Returns & damaged arrivals

Made-to-order arrangements

Every JOIA arrangement is made to order. We do not accept returns or exchanges for changes of mind on customized arrangements. Cancellation requests follow the policy below.

Cancellations

To cancel an order, email hey@joiafloral.com with your order number. If we receive your request before preparation starts, we will cancel your order without a fee and refund any payment.

We review cancellation requests received after preparation starts case by case and cannot guarantee cancellation.

Damaged or incorrect orders

Please email hey@joiafloral.com within 72 hours of receiving your order. Include your order number and clear photos of the arrangement, damage, shipping box, and packaging.

An unboxing video can help document the condition on arrival, but is not required. Keep the packaging while we review your request.

For confirmed damage or an incorrect order, we will work with you to arrange an appropriate replacement or refund. Please contact us before returning anything.

Handmade variations

Small variations in flower placement and seasonal varieties are normal. Damage or a materially different order is not considered normal variation.

This policy does not limit any rights you may have under applicable law.