From My Heart Bouquet

• What the delivery fee Includes
  Our delivery fee covers the full service required to ensure your gift arrives beautifully and on time. This includes:
• Calling the recipient to confirm the address and arrange a convenient delivery time
• 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 steps are part of our commitment to providing a smooth and personal gifting experience across Ukraine.
• 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 the delivery address or schedule a delivery time, the order may need to be cancelled. In such cases, a $15 cancellation fee applies to cover the coordination and processing already completed.
• Additional Processing Fee
  To ensure smooth and timely delivery, it is important that accurate delivery information is provided at checkout.
  If an order requires extra manual work—such as searching for correct delivery details, confirming missing information, or changing the delivery address after the order is placed—a $15 address-change and processing fee applies.
  This fee covers the additional coordination with couriers and administrative time required to complete the delivery.
  Simple corrections (such as spelling updates) are made free of charge.
• 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.
• Perfumes and jewelry are shipped from our warehouse in Ukraine and typically arrive within 72 hours with Standard Delivery.
• Delivery methods (courier, postal service, or local florist) are determined by product availability and destination location.
• Substitutions may occur for flowers, cakes, or gifts due to temporary availability issues. We always maintain equal style and value.
• Delivery photos or videos are provided when possible and require the recipient’s consent. Photos may not be available for deliveries to embassies, workplaces, or secure facilities.
• Standard delivery (72 hours or more) is available throughout Ukraine, starting at $15.
  Express delivery (within 24 hours) for flowers and gift baskets is available in major cities only and requires an additional fee.
  
• Remote area deliveries:
  Deliveries to villages or remote locations may require transportation 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.
• Weight-based surcharges for heavy items:
  • 0–4.99 lbs: Free
  • 5–9.99 lbs: $5
  • 10–19.99 lbs: $10
  • 20–50 lbs: $15
• Product images are for illustrative purposes only. Actual items may vary in shape, design, or packaging depending on current stock availability.
• Flowers may arrive in bud, semi-bloomed, or fully bloomed stages, depending on freshness and seasonal availability.
• We always contact recipients in advance to confirm the delivery address and schedule a convenient delivery time.
  The sender’s identity and the nature of the gift are not disclosed.

Order Cancellation Policy:

• Orders can be canceled prior to delivery. A refund will be issued as store credit. Please note that the delivery fee is non-refundable, and a minimum cancellation fee of $15 will apply.
• We reserve the right to cancel any order if the payment is flagged as suspicious or if the customer fails to comply with our policies.

Return and Exchange Policy:

• Non-perishable items can be returned or exchanged if they are in new, unused, and resealable condition.
• A 20% restocking fee will apply for the return of non-perishable items. The remaining balance, after the restocking fee, will be refunded as store credit according to our policy.