Refund, Replacement & Cancellation Policy

1) Time limit to report an issue

To be eligible for a replacement or refund, you must contact us within 2 hours of delivery.

2) Eligible for replacement or refund

You may be eligible if the bouquet arrives:

• Damaged (e.g., crushed, broken stems, severe packaging damage affecting the bouquet)
• Wilted / not in deliverable condition on arrival
• Significantly different from the confirmed order (style/value)

If confirmed, we may offer:

• Replacement bouquet (same value), or
• Refund (full or partial, depending on the case)

Please keep the bouquet until we confirm the outcome. If it is discarded before review, we may not be able to approve a replacement/refund.

3) What to send us (required)

Please contact us via Contact on LINE, Contact on WhatsApp and send:

• Order number or order link
• Delivery date/time
• Clear photos of the bouquet (and packaging if relevant)
• A short note describing the issue

4) Not eligible (important)

Refunds/replacements may not apply if:

• You contact us after 2 hours from delivery
• Damage happens after delivery due to heat, lack of water, handling, or leaving the bouquet outdoors
• The bouquet differs only by minor natural variations (size, bloom stage, shade differences)
• The issue is caused by incorrect/incomplete delivery details (wrong address/phone, missing room number, access instructions)
• The recipient is unavailable and delivery cannot be completed after reasonable contact attempts
• The request is a change of mind after confirmation, after preparation has started, or after dispatch

5) Product images, AI visuals, and natural variation

Some images on our website are AI-generated or styled as visual references. They show the overall mood, color palette, and bouquet style, not an exact one-to-one copy.

Because flowers are seasonal and natural, the final bouquet may differ in:

• exact flower varieties/greenery used
• placement and shape of stems
• wrapping details
• small color shade differences

As long as the delivered bouquet matches the intended style and overall value, these differences are not eligible for a refund or replacement. (This does not affect cases where the bouquet arrives damaged or wilted.)

6) Substitutions (seasonal availability)

If substitutions are needed due to availability, we aim to keep:

• the same overall style
• similar colors (when possible)
• the same or higher value

7) Delivery issues and re-delivery

If delivery cannot be completed because the recipient is unavailable, access is restricted, or details are incorrect/incomplete, we may return the bouquet or arrange re-delivery when possible. If the location or zone you provided was wrong and extra delivery cost applies, we will contact you to approve any additional fee before we reroute or try again. At arrival, we target handover within 15 minutes and do not keep the driver waiting on site longer than 30 minutes in total; if extra waiting is caused by the customer or recipient, we may charge an additional driver waiting fee. Additional delivery fees may apply for re-delivery or rerouting caused by these situations, and cancellations requested at this stage may not be fully refundable.

8) Refund method, timing, and Stripe fees

• Refunds are issued to the original payment method where possible.
• Card refunds can take time to appear, depending on your bank/card issuer (often 5–14 business days, sometimes longer). (American Express)
• Stripe's processing fees from the original transaction aren't returned to us when a card payment is refunded. (Stripe Support)
• If you cancel an order and a refund is approved, a 6% processing fee is deducted from the refund amount for all credit card payments, to cover non-refundable card-processing costs. Cancellations for reasons not caused by Lanna Bloom follow the same rule when a card refund is issued. Once preparation or dispatch has started, full refunds may not be available. Approved refunds are typically processed within 5–10 business days, but the exact timing may vary depending on the customer's bank or payment provider.

9) How to contact us (fastest)

Please message us via Contact on LINE, Contact on WhatsApp and include your order number/link and any relevant photos.