Refunds & Returns
Overview
This policy outlines how orders are handled and clarifies when replacements, credits, or refunds may or may not be provided.
Damaged or Missing Items
If an order arrives damaged, defective, or with missing items, the issue must be reported by the purchaser or recipient within the following timeframes:
- Perishable items: within 24 hours of delivery
- Non-perishable items: within 5 days of delivery
Clear photos of the affected item(s) and original packaging are required for review. Once received, customer service will assess the claim and respond within 24–48 hours.
Where appropriate, a replacement or store credit may be issued. Cash refunds are not provided for items damaged during transit.
Refund Eligibility
Refunds are not issued in the following situations:
- Perishable items shipped using slower or non-recommended delivery methods
- Situations where perishable items are replaced with non-perishable alternatives at our discretion to maintain quality
- Customized or personalized items
- Change of mind after an order has been placed
- Personal taste or preference
- Substitutions made in accordance with our guidelines
- Orders that cannot be delivered due to incorrect or incomplete address information, failed delivery attempts, recipient unavailability, or refusal
- Orders marked as delivered where proof of delivery has been obtained, including delivery to a safe location, concierge, reception desk, or mailroom
- Delays or delivery issues caused by circumstances beyond our control
Returns
Orders are prepared specifically for each customer and many items cannot be reused or resold. As a result:
- Perishable items cannot be returned
- Refused deliveries are treated as undeliverable orders and are not eligible for refunds
Re-Delivery and Re-Shipping
If an order cannot be delivered due to customer or recipient circumstances, re-delivery may be offered at the purchaser’s expense.
- Re-delivery fees vary based on product type and destination
- Perishable items may require remaking or replacement, and associated costs may be charged when items cannot be reused or resold
Cancellations and Order Changes
Orders begin processing shortly after payment is confirmed.
- Once an order has shipped, address changes or cancellations are no longer possible
- Customers must request address changes promptly after placing an order and before shipment
- During peak periods or holidays, additional notice may be required and changes cannot be guaranteed
Perishable and Time-Sensitive Products
Some products are perishable or sensitive to transit conditions.
- Expedited delivery methods such as same-day, next-day, overnight, or one business day are recommended
- Orders shipped using slower methods may have perishable items replaced with non-perishable alternatives at our discretion to maintain quality
Substitutions
Some items are seasonal or subject to availability. Substitutions may be made when necessary.
In all cases, the overall value, theme, and design of the order are maintained.
Due to order volume, customers may not always be contacted in advance regarding substitutions.
Events Beyond Our Control
We are not responsible for refunds or credits related to delays, non-delivery, or service interruptions caused by circumstances beyond our control, including but not limited to weather conditions, public emergencies, labour disruptions, holidays, or transportation network issues.
Customer Responsibility
Customers are responsible for providing complete and accurate delivery information at all times.
Final Determination
All claims, resolutions, and eligibility for replacements, credits, or refunds are assessed and determined at our sole discretion.
Questions or Support
For assistance with an order, please contact customer service. Additional delivery-related questions may be answered on our FAQ page.