At Aster Flower, all refund and return requests are reviewed on a case-by-case basis. This policy explains our process and helps ensure a fair and transparent experience when a refund, return, or replacement is required.

Satisfaction Guarantee

Your satisfaction is important to us. If you are not completely satisfied with your order, please contact Aster Flower as soon as possible. If the issue occurred due to an error on our part, we will make every reasonable effort to resolve the matter promptly and fairly.

Ordering Mistakes

We understand that order details can sometimes be entered incorrectly. If you notice a mistake in your order, such as an incorrect delivery date, address, or an additional item added by mistake, please contact us as soon as possible.

We can make changes until the order has been handed over to the delivery driver.

If our team notices a possible issue with your order, we may contact you to confirm the details. If we do not receive a response before the order is dispatched, the order will be prepared and delivered according to the original order details.

Order Cancellations

If you need to cancel an order, please contact Aster Flower immediately.

• Orders that have already been delivered cannot be cancelled or refunded.
• If the order has already been handed over to the courier, a cancellation fee of 50% of the total order value will apply to cover preparation and delivery costs.
• A full refund may be issued only when the order has not yet been dispatched.

Substitutions

We always aim to provide the exact flowers and colours selected when placing your order. However, because we work with fresh flowers and seasonal availability can vary, substitutions may occasionally be necessary.

If a significant substitution is required, we will try to contact you for approval. If you do not accept the replacement, we can provide a full refund or an alternative arrangement, provided we receive your response before the order is dispatched.

If we do not receive a response before dispatch, we will proceed with the available substitution.

At Aster Flower, we take every reasonable step to minimise substitutions and ensure that your selected arrangement is delivered as closely as possible to your original choice.

After Delivery

If your delivered flowers are incorrect or do not meet our quality standards, Aster Flower will arrange a replacement where applicable.

Please note that we cannot offer refunds or replacements if you do not contact us within 1 hour of delivery.

Replacements & Returns

If a replacement is arranged, we may ask for the original flower arrangement to be returned so that our team can assess the issue. Where required, the pickup will be arranged when the replacement is delivered.

If a refund is approved and we request the flowers to be returned for inspection, any applicable pickup or return delivery charges will be covered by Aster Flower.

Refund Processing

Approved refunds will be returned to the original payment method used at the time of checkout.

Once a refund has been processed by Aster Flower, it may take up to five working days to appear in your account, depending on your bank or payment provider.

If you have any questions or concerns about our refund, return, or replacement process, please contact Aster Flower. Our team will be happy to assist you.