Return Policy

Returns and Complaints Policy – Melissa Flower Shop

We want every bouquet and gift from Melissa Flower Shop to bring joy. However, if something goes wrong, we are here to help and find the best possible solution.
Below you will find our rules regarding returns, exchanges, and complaints, tailored to the nature of fresh flowers and local delivery within Szczecin.

Returns

Due to the fact that most of our products are fresh flowers prepared individually to order, they are not subject to return, unless:

the product arrived damaged,
the product is not consistent with the order,
you received a different bouquet or arrangement than the one you ordered.

In the above cases, the Customer is entitled to a full refund or a new delivery of the product, according to their preference.

Exchanges

If the product did not meet your expectations but was not damaged, please contact us on the same day the delivery was made.
Whenever possible, we will propose an exchange of the arrangement or another solution that will be satisfactory for you.

Note:
The possibility of exchange applies only to flowers that are intact – fresh, unused, and properly stored.

Refunds

Refunds are issued using the same payment method that was used when placing the order, after prior verification of the situation (e.g. based on photo documentation).
The refund process may take up to 5 business days.

A refund is granted if:

the flowers arrived in poor condition (e.g. wilted),
the order was fulfilled incorrectly,
the delivery did not take place due to the fault of the flower shop.

Products Not Eligible for Return

We do not accept returns for:

bouquets and arrangements that have been used, unpacked, or altered by the recipient,
personalized products, such as:
- printed ribbons,
- greeting cards with personal messages,
- special orders made to the Customer’s individual request.

How to Submit a Complaint or Request an Exchange

To submit a complaint or request an exchange, please contact us on the same day the product was delivered:

reception@melissa-24.pl
Adress:ul.Narutowicza 11A lokal U1 70-240, Szczecin
+48 668 478 278

Please include the order number and a short description of the issue.
If possible, kindly attach a photo of the received flowers.

You will receive a response within 1–2 business days.
If the complaint is accepted, a refund or a new delivery will be arranged.

Contact Details

Melissa Viktoriia Ranchakovska
Adress:ul.Narutowicza 11A lokal U1 70-240, Szczecin

+48 668 478 278
reception@melissa-24.pl