Refund policy

At Enimade Flower, every bouquet is carefully handmade and many of our products are personalised just for you. We take great care in ensuring each order is beautifully crafted before it leaves our studio.

Please read our refund and return policy below before placing your order.

Return Conditions: 

As many of our products are handmade and personalised, we generally do not accept returns or exchanges unless the item arrives damaged, incorrect, or significantly different from what was ordered.

Examples include:

  • Item received not as described
  • Wrong bouquet design
  • Wrong packaging colour
  • Wrong personalised details (caused by our team)
  • Damaged bouquet
  • Bouquet significantly flattened or deformed upon arrival

Returned items must be unused, in their original condition, and include all original packaging where applicable. To support your claim, please provide an unboxing video showing the condition of the parcel and product upon opening.

Personalised & Custom Orders

As our personalised products are made specifically for each customer, they cannot be returned, exchanged, or refunded due to:

  • Change of mind
  • Incorrect information provided (e.g. names, messages, photos)
  • Personal preference after production has begun

Please review all personalisation details carefully before submitting your order. 

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us via WhatsApp or Facebook within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number
  • Clear photos of the damaged item
  • Unboxing video
  • A brief description of the issue

We'll assess each case individually and, where appropriate, offer a replacement, partial refund, or full refund.

Order Changes & Cancellations

Need to make changes to your order? Please contact us as soon as possible. Changes or cancellations can only be accommodated before production has begun. Once production has started, personalised orders cannot be cancelled or modified.

Shipping Delays

We are not responsible for delays caused by courier services, weather conditions, public holidays, or other circumstances beyond our control. If your parcel is delayed, we'll gladly assist in checking the shipment status with the courier.

Refund Processing

If a refund is approved, it will be processed using the original payment method. Please allow 5–10 business days for the refund to appear, depending on your payment provider or bank.

Handmade Variations

Each bouquet is individually handmade, making every piece unique. Slight differences in flower placement, shape, size, or arrangement are part of the handmade process and are not considered defects.

Contact Us

Our goal is always to ensure your gift arrives beautifully presented and ready to create a meaningful moment. If there's ever an issue with your order, please don't hesitate to contact us—we're here to help.

📧 Facebook: Enimade
📱 WhatsApp: +60 17-827 2097