Customer Service: mail@eternalfloral.com
Free gift box packaging and Free printed greeting cards
Cancellation & Refund Policy
1. General Cancellation Policy
All orders may be canceled free of charge before production begins. Due to the bespoke nature of our floral arrangements, cancellations are strictly prohibited once production has commenced (typically within 12-24 hours after order confirmation). Shipped orders are not eligible for cancellation and will be subject to our Return Policy.
2. Refund Eligibility
Product Type | Time Frame | Refund Eligibility |
---|---|---|
Custom-Made Floral Arrangements (All preserved flower products) |
Before production starts (Within 12 hours of payment) |
Full refund (100% of product value + shipping costs) |
After production starts (After 12 hours of payment) |
No refund available | |
Standard Packaging Items (Glass domes, acrylic cases etc.) |
Before shipment | Full refund minus 15% restocking fee |
3. Shipping Considerations
Due to the fragile nature of our products, all shipments are calculated by volumetric weight which includes protective packaging materials. Final shipping costs will be confirmed before order processing. Standard delivery takes 5-15 business days via DHL/YT Express/4PX based on destination.
4. Cancellation Procedure
Before Production:
1. Log in to your EternalFloral.com account
2. Navigate to "My Orders"
3. Select the order and click "Request Cancellation"
4. Our team will confirm cancellation within 4 business hours
Important Note: For custom floral arrangements, phone cancellations (+852 9486 4600) must be made within 12 hours of order placement during business hours (9:00-18:00 HKT).
Last Updated: August 4, 2025 by Eternal Floral Policy Team
Company Information:
NOMAVOX (HONG KONG) ROMANTIC JOURNEY LIMITED
Room 1508, 15/F, Grand Central Office Tower 2,
625 Nathan Road, Mongkok, Hong Kong
+852 9486 4600 | mail@eternalfloral.com
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