1. The sotie guarantee
Every order ships with our sotie quality promise: 100% fresh on arrival. If anything isn't right — wilted stems, the wrong cake, a missing card, a phulkari with a torn seam — WhatsApp us a photo within 2 hours of delivery and we'll replace the arrangement or refund in full. No back-and-forth.
2. What's eligible for return
- Flowers that arrived wilted, browned or visibly damaged.
- Cakes that arrived melted, broken or with the wrong flavour.
- Gift hampers with missing or damaged items.
- Personalised items with a printing or spelling error on our side.
3. What isn't
- Flowers that have been kept out of water for more than four hours after delivery.
- Cakes that have been left at room temperature beyond the storage instruction on the box.
- Mood changes ("I don't like the colour after seeing it") — we ship the arrangement shown on the listing.
- Personalised items where the customer-provided text, photo or address was incorrect.
4. How to claim
- Photograph the issue within 2 hours of delivery — clear, well-lit, the whole arrangement in frame.
- WhatsApp the photos to our dispatch number with your order ID.
- Or open a support ticket and attach the photos there.
We respond within an hour during studio hours (06:30–22:00 IST) and offer one of three resolutions: replacement on the next available slot, store credit, or a full refund to the original payment method.
5. Replacement timeline
Within Amritsar & Majha we can usually replace the same day if the issue is reported before 5 PM. After 5 PM the replacement ships next morning. We don't ship outside the region, so the replacement always comes from the same hub the original did.
6. Refund timeline
Refunds are processed within 24 hours of claim acceptance and reach your account in 5–7 working days, depending on your bank or UPI provider.
7. We're a small studio
We answer every claim ourselves. If you've had a bad experience, please tell us — we'd rather replace the order and earn back the relationship than dispute a photo.