Returns and exchanges

Returns and exchanges
Updated: May 08, 2025

At Marta Flowers, we care about every client and strive to ensure that every order brings only pleasant emotions. At the same time, according to the current legislation of Ukraine, there are restrictions on the return of perishable goods — including fresh flowers. Below we explain our policy on returns and exchanges in detail.

Legal grounds
According to Resolution of the Cabinet of Ministers of Ukraine No. 172 dated March 19, 1994, fresh flowers and floral arrangements are included in the list of goods of proper quality that are not subject to return or exchange.
In which cases is a return or compensation possible?
Marta Flowers reserves the right to consider individual requests in the following cases:

The ordered bouquet significantly does not match the description or photo on the website (for example, visually differs by more than 30%).

The flowers were delivered in improper condition (wilted, damaged, without packaging, etc.).

A mistake occurred when preparing the order (wrong flowers, incorrect card, etc.).

The order was canceled no later than 24 hours before the agreed delivery time.

In the above-mentioned cases, we guarantee:

a full or partial refund, or

free redelivery of a new bouquet.

How to submit a return or exchange request?
To submit a complaint or request regarding a return:

Send a photo of the received bouquet (in case of damage or mismatch).

Indicate the order number, the full name of the customer, and a short description of the situation.

Requests are accepted by email: yovenkoov@gmail.com or by phone: +38 (063) 688 36 33

Refund period
A refund (if approved) is made within 5 business days using the same method by which the payment was made.
Important
If the recipient refused to accept the bouquet, and the order was fulfilled according to the agreed terms, the funds are not refunded.

If delivery could not be completed due to the fault of the customer (incorrect address, no contact, etc.), we will contact you to arrange repeated delivery for an additional fee.

Thank you for choosing Marta Flowers!

We strive for impeccable service and are always ready to accommodate our clients in resolving any issues.

Delivery in Kyiv's districts

Delivery districts

FAQ

IN WHICH CASES CAN I REFUSE TO ACCEPT FLOWERS?

If the bouquet contains flowers that are not fresh, or if it is not the bouquet you ordered, the couriers are instructed on how to handle this — they will contact the managers themselves, and a manager will call you to resolve the issue.

IN WHICH CASES CAN THE BOUQUET BE REPLACED?

If the flowers are in poor condition, take a photo and send it to us. We will either replace the bouquet or issue a refund.

IS PREPAYMENT REQUIRED?

We require prepayment when placing wedding orders, including the bridal bouquet, in the amount of 50% of the bouquet’s cost. We also require prepayment for unique custom orders starting from UAH 5,000. Regular orders are accepted without advances or prepayments.

CAN I CANCEL A PAID ORDER?

In case of force majeure, we are willing to be flexible, but please understand that order cancellation is only possible at least 24 hours before delivery. On the day of delivery, after the bouquet has already been made for you and dispatched, it is no longer possible to cancel the order.

WILL THE ORDER BE DELIVERED IF A PAYMENT ISSUE OCCURS?

There are cases when the entire banking system is not working or when it is impossible to process an international transfer on a weekend. We are willing to be flexible — the delivery will be made on time, and we will accept the payment later based on trust.

WHAT ARE THE WORKING HOURS OF YOUR DELIVERY SERVICE?

Delivery across Kyiv is carried out from 06:00 to 21:00, seven days a week. Orders are accepted from 09:00 to 20:00, seven days a week.

HOW MUCH DOES DELIVERY COST AND WHAT AFFECTS THE PRICE?

For standard delivery (a 3-hour time window) across Kyiv, the cost is UAH 200. Outside the city, the cost is UAH 300. More remote населенные пункты of the Kyiv region are calculated separately. Delivery at an exact time is an additional UAH 100.

WITHIN WHAT TIME CAN I EXPECT A REFUND?

Within 3 business days from the moment the complaint is approved.

Returns and exchanges

Delivery in Kyiv's districts

Delivery in your city

FAQ