Return & Refund Policy

Your satisfaction is our priority. Please read our policy carefully before submitting a request.

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Overview

At Al Afrah, we take great pride in the quality of our chocolates, flowers, and gourmet gifts. Due to the perishable nature of our products, we have specific guidelines for returns and refunds. Please review the following carefully.

      ⏱ All return and refund requests must be submitted within the timeframes stated below. Requests submitted after these windows cannot be accepted.
    

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Request Timeframes

Flowers & floral arrangements: Contact us within 2 hours of receiving your order
Chocolates & gourmet treats: Contact us within 12 hours of receiving your order
Custom & personalised orders: Cannot be returned unless damaged or incorrect

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Eligibility

✓ Eligible for Refund

Item arrived damaged
Wrong product delivered
Significantly different from description
Poor condition on arrival
Missing items from order

✗ Not Eligible

Change of mind
Incorrect address provided
Recipient was unavailable
Request after stated timeframe
Custom or personalised orders
Partially consumed products

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How We Resolve Issues

Once your request is reviewed and approved, we will offer one of the following resolutions:

Replacement: A new order delivered at the earliest available slot at no extra charge
Full refund: Refunded to your original payment method within 5–7 business days
Store credit: Added to your account for use on a future order

      📸 To speed up your request, please send clear photos of the product and your delivery note via WhatsApp or through the form below.
    

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Order Cancellations

Ready-made orders can be cancelled within 1 hour of placing the order
Custom orders can be cancelled within 2 hours of confirmation, before production begins
Orders already dispatched or in preparation cannot be cancelled
For urgent cancellation requests, contact us immediately on WhatsApp

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Delivery-Related Issues

Al Afrah is not responsible for failed deliveries due to incorrect or incomplete address information provided by the customer
If a re-delivery is required due to customer error, an additional delivery fee will apply
If the recipient is unavailable at the agreed delivery time, we will follow the instructions provided with the order