We know that you may not always have the exact stems you need for a bouquet - we work with perishable goods. However as we have a "what you see is what you get" commitment to every customer, we must alert them to any substitutions prior to preparation. Our substitution policy is in place to help protect you from refunds and complaints while causing as little disruption to your day as possible.
If you realise you'll need to make a change to your recipe, all you need to do is notify our support team via the order help button on the order itself (see our how-to here), chat, email (support@floom.com) or phone (+44 20 3966 7831 / +1 (646) 844-6478) with the below information so that we can inform the customer ahead of delivery:
- What stem/s you don't have in stock - 👀 remember the stem or product you're substituting should always be of equal or higher value than the original.
- What you'll be using as a direct replacement - please be specific here to avoid complaints further down the line
✏️ Star Tip: If you can offer an alternative product of yours that you offer on Floom rather than replacing one stem let us know which one as we can provide the customer with photos.
How to video:
✏️ Don't forget...
When substituting a stem in a bouquet, please make sure that the substitute stem is of the same or higher value than the original one, and matches the same aesthetic as the original bouquet. If the customer has not been informed about the substitutions before the delivery, they are entitled to a full refund. If you have not informed us about the substitutions, you will also be liable for a penalty fee of £10/$20. At Floom, we follow a "what you see is what you get" policy, and communication is crucial when substituting some stems. We have imposed this fee to ensure that we can provide consistent service to our customers and maintain transparency in our operations. Don't forget, you can use the order help button on FloomX to inform us about any substitutions with just a few clicks! 🖱️
Please note... If you have informed us prior to delivery that a specific stem has been substituted (and what it has been substituted for) you are not liable for refunds. 🤩
Having trouble sourcing the stems you need?
Maybe set your product inactive? Need a refresher? Check out our help-guide here.