Flowershop.mk · Customer care
Refund policy
Last updated: 6 November 2026
We prepare every gift with care. If you need to change an order or something is wrong, contact us so we can help.
1. Cancelling or changing an order
Contact us as soon as possible with your order number and the change you need. If preparation, personalisation and delivery have not started, you can cancel for a full refund of the amount paid.
Once fresh-flower preparation, printing or other personalisation has started, a change-of-mind cancellation may no longer be possible. We will check the order and explain what we can change. This does not restrict your rights for faulty products or an unfulfilled order, or the withdrawal right for items to which it applies.
2. Damaged, incorrect or undelivered items
If flowers arrive damaged or in poor condition, an item is missing or incorrect, or your order has not arrived, contact us promptly. For fresh flowers, please get in touch within 24 hours where possible and include photographs to help us assess their condition. This helps us respond quickly; it is not a deadline that removes your statutory rights.
Depending on the issue and your statutory rights, we will arrange an appropriate replacement, price reduction, or partial or full refund. We cover return or redelivery costs caused by our mistake.
If we cannot fulfil your order, we will offer an alternative only with your agreement or refund the full amount paid, including delivery. If an agreed delivery date or time was essential and you told us before purchasing, but we missed it, you may request cancellation and a refund in accordance with the law.
3. Fresh flowers and personalised items
The change-of-mind withdrawal right does not apply to fresh flowers and other perishable goods, or items made to your specifications or clearly personalised, such as a print of your photograph or a card with a personal message. The personalisation exception applies to the personalised item, not automatically to every other item in the same order.
These exceptions do not remove your rights if an item is damaged, faulty, incorrect or does not meet what was agreed.
4. Returning other products
For non-personalised, non-perishable goods, such as a standard vase, candle or frame, you may notify us that you are withdrawing from your online purchase within 14 days of receipt, without giving a reason. Send a clear statement by email or another unambiguous means; our approval is not required for your notice to be timely.
Send the item back within 14 days of notifying us. Contact us for the return address and instructions without delaying your notice. You pay the direct return costs for a change of mind unless we agree otherwise. We may account for diminished value caused by handling beyond what is needed to inspect the item.
Statutory exceptions, including sealed goods opened after delivery that are unsuitable for return for health or hygiene reasons, apply only where their conditions are met.
5. Refund method and timing
Card-payment refunds are returned to the same payment card used for the original purchase, through the bank or payment system that processed the transaction. We do not refund card payments in cash or to a different card. Payments made through PayPal are refunded through the original PayPal transaction.
Refunds use the original transaction currency. Transactions charged in Macedonian denars (MKD) are refunded in denars. Your bank or payment provider handles any conversion into your account currency.
For statutory withdrawal, we refund without undue delay and within 14 days of your notice. Where an item must be returned, we may withhold the refund until we receive it or evidence that you sent it back, whichever happens first. A full withdrawal includes standard delivery costs; any extra charge for a more expensive delivery method you selected is excluded.
For an accepted cancellation, confirmed duplicate charge or other agreed refund, we initiate the refund without delay and within 14 days of confirmation, unless the law requires a shorter period. We do not charge a refund fee. We email you confirmation; the time for the credit to appear afterwards depends on your bank or payment provider.
6. How to request help or make a complaint
Send your order number or payment reference, the name and email used for the purchase, a short description and photographs if available. If you do not have an order number, include the payment date and amount so we can locate it.
For an urgent delivery change, please also call us. We acknowledge written complaints by email and respond within 15 days of receipt. Never send us a full card number, CVV/CVC, PIN or one-time code for a payment check or refund.
7. Your statutory rights
This policy does not exclude or limit mandatory rights under applicable consumer-protection law. If we cannot resolve a dispute, you may contact the relevant consumer-protection authority or use other legal dispute-resolution routes. The policy version published when you purchased applies to your order.