Introduction

At Hearts and Flowers, we strive to ensure that our customers are completely satisfied with their purchases. If you are not entirely happy with your order, we’re here to help. Please read our return policy below for details on how to return items.

Return Eligibility

Perishable Items: Due to the perishable nature of flowers, plants and some gift baskets, we cannot accept returns on fresh floral arrangements, plants or fresh fruit. If there is an issue with your order, please contact us by sending an email to admin@heartsandflowers.co.za as well as a photograph clearly showing any issues you may have.

Please ensure that contact is made, an email is sent within 24 hours of receipt of items

Gift Baskets: Non-perishable items such as gift baskets can be returned within 5 working days of receipt. Items must be unopened, unused, in their original packaging, and in the same condition as when you received them.

Return Process for Gift Baskets

Step 1: Contact Us: To initiate a return, please contact us at admin@heartsandflowers within 24 hours of receiving your order. Provide your order number (if available) and the reason for the return.

Step 2: Return Authorisation: Our customer service team will provide you with instructions on how to return the item.

Step 3: Packaging: Securely pack the item in its original packaging, including all accessories.

Step 4: Shipping: Ship the package to the address provided. We recommend using a trackable shipping method to ensure the package arrives safely.

NOTE: Return shipping costs are for clients account.

Refunds

Inspection: Once we receive your return, we will inspect the item to ensure it meets our return criteria.

Processing Time: Refunds will be processed within 7-10 business days after the inspection is complete.

Refund Method: Refunds will be issued to the original payment method. Please note that shipping charges are non-refundable.

Damaged or Defective Items

Notification: If you receive a damaged or defective item, please notify us within 24 hours of delivery at admin@heartsandflowers.co.za

Replacement: We will arrange for a replacement item to be sent to you as soon as possible. If a replacement is not available, we will issue a full refund.

Non-Returnable Items

Personalised Items: Custom or personalized items are non-returnable unless they arrive damaged or defective.

Perishable Goods: Fresh flowers and fruit and any perishable items cannot be returned.

Exchanges

Exchanges: We currently do not offer direct exchanges. If you would like to exchange an item, please follow the return process and place a new order for the desired item.

Contact Us

If you have any questions or need assistance with your return, please contact our customer service team:

Hearts and Flowers 

M: +27 (82) 939 0714
E: admin@heartsandflowers.co.za

Address: 97 6^th Avenue, Melville, Johannesburg, 2192

Note: Hearts and Flowers reserves the right to refuse returns that do not comply with our return policy. Please review our policy carefully to ensure your return is eligible.

Address: 97 6^th Avenue, Melville, Johannesburg, 2192

Note: Hearts and Flowers reserves the right to refuse returns that do not comply with our return policy. Please review our policy carefully to ensure your return is eligible.