Refund policy
At Pollen Nation, each floral arrangement is made fresh and by hand. Because flowers are perishable and designs are created specifically for each order, all sales are final and we do not accept returns.
That said, your experience matters to us. If there is an issue with your order, we’re here to help.
Damaged or Unsatisfactory Orders
If your flowers arrive damaged, wilted, or not as expected, please contact us within 3 hours of delivery or pickup with a photo of the arrangement. This allows us to assess the issue and make things right.
Where appropriate, we may offer:
- A replacement arrangement of equal value
- A partial refund
- Store credit toward a future purchase
Resolutions are offered at our discretion and based on the nature of the concern.
Substitutions
We work with fresh, seasonal blooms, which means specific flower varieties and exact colours cannot always be guaranteed. By placing an order, you acknowledge that substitutions may be made to ensure quality and freshness. Substitutions of equal or greater value do not qualify for a refund.
Delivery Issues
If an order cannot be delivered due to an incorrect address, recipient unavailability, or restricted access (e.g. secure buildings, no concierge), the order may be returned to our studio. Redelivery fees may apply. Refunds are not issued for failed deliveries due to incorrect or incomplete delivery information.
Cancellations & Changes
Because orders are prepared in advance, we are unable to offer refunds for cancellations or changes once an order has entered production. For same-day or next-day orders, changes may not be possible. Please contact us as soon as possible and we will do our best to accommodate.
How to Contact Us
If you have a concern about your order, please reach out within 24 hours of delivery or pickup at: hello@wearepollennation.com.
Please include your order number and a photo of the arrangement so we can assist you quickly.