Cancellation Policy

To cancel an order, please contact us at least 24 hours before the delivery date.  You can message us on Whatsapp on +971 55 570 4828 or email sales@rowenacoelhogiftsandflowers.com. Refunds will only be issued when orders are cancelled more than 24 hours before the delivery and any cancellation later than that is ineligible for the same.

Cancellation requests that are submitted within the specified time will receive a full refund, minus a 5% transaction fee. This refund amount will be credited to the original mode of payment within 2 weeks.

Same-day orders cannot be cancelled since we process and dispatch them immediately.

If a duplicate order has been placed due to customer error, assuming that there have been no technical issues during payment processing, please alert our customer service team via a WhatsApp message on  +971 55 570 4828 or email sales@rowenacoelhogiftsandflowers.com within 1 hour of the order placement.

Refund and Replacement Policy

We take every precaution to ensure our arrangements delight our customers but since we work with highly perishable products, we cannot allow returns or exchanges. In the rare occurrence that you’re dissatisfied with the bouquet you receive, please reach out to our customer service staff that is trained to address your concerns and resolve the issue on the spot.

Complaints regarding the quality of the product delivered should be sent within 1 hour of delivery to our customer service team via a WhatsApp message on +971 55 570 4828 or email sales@rowenacoelhogiftsandflowers.com along with photographs and order details. If the claim is valid, a replacement will be dispatched upon payment of a nominal delivery charge.

We offer no refund or replacement for any situation arising from customer error since this is beyond the control of Rowena Coelho Gifts And Flowers L.L.C. This includes, but is not limited to: refusal of the receiver to receive the item, incorrect information provided by the customer, and recipient being out of town.

Replacements will be sent out in the next delivery slot if the replacement request has been approved before 7pm. Any replacements that are approved after 7pm will be sent out on the next day.

A refund will only be issued if the request to cancel an order has been approved by our team. Please refer to Cancellation Policy for more details. For any clarification, WhatsApp message our team on +971 55 570 4828 or email sales@rowenacoelhogiftsandflowers.com.

If a delivery was attempted but the receiver was either not responsive, unavailable to receive the gift, or postpones the delivery, the same product can be re-delivered the following day with an additional charge of AED 30 for deliveries within Dubai and Sharjah  or AED 65 for the rest of the UAE. Please note that this is not a replacement, and the same item will be sent in its current condition. If the condition is found to be unsatisfactory, the sender would have to re-purchase the items, and delivery will take place only in the next available time-slot after the recipient has confirmed their availability.

If there is no response from the receiver during delivery, the sender will be contacted. If there is no response from the sender, the order will be returned to our retail location. The sender needs to contact us within 24 hours from the time of the attempted delivery to schedule another slot to reattempt the delivery. If they fail to do so, the order will be cancelled and no refund can be issued for the same.