Refund policy
We want you to love your Florwick keepsake. Please read our refund and return policy below before placing your order.
Personalized & Custom-Made Items
Because every Florwick piece is handmade to order and personalized with the names and details you provide, we are unable to accept returns or exchanges for reasons such as change of mind, ordering the wrong size/style, or entering incorrect names/spelling at checkout.
Please carefully review all personalization details (names, spelling, style options) before completing your order, as production begins shortly after purchase.
Order Cancellations & Changes
If you need to cancel your order or change the personalization details, please contact us at support@florwick.com as soon as possible. We can only accommodate changes or cancellations if your order has not yet entered production. Once production has begun, we are unable to modify, cancel, or refund the order.
Damaged, Defective, or Incorrect Items
We stand behind the quality of our products. If your item arrives:
- Damaged during shipping,
- With a manufacturing defect, or
- Different from what you ordered (e.g., wrong names engraved due to our error),
please contact us at support@florwick.com within 7 days of delivery, including:
- Your order number
- A description of the issue
- Clear photos of the item (and packaging, if damage occurred during shipping)
Once verified, we will offer one of the following at no additional cost to you:
- A free replacement, or
- A full refund to your original payment method
Missing or Lost Packages
If tracking shows your order as delivered but you have not received it, or if your order has not arrived within the estimated delivery window, please contact us at support@florwick.com within 7 days of the delivery date (or expected delivery date) so we can investigate with the carrier and assist you.
How Refunds Are Processed
Approved refunds will be issued to your original payment method within 5–10 business days, depending on your bank or payment provider's processing time. You will receive an email confirmation once your refund has been issued.
Non-Refundable Items
- Gift-wrapping fees (Make It Gift-Ready add-on) are non-refundable once the order has entered production, unless the overall order qualifies for a refund under the terms above.
- Shipping fees are non-refundable except in cases where we made an error or the item was damaged/defective.
How to Start a Refund or Replacement Request
To request a refund, replacement, or report an issue with your order, please email us at:
Include your order number and photos where applicable — this helps us resolve your request as quickly as possible.
Contact Us
Email: support@florwick.com Address: 611 South Dupont Highway, Dover, DE 19901, United States Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (EST). We typically respond within 1 business day.