Refund policy
🌼 FlowerHour Refund & Returns Policy
Sweet support for dreamy souls ✨
At FlowerHour, every order is prepared with love, care and attention.
We want you to feel happy, safe and well-taken-care-of — always.
Below you’ll find everything you need to know about returns, refunds and order issues.
💛 Returns / Refunds / Damaged Items
Because our products are prepared individually for each customer — especially our Mystery Scoops — we do not accept returns unless the item arrives damaged or incorrect.
This applies to:
• mystery scoops (with or without video)
• filmed personalised scoop videos
• jewellery
• watches
• all custom or made-to-order items
If something is wrong, don’t worry — we will help.
Just email us within 48h of delivery at contact@flowerhourstore.com
Please include:
• clear photos showing the issue on the item as received
• a short unboxing video (from opening the parcel to showing the damage)
• your order number
• a short description of the issue
We will replace the item or issue a refund if the damage occurred during shipping.
📌 Important
To approve a claim, we require either:
• an unboxing video showing the damage on arrival, or
• photos clearly showing the issue *inside the unopened packaging*.
Photos of items that appear damaged after opening, use, or handling cannot be approved.
Items damaged after opening are not eligible for refund or replacement.
We handle every case with kindness and care 🌷
✔ Wrong item received
If we accidentally send the wrong item, we will fix it immediately — free of charge.
✔ Lost parcel (confirmed by the courier)
If the courier officially declares your parcel lost, you are eligible for a full refund or replacement.
✨ Please note: Every case is reviewed individually with kindness, fairness and understanding. We always do our best to find the best solution.
✘ Refunds are not available for:
• mystery scoop results you don’t personally like
• change of mind
• personalised videos
• delays caused by postal services or customs
• refusal to pay customs fees
• incorrect address provided by the customer
📦 Returned-to-Sender Parcels
If a parcel is returned due to an incorrect address or failure to collect, the customer is responsible for new shipping costs.
Refunds are not offered for uncollected parcels.
💛 We’re Always Here to Help
We care deeply about our customers.
If anything goes wrong — or if something simply doesn’t feel right — email us anytime:
We answer every message with understanding, kindness and real support.
Your happiness means the world to us 🌸✨