Refund Policy for Flowers & Plants
All fresh flower arrangements and bouquets are non-refundable. Refunds for plants are on a case by case determination. If you are unsatisfied with your arrangement or plant, please contact us within 24 hours so that we can work with you to understand the issue. Refunds for plants and hard goods are credited back to the credit card that was originally charged within seven business days of purchase. Plant refunds/returns must be within 7 days from purchase.
Delivery Policy
We deliver throughout the Hudson Valley five days a week. We must receive your order by 12 pm for same-day delivery. In the event we are unable to reach your recipient, we will not leave the order due to weather conditions unless we have specific instructions from you, the sender, to do so. We make every attempt to contact the recipient by phone and then attempt delivery. If the recipient is not reachable we will leave a door tag with messaging letting them know we have a delivery for them and to contact us at their earliest convenience to arrange a pick-up or to schedule another delivery attempt. Any subsequent delivery beyond the second attempt will require an additional delivery fee. We do our best to accommodate specific deliveries at specific times of the day, but cannot guarantee it.
Substitution Policy
Substitutions may be necessary to create the purchased bouquet due to the availability of certain flowers in various parts of the country and season. Care is taken to maintain the style, theme and color scheme of the arrangement, using flowers of equal value.
Refund & Exchange Policy for our Retail Shop
We want you to love what you bring home from wilbir. If something isn't right, we're happy to help.
What's covered: This policy applies to gifts, home goods, and other retail merchandise sold in our shop and online.
Return window: Eligible retail items may be returned within 30 days of the purchase date for store credit or an exchange. We do not offer cash or original-payment refunds.
Condition requirements: Items must be in their original condition with all tags and packaging intact. Items that are damaged, worn, or missing packaging are not eligible for return.
Proof of purchase: A receipt or order confirmation is required for all returns and exchanges.
Final sale items: Any items marked "final sale" or purchased at clearance or sale pricing are not eligible for return or exchange.
Gift cards: Gift cards are non-refundable and not eligible for return.
How to return an item:
In-store: Bring the item and your receipt to wilbir within 30 days of purchase.
By mail: Contact us at hello@wilbir.com to receive return instructions. Return shipping costs are the customer's responsibility, unless the item arrived damaged or incorrect.
Damaged or incorrect items: If you received a damaged or incorrect item, please contact us at hello@wilbir.com within 7 days of delivery so we can make it right at no cost to you.