Refund Policy

We will replace an item that was returned to us provided that the recipient informed us within 48 hours of receipt of the goods through email or call for any of the following reasons:

1.     Incorrect Item

2.     Damaged and Defective Items

3.     Unmet Product Specifications

We will deliver the said replacement two days after the date of the complaint, as long as it has a valid reason. We do not accept refund or cancellation of transactions once the item has been processed and delivered.

Cancellation Policy:

For outside Metro Manila delivery, it is strictly advised to call or email us first before placing your order so that we can check whether the recipient's address is deliverable. If the customer fails to do so and the address is not covered by our delivery service, the customer will only get a 70% refund from the total amount paid.

You may cancel your order three days prior to the delivery date. You must send us a request for cancellation through email at Orders cannot be cancelled once they have been designed and are on delivery, or if the delivery has been attempted and cannot be completed as the recipient is unavailable. Orders that are placed with incorrect information (i.e. wrong address) that prevents direct delivery cannot be cancelled or refunded.

Ipay 88: less 8% service fee / within 7 working days

PayPal: less 8% / within 5 working days

Substitution Policy:

Citiflora will make every attempt to fulfill the order as requested. However, due to the nature, seasonality and regional availability of the flowers, it is sometimes necessary to make substitutions of equal or greater value. As well, if a specific container or other items are not available, we will make a replacement of equal or greater value. We will make every effort to maintain the "look and feel" of the specific arrangement by the overall shape, size, style and color combinations. If an order is for a single type of flower color substitutions will be made only, for example, if white carnations are not available a substitution of another color of carnations will be made automatically or if the strawberry in fruit basket is not available we will replace it with other fruit of same or greater value. 

Re-Delivery Policy:

If either the recipient was not available and/or no authorized or reliable person was available to accept the order, it will be returned to our office and we will notify you by email or call. If we cannot reach you, we will wait for your reply so that we can reschedule the delivery of the items on the following day, but you must first settle the payment for the shipping cost before we re-deliver your order. Same policy applies for incorrect or incomplete address.

For perishable items (flowers, food, cake etc.) if you want us to deliver a new and fresh item you must pay again the total amount of your order but if not we will re-deliver the same item we first attempted to deliver.


Non-Delivery Policy:

We will issue a refund of your total payment if we were not able to deliver your order because of the following reasons: 

1.      No door-to-door delivery services in the area and you are not agreeable to having your recipient pick up the product at the nearest branch of our courier for Provincial Delivery. 

2.      Funeral Delivery to provincial areas that are out of our delivery service's reach.

3.      If it is determined that we did not make the delivery attempt even when the address is correct, the recipient or item is available, and the order was placed before our cut-off time or when there is a door-to-door delivery service in the area.