Refund policy

RETURN & REFUND POLICY 

THE PERSON WHO MUST CONTACT US IS THE PERSON WHO MADE THE ORDER NOT THE RECEIVER. We do not other gifts like stuffed animal or balloons

OUR POLICY ON FLOWERS:

As flowers are perishable goods, our refund policy is as follows:

For Daily Design, we will only give a full refund if we can pick up the merchandise from the recipient that day for resale. The delivery fee is not refundable if the delivery has been already made.

 For funeral arrangements, events, and wedding design work. We do not generally provide refunds for these arrangements.  If we do provide a refund for some reason it will not include the delivery charges and we do not do exchanges or re-dos. However, we take great pride in the integrity and quality of our work at Mill Valley Flowers, and we would like for you to enjoy our beautiful arrangements as much as we do. We will always take into consideration all variables involved in any dissatisfaction and look for what we can do within reason for the customer based on the circumstance.

If you are not satisfied with your arrangement, please contact us within 24 hours of delivery.  Send us an email explaining the dissatisfaction and provide several photos that support your concern.  Once we receive the email with the photos, we will contact you by phone the next business day of your email with a resolution. 

After 24 hours of delivery, no store credits or any type refund will be provided. 

Substitution Policy
Fresh Flowers

We are committed to delivering your important emotional sentiments on time and as fresh and beautiful as possible. Because of the nature, seasonality, and regional availability of flowers it is sometimes necessary to make substitutions of equal or greater value. We will make every effort to maintain the "look and feel" of the arrangement by considering the overall shape, size, style, and color combinations. Sometimes flowers are not available in the season our customers would like them.  We do everything we can to get the flowers our customers wish for but if they are out of season and not available then we have no choice but to make a substitution or omit that one flower type from the arrangement. If the designer feels that the alternative adornments to the design are not pleasing or look right, they may be omitted or change color.  Each designer in our shop has a different taste and may improve on the design in our photo or add their best aesthetic to the design. The designer's choice option is always of equal or more value, in which case you are not charged more.  

Plants

For green and blooming plants, similar plants may be substituted of equal or greater value. For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type but may substitute with another color. Containers for plants will be as close as possible but we sometimes have to change the container if sold out or no longer available.

Substitutions for Special Occasions

Due to the importance of delivering orders for special occasions, such as funerals, birthdays, and anniversaries, on specific days, we may make a substitution of equal or greater value to ensure timely delivery. If the flowers you requested are not available, and we are not able to contact you via the phone number(s) or email address you provided us, we will move forward with our designer’ choice to implement the order. This decision and policy does not qualify for a refund if you are not in alignment with our designer’s choice.

Delivery Policy / Refund

We are unable to guarantee delivery at a specific time, but we are normally able to deliver within four to five hours on orders received before cut off time. You can request an AM or PM delivery (AM delivery frame time could be around 10:30 - 12:00), however, during holidays, guaranteeing a set time will not be possible.   During major holidays such as Mother's day or Valentine’s Day, our routes are determined by location. If by chance we have a delivery issue our policy is to return the funds the next business day, as long as delivery was our mistake, however, if given the wrong address, recipients out of town or the delivery is ordered to be left unattended and is then compromised under no control of our own, we are unable to offer a refund as we fulfilled the order from product, to design to delivery to the address provided which is documented by our drivers.  In case of refunds, we make every effort to refund immediately within 48 hours, however due to credit card processing it generally can take 5-10 business days to show on your bank statement/credit card statement.

If No One is Home

Depending on the delivery location, if the recipient is not available at the time of delivery, the delivery person will make every attempt to leave the arrangement in a safe place for the recipient to retrieve when they return, out of direct sunlight or rain if possible. 

Recipient May Be Contacted

In some cases, time permitting, our team may contact the recipient to ensure s/he/they will be home to accept the delivery or any delivery issues with the address, that's why get a recipient phone number is really important to us when you order with us.

Request to Leave Item at Door 

The customer assumes all liability for requests to leave arrangements to a doorstep, porch, yard or any location where the recipient cannot accept the arrangement themselves. We cannot be held responsible for missing or faulty products due to this request. At the end of the day, we will call to all the recipients which their deliveries was left at the front door to confirm/let them know about their flowers

Holiday Policy 

During special holiday times like Valentine’s day or Mother's day, Thanksgiving, Christmas, Hanukkah or any holiday where we are doing a large volume of orders, we will often ask customers calling to complete their orders online in order to provide a more effective service. Information put into the system by you will have a higher likelihood of your order being handled expeditiously as collecting addresses, card notes, credit card information by phone is time consuming and subject to errors in a rush.  We thank you for your team work on that!