Return & refund policy

Our chenille-stem flowers are handmade in small batches, and many are made or customised specifically for each customer. Slight differences in shape, placement, and colour are natural characteristics of handmade work and are not considered defects.

Contact us as soon as possible if you need to change or cancel an order. A full cancellation is available before making has begun. Once materials have been prepared or work has started, cancellation may not be possible.

Custom and personalised orders cannot be cancelled after the design has been approved and making has begun.

If an order arrives damaged, incorrect, or incomplete, contact us within 48 hours of delivery. Include the order reference, a description of the issue, clear photographs of the item, and photographs of the outer packaging.

After reviewing the claim, we may offer repair guidance, a replacement, store credit, or a refund. Please keep the item and packaging until we confirm the next step.

Custom, personalised, and made-to-order pieces are not eligible for a change-of-mind return. An unused, non-custom ready-made product may be accepted for return if you contact us within seven days of delivery and receive approval before sending it.

Approved returns must be unused, undamaged, and in their original packaging. Customers are responsible for safe return delivery and its cost unless the product was incorrect or arrived damaged. Original delivery fees are not refundable for change-of-mind returns.

• custom colours, flower combinations, names, or gift messages;
• products damaged after delivery through misuse or poor storage;
• items returned without prior approval; and
• sale items marked as final sale, unless damaged or incorrect.

When a refund is approved, it will be sent to the original payment method where possible. Processing time depends on the bank or payment provider. We will confirm when the refund has been initiated.

Start a return, cancellation, or damage claim by contacting @avrielleflowers, avrielleflowers@gmail.com or WhatsApp. Please include your order reference and do not send an item until return instructions have been provided.