You are paying from thousands of miles away for something you will never see. These are the terms that protect you if it goes wrong.
Last updated 28 October 2026
Cancel up to 24 hours before the delivery date and you get a full refund, no questions asked. Inside that window the gift is usually already assembled, so we may keep the cost of perishable items — we will tell you the exact amount before we process anything.
If the gift never arrives, arrives damaged, or is materially not what you ordered, tell us within 7 days of the delivery date. We will re-deliver at our cost or refund you in full — your choice.
Every delivery is photographed on handover. That photo is the evidence for both of us, and you get a copy by email whether or not anything goes wrong.
Nothing on this site is held in stock. Every gift is bought and put together in Kathmandu on the morning it goes out, so unless a product page says otherwise its photograph is an illustration — the exact arrangement, brands and packaging will differ from the picture.
What we commit to is the itemised list on the product page, under “What's in the box”, and the choices you made when you added it — a cake's flavour, for example.
Normal variations we make without asking. Flowers are seasonal and Kathmandu's florists carry what they carry, so the exact varieties and shades within the arrangement you chose can vary — a “bouquet of seasonal flowers” may be more lilies one week and more gerberas the next, and a “pink” arrangement may lean rose or blush. Packaging, trays, ribbon and tissue vary with what is in the shops. And where the list names a type rather than a brand — “a box of chocolates”, “a tin of Nepali tea” — we may use a different brand of the same type and quality.
Anything that matters, we ask first. If we can't get an item that is named on the list, a cake flavour you chose, or a specific ingredient, colour, material or brand that is the point of the gift — red roses for an anniversary, real silver, the sweets she always asks for — we message you by WhatsApp or email before we change anything, with a photo of the alternative where we can.
If you say no, or we can't reach you. If you decline the alternative, or we have no answer within 12 hours of asking (or before the delivery slot, if that comes sooner), we leave that item out and refund its price. If the missing item is the whole point of the gift — the cake in a cake-and-flowers order, say — we still deliver the rest so nobody is left with nothing on the day, and we refund the order in full.
None of this replaces the 7-day promise above. If what arrives isn't what we agreed with you — including an alternative you approved — that is a problem with the delivery, and it is handled exactly the same way.
If the address or phone number you gave us is wrong and the recipient cannot be found after we have called both of you, we cannot refund the delivery. We will always contact you before giving up.
The normal variations described under “Substitutions” — flower varieties and shades within the arrangement, packaging, or a same-quality brand of an unbranded item — are not on their own grounds for a refund. Anything beyond those, we will have asked you about first.
Back the way you paid. For a card payment that means Stripe returning it to the same card — bank timings vary, but it is usually visible within five to ten working days. If you arranged payment with us another way, the refund goes back down the same route.
To start any of this, contact us through the help page with your order reference.
Earliest delivery tomorrow, Saturday 31 October, in Kathmandu Valley. It's past 2pm in Nepal, so preparation starts tomorrow morning.
Pokhara from Sun 1 Nov; Biratnagar and Chitwan from Mon 2 Nov.
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