COMPANY POLICY

Please read and appreciate our company policies that will help to keep us all above board when enjoying the Heliconia brand, products and services.

Our policy lasts 30 days. (Exclude Fresh Flowers Arrangements)

If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

Within 30 days of the original purchase date, we are happy to accept returns or process exchanges provided that the item is unused and in the same condition that you received it. It must also be in the original packaging. Please note that “final sale” and “as is” items are excluded.

To complete your return or exchange, we require a receipt or proof of purchase. 

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Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify concerning the disposition of your claim. Approved refunds will be credited to the account associated with original form of payment.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@heliconiabangkok.com and send your item to: 1 Soi Charoenkrung 38, Bangrak, Bangkok 10500, Thailand.

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We take great pride in the integrity and quality of our work at Heliconia Bangkok, and would like for you to enjoy our beautiful arrangements as much as we do. If for any reason you are not completely satisfied with the arrangement you have received, please contact us within 24 hours of delivery so we might have the opportunity to resolve the issue. Should you have any questions regarding the care of your arrangement or plant, please contact us at the shop during our business hours; we would be more than happy to assist you. 

Heliconia Bangkok strives to make sending flowers fast, simple, and worry free by providing the best customer service available. It is our belief, as a professional flower shop, we understand and appreciate the concerns of our customers. We have established this return/refund policy to provide our customers with a complete understanding of how replacement orders or refunds are processed:

Your satisfaction is our top priority. If for any reason you, or the recipient of your gift, is not completely satisfied with any of our products, please contact us promptly, and we will be glad to provide an appropriate adjustment, replacement, or refund, depending on the particular situation.

Please keep in mind, however, we cannot be responsible for circumstances beyond our control. For example, some floral deliveries can be delayed due to incomplete or incorrect delivery information, no one being available to accept a package when we first deliver, a patient being discharged from a hospital, server storm conditions, or other unforeseen factors. In such cases, we always do our best to reschedule delivery as soon as possible and contact the sender or recipient as needed. Of course, your assistance in providing complete and accurate delivery information, including the recipient's phone number, is very important, too.

Please also keep in mind flowers, plants, fruit, and some gourmet items are perishable gifts. Proper care is required. It is the responsibility of the recipient to follow any care instructions provided. Refunds and replacements may not be possible after an item's useful life. So, in the case of any unexpected problem, please contact us within 24 hours of delivery.

If you want to make a formal complaint in regards to the quality of flowers received please provide us with the details listed below within 24 hours of delivery and we will be glad to provide an appropriate adjustment, replacement, or refund, depending on the particular situation.

Please provide:

- Order number

- Picture of shipping box

- Picture of flowers*

   

*Please note that the ''zoom in'' pictures won't be accepted. Please provide clear picture of the whole bouquet, flower box or flower arrangement.

Heliconia Bangkok endeavours to dispatch all flowers in perfect condition. It is unlikely that your flowers will be damaged in transit, but if they are, please keep them and contact the Heliconia Bangkok within 24 hours of receiving them. Heliconia Bangkok cannot be liable for claims reported after 24 hours of receipt. Heliconia Bangkok reserves the right to reject any order that we deem questionable, possibly fraudulent, or for which customer payment information cannot be verified with the appropriate credit card issuer.

We strive to fill each order as closely as possible, so please be as specific as possible with your orders. If a container, certain flowers, or other items are unavailable, reasonable substitutions may be made in order to expedite delivery of a similar gift of equal or greater value.

Our gifts are individually made and delivered. So, while orders may be cancelled upon request with reasonable notice, cancellations may not be possible in some cases when items are already en route. If a recipient refuses to accept a delivery for some reason and/or an item needs to be redelivered to an alternate delivery address, a reasonable delivery charge may apply.

Should you order multiple items unintentionally or submit a duplicate order in error, please contact us during our business hours, so we can facilitate any necessary changes. While we review each order and make every effort to confirm details if questions arise, we can not be responsible for customer order submission errors unless we receive timely notification.

If any payment is returned to Heliconia Bangkok as Non-Sufficient Fund, reversed, unpaid, uncleared or otherwise not properly funded, Heliconia Bangkok reserves the right to contact the recipient to arrange for the prompt return of the items delivered.

To return your product, you should mail your product to: 1 Soi Charoenkrung 38, Bangrak, Bangkok 10500, Thailand


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are entitled to receive a product in exchange, we will send the replacement product to you free of charge.
For returns, we recommend using a trackable shipping service or purchasing shipping insurance. We are unable to guarantee our receipt of your returned item as that is beyond our control

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Call us on: +66 2233 8300

© 2020 Heliconia Bangkok Co., Ltd.