Returns, refunds & flower substitutions

Flower substitutions

Flower and container availability changes with the season. Review any substitution policy shown on the product page; if none appears, contact the florist before ordering to confirm substitution terms. If a particular flower, color, or design element matters, add a note in the florist instructions and contact the shop before ordering to confirm availability.

For arrangements fulfilled by Topinu's own shop: Flowers and containers may vary with season and availability. If a substitution is needed, we preserve the arrangement’s style, theme, and color palette and use flowers or a container of equal or higher value. If a specific element matters to you, add it to the florist instructions at checkout or contact the shop before ordering to confirm availability.

The florist identified on a product page and at checkout accepts and fulfills that order. For substitutions, a product-specific policy disclosed there takes precedence for that arrangement; Topinu's own-shop promise does not apply to other florists.

Returns, replacements & delivery issues

For Topinu's own shop: Delivered fresh flowers and made-to-order arrangements cannot be physically returned, including for a change of mind. There is no return-shipping method or restocking fee for these arrangements.

If your Topinu-shop arrangement arrives damaged, in poor condition, or materially different from the order, contact us within 24 hours of delivery to qualify for a replacement. Include the order number and clear photos when available. We will review the issue; if a verified replacement cannot reasonably be provided, authorized staff may consider another remedy.

For an order from another florist, contact that shop before ordering to confirm its return and replacement terms, then report any issue promptly. Topinu support can help you reach the shop and check the status of a payment or refund. Nothing here limits rights or remedies that cannot legally be excluded.

If the delivery did not arrive or has a different delivery problem, contact us promptly with the order number so the shop can investigate. Do not wait for the flower-condition window to report a missing order.

Changes & cancellations

If you have an account, request cancellation from Order Details as soon as plans change. For a guest order, contact the fulfilling shop or Topinu support promptly with your order number. More than 48 hours before the scheduled fulfillment window, an eligible account request may be cancelled automatically if preparation and delivery have not advanced. Later or guest requests require authorized review. A request is not a confirmed cancellation or refund until staff or the order status confirms it.

Approved refunds

For Topinu's own shop: When a refund is approved, we submit it promptly to the original payment method. Please allow 5–10 business days after processing for the credit to appear on your statement; your bank or card provider controls final posting time.

For every Topinu checkout, a refund is confirmed only after the payment provider reports success; a pending or failed refund is not complete. For another florist, contact the shop before ordering to confirm refund eligibility and contact it or Topinu support to understand a later decision and current status.