Refund policy

At GoshenFlower, we take pride in delivering beautiful arrangements and exceptional service. But hey, we know sometimes things don’t go exactly as planned. Here's how we handle refunds, returns, and complaints in a clear, fair, and friendly way.

💌 Submitting a Complaint

To ensure a smooth resolution, please follow these steps:

  1. All complaints must be submitted within 48 hours of the order being delivered.
  2. Email us at support@goshenflowers.ae with your order number and clear details of the issue.
  3. Photo Proof:

    For quality/freshness issues, photos must be included with the complaint.

    Photos submitted after 48 hours will not be accepted.
  4. Language Note: We won’t respond to messages that include offensive or inappropriate language, or complaints with missing/incorrect order details.
  5. Response Time:

    You’ll receive an acknowledgment within 24 hours of your email.

    We’ll conduct an internal investigation and respond within 10 business days with a fair and reasoned outcome.

🌿 What Can Be Returned or Refunded?

We handle complaints based on the issue type:

1. Product Quality or Missing Items

  • If your flowers arrived wilted or damaged, we’ll send a free replacement. Just send photos within 48 hours of delivery.
  • We’ll deliver the missing component at no extra charge (excluding freebies like notes or cards).
  • (like cakes, balloons, etc.) of poor quality will also be replaced at no charge.
  • If substitutions were made according to our replacement policy, the order is considered properly fulfilled.

2. Service-Related Issues

  • While we try our best, photos of the recipient at the time of delivery are not guaranteed.
  • Delivery of SMS and email notifications cannot be guaranteed due to reasons like full inboxes, incorrect contact info, or provider issues.

🔁 Refund Process

If your complaint qualifies for a refund, here’s how it works:

  • Refunds are initiated on the next banking day after approval.
  • If you paid online, the refund will be returned to your original card within 30 days, depending on your bank.
  • If you provided incorrect refund details but we can show proof of transfer, the refund is still considered processed.

⚠️ Force Majeure

We’re not responsible for delays or non-fulfillment due to events beyond our control, such as natural disasters, serious technical failures, or other unexpected situations.

📝 Final Notes

Complaints will be paused if:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Info@goshenflowers.ae. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Info@goshenflowers.ae.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Info@goshenflowers.ae.

  • The customer uses offensive language,
  • There’s no response from the customer within 10 days, or
  • Required photos are not submitted on time.


We cannot accept complaints about product freshness after 48 hours of delivery due to lack of control over storage conditions

Free services (like notes) are not eligible for redelivery or replacement.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Info@goshenflowers.ae. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Info@goshenflowers.ae.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Info@goshenflowers.ae.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Info@goshenflowers.ae. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Info@goshenflowers.ae.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Info@goshenflowers.ae.

Need help or got questions? Drop us an email anytime at support@goshenflowers.ae. We’re always here to make your moments bloom beautifully! 💖