Refund policy

Return & Refund Policy

Effective Date: June 10, 2026

At Skyle Flowers & Gifts Shop, we are committed to delivering premium floral arrangements and gifts that delight our customers. Please read our policy carefully before placing your order.

1. Fresh Flowers & Floral Arrangements

Due to the perishable nature of fresh flowers, all floral arrangements are non-returnable and non-refundable once delivered. However, we will offer a replacement or store credit if:

  • The arrangement arrives in poor condition (wilted, damaged, or significantly different from what was ordered)
  • The wrong arrangement was delivered

Claims must be raised within 24 hours of delivery with photographic evidence sent to our support contact. We reserve the right to assess the condition before approving a replacement.

2. Customizable & Personalized Gifts

Personalized items (e.g., engraved gifts, custom-printed items, monogrammed products) are non-refundable unless they arrive damaged or defective. If your item arrives damaged:

  • Contact us within 48 hours of delivery
  • Provide clear photos of the damage and packaging
  • We will arrange a replacement or issue a store credit

3. Non-Personalized Gift Items

For standard (non-personalized) gift items such as soft toys, gift sets, and accessories:

  • Items may be returned within 7 days of delivery in their original, unused condition and packaging
  • Return shipping costs are the responsibility of the customer
  • Refunds will be processed within 5–7 business days of receiving the returned item, via the original payment method or as store credit

4. Same-Day Delivery Orders

For same-day delivery orders in Nairobi, any issues must be reported on the day of delivery. We will do our best to resolve the matter promptly, including re-delivery where feasible.

5. Order Cancellations

  • Orders cancelled more than 2 hours before the scheduled delivery time are eligible for a full refund
  • Orders cancelled within 2 hours of the scheduled delivery time may incur a 50% cancellation fee, as preparation may have already begun
  • Orders that have already been dispatched cannot be cancelled

6. Incorrect Delivery Address

Skyle Flowers & Gifts Shop is not liable for failed deliveries due to an incorrect address provided by the customer. Re-delivery charges will apply.

7. How to Contact Us

For any return, refund, or exchange requests, please reach out to us:

  • Email: skylegift@gmail.com
  • Phone/WhatsApp: 0142 844854
  • Business Hours: Monday – Friday, 7:00 am - 7:00 pm