Refunds and substitutions

Last updated October 12, 2026. This policy forms part of our terms of service.

Flowers are perishable, so this is not a normal returns policy

We build every arrangement to order. Cut flowers cannot be returned to stock or sent out again, so we do not accept returns or offer change of mind refunds once an arrangement has been built. What we do instead is stand behind every order: if something is wrong, we put it right.

If something is wrong, tell us within 24 hours

If the flowers arrive damaged, wilted, noticeably short of what was ordered, or clearly not what you chose, email hello@miamiflowers.com within 24 hours of delivery with your order number and a photo of the arrangement as it arrived. You do not need to send anything back.

Once we have looked at it, we will either deliver a replacement arrangement of the same value or refund the arrangement, and we will take your preference into account. If the problem was only part of the order, such as one add on, we may refund that part.

We may not be able to help with a problem reported more than 24 hours after delivery, or caused after delivery, for example by heat, direct sun, pets, or the flowers being left without water.

Substitutions

Flowers are farmed, not manufactured, and the market changes every morning. If a stem, colour or container is unavailable, we substitute one of the same colour family and style and of the same or greater value. If a substitution would noticeably change the look of the arrangement, we will try to contact you before it goes out.

A substitution made that way is not a defect and is not, on its own, grounds for a refund. If we substituted something that clearly changes what you ordered and did not tell you, let us know and we will put it right.

Cancelling or changing an order

You can cancel for a full refund, or change the delivery date, address or card message, any time before we start building the arrangement. Email hello@miamiflowers.com or reply to your order confirmation as early as you can. For same day orders, building often starts soon after you order, so please contact us straight away.

Once an arrangement has been built or has left the studio, we cannot cancel it, because it cannot be sold to anyone else. We will still try to help, for example by changing the delivery address if the driver has not yet left.

Recurring orders

You can skip, pause or cancel a recurring order at any time, as our terms of service explain. A request made before a delivery is charged applies to that delivery. A delivery that has already been charged and built cannot be refunded on change of mind, but the cancellation applies from the next one.

Delivery problems

• Nobody home. We leave the flowers in a safe, shaded spot at the address, or with a front desk or concierge, and let you know. That counts as delivered.
• Wrong or incomplete address. If the address or access details you gave us are wrong or incomplete, or the flowers cannot be left safely, we will try to contact you and the recipient to arrange a redelivery. A redelivery caused by incorrect details may be charged, and if we cannot reach anyone we may not be able to refund the order.
• Refused or not allowed. If the recipient refuses the delivery, or the location does not accept flowers (some hospital units, for example), we cannot refund the arrangement, but we will try to deliver it to another address you choose.
• Late or missed delivery. We give a cutoff, not a delivery time, and traffic and weather can slow us down. If we fail to deliver on the date you chose for reasons within our control, we will either redeliver at no cost or refund the order, whichever you prefer.
• Events outside our control. Hurricanes, flooding, road closures and similar events may delay or prevent a delivery. When that happens we will contact you to reschedule or, if we cannot deliver at all, refund the order.

The same policy applies whether the order is delivered by our own driver or by one of our courier partners. We remain responsible to you either way.

How refunds are paid

Refunds go back to the original payment method. We usually issue them within 0 to 5 business days of agreeing a refund, and your bank may take a further 5 to 10 business days to show it. If we offer you a credit instead and you accept it, it works as our terms of service describe. We do not refund delivery fees for an arrangement that was delivered as ordered.

Before you dispute a charge

Please contact us first. We can almost always resolve a problem faster than a card dispute, which can take weeks. Nothing in this policy limits your legal rights, including your right to dispute a charge with your bank.

Reaching us

Email hello@miamiflowers.com or text or call (305) 380-3333, with your order number if you have it.