Refunds & Returns Policy
At Mel’s Flower Truck, our focus is delivering fresh, beautiful flowers to you and your recipients.
If for any reason your flowers arrive in an unsatisfactory condition, or they are not received, please get in touch within 24 hours so we can investigate and put things right.
Flowers Received in Unsatisfactory Condition
If your flowers arrive in a condition you’re unhappy with, we’ll need:
- Photos of what you or the recipient received
- Proof of purchase
You do not need to bring the flowers back to us.
Once we’ve confirmed the issue relates to quality or freshness, we’ll send a complimentary replacement bouquet with no courier fees.
Please note:
Unsatisfactory condition relates only to quality and freshness.
Disliking the colours or flower varieties is not grounds for a replacement or refund.
Incorrect Delivery Address Provided by Sender
If flowers were not received because an incorrect delivery address was supplied, we cannot offer a refund or replacement.
We can help redirect the flowers to the correct address if possible. Additional courier fees may apply.
Courier Delivery Errors
If your flowers left us but were delivered incorrectly by one of our couriers, we will send a fresh complimentary replacement bouquet with no additional courier fees.
Missed or Undispatched Orders
If your order was missed and we did not dispatch your flowers on the requested day, you may choose:
- Redelivery on another day, or
- A full refund
Order Cancellations
Orders can be cancelled free of charge as long as they have not yet left the truck.
Change of Mind
Due to the perishable nature of flowers, we do not offer refunds for orders that have been picked up or delivered if you have changed your mind or no longer need them.
Refund Processing
Refunds can only be made back to the original card used at checkout.
Approved refunds take 2–4 business days to process.
Flower Care Requirements
As flowers are perishable, recipients must ensure they are placed in water on the day they are received.
Please follow the care instructions provided:
Caring for Your Flowers
- Unwrap your flowers
- Trim stems by approx. ½ cm
- Place into a vase ensuring all stems are in water
- Change water & recut stems every few days
We cannot offer refunds or replacements for flowers that have not been cared for or left out of water.
Time‑Specific Deliveries
If you require a time‑specific delivery, this must be confirmed with us verbally or via email.
Writing this in the special instructions box does not guarantee a timed delivery.
As we use third‑party couriers, we cannot provide refunds for flowers not delivered by a specific time.
If you have any questions or need support, please get in touch:
Phone: 021 234 7844
Email: melsflowertruck@gmail.com