Exchange and Return Policy
There are two types of substitution of the items you have ordered that can be involved in your order with Kievdelivery. It happens very seldom in our practice but still happens, so we want to let you know how we deal with such cases.
First type is if you ordered some bouquet of flowers or gifts or any item on the web-site and they are out of stock or not available due to some reasons. Most often it happens with the flowers like tulips or irises and other flowers which are very dependable on the season and import operations. Also, since we operate all around Ukraine and do delivery in most of the cities and towns in Ukraine, it is entirely possible that some flowers are not available there, so we will contact you. It is critical that you provide us with your valid email address when making the order.
The policy is simple – we shall contact you at once to inform you about the situation and will propose you a solution. If it is about the flowers -our florists suggest the flowers or stems of the same color, size and quality, so the flowers arrangement will look much the same as the one you have seen on the picture when ordering. But of course, if it does not suit you, and you want the exact flowers to be delivered and we cannot find them – we shall make you full refund at once. As for gifts, food baskets, electronics – in case of substitution we always propose more expensive items to be delivered with no additional costs for you. Yes, it is true.
Second type is when during the delivery, exactly in the process of receiving; the recipient expresses her or his complaint about the flowers or delivered items. We do the substitution with no problems and no further discussions – just arrange new date and time for the delivery. It has never happened in our business, but we have created this procedure just in case.
Though at the same time, it happens that in 2-3 days after the actual delivery, the recipient expresses incomplete satisfaction with flowers delivered. We do try to remove the case, but since no complaints were expressed when getting the flowers – we do not do the substitution. Well, frankly speaking, there were a couple of cases and we did substitution against our policy, they were was exceptional cases/ But please understand, sometimes roses can die in 10 minutes if left without water near the heater after the delivery was made and recipient just forgot to follow simple flowers guide and flowers care practice.
Our policy is simple in the case of complaint of the quality of the item delivered – we just exchange it for the best one at once. Though there are some exceptions.
Cakes, foods, alcohol – we do no substitutions, replacements or exchanges.
Toys and perfumes - we do no changes, substitutions or exchanges.
Electronics – item can be replaced if the owner follows the guarantees and replacement policies of the producer (keep the original packing, no intruding into system, not more than 5 minutes of calls from the phone, etc.)
If you have questions or concerns about this issue, please do not hesitate to contact us anytime. We shall answer any of your questions, and we are always open for dialog and we are here to serve you in the best way we can.
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