Refund & Cancellation Policy

At Ishbelia Gardens, every bouquet and floral arrangement is freshly prepared with care for your order. Because flowers are fresh, perishable products and many arrangements are prepared specifically for each customer, cancellations, refunds and replacements are subject to the conditions below.

Order Cancellations

If you need to cancel an order, please contact Ishbelia Gardens as soon as possible.

We will do our best to accommodate cancellation requests received before preparation of the order has begun. Once flowers have been prepared, personalized, or the order has been dispatched for delivery, cancellation may no longer be possible.

If a cancellation is accepted, any applicable refund will be processed to the original payment method.

Fresh & Perishable Flowers

Flowers and fresh floral products are perishable and naturally vary in appearance. For this reason, returns are generally not accepted simply because a customer has changed their mind after an arrangement has been prepared or delivered.

Natural differences in flower color, size, shape and stage of bloom may occur and are part of the nature of fresh flowers.

Damaged or Incorrect Orders

If your flowers arrive significantly damaged, or you receive an incorrect product, please contact us as soon as reasonably possible after delivery.

To help us assess the issue, we may request your order number along with clear photographs of the flowers or product received.

Where a problem with the order is confirmed, Ishbelia Gardens will determine an appropriate resolution depending on the circumstances. This may include a replacement, correction, store credit or refund where appropriate.

Flower & Product Substitutions

Flowers are seasonal and availability can change from day to day. Occasionally, a particular flower, shade, wrapping material, vase or decorative element shown in a product image may not be available.

Where necessary, we may substitute an unavailable item with a suitable alternative of similar style, quality and value while maintaining the overall appearance and character of the arrangement as closely as reasonably possible.

For significant substitutions that materially change the arrangement, we may contact the customer where practical.

Personalized & Custom Orders

Products that have been personalized or specially prepared for a customer—including personalized message ribbons and custom floral arrangements—may not be eligible for cancellation or return once preparation or personalization has begun.

Please carefully check names, messages and other personalized information before submitting your order.

Failed Deliveries

Refunds may not be available where delivery cannot be completed because incorrect or incomplete delivery information was provided, the recipient could not be reached, or access to the delivery location was not reasonably possible.

Please refer to our Delivery Policy for more information regarding delivery attempts and recipient availability.

Refund Processing

Where a refund is approved, it will be issued to the original payment method used for the purchase.

The time required for the refunded amount to appear may depend on the payment provider, bank or card issuer and is outside the direct control of Ishbelia Gardens.

Contact Us

If you experience a problem with an order, please contact Ishbelia Gardens through our Contact Us page and provide your order number and relevant details.

We aim to review genuine order issues fairly and find an appropriate resolution based on the circumstances.