You must send us a request for cancellation through email at email@example.com and we have a 10% cancellation fee for Paypal Payment, once the payment has been made. Our process for cancellation/refund will take 7 working days. Orders cannot be canceled once they have been designed and are on delivery, or if delivery has been attempted and cannot be completed if the recipient is unavailable. Orders that are placed with incorrect information (i.e. Wrong Address) that prevents direct delivery cannot be canceled or refunded.
We will replace an item that was returned to us provided that the recipient informed us within 48 hours of receipt of the goods through email or call for any of the following reasons:
* Incorrect Item
* Damaged and Defective Items
* Unmet Product Specifications
We will deliver the said replacement after two days from the date of the complaint as long as it has a valid reason. We do not accept refund and cancellation of transactions once the item has been processed and delivered.
Valenzuela Flora will make every attempt to fill the order as requested. However, due to nature, seasonality and regional availability of the flowers, it is sometimes necessary to make substitutions of equal or greater value. As well, if a specific container or other items are not available we will make a substitution of equal or greater value. We will make every effort to maintain the "look and feel" of the specific arrangement by the overall shape, size, style and color combinations. If an order is for a single type of flower color substitutions will be made only.
For example, if white gerberas are not available a substitution of another color of gerberas will be made automatically or if the strawberries in fruit basket is not available we will replace it with other fruit of same or greater value.
If you, or your recipient, receive flowers that are stale. Or dried, or totally different from what declared in the Order Invoice emailed to you, please send us the photo within 24 hours of product receipt and we will gladly send you a new arrangement.
Email us at firstname.lastname@example.org
You can contact us during our working hours: Mon-Fri: 9am-6pm, except public holidays