In short: fresh flowers can’t be returned, but if your order arrives damaged, wilted or incorrect, send us a photo within 24 hours of delivery and we’ll replace it free of charge or refund you in full.
At NancyLem Florist, operated by NancyLem LLC, we want every delivery to be right. Because flowers and plants are perishable, we cannot accept physical returns — but if something isn’t right, we will replace your order or refund you as described below.
1. Replacement for damaged, wilted or incorrect deliveries
If your order arrives damaged, crushed, wilted, or noticeably different from what you ordered:
- Contact us within 24 hours of delivery at contact@nancylemflorist.com or (567) 333-1563, with your order number and a photo of the flowers as received.
- We will, at your choice, redeliver a fresh replacement at no charge (usually within one delivery day) or issue a full refund of the affected items and delivery fee.
- You do not need to return the damaged flowers.
2. 7-day freshness guarantee
Fresh-cut flowers are guaranteed to last at least 7 days from delivery when cared for as described on the included care card (trim stems, change water every two days, keep away from heat and ripening fruit). If they don’t, send us a photo within 7 days of delivery and we will send a replacement or issue a refund or store credit. Potted plants are guaranteed for 30 days; dried and preserved arrangements are guaranteed to arrive intact.
3. Late or missed deliveries
If we miss the delivery date you selected for reasons within our control, we will refund the delivery fee and, if the occasion has passed and you no longer want the flowers, refund the full order.
4. Substitutions
Flowers are seasonal. We may substitute stems, colors or containers of equal or greater value while keeping the style and palette of your arrangement. Substitutions of this kind are not grounds for a refund; if a key flower is unavailable we will contact you first and you may cancel for a full refund.
5. Cancellations and changes
- More than 24 hours before the delivery date: cancel for a full refund, or change the date, address or card message free of charge.
- Within 24 hours of the delivery date: your flowers may already be purchased and designed. We will offer a full store credit or, where the order has not yet been prepared, a refund.
- Weddings and events: governed by the deposit and cancellation terms in your signed proposal.
6. How refunds are issued
- Refunds go back to the original payment method through our payment processor, Stripe.
- We issue approved refunds within 2 business days; your bank may take 5–10 business days to post them.
- Store credits do not expire and can be used on any future order.
7. Non-refundable situations
- Delivery failed because of an incorrect address or phone number provided at checkout, or the recipient refused delivery.
- Flowers left as instructed (for example, at a front desk) and later mishandled by a third party.
- Damage reports made more than 24 hours after delivery, and freshness claims made more than 7 days after delivery (30 days for plants).
Contact us
NancyLem LLC · 30 N Gould St Ste N, Sheridan, WY 82801, USA
Email contact@nancylemflorist.com · Phone (567) 333-1563
See also our Shipping & Delivery Policy and Terms of Service.