Refund Policy

Chang Florist takes pride in the quality of every arrangement and gift we deliver. This policy explains your options if something isn't right with your order. Because fresh flowers are living, perishable goods, a few terms differ from those for non-flower gifts — we've noted the differences clearly below.

We always aim to make things right quickly. If you have any concern about your order, please reach out within 24 hours of delivery, while there's still time for us to help.

If you contact us within 24 hours of delivery, we'll arrange a replacement or refund in the following cases:

Fresh flowers: damaged on arrival, wilted or in poor condition, the wrong product delivered, or an arrangement significantly different from what you ordered.

Gifts & non-flower items (teddy bears, hampers, chocolates, and similar): damaged on arrival, the wrong item delivered, or a defective product.

Please note: slight variations in outer petals, natural shapes, and gradual opening are normal characteristics of fresh flowers — they aren't defects. Real flowers live and breathe; they won't look flawless like artificial ones, and that's part of their natural beauty.

See also: Original Condition Requirement below, for non-floral items and packaging concerns.

⚠️ To assess any claim fairly, the item must be in the same condition as delivered. We can only approve a replacement or refund when:

Bouquets remain wrapped and intact — not unwrapped, taken apart, re-arranged, or placed in a vase.

Gifts stay in their original gift packaging — unopened and undamaged, exactly as delivered.

All ribbons, cards, and accessories are intact, with no signs of tampering or use.

Clear photos of the original packaging (still intact) are included with your request.

Once an item has been unwrapped or used, we can no longer verify its delivered condition, so a replacement or refund is no longer possible.

To request a replacement or refund, contact us within 24 hours of delivery by email or LINE (see Contact below).

Send clear photos of (1) the original packaging, still intact, and (2) the quality issue you're reporting.

Let us know whether you'd prefer a replacement or a refund — the choice is yours.

We'll review your request and reply during business hours with the next steps.

We're unable to offer a replacement or refund in these cases:

Change of mind after the order is placed.

Items that have been unwrapped or used, so their delivered condition can't be verified.

An incorrect or incomplete delivery address provided at checkout.

The recipient was unavailable at the delivery time and the order couldn't be left with anyone.

The recipient refused to accept the delivery.

See our Terms for full delivery conditions.

You may cancel an order up to 24 hours before the scheduled delivery, or before preparation begins — whichever comes first.

A small processing fee applies to cancellations, to cover the payment costs we incur on every transaction.

Once your flowers have been prepared, the order can no longer be cancelled, as fresh arrangements are made to order and can't be restocked.

Approved refunds are returned to your original payment method through our secure payment provider, Stripe.

Refunds are typically processed within 5–7 business days, though the exact timing depends on your bank or card issuer.

We'll send a confirmation to your email once the refund has been issued.

To be eligible for a refund, items must be in their original condition — meaning:

Unopened, undamaged packaging (for gift baskets, chocolates, and non-floral items).

Free of signs of use, rearrangement, or consumption.

Documented with photos taken within 12 hours of delivery.

Because flowers are naturally perishable and we send photo confirmation before every delivery, wilting or freshness concerns are handled case by case. Please reach out with photos as soon as possible so we can respond thoughtfully.

Custom or made-to-order arrangements are considered final sale, except in cases of demonstrable defect at delivery.

To request a replacement, refund, or cancellation — or if you have any questions — reach us here:

Email: info@changflorist.com

LINE: changnoi9lives

Phone: +66 (0) 62 892 6669

Business hours: Mon–Sun, 8:00 AM – 8:00 PM ICT. Replies outside these hours may be delayed.

You can also reach us through our Contact page.