Because gifts are fulfilled through different partners depending on the category, exactly how a refund gets handled depends on which one placed the order. We've tried to make that clear here rather than paper over it — if you're ever unsure which situation applies to you, just reach out and we'll sort it out.
You can cancel any scheduled gift, free of charge, any time before it's actually been ordered with a fulfillment partner. Nothing is charged until close to the delivery date, so cancelling ahead of that point is always straightforward — just delete the scheduled gift from your dashboard.
Once an order has actually been placed, what happens next depends on which partner fulfilled it:
Your card is charged directly by our florist partner at the time the order is placed — they are the merchant of record for that transaction. If something goes wrong (the arrangement doesn't arrive, arrives damaged, or isn't what was ordered), contact us first and we'll help coordinate a resolution with them on your behalf. Refund and replacement decisions for flower orders are ultimately subject to our florist partner's own policies.
Your card is charged by us, through Stripe — we are the merchant of record for these orders. If an order fails to place correctly, or a gift doesn't arrive as expected, contact us and we'll issue a refund directly where appropriate.
Please get in touch as soon as you're aware of a problem, and ideally within 14 days of the expected delivery date — the sooner we know, the more our fulfillment partners are typically able to do about it.
If a gift doesn't arrive because the delivery address on file was incomplete or incorrect, we're not able to offer a refund for that order — please double check addresses under People before scheduling a gift.
For any refund, cancellation, or delivery issue, the fastest path is always our contact form — include the recipient's name and the approximate date so we can find the order quickly.