Refund Policy

Fresh flowers are prepared to order and are perishable, which shapes the policy below. If anything about your order is not right, write to info@maelys.ae and we will put it right.

Changing or cancelling your order

You may change or cancel an order free of charge up to 24 hours before the start of your chosen delivery window. Contact us with your order number and we will confirm the change or refund you in full.

Within 24 hours of the delivery window the arrangement is already being composed and the flowers have been cut for it, so we are not able to offer a refund for a change of mind. We will always try to help — for example by moving the delivery to another address on the same day where that is still possible.

An order that has been placed but not yet paid for is cancelled automatically once its payment window expires, and nothing is charged.

If something is wrong with your flowers

Tell us within 24 hours of delivery and include a photograph. If the arrangement arrived damaged, wilted, or materially different from what you ordered, we will replace it or refund it — whichever you prefer.

We ask for the photograph promptly because flowers are perishable and their condition changes quickly; it also helps us trace what went wrong with that particular delivery.

If delivery did not happen

If we were unable to deliver because of something on our side, you receive a full refund including the delivery fee. Where delivery failed because the address was incorrect or the recipient could not be reached after our attempts, we will contact you to arrange a re-delivery; a further delivery fee may apply.

Change of mind

Because every arrangement is made to order from perishable stems, we are not able to accept returns or offer refunds for a change of mind once the flowers have been prepared. This does not affect your rights where an order is faulty or not as described.

How refunds are made

Refunds are returned to the card or method you paid with — we cannot send them anywhere else. Once we approve a refund we submit it immediately; your bank usually shows it within a few working days. You will receive an email from us confirming the refund.

Questions

Write to info@maelys.ae with your order number and we will respond as quickly as we can.