Standard $20/£10 Penalty Charges
- Cancellations
- If you request to cancel an order on the same day of delivery.
- If you request to cancel and order post-day of delivery.
- Incomplete Deliveries
- If we do not hear back from you within 48 hours of a proof of delivery request.
- If an order is delivered after the day of delivery and Floom was not informed of the delay.
- If the order is not marked as ‘Delivered’ in your FloomX Dashboard post day of delivery and we receive a missing delivery complaint from the customer.
- Product Issues
- Severe substitution complaints when Floom was not informed of any changes to be made.
- Severe bouquet size complaints
Stripe Fees
When an order is refunded, Stripe does not refund the transaction fee. Therefore, on occasion, you will see this as a separate line on your Statement when a refund is issued.
- Florist cancellation request - Requested before the day of delivery
- Florist requests a delay and the Customer declines
- Incomplete Delivery: You have informed us you are unable to provide proof of delivery or the proof of delivery you provide is not valid
For the refund reasons below, Floom will incur the stripe fee:
- Customer Cancellation
- Technical issues
- Product issues:
- Severe substitutions and Floom was informed before delivery
- Damaged en route
- Substitution request (major changes) resulting in a full refund and Floom was informed before 11am