1. The Honest Truth About Perishables
Flowers and cakes are perishable. Once they leave our studio in the morning and are delivered to the recipient, we cannot accept a return — the stem condition is no longer ours to vouch for. What we do guarantee is that what arrives is fresh, well-tied, and as ordered.
2. What's Covered Under the Freshness Guarantee
- Wilted, damaged or visibly poor-quality flowers on arrival.
- Wrong product delivered (different variety, wrong colour, wrong size from what was ordered).
- Cake delivered damaged or melted on arrival.
- Significant deviation from the product image — minor variations in stems and shade are normal, large deviations are not.
3. How to Claim
- WhatsApp us a photo of the issue within 2 hours of delivery.
- Include your order number and a short description.
- Our quality team will get back within 30 minutes during opening hours.
4. What We'll Do
Depending on the issue and what you'd prefer:
- Replacement — a fresh arrangement re-delivered the same day or the next morning, our choice of dispatch slot.
- Refund — full refund to the original payment method, processed within 5–7 working days.
- Store credit — usable on any future Marble Flora order, with no expiry.
5. What's Not Covered
- Claims raised more than 2 hours after delivery.
- Damage caused by handling after delivery.
- Recipient refused delivery and the arrangement was returned to our studio — this is treated as a successful delivery.
- Wrong address provided at checkout where redelivery is not possible.
6. Contact
To raise a return or freshness claim, write to us with photos.