How do I get a refund if my flowers arrive damaged?

To request a refund for flowers that arrive damaged, photograph the bouquet and packaging, keep your order details, and contact the seller promptly with a clear description of the damage. Explain whether you want a full or partial refund and ask what information is needed to assess your request. A refund is not automatic: the outcome depends on the circumstances and the applicable terms.

If you ordered from Turboflora for someone in Russia, gather the recipient’s photos before asking them to rearrange the bouquet. You can contact a manager on WhatsApp to explain the issue and discuss your request. When you are abroad, a few clear photographs and a short account of what happened help you report the problem without making the recipient handle a lengthy conversation.

Photograph the damage before changing the bouquet

Start with one photograph of the whole bouquet, then take close-ups of the affected flowers. Show broken stems, crushed flower heads, detached blooms or visibly deteriorated petals clearly. Use ordinary daylight if possible and avoid filters: the aim is to show the condition accurately, including any flowers that appear healthy.

Photograph the wrapping and any visible signs of crushing, leaking or displacement. Keep the packaging until you have asked whether further pictures are needed. If water has spilled or a container has tipped, describe what the recipient actually found; do not assume where or how the problem occurred if nobody witnessed it.

Note when the flowers arrived and when the photos were taken. If you are the sender, ask the recipient for the original images so details remain visible when you forward them. A short video can help show a snapped stem or an unstable arrangement, but clear photographs are a sensible starting point and are easier to review.

Describe the condition precisely, including what is still usable

Separate physical damage from the normal appearance of the flowers. Some roses have outer guard petals that look less smooth than the petals beneath them, while some varieties naturally have curved stems. Neither observation alone establishes a fault. More useful details include a stem broken through, several crushed heads or petals that are visibly decaying.

If the bouquet looks wilted, say which flowers are affected and whether the stems are intact. Drooping can have different causes, and a photograph may not establish whether a flower will recover. Avoid describing every soft stem as broken or every darker petal edge as rot; report what you can see and let the manager assess the images.

Count affected stems if you can do so without pulling the arrangement apart. For example, “Three flower heads are crushed and two stems have snapped; the remaining flowers look intact” is more informative than “The bouquet is ruined.” Also explain if the damage prevents the bouquet from standing in its vase or being presented as intended.

Bouquets we can deliver

Bouquet of 1 yellow sunflowers

$13

Bouquet of 1 white lilies

$19

Bouquet of 1 pink lilies

$19

Bouquet of 3 gerberas mix

$21

Send a refund request that is easy to assess

Put the essential information into one message: your order reference, delivery date, the problem you observed and the outcome you are requesting. Attach the photographs alongside it. If the recipient reported the damage to you later, distinguish the delivery time from the time you learned about it instead of presenting them as the same event.

You could write: “I am contacting you about order [reference], delivered on [date]. The recipient found [specific damage] when the flowers arrived. I have attached photographs taken at [time]. I would like to request [a full/a partial] refund. Please confirm receipt and tell me what further information you need to review the request.”

Choose the request that reflects the problem. If a few stems are damaged but much of the bouquet remains usable, you can ask whether a partial refund is appropriate. If extensive damage makes the arrangement unusable, explain that when requesting a full refund. These are requests for assessment, not guaranteed outcomes or a published Turboflora refund policy.

Ask for a written explanation of the proposed resolution and any next steps. If you discuss the matter by phone, a brief follow-up message helps keep the details clear. Our guide to reporting a damaged bouquet offers further reading, but any decision about your order needs to address its particular circumstances.

Care for the flowers while your request is being reviewed

Once you have photographed the condition, give a hand-tied bouquet basic care rather than leaving it dry while waiting for a reply. Use a clean vase and fresh water, remove leaves that would sit below the waterline, and recut intact stems with a clean, sharp tool. Follow any care instructions supplied with the flowers.

Keep the bouquet away from direct sunlight, heaters and ripening fruit. For an arrangement fixed into a container, avoid dismantling it simply to inspect the stems; photograph what is visible and ask for care guidance. Record any significant change after watering, including flowers that recover and those that remain limp or damaged.

A snapped stem cannot be repaired by watering, although an undamaged flower head on a shorter stem may still be displayed in a small vase. Intact drooping roses may respond to hydration, depending on their condition. See our guide to roses with bent necks for care advice, and document the original problem before trying recovery steps.

Handle the complaint thoughtfully when the flowers are a gift

For a birthday, condolence message or other personal occasion, the recipient may feel awkward telling you that the flowers arrived damaged. Ask for a few factual photos and reassure them that you will handle the conversation. You do not need to make them judge the bouquet’s value or negotiate a resolution on your behalf.

Tell the manager if timing affects what would be useful now. Flowers intended for a gathering may no longer serve that purpose after the event, even if some stems remain usable. Explain the date and the practical effect of the damage without assuming that a missed occasion automatically creates a particular refund entitlement.

If a replacement is suggested, decide whether the recipient would welcome another delivery and ask for the proposed timing before agreeing. If you prefer a refund, state that clearly and ask how your request will be considered. Keep any agreement in writing, including whether it concerns the whole order or only a specified part.

Clarify delivery details for an order to Russia

Turboflora delivers flowers across Russia. For a future order, a manager can help you choose a bouquet, agree the address, delivery time and free card text, and arrange a photo of the bouquet before delivery. That photo can help you understand the intended arrangement, though it does not establish its condition on arrival.

Express delivery in large cities is available 1–2 hours after the order is confirmed. You can also arrange delivery at an exact time within a tolerance of 30 minutes, choose a window of 09–12, 12–15, 15–18 or 18–21, or pre-order 1–30 days ahead. Choose a time when the recipient is likely to be available to receive and water the flowers.

The courier calls the recipient about 15 minutes before arrival. If the recipient is absent, we agree a second delivery that day or handing the flowers to a neighbour or concierge with the sender’s consent. Delivery is anonymous by default: the courier does not name the sender. When reporting damage, mention who received the bouquet and what they observed.

City delivery costs 500 RUB; the operator confirms the price for remote districts and suburbs when confirming the order. Online checkout uses CloudPayments, so check the payment options displayed there rather than assuming a foreign card will be accepted. For an existing refund request, ask how an approved refund would be processed; see delivery and payment for ordering information.