Your satisfaction is our priority, with 100% Customer Satisfaction Guarantee with every flower arrangement and gift we deliver to your beloved ones! If - for any reason - you are not satisfied with the arrangement that we have delivered, we will provide a replacement as soon as possible. If you do not require a replacement, you may be eligible for a partial refund in the form of Diorose credit which will be available for use for up to 12 months. You also may be offered compensation.
For any issue regarding your order, please contact Diorose Customer Care Centre within 48 hours of the delivery and we will offer you multiple solutions. Our team might ask you to send a picture of the received items to better understand the issue and find the best solution for you. We guarantee your order will be delivered on time! If your order is delayed by more than 4 hours after the end of your timeslot, please contact Diorose customer service and they will assist you accordingly. This policy will not be applicable for orders delayed for reasons outside of our control.
In case the recipient information provided by you was incorrect, Diorose will not be held responsible for any refund and/or compensation arising from delays or deliveries to the wrong person or address. Diorose shall not be responsible for the refusal of the recipient to receive a gift/arrangement.
When a bank refund is applied, such refunds will be done only through the original mode of payment of the credit or debit cards used in placing orders through the online payment gateway on Diorose Platforms. We will do our best to process your refund promptly. However, when the bank is involved this cannot be controlled by Diorose. Any Diorose credit refunds or compensation will take up to 72 hours to show in your Diorose wallet.

If an order is cancelled 24 hours before the start of the delivery slot or if the recipient is refusing the order prior to receiving the location of delivery (before delivery and preparing of the order), we will do our best to process your cancellation request which might be eligible for 100% refund.
However, the moment we receive your request, our team starts to prepare and coordinate the best quality gifts and flowers for you. It is sometimes very difficult to get cancellation requests complete, due to the fact that our network ranges throughout the country and that upon receiving your request we start preparing for your order to make sure it is delivered on time, therefore it is very difficult to stop or cancel a delivery attempt or a placed order for orders that are already under preparation.

Please Note that all edible and brand items are excluded as these are prepared more than 24 hours before the time slot.

Cancellation of order by Diorose
In certain rare circumstances, Diorose may have to cancel your order. In this case you will be eligible for a full bank or Diorose credit refund based on Dioroses discretion.
Such cases might include inability to confirm or deliver your order, recipient’s address being outside of our delivery zone, in the rare scenario where the product is not available or for any reason we are unable to process your order and we could not find you a suitable replacement after contacting you.
We will be sorry to cancel your order with no refund in cases whereby we have completely prepared your order and we are unsuccessful to reach you or the recipient in a timely manner or we have attempted to make delivery more than 3 times within 48 hours.

If you are dissatisfied with our product quality and you wish to return the delivered items, please contact our customer care team through our platforms to schedule a pick-up within 48hrs of delivery.
Depending on the country in which the products were to be delivered, you will have up to 48 hours to return the product(s), Diorose return policy will be in line with applicable laws of the country.
Please make sure that Items received are unopen, unworn, unused, and in the original packaging with the tags still attached. We do not currently offer exchanges; however, we do offer full refunds on eligible returns whereby the received product is damaged upon delivery.
We offer a 1-day return policy for jewelry and things that have been in contact with skin and perfume, which should be in its original, sealed condition.
After Diorose receives the request and checks the quality of the product to be returned, you will receive an email confirming if your return request was approved and how long it will take to receive the refund.
*Please note that the following items are excluded from this return policy: flowers, underwear, beauty, grooming, earrings, candles, Software, video games, fresh produce, custom orders, and all edible items.