Policies

In some instances, our photo may represent an overall theme or look and include a one-of-a-kind vase which cannot be exactly replicated.

Although the actual bouquet may not precisely match the photo, its temperament will. Occasionally, substitutions of flowers and/or containers happen due to weather, seasonality and market conditions which may affect availability. If this is the case with the gift you’ve selected, we will ensure that the style, theme and color scheme of your arrangement is preserved and will only substitute items of equal value or higher value.

If any design elements are of major importance to your order, please include them in the florist instructions at checkout or contact us to ensure availability.

Deliveries are made within the selected delivery window: 10 AM–2 PM, 2 PM–6 PM, or anytime between 10 AM and 6 PM if no specific timeframe is selected. Delivery times are estimates and are not guaranteed unless otherwise confirmed by our team.

We do not typically contact recipients prior to delivery unless specifically requested in the Special Instructions section at checkout. It is the sender’s responsibility to request a confirmation call if they would like us to verify recipient availability before delivery.

Customers are responsible for providing complete, accurate, and accessible delivery information, including apartment numbers, gate codes, business names, community names, and any other necessary delivery instructions.

If the address provided is incorrect, incomplete, inaccessible, or if our driver is unable to safely complete the delivery or contact the recipient or sender, the order may be returned to the shop. In such cases, refunds will not be issued, and an additional delivery fee will be required for any re-delivery attempt.

If the recipient is unavailable at the time of delivery, the order may be left at the door, front desk, reception area, with a neighbor, or in another location deemed reasonably safe by the driver. Once delivery has been completed to the provided address, Purple Mood Flowers is not responsible for stolen items, weather exposure, delays caused by the recipient, or any loss or damage occurring after delivery.

By placing an order, the customer acknowledges and accepts these delivery terms and authorizes us to complete delivery in accordance with this policy.

We accept claims only for items that arrive damaged or significantly different from the original order. Due to the perishable nature of flowers, all claims must be submitted within 24 hours of delivery and accompanied by photos.

Whenever possible, we will offer a replacement or store credit. Approved refunds are issued at our discretion and are generally limited to a maximum of 50% of the order value. Delivery fees are non-refundable once delivery has been attempted or completed.

We are unable to offer refunds for recipient unavailability, incorrect delivery information, gate/access issues, delays caused by the recipient, or minor variations in flowers, colors, containers, or packaging due to seasonal and market availability.