Replacements and returns. Refund

Reasons for replacing the product:

  1. The received bouquet / arrengment is partially wilted or the flowers do not look fresh.
  2. The received bouquet / arrengment consists of flowers that were not agreed with the customer.

Product replacement procedure:

  1. Within 20 hours of receipt of the bouquet / arrengment, the customer must file a complaint by filling out a feedback form or writing a letter to the address: [email protected] attaching confirming photos.
  2. When you will be brought a new bouquet / arrengment, it is mandatory to return the previous, damaged, bouquet / arrengment to the courier.

Reasons for the return of goods with compensation of funds:

  1. Upon receipt of the gift, the client can immediately refuse and return the order to the courier, indicating that the bouquet / arrengment does not meet expectations.
  2. The received bouquet / composition is partially wilted or the flowers do not look fresh.
  3. The received bouquet / arrengment consists of flowers that were not agreed with the customer.

The procedure for the return of goods with compensation funds:

  1. In the event that the client immediately upon receipt refused the gift, the courier picks up the bouquet / arrengment. The administrator of the online store draws up an application for the return of funds to the customer's account. According to the rules of the company, the refund is made within 5 working days.
  2. In the event that within 20 hours the customer made a complaint that the bouquet / arrengment consists of flowers that were not agreed with the customer, the following steps should be taken:
  1. The customer must file a complaint by filling out a feedback form or write a letter to the address: [email protected] attaching a confirming photo. 
  2. Return the received bouquet / arrengment. 
  3. Refunds to the customer are made within 5 working days from the date of the complaint, if a positive decision is made.

      3. In the event that within 20 hours from the moment of receiving the bouquet / arrengment the flowers wilted, it is necessary to carry out the following actions:

  1. The customer must file a complaint by filling out a feedback form or write a letter to the address: [email protected] attaching a confirming photo.
  2. Return the received bouquet / arrengment.
  3. Refunds to the customer are made within 5 working days from the date of the complaint, if a positive decision is made.

You can return the order in the following ways:

  1. Call the courier online store LoraShen, specifying a convenient time and address for the arrival of the courier. Departure of the courier is paid by the customer, according to the established tariffs.
  2. Independently bring to a convenient address:

LoraShen Studio

119/2 Lobanovskoho Ave., Kyiv City

opening hours:

Mon-Fri 8:00 - 20:00 Sat - Sun 9:00 - 20:00

LoraShen at Kharkov Premier Palace Hotel

Kharkiv, 2 Nezalezhnosti Ave., Kharkiv City,

Sopening hours:

Mon-Fri 8:00 - 20:00 Sat - Sun 9:00 - 20:00

Reasons for refund:

  1. Our order was not delivered on the indicated day. This item does not apply to cases of delivery on holidays, see details in the “Delivery” section.
  2. Refusal of the recipient to accept gifts from the customer, what the recipient informs the administrator of the online store at the time of confirmation of the address and time of delivery. This information is agreed with the recipient before the florists begin to create an order.
  3. The customer paid twice the order by mistake.

The refund process.

  1. Refunds to the customer are made within 5 working days from the moment the complaint is reviewed and a positive decision is made.
  2. Refunds are made in the same way that the customer used when paying for the order.