Refund policy

Requesting a return

Sometimes a gift is not quite the right fit. You may request a return within 15 days of delivery for an unused, undamaged product with its original packaging and proof of purchase. Contact service@fleurmori.com with your order number and the item you would like to return. Please wait for return approval and instructions before sending it back.

After approval, send the return to: Fleur Mori LLC, 27472 Portola Parkway, STE 205-338, Foothill Ranch, CA 92610, United States. Do not send an item before receiving approval and return instructions, because an unapproved parcel may not be identifiable or accepted. We reply to customer-care messages within 24 hours; this initial reply is not a promise that every case will be resolved within that time. A return authorization helps us identify your parcel; it does not limit rights you have under applicable consumer law.

Damaged or incorrect items

If something arrives damaged or is not what you ordered, let us know and keep the item and packaging while we review it. Send your order number and clear photographs showing the item, packaging and issue so we can assess your claim. Please do not attempt a repair before contacting us. For a confirmed damaged or incorrectly supplied item, FleurMori will cover the necessary return shipping and arrange the applicable remedy after reviewing the case. This evidence request does not override mandatory consumer rights.

Return costs and exceptions

For a change-of-mind return, the customer pays return shipping and original delivery charges are not refunded, except where applicable law requires otherwise. For a confirmed damaged or incorrectly supplied item, we refund reasonable original delivery charges as applicable to the affected item. Use a trackable service and retain the shipment receipt.

FleurMori does not offer a genuinely personalized product or a customer-purchasable gift-card product at launch. A standard fixed bouquet is not personalized merely because it is selected as a gift, and plush flowers are not fresh, perishable flowers; standard arrangements follow the 15-day return rules above.

Merchant-issued gift cards do not expire. They are not returnable or redeemable for cash except where applicable law requires otherwise. If an eligible refund relates to an amount paid by gift card, that amount is returned to the gift-card balance through Shopify's supported refund flow. If personalized products or gift-card products are offered in the future, any product-specific return terms will be shown before purchase. No exception overrides rights under applicable law for defective, misdescribed or incorrectly supplied goods.

Receiving a refund

Once we receive and inspect the returned item, we will notify you of the outcome. We initiate an approved refund within 5 business days of approving the return inspection. Your payment provider may need additional time to show the credit.

Refunds relate to the amount actually paid for the returned goods after applicable discounts and are returned to the original payment method. Amounts paid by gift card are returned to gift-card balance, subject to applicable law and Shopify's supported payment flow. Please never send a full gift-card code by email.

Your rights and contact

This policy does not remove rights or remedies provided by applicable consumer law. For a return or refund question, contact service@fleurmori.com. We reply within 24 hours.