Fresh when they are handed over, or we make it right

Every fresh arrangement is built on the morning it travels, from stems bought that week at the Dangwa market and conditioned in cool water at the studio first.

When the rider hands it over it should be:

• Firm and unbruised, with no browning at the petal edges and no broken necks.
• At the stage of opening shown on the product page — not blown open, and not so tight it will never open.
• The stem count the name promises. A 24-rose bouquet has twenty-four roses in it.
• Wrapped, ribboned and carded as it is pictured, with your message written out by hand.

In an air-conditioned room, with the water changed every two days:

• Chrysanthemums and carnations — seven days or more, and usually the last thing standing.
• Roses — five to seven days.
• Eustoma and alstroemeria — five to seven days, and they keep opening buds as they go.
• Gerberas and sunflowers — four to six days.
• Tulips — three to five days, and they will keep growing and bending towards the light, which is the flower behaving normally.
• Hydrangea and lilies — four to six days.

In a room with no air conditioning in April or May, take two or three days off every one of those numbers. That is Manila, not a fault in the flowers — and the flower care guide is mostly about getting those days back.

Email inquiries@bloomspointph.com within 24 hours of delivery with the order number and a photograph of the arrangement as it arrived. A phone photo in ordinary light is all we need.

If it arrived damaged, wilted, short of what the product page listed, or in a state we would not have sent it in, you choose:

• A replacement arrangement on the next window we can make, to the same address or a different one.
• A full refund of the arrangement to the payment method you used.
• A credit against a future order, if a replacement has missed the moment it was for.

You do not send the flowers back. They are yours, they will not survive the journey, and asking for them would be a way of making the claim not worth the trouble.

Four things, and we would rather you read them here than hear them from us afterwards.

• Flowers that spent hours in a parked car, in direct sun, or outside after the rider handed them over. Heat does in two hours what a week does in a cool room.
• Normal opening and normal ageing. Eustoma and tulips arrive with buds deliberately closed and open over the following days; lilies open one bloom at a time. That is the arrangement working.
• A stem changed under the substitution policy, where the size, the colour and the value were kept. That policy is the place to raise it, and it has its own remedy.
• A claim brought more than 24 hours after delivery is outside this no-questions-asked guarantee, because by then neither of us can tell from a photograph what happened to the flowers. It is not outside your rights: our Return and Refund Policy explains what still applies and how to raise it, and we will still consider a late report.

Preserved and dried arrangements do not wilt, so the freshness window works differently: they are covered against arriving crushed, shedding or damaged, on the same photograph-within-a-day basis. They will fade slowly in direct sunlight over months, which is the material behaving as it should rather than a fault.

Balloons are covered against arriving deflated or split. Gourmet boxes, chocolates and fruit baskets are covered against arriving damaged or past their date; fruit is chosen ripe for the day it is delivered, so it is meant to be eaten that week.