Refund Policy

Expressluv's refund eligibility depends on the type of product ordered and the circumstances of the request. Please review the table below to understand your entitlement before raising a request.

Perishable items include cakes, sweets, dry fruits, chocolates, ice creams, and similar time-sensitive products. Due to their nature, these items cannot be re-prepared or redelivered once the original delivery attempt has been made.

The only exception is if Expressluv shipped the item to a completely incorrect address due to our own error — in this case a full refund is processed to the original payment method within 15 business days.

Non-perishable items such as gift sets, toys, and keepsakes can be returned within 3 days of the delivery date. After the return is received and evaluated at our fulfilment centre, a refund is issued as an Expressluv Gift Certificate (store credit).

Returns are not accepted after the 3-day window under any circumstances.

For damaged or defective items:

• Report the issue to support@expressluv.com within 2 hours of delivery.
• Include your order number and clear photographs of the damage.
• Our team will provide a return address and coordinate the replacement or refund process.
• Issues reported after 2 hours of delivery are not eligible for investigation.

Flowers are perishable by nature. As stock is sourced fresh daily and arrangements are prepared to order, refunds on flower orders are not available except in the case of an error on our part.

Please note that product images on our website are for representation purposes. The actual arrangement may vary in color, flower type, and size depending on daily market availability. Expressluv aims for 80–90% similarity to the displayed image.

A full refund to the original payment method will only be processed if Expressluv delivered the flowers to a completely wrong address due to our own internal error.

All cancellation requests must be submitted via email to support@expressluv.com. Verbal, WhatsApp, or phone cancellations are not accepted.

If a refund is warranted due to a verified error caused solely by Expressluv — such as delivery to a completely wrong address — we will process a full refund to your original payment method.

This applies in the following scenarios:

• Order delivered to a different address than what was provided by the customer.
• Completely wrong product delivered (entirely different item from what was ordered).
• Order never dispatched despite confirmed payment and delivery date.

All such claims are subject to investigation by our operations team before a refund is approved.

Follow these steps to submit a refund or return request:

1. Email our support team at support@expressluv.com with the subject line: "Refund Request – Order #[your order number]"

2. Include in your email: your full name, order number, date of delivery, reason for the refund, and clear photographs of the item (if damaged or incorrect).

3. Wait for confirmation — our support team will acknowledge your request within 24 hours and assign a case manager if an investigation is required.

4. Return the item (for non-perishable returns) — our team will provide a return address. Ship the item back in its original packaging within the 3-day return window.

5. Receive your refund — once the return is received and evaluated, your Gift Certificate or bank refund (where applicable) will be processed within 3–15 business days.

Most refunds at Expressluv are issued as Gift Certificates — store credit that can be applied to any future purchase on expressluv.com.

• Gift Certificates are sent to the email address on file for the original order.
• They carry no expiry date and can be used across multiple orders.
• They can be applied at checkout on any product across our full catalogue.
• Gift Certificates are non-transferable and cannot be exchanged for cash.
• In the event your Gift Certificate email is not received within 5 business days, please check your spam folder or contact our support team.

The following situations are not eligible for a refund under any circumstances:

• Perishable items that could not be delivered due to recipient unavailability, wrong address provided by customer, locked premises, or refusal to accept.
• Issues with perishable items reported more than 2 hours after delivery.
• Non-perishable return requests made after the 3-day return window.
• Variation in product appearance (color, size, design, shape) within normal substitution limits.
• Delivery delays caused by traffic, weather, strikes, or natural calamities.
• Items left at a security desk or building reception after a failed delivery attempt.
• Orders cancelled within 24 hours of delivery (partial deduction applies).
• Customized or personalized items (name-engraved, custom-message cakes, etc.) once prepared.
• Midnight delivery charges where delivery was attempted but could not be completed.

Our support team is available to assist you with refund queries, return requests, or any order-related concerns.