Caramel

Delivery Policy – Ukraine Gift Delivery

Ukraine Gift Delivery is committed to providing a smooth, personal, and reliable gifting experience across Ukraine. By placing an order on our website, you acknowledge and agree to the terms outlined in this Delivery Policy.

What the Delivery Fee Includes

Our delivery fee covers the full service required to coordinate and complete delivery. This includes:

• Recipient contact to confirm address and arrange delivery timing
• Gift wrapping tailored to the occasion
• A complimentary greeting card
• Greeting message in English or Ukrainian
• Personal hand-delivery directly to the recipient
• Delivery photo emailed to the sender whenever possible

These services involve preparation, coordination, and labor that begin immediately after an order is placed.

Recipient Contact & Delivery Completion

We make up to three attempts to contact the recipient using the phone number provided.

If the recipient cannot be reached and we are unable to confirm delivery details, the order may need to be cancelled. In such cases, a $15 cancellation and coordination fee applies to cover services already performed.

A delivery is considered completed once the gift has been successfully delivered to the recipient or accepted at the provided delivery address.

Customer Responsibility for Delivery Information

Customers are responsible for providing accurate and complete recipient information at checkout.

If an order requires additional manual work—such as confirming missing details, correcting delivery information, or changing the delivery address after placement—a $15 processing and address-change fee applies.

Minor spelling corrections are made free of charge.

Order Modifications

Minor adjustments (such as substituting one item for another of similar type and equal value) may be accommodated at no charge when feasible.

Substantial changes—including upgrades, redesigns, delivery date changes, or modifications requiring additional supplier coordination—are subject to a $15 modification fee.

All changes are subject to availability and delivery timing, and cannot be guaranteed once processing has begun.

Delivery Timeframes & Fees

Standard delivery (72 hours or more) starts at $17

Express delivery (within 24 hours) starts at $21 (major cities only)

Delivery costs increase based on the weight of the gift.

Weight-Based Surcharges

• 0–4.99 lbs: Included
• 5–9.99 lbs: $5
• 10–19.99 lbs: $10
• 20–50 lbs: $15

Delivery method (courier, postal service, or local florist) is determined by product type, destination, and availability.

Perfumes and jewelry ship from our warehouse in Ukraine and typically arrive within 72 hours under Standard Delivery.

Remote Area Deliveries

Deliveries to villages or remote locations may require transport from the nearest regional center.

Additional distance fees apply at $1 per kilometer from the nearest major city, in addition to the standard delivery fee.

Perishable Items & One-Time Delivery

Perishable items—including flowers, bouquets, fruit baskets, and gourmet baskets—are delivered one time only.

Once a delivery time is scheduled, the order cannot be redirected to another address.

Flowers are perishable and may be affected by temperature, handling, and environmental conditions after delivery. For this reason, longevity and appearance beyond delivery cannot be guaranteed.

Substitutions & Availability

Due to seasonal and regional availability, substitutions may occasionally be necessary.

Whenever time permits, we will contact the sender to offer substitution options.

If immediate delivery is required and prior confirmation is not possible, we reserve the right to make substitutions at our discretion in the best interest of timely fulfillment. Substitutions will maintain equal or greater value and a similar style.

Delivery Photos

Delivery photos or videos may be provided when possible and require recipient consent.

Photos may not be available for deliveries to secure facilities, embassies, workplaces, or restricted locations.

The absence of a delivery photo does not constitute non-delivery.

Product Images & Natural Variation

Product images are for illustrative purposes only. Actual flowers, packaging, and presentation may vary depending on stock and seasonal conditions.

Flowers may arrive in bud, semi-bloomed, or fully bloomed stages.

Damage Claims, Redelivery & Reporting Window

We take great care to ensure gifts arrive in excellent condition. In rare cases where an item arrives damaged, customers must notify us within 24 hours of delivery completion.

To be eligible for review or replacement:

• The item and packaging must be retained
• Photo evidence may be required
• Claims reported after disposal of the product cannot be processed

Once delivery has been completed and accepted, we are not responsible for damage, disposal, mishandling, or alterations occurring after delivery.

Replacement or redelivery decisions are made at our discretion based on the available evidence and delivery circumstances.

Respectful Communication Policy

We are committed to providing professional service and expect all customer communication to remain respectful.

Abusive language, harassment, threats, or profanity toward staff will not be tolerated. We reserve the right to refuse service, cancel current or future orders, and discontinue communication in such cases.

Privacy & Sender Confidentiality

We contact recipients only to coordinate delivery. The nature of the gift is not disclosed.

By placing an order on our website, you agree to the terms outlined in this Cancellation, Return & Refund Policy.

 Order Cancellation Policy

• Orders may be canceled prior to delivery, subject to the following conditions:
• Cancellation requests must be submitted before delivery is completed.
• Once delivery has been completed, the order is non-cancelable.

Once preparation or coordination with florists, suppliers, or couriers has begun, full refunds are not available.

Approved cancellations are refunded in the form of store credit only.

A minimum $15 cancellation and processing fee applies to all canceled orders. This fee covers administrative coordination and fulfillment preparation.

Delivery fees are non-refundable once delivery coordination has begun.

If an order has already been prepared, dispatched, or assigned to a local florist or courier, cancellation may not be possible.

We reserve the right to place an order on hold, request additional verification, or cancel an order if payment is flagged as suspicious, unauthorized, or non-compliant with our policies.

Perishable Items – No Returns or Exchanges

Due to the nature of perishable goods, the following items are final sale and cannot be returned or exchanged:

• Flowers and bouquets
• Cakes
• Chocolates
• Fruit baskets
• Gourmet baskets
• Food and beverage items

Perishable items are prepared and sourced specifically for each order and cannot be restocked.

Concerns regarding damaged perishable items must be reported within 24 hours of delivery and are handled in accordance with our Delivery Policy.

Non-Perishable Items – Returns & Exchanges

Non-perishable items may be eligible for return or exchange within 14 days of delivery, provided that:

• The item is unused
• The item is in new condition
• The item remains in its original, resealable packaging
• A return request has been approved in advance

Customers must contact us to receive return authorization before shipping any item back. Unauthorized returns may not be accepted.

Customers are responsible for all return shipping costs.

A 20% restocking fee applies to approved returns of non-perishable items. The remaining balance, after deduction of the restocking fee, will be issued as store credit.

Shipping and delivery fees are non-refundable.

Refund Method

All approved refunds and returns are issued as store credit only, unless otherwise required by applicable law.

Store credit does not expire and may be applied toward future purchases.

Non-Delivery or Payment Disputes

If a delivery has been completed and documented, including recipient confirmation or delivery evidence, the transaction is considered fulfilled.

The absence of a delivery photo does not constitute non-delivery.

Fraudulent chargebacks or payment disputes for completed and documented deliveries may result in the suspension of future service.

Right to Refuse Service

We reserve the right to refuse returns, exchanges, or cancellations that do not comply with this policy.

We also reserve the right to refuse service or cancel orders in cases of policy violations, suspected fraud, abusive conduct, or misuse of our services.