Policy

All products are subject to availability. In the event of any supply limitations such as seasonal changes, inventory shortages, or if certain flowers and materials do not meet our quality standards, we reserve the right, at our sole discretion, to substitute any item with an alternative of similar style, equivalent or greater value, and quality, without prior notice. This may include flowers, wrapping papers, vases, or other decorative elements used in the arrangement. Rest assured, any substitutions made will maintain the overall aesthetic, theme, and value of your order. Our priority is to ensure that your gift remains as beautiful and meaningful as intended, even if adjustments are necessary.

At White On White, we take pride in the quality of our flowers and service. If there’s an issue with your order, we’re here to help but you must contact us within 24 hours of delivery. Please provide clear photos that show the problem so we can properly assess the situation. Refunds or replacements are only considered when we are clearly at fault. This includes cases where the wrong item was sent, the bouquet arrived significantly damaged, the flowers were in poor condition (such as wilted beyond recovery or mouldy), or the order was not delivered due to our mistake. However, we do not offer refunds for change of mind, personal taste, or situations outside of our control. This includes issues caused by extreme weather, incorrect delivery details provided by the customer, the recipient not being available at the time of delivery, or when the flowers have been left at a drop-off point as instructed. Once we receive your report and supporting photos, our team will investigate and respond within 24 to 48 hours. If we are found responsible, we will offer either a full refund (if the order is unusable or undelivered), a partial refund of up to 50% (if the issue affects only part of the order), or a replacement product, depending on the situation. Refunds will be processed to your original payment method WITHIN 10 WORKING DAYS, depending on your bank. Please note that refund requests submitted after 24 hours from the time of delivery will not be entertained, as we are unable to verify the condition of the flowers beyond this window. We appreciate your understanding and cooperation, and we’re committed to making things right whenever possible.

By using this website, you consent to the collection and use of your personal information by us. The information you provide is used solely for order processing, delivery, and record-keeping purposes. We are committed to protecting your privacy and will not disclose your information to any third party without your prior consent, unless required by law. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.