Last Updated: October 7, 2026

At Callaia Flowers, we are committed to providing our valued customers with the freshest flowers and the most elegant arrangements. We want your experience to be seamless and delightful, from the moment you place your order to when its beautiful recipient receives it. This policy outlines our procedures for delivery, cancellations, returns, and refunds to ensure complete transparency.

  1. Delivery Policy

We currently deliver only within the United Arab Emirates (UAE).

1.1. Delivery Areas & Timeframes

  • Same-Day Delivery: Available for orders placed within the cut-off time in Dubai, Sharjah, and Ajman.
  • Next-Day Delivery: Orders for other Emirates (Abu Dhabi, Umm Al Quwain, Ras Al Khaimah, Fujairah) will be delivered on the next business day.

1.2. Delivery Fees
Delivery charges are calculated based on the destination city and your selected delivery time. The exact fee will be clearly displayed at the checkout page before you complete your payment.

1.3. Free Delivery
During special promotional periods, we may offer free delivery. Such offers will be clearly advertised on our website and applied automatically at checkout if your order qualifies.

1.4. The Delivery Process
Your order is precious. All items are personally handled and arranged by our floral experts before being carefully packaged to ensure they remain in excellent condition during transit. We use a trusted third-party courier service to guarantee reliable delivery. Upon arrival, the courier will request a signature as proof of successful delivery.

1.5. Important Delivery Information
To avoid any delays, please ensure your delivery address and contact details are complete and accurate. We are not responsible for delays or failed deliveries resulting from incorrect information provided by the customer.

  1. Cancellation Policy

We understand that plans can change. If you need to cancel your order, please contact us as soon as possible.

  • Customers may cancel their order within 24 hours of placing it.
  • If your order has already been processed or dispatched for same-day delivery, it may not be possible to cancel.
  • For eligible cancellations, a refund will be issued back to the original payment method used. Please allow for up to 45 days for the refund transfer to be completed, depending on your bank’s processing times.
  1. Refund & Return Policy

Since flowers are perishable products, our refund and replacement policy has been designed to ensure fairness while maintaining our high-quality standards.

3.1. Replacement of Damaged or Unsatisfactory Items
Our primary goal is to make things right. If the flowers are delivered wilted, damaged, or in an unsatisfactory condition, you may request a replacement.

  • Notification: Please contact us within 48 hours of delivery with clear proof (a photo or video of the arrangement).
  • Resolution: We will review your claim and, upon approval, provide a replacement through a Gift Voucher of equal value to the original purchase. In some cases, a partial or full refund may be issued at our discretion.

3.2. Partial Refunds for Incomplete Orders
If the number of stems delivered is fewer than the number ordered, customers may request a partial refund for the missing items. Please notify us within 48 hours of delivery.

3.3. Non-Refundable Situations

  • Perishable Goods: Due to the perishable nature of flowers, returns are not accepted once an order has been successfully delivered.
  • Allergic Reactions: Refunds are not available for allergic reactions to flowers or plants.
  • Customer Error: We are not responsible for orders delivered to an incorrect address or with incorrect contact details provided by the customer.
  • Free Gifts: Free gifts or promotional items included with your order are non-refundable.

3.4. How to Request a Refund or Replacement
Customers must contact our customer service team within 48 hours of receiving their order via email or phone. Our team will guide you through the process.

3.5. Refund Processing
Once your return or refund claim is approved, the refund will be processed.
“Refunds will be done only through the Original Mode of Payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.”

  1. Payment Confirmation

Once your payment is successfully made, an official order confirmation notice will be sent to you via email within 24 hours of receipt. This confirmation will include your order details and a summary of your purchase.

  1. Contact Us

For any specific issues, please visit our Contact Us page to get in touch with our support team directly.