Refund policy,
when we pay back
Our refund policy in plain terms: the Fresh-for-5 promise, what counts as our mistake, what doesn't, and exactly how to claim, no arguing required.
The promise first
Every bouquet leaves with a photo you've approved and a Fresh-for-5 promise: if the stems wilt within five days despite normal care, we replace or refund. Your call. That's the short version; the edge cases are below.
Quick answers
Fastest claim: photo of the flowers to entrychoicewave@gmail.com or ring +64 7 578 3264. Most claims close in a day.
Contact the studioWhat gets a refund or replacement
- Stems wilting within 5 days despite reasonable care (fresh water, no heater blasts)
- Bouquet arriving damaged in transit: photo it, we fix it
- Delivery missing the agreed window on a timed or event-critical order
- Order substantially different from what you approved in the bench photo
- Us cancelling an order: always a full refund, immediately
How fast
Approved refunds go back the way you paid, inside 3 business days. Replacements go out on the next run.
What doesn't qualify
Fairness runs both ways. These are the honest exclusions:
- Normal stem ageing after the five-day window
- Flowers left in a hot car or without water (we'll help anyway, just not refund)
- "I changed my mind" after the bouquet was made and approved
- Delivery failed because the address details given were wrong. We still remake at reduced cost
- Seasonal stem swaps that were flagged in the bench photo and approved
How to claim
Tell us quickly
Ring +64 7 578 3264 or email entrychoicewave@gmail.com, within the 5-day window for freshness claims.
Send a photo
A picture of the flowers as they arrived, or as they look now, speeds everything up.
Pick the fix
Replacement on the next run, or money back: genuinely your choice, not ours.
Done
Refunds process inside 3 business days. You'll get a confirmation either way.
Weddings, events and deposits
Deposits follow the cancellation schedule in our terms: refundable to 8 weeks out, partially after that. If we cancel on you (which has happened once, when a grower's entire crop failed. We sourced elsewhere and ate the difference), deposits return in full.
Behind the policy pages
A real studio, not a faceless site. The people below answer these pages' questions.
Questions about refunds?
Policies are easier to discuss than to decode. Ring the studio, send an email, or use the contacts form. Ren or Mags will sort it.