Definition of Customer

For the purposes of this policy, “customer” refers to the individual who placed the order and whose name appears on the order confirmation or receipt. Throughout this policy, “you” refers to the customer, and “we”, “us”, or “our” refers to Mud Urban Flowers.

Fresh Flower Return 

If you (the customer) are unhappy with your fresh flowers and would like to return them, you must contact us to request a return within 24 hours.

To be eligible for a return:

• The flowers must be in the same condition as when they were delivered.
• You must provide your order number or proof of purchase.

Please note that customers are responsible for the cost of returning items to us.

To initiate a return, please email hello@mud-urbanflowers.com. If your return is approved, we will provide you with instructions on how and where to send your return.

Dried Flower Return

If you (the customer) are unhappy with your dried flowers and would like to return them, you must contact us to request a return within 7 days of receiving your order.

To be eligible for a return:

• The item must be in the same condition as when it was delivered.
• You must provide your order number or proof of purchase.

As with fresh flowers, customers are responsible for the cost of returning dried flower arrangements.

To start a return, email hello@mud-urbanflowers.com. Once your return is accepted, we will send you full instructions on how to proceed.

Order Changes

If you wish to change your order (for example, the delivery date or address), please contact us at least 12 hours before the scheduled delivery date.

To request a change, email hello@mud-urbanflowers.com with URGENT in the subject line, and include:

• Your order number
• The correct delivery address
• Recipient’s full name
• Flat number or business name (if applicable)

Cancellation

You may cancel your order, but we kindly ask that you provide at least 48 hours’ notice prior to the delivery date.

If you request a refund, please note that a 2% card processing fee will be deducted from the total amount refunded.

Seasonal Orders (Christmas, Valentine’s Day, and Mother’s Day)

For orders scheduled for delivery on or around Christmas, Valentine’s Day or Mother’s Day, we require a minimum of 10 days’ notice to issue a full refund.

Cancellations made with less than 10 days’ notice for these seasonal dates are non-refundable.

Damages and Issues Policy

Please inspect your order upon receipt and contact us immediately if your item is damaged, defective, or incorrect. This allows us to assess the issue promptly and take the necessary steps to resolve it.

To report a problem, please email hello@mud-urbanflowers.com with your order number and a clear description (including photos, if possible) of the issue.

We’re committed to making it right.