Cancellation & Refund Policy

 
Cancellation
 

Order Cancellation Guidelines
 

If you wish to cancel your order, please contact us as soon as possible, providing your name, order number, and reason for cancellation. For orders with delivery scheduled within the next five business days, cancellations must be made within 1 hour of placing the order to avoid any cancellation fees. If the order has already been shipped, our standard return policy will apply.

We want to make cancellations as easy as possible for you. Please take a moment to review our cancellation policies, which may vary depending on when your order was placed (i.e., major Holidays), the type of gift, or the reason for cancellation.
 
 

Holiday Season Order Cancellation Policy
 

For orders placed between December 1 and December 31, cancellations must be made within 1 hour of placing the order to avoid any cancellation fees, as these orders are promptly processed for shipment. If the order has already been shipped, our standard return policy will apply.

During the busy holiday season, it may take us longer to confirm cancellations due to increased communication with offices and shipping companies worldwide. Please allow extra time for us to confirm whether a cancellation is possible.
 
 

Order Cancellation Before Shipment
 

If you need to cancel your order before it’s been dispatched, we’re happy to assist. Please note that IsraelFlorist.com may charge a small administrative fee to cover any costs already incurred.
 
 

Israel Florist Gift Certificates
 

Cancellations are permitted only if the recipient has not redeemed the monetary gift certificate, these certificates do not expire, however, if we have incurred any expenses in the process of contacting your recipient, a fee may be deducted from your refund.

Refunds for canceled monetary certificates may be issued as Store Credit.
 
 

Local Phone Number Not Provided
 

When you cannot provide us with a local phone number while placing the order, and you confirm that you’re willing to proceed with the delivery without a (reachable) local phone number, we cannot issue a refund in the event of delivery issues.

Wrong Address or Phone number provided: Orders with an incorrect recipient address and/or without a local reachable phone number are not eligible for a refund or store credit if delivery attempts are unsuccessful. This also applies to cases where the recipient is unknown or no longer resides at the provided address. Please double-check the address and provide a valid local phone number to ensure timely and successful delivery.

Force Majeure: In the event of force majeure situations, such as extreme weather conditions, natural disasters, local holidays, protests affecting traffic, or lockdown measures that prevent timely delivery, we cannot guarantee the delivery time you requested. While we will make every effort to deliver your gift as soon as possible, we are not responsible for delays due to these circumstances, and no refund will be issued. If your delivery is delayed or there is a concern, we will notify you via email. If the delay becomes significant, we will offer alternative solutions, such as store credit or rescheduling the delivery, depending on the situation.

Undeliverable Orders: We reserve the right to reject an order at our discretion if delivery to the specified address is not possible. In such cases, you will be notified promptly, and a full refund will be issued.
 
 
 

Return
 

Our seven-day satisfaction guarantee covers most orders placed with IsraelFlorist.com. If you are not satisfied with your purchase, you can request a return by notifying us within seven days of delivery. Please include your name, order number, and reason for the return. We will then coordinate the return with a local supplier.

We are committed to keeping you informed throughout the return or refund process. You will receive email notifications for key updates, such as when we receive your returned item, when the inspection is complete, and when your refund, store credit, or replacement has been processed. This ensures transparency and helps you stay informed about the status of your request.


Condition of the Items: Items that are not faulty must be returned in resalable condition, unopened, and with the original packaging intact. Shipping costs from the original order are non-refundable, and return shipping costs (if applicable) are the customer’s responsibility. For orders that were shipped free of charge, the shipping costs will be deducted from the refund. Once the returned item is received and inspected, any applicable refunds or store credits will be processed within 14 days.

Store credit will be issued for items returned that are not faulty or determined to be in working condition after inspection.

If you receive a faulty product, please contact us immediately, as a return may not be required.


Exceptions: The cooling-off period does not apply, and the gift cannot be returned unless faulty if your order contains any of the following items:

1. Fresh flowers or fresh food perishable gifts (such as cheese, meat, fish, fruits, or cakes).
2. Personalized and branded goods, electronics, perfumes, and cosmetic products.
3. Bespoke hampers — if your hamper is purchased using the Custom Gift Basket Service or Build Your Basket Service or created to your requirements by our Sales Team.

Gift baskets that arrive damaged or with defective contents must be reported to our Customer Service within 48 hours of delivery. We will either send a replacement gift or offer an alternative hamper of equal or higher value. If a replacement is not required, a refund or store credit will be offered. We reserve the right to request the return of the item through our return service or pictures for further inspection before proceeding with a replacement or refund.
 
 
 

Refund
 

Payment Methods
 

Refunds will only be processed using the original payment method. In all cases, the refund amount cannot exceed the original payment made by the customer.

If the original payment method is non-refundable (e.g., refund declined by the card issuer, bank wire transfer, local money transfer, or cryptocurrency payment), a store credit will be issued in place of a refund.
 
 

Non-refundable Transactions
 

If a refund is required for a non-refundable transaction, a $10 USD wire transfer fee will be deducted from the total refund amount, in addition to any applicable administrative fees.
 
 

Refund Due to Suspected Fraudulent Activity
 

In cases where an order must be canceled due to the recipient being identified as a potential scammer, the following applies:
 

• 50% Retention: We will retain 50% of the order value to cover costs incurred for preparation, restocking, and delivery attempts.
• Store credit option: If the order has not been processed, you may choose to receive 100% of the order value as store credit for future use.
• 50% refund: If a refund is preferred over store credit, we will refund 50% of the total order value.
   

This approach guarantees fairness while sustaining our operations.