missing from your order; or
• an order not being delivered.

Because flowers are perishable and their condition can change quickly, we recommend contacting us within 24 hours of delivery where the complaint relates to the freshness, quality or condition of the flowers.

We may ask you to provide photographs of the flowers, arrangement and/or packaging so that we can investigate the issue with the local florist who fulfilled the order.

The 24-hour recommendation helps us investigate quality issues and does not limit any statutory consumer rights you may have under applicable law.

Refunds and Replacements

Where we determine that an order has not been delivered correctly or that the products supplied were damaged, defective or otherwise not of an acceptable standard, we may, depending on the circumstances:

• arrange a replacement or redelivery;
• provide a partial refund;
• provide a full refund; or
• offer another appropriate remedy.

The remedy will depend on the nature and extent of the problem and your rights under applicable consumer law.

Any approved monetary refund will normally be issued to the original payment method used to place the order. The time it takes for the refund to appear in your account may depend on your bank, card issuer or payment provider.

Flower Availability and Substitutions

Flowers are natural and seasonal products. Their availability can vary by location, season and the stock available to the local florist fulfilling your order.

Images displayed on our website are intended to represent the general style, colour, size and overall appearance of an arrangement. Individual flowers, foliage, containers or other elements may occasionally need to be substituted.

Where a substitution is necessary, we will aim to maintain the overall style, colour scheme and value of the arrangement and use products of similar or greater value wherever reasonably possible.

A reasonable substitution resulting from seasonal or local availability does not by itself mean that the product is defective or entitle the customer to a refund.

If a substantial change to the overall nature of the ordered product is required, we or the fulfilling florist may attempt to contact you before completing the order.

Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to cancel an order where preparation has not yet begun.

Because our orders may be transmitted to a local florist shortly after they are placed, and because flowers may be purchased, prepared or arranged specifically for the order, we cannot guarantee that an order can be cancelled once preparation or fulfilment has started.

Same-day and next-day delivery orders may enter preparation shortly after the order is received and may therefore have a very limited cancellation window.

If we are able to cancel the order before preparation has begun, we will provide a full refund.

Nothing in this section limits any cancellation or refund rights that cannot legally be excluded under applicable consumer law.

Incorrect Delivery Information

Customers are responsible for providing accurate and complete delivery information when placing an order, including the recipient's name, delivery address and, where requested, telephone number.

If delivery cannot be completed because the customer supplied an incorrect or incomplete address, we may be unable to provide a refund.

Where possible, we or the local florist may attempt to contact the customer or recipient to resolve the delivery issue. Additional delivery charges may apply if a second delivery attempt is required.

Recipient Not Available

Flowers may be delivered even when the recipient is not personally available to accept them.

Depending on the location and circumstances, the florist or delivery driver may:

• leave the flowers in a safe location;
• leave the flowers with a neighbour, receptionist or other appropriate person;
• contact the recipient;
• leave delivery instructions or notification; or
• arrange another delivery attempt where appropriate.

Where a delivery has been completed reasonably and safely according to the information provided with the order, the recipient's absence does not automatically entitle the customer to a refund.

Refused Deliveries

If the intended recipient refuses to accept an order, the order will normally be treated as having been delivered or as a delivery attempt having been completed.

Because the products are perishable and have already been prepared for the recipient, we may be unable to provide a refund in these circumstances.

Delivery Delays

We make reasonable efforts to deliver orders on the requested delivery date. However, delivery times can be affected by circumstances such as traffic, weather, availability, high seasonal demand, incorrect delivery information or circumstances outside our reasonable control.

Unless a specific delivery time has been expressly agreed, any delivery time shown or communicated should be regarded as an estimate.

If an order is not delivered on the agreed delivery date, please contact us so that we can investigate the delivery and provide an appropriate remedy where required.

Non-Flower Products

Some orders may include non-perishable products such as gifts or accessories.

Where a non-perishable product is subject to a statutory right of withdrawal, you may have the right to cancel and return that product within the period provided by applicable consumer law.

This does not apply where an exemption from the right of withdrawal applies, including where a product has been personalised or otherwise made specifically for you.

Please contact us before returning any non-perishable product so that we can provide the appropriate return instructions.

How to Report a Problem or Request a Refund

When contacting us about an order, please provide:

• your order number;
• the name of the person who placed the order;
• a description of the problem; and
• photographs where the issue concerns the condition, quality or contents of the delivery.

We may need to contact the local florist who prepared or delivered the order as part of our investigation.

Contact Us

For cancellations, complaints, refunds or questions about this policy, please contact:

EuroBlooms OÜ
Registration Number: 17585654
Harju maakond, Tallinn, Kesklinna linnaosa
Tartu mnt 67/1-13b
10115 Tallinn
Estonia

Email: contact@floralsmiles.com

This Return and Refund Policy does not limit or exclude any rights that consumers have under mandatory applicable consumer protection law.