Returns & refunds

We want every Velisse delivery to be a moment of joy. Because flowers are perishable, they cannot be returned, but they are covered by our freshness guarantee.

Our freshness guarantee

If your flowers arrive damaged, are not as described, or do not last at least 5 days with the recommended care, we will replace them free of charge or refund you.

How to request a replacement or refund

1. Contact us within 24 hours of delivery (or within 5 days for flowers that faded early).
2. Send your order number and a clear photo of the flowers.
3. Our team will reply within one business day with a replacement delivery or a refund.

Refunds

Refunds for cash-on-delivery orders are made by bank transfer or as store credit, as you prefer, within 5–7 business days.

Gifts and chocolates

Unopened gifts in their original packaging can be returned within 7 days. For hygiene reasons, chocolates and food items cannot be returned unless they arrive damaged.

Not covered

• Small variations in flower colour or variety, which are natural.
• Deliveries that could not be completed because of incorrect recipient details.