Claims Policy

Our Simple Claims Process

Oops, something not quite right?
No worries. We’ve made fixing it simple. If your flowers arrived in the wrong color, variety, or the quantity isn’t adding up, our team is here to help.

Please keep in mind that your flowers are fresh-cut and shipped directly from our partner farms in Ecuador, so they will need to be properly processed upon arrival. This includes trimming the stems, placing them in clean, fresh water, and allowing time to fully hydrate after their journey. Over the next couple of days, your blooms will begin to open, perk up, and reveal their full beauty. A little care, water, and patience go a long way.

We also recommend scheduling your delivery 2–3 days before your event. This allows time for the flowers to fully bloom and gives you a buffer in case of any unexpected carrier delays, ensuring everything looks perfect when it matters most.

Because flowers are a natural product, colors may vary slightly due to weather, growing conditions, and seasonal changes, so they may not match the product photos 100%, but they will always meet our quality standards.

Before completing your checkout, we kindly ask that you double-check your shipping address to ensure all details are accurate, including any important information such as apartment numbers or specific instructions for the delivery company. Missing these crucial details may lead to delays that we unfortunately won't be able to refund if the delivery arrives after your event. We appreciate your attention to this, as it helps us ensure a smooth and timely delivery for you.

If you experience any issues with your flowers, please submit a claim with the following details within 24h of delivery:

- A group photo of all the affected flowers (e.g., if 25 stems are affected, include all 25 in one photo).

- A photo of the farm label, which is the sticker located on the lid of the box and describes its contents.

- A clear photo of the sticker attached to the cardboard wrap around the bunch or bundle (this may include a barcode or product code/name which will match your order and information).

These details will help us process your claim efficiently. Fill out the claim form with your information.

Our team Takes Over: Once we receive your claim, our team will quickly assess the issue and resolve it. You’ll receive regular updates throughout the process.
Please submit any claims within 24 hours of receiving your flowers, so we can address any concerns promptly.

Need to Talk to a Human?

We’re here for you.

We appreciate your understanding and aim to make this as simple as possible for you! If you have any questions, feel free to contact us via:

Email: Drop us a message at customerservice@theflowerhype.com.

Phone: Call us at +1 (346) 475-0813.

Flowers should be fun, not stressful. If something missed the mark, let us know, and we’ll take care of it.