Order Cancellation Policy
At Lory Flowers, every arrangement is prepared with care, and many orders require fresh flowers, special materials, design time, and delivery coordination. Because flowers are perishable and many arrangements are made specifically for each customer, cancellations depend on the type of order and the stage of preparation.
This policy applies to orders placed through our website, by phone, by email, through messages, or by any other method.
1. Regular Collection Orders
A “Regular Collection Order” is an order for an arrangement, bouquet, flower box, or product from our standard online collection, without special custom requirements, rare flowers, special colors, unique materials, oversized design, or special sourcing.
Regular Collection Orders may be canceled for a full refund if the cancellation request is received at least 12 hours before the beginning of the scheduled delivery window or pickup time, and before we have started preparing the order.
If the order is already being prepared, has been completed, or has been sent out for delivery, it cannot be canceled.
Same-day orders are often processed quickly. Because of this, same-day orders may become non-cancellable shortly after payment.
2. Custom Orders
A “Custom Order” is any order created specifically for a customer’s request. This may include, but is not limited to, special color palettes, specific flowers, rare or premium flowers, a special vase, an increased size, a non-standard design, or any request that requires us to specially order or reserve flowers or materials.
Custom Orders may be canceled or changed for a full refund only within 1 hour after payment.
After 1 hour, we may already begin ordering flowers, reserving materials, or preparing the design. If a Custom Order is canceled after 1 hour, but more than 12 hours before the start of our business day on the scheduled delivery or pickup date, a 50% cancellation fee applies.
If a Custom Order is canceled less than 12 hours before the start of our business day on the scheduled delivery or pickup date, or if the order is already in production, completed, or out for delivery, the order is considered final sale and cannot be canceled or refunded.
3. Reducing the Budget After Payment
For Custom Orders, requests to reduce the order budget may only be considered within 1 hour after payment.
After 1 hour, budget reductions are not accepted because flowers and materials may have already been ordered, reserved, or prepared specifically for that order.
4. Completed or In-Progress Orders
Once an order is being designed, has been completed, or has been sent out for delivery, it cannot be canceled.
This applies to both Regular Collection Orders and Custom Orders.
5. Sympathy and Funeral Orders
Standard sympathy arrangements from our regular collection follow the cancellation rules for Regular Collection Orders.
Large funeral arrangements, casket sprays, standing sprays, church arrangements, memorial service flowers, and any funeral or sympathy order requiring special preparation, specific flowers, or special materials are considered Custom Orders.
Because funeral and sympathy orders are often time-sensitive and prepared for a specific service date, cancellation may not be possible once preparation has begun.
6. Refunds, Store Credit, Date Changes, and Alternatives
Depending on the type of order and the stage of preparation, Lory Flowers may offer one of the following options:
- refund to the original payment method;
- store credit;
- rescheduling the order for another date;
- replacing the arrangement with another design;
- another solution agreed upon with the customer.
After an order has entered preparation, any refund, store credit, date change, replacement, or alternative solution is provided at the discretion of Lory Flowers, unless otherwise stated in this policy.
Store credit will be provided only with the customer’s agreement.
7. Order Cancellation by Lory Flowers
Lory Flowers reserves the right to cancel an order in the following situations:
- the required flowers or materials are not available in acceptable quality, and the customer cannot be reached or declines a proposed substitution;
- dangerous weather conditions;
- the delivery address is outside our delivery area;
- the delivery address is incorrect or incomplete;
- we are unable to contact the customer or recipient when contact is necessary to complete the order;
- suspected fraud or unauthorized payment;
- technical error in price, availability, product listing, or website settings;
- force majeure or circumstances beyond our control, including emergencies, accidents, supply interruptions, natural disasters, or other unexpected events.
If Lory Flowers cancels an order before it has been prepared, the customer will be offered a full refund, an alternative arrangement, a new delivery or pickup date, or store credit. Store credit will be offered only with the customer’s consent.
8. Incorrect Address or Failed Delivery
If an incorrect or incomplete address is discovered before delivery begins, Lory Flowers will try to contact the customer to correct the information.
If the issue is discovered during delivery and we are unable to reach the customer or recipient, the order may be considered fulfilled.
Additional delivery attempts, address changes, or returning the arrangement to the shop may require an additional delivery fee.
Delivery-related issues are also subject to our separate Delivery Policy.
9. Substitutions Are Not Cancellations
Substitutions of flowers, colors, vases, or materials are not considered cancellations.
Because flowers are seasonal and availability changes daily, Lory Flowers may make reasonable substitutions when necessary due to quality, availability, or supply conditions. Any substitution will be made with the intention of preserving the overall style, value, and beauty of the arrangement.
10. Weddings, Events, and Large Floral Services
Wedding orders, event orders, corporate events, large installations, and other large-scale floral services are not covered by this general cancellation policy.
These orders are subject to a separate proposal, invoice, contract, or event agreement, including rules for deposits, final payments, changes, cancellations, and force majeure.
11. How to Request a Cancellation
To request a cancellation, please contact Lory Flowers as soon as possible by phone, email, or another official communication method listed on our website.
A cancellation request is not considered accepted until Lory Flowers confirms that the request has been received and approved.
12. Final Note
We always try to be fair and helpful when plans change. However, because flowers are perishable and many arrangements are made specifically for each customer, we may not be able to cancel or refund orders once flowers have been ordered, materials have been reserved, design work has started, or delivery has begun.
