Returns, Refunds & Claims

Kataleia ships fresh-cut flowers that are cut to order at our partner farms in Ecuador and Colombia and moved to your door on a continuous cold chain. Because these are perishable goods, they cannot be returned or restocked the way dry goods can. Instead, we stand behind every box with a freshness and quality claim process: inspect your shipment on arrival, document any issue, and we resolve it quickly with a refund or replacement.

Why flowers can't be "returned"

Fresh-cut stems have a limited vase life and degrade out of cold chain. Shipping flowers back would ruin them and tell us nothing about their condition on the day they reached you. So Kataleia does not accept physical returns. If something is wrong with your order, you file a claim and we make it right. See our freshness guarantee for the standards every box is held to.

Inspect your shipment on arrival

Open and check your boxes as soon as they arrive. Look at stem count, head condition, stem length and overall freshness against what you ordered. Catching issues early protects the stems you can still use and lets us resolve a claim before your event timeline is at risk.

What qualifies for a claim

• Damaged: crushed heads, broken stems, freeze or heat damage, or product that arrived clearly out of condition.
• Short: fewer bunches or stems than your order confirmed (bunches are 25 stems).
• Off-spec: wrong variety, wrong color, or stem length materially different from what was listed.

Normal trade variation, expected open-on-arrival of fresh roses, and stems that simply need rehydration after transit are part of working with farm-direct fresh cut and are not defects.

How to file a claim

Email claims@kataleia.com within 24 hours of delivery. Photos taken after that window make it hard to assess condition on arrival, so please don't wait. Include:

• Your order number.
• Photos of the affected stems and, where relevant, the box and packaging.
• A short description of the problem and the quantity affected.

Resolution and timelines

Once we have your photos and details, we review the claim and respond with a resolution. Approved claims are settled by refund or by replacement on your next shipment — your choice where both are possible. There is no lengthy claims process. Claims are reviewed during business hours, Monday to Friday, 8am to 6pm ET, and we aim to confirm next steps promptly after your email lands within the 24-hour window.

Cancellations and changes

Because stems are cut to order at the farm, cancellations and order changes must reach us before the weekly cutoff: Thursday 9 PM ET. Up to that point, email orders@kataleia.com with your order number and the change you need. After cutoff, your stems are cut Friday and it may no longer be possible to cancel or modify the order.

Questions about a damaged or short shipment? Email claims@kataleia.com within 24 hours of delivery. For order changes or cancellations before cutoff, contact orders@kataleia.com.