1. Overview
All flower quality concerns are handled individually. We strive to deliver fresh, beautiful arrangements; if a bouquet is not fresh or has wilted due to our error, we will replace it or offer an appropriate remedy.
2. Inspection and Reporting Window
Customers must inspect their flowers immediately upon delivery. Any quality complaints must be reported to our Customer Support team promptly and no later than 24 hours after delivery. Claims submitted after 24 hours may be reviewed but are less likely to be eligible for replacement or refund.
3. How to File a Claim
To submit a complaint, please contact Customer Support at Orders@esteeflower.com (or What’s App) and provide:
- Your order number
- Date/time of delivery
- Clear photos of the flowers showing the issue (at least two angles)
- A brief description of the problem
4. What We Will Do
Once we receive your claim and sufficient evidence, we will evaluate the case. If we determine the decline in freshness or wilting resulted from our handling, shipping, or preparation, we will offer one of the following at our discretion:
- A replacement bouquet of equal or greater value, delivered as soon as possible, or
- A refund or store credit if a suitable replacement is not available.
5. Cases Not Eligible for Refund or Replacement
Claims will be denied if evidence shows the flowers were not cared for according to the provided care instructions after delivery. Examples include: failure to re-cut stems, not placing the arrangement in clean water, exposure to extreme temperatures, or other clear neglect. Please follow the care guidelines included with your order to preserve freshness.
