Returns & Complaints
Customer satisfaction and the quality of our flowers and service matter greatly to us. Below you'll find the process for raising complaints and enquiries about orders placed with IFIORA. If you have any concerns about how your order was fulfilled, please get in touch so we can review it promptly.
How to submit a complaint
Complaints can be submitted by email to info@ifiora.com. In your message, please describe the issue clearly so we can review it efficiently. Each complaint is reviewed individually, taking into account the nature of the order and the circumstances raised.
Because we deal with a special kind of product — fresh flowers — please raise any concerns without undue delay after receiving your order. This allows us to assess the condition of the product fairly and handle the matter quickly.
Information required in your complaint
To help us review your complaint faster, please include the following in your message:
- the order number,
- the date the order was placed or delivered,
- a description of the defect or non-conformity,
- photos of the product if it is defective or damaged,
- contact details so we can respond.
Attaching photos in the case of a defective or damaged product significantly helps us assess your complaint quickly.
Where to send complaints
The main channel for complaints and order enquiries is email to info@ifiora.com. Through this address we receive complaints, respond to them and inform you of how each complaint has been resolved. You can also reach us by phone on +48 883 338 113 during opening hours, from 10:00 to 17:00.
Fresh flowers and perishable goods
Fresh flowers and floral arrangements are goods of limited durability that spoil quickly. Given their nature, such products may be subject to specific rules regarding complaints, returns or exchanges. The exact scope of these rules, including any specifics arising from the perishable nature of the goods, requires final legal verification and will be clarified in this page.
Regardless of the above, we will do our best to review every complaint about the quality of the flowers you received fairly and with due care.
Damaged or incorrectly fulfilled orders
If your order arrives damaged or does not match what you ordered, please contact us as soon as possible after receiving it. In your message, please include the order number and attach photos showing the damage or discrepancy. On that basis we'll agree how to proceed and propose an appropriate resolution.
If we confirm that the order was delivered damaged or incorrectly fulfilled, we'll agree an appropriate resolution with you individually.
Returns and exchanges
If, after reviewing your complaint, a return or exchange is accepted, we'll let you know how to proceed, including the terms of the return or exchange. Given the nature of our products, the possibility of a return or exchange is assessed individually for each case.
Cancelling or changing an order
If you need to cancel or change an order you've placed, please contact us as soon as possible by email at info@ifiora.com or by phone on +48 883 338 113 during opening hours, from 10:00 to 17:00. We'll do our best to accommodate your request, as far as possible at the given stage of order fulfilment. If preparation or delivery has already begun, changes or cancellation may no longer be possible.
Complaint review timeframe
We review complaints without undue delay, within a reasonable time from receiving your complete submission. We'll respond in a format matching your submission, usually by email to the address you provided. Where needed, we may ask for additional information required to review the matter.
Contact details
IFIORA
Al. Polski Walczącej 30, Lokal U3/A
Mokotów, 00-712 Warszawa
Poland
Email: info@ifiora.com
Phone: +48 883 338 113
Opening hours: 10:00–17:00