Refund policy

At Iris Told Me, every arrangement is handmade with care and intention. Because of the nature of our products, our returns policy is designed to be fair to both our customers and our small business.

Please read the information below carefully before placing your order.

Ready to Ship Arrangements

These items are already made and prepared for sale.

If there is an issue with your order, please contact us within 48 hours of delivery with clear photos and a description of the concern. We will assess each case individually and, where appropriate, offer a replacement, store credit, or refund.

Because our arrangements are handmade, slight variations in shape or placement are considered part of the design and not grounds for a return.

Custom Arrangements

Custom arrangements are made specifically for you based on your order details.

• Production begins once the order is confirmed
• If a custom order is cancelled or returned, a maximum of 50% of the total order value may be refunded, subject to review

The non-refundable portion covers materials, preparation, and production time already invested in your piece.

Due to their personalised nature, custom arrangements cannot be returned for preference-based reasons.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with photos of:
• the item
• the packaging
• the shipping box (if applicable)

This allows us to assess the situation and resolve it as quickly as possible.

Courier & Delivery Responsibility

Once an order has been handed over to the courier, delivery timelines and handling are outside of our control. While we package every order carefully, we cannot be held responsible for delays, loss, or damage caused by courier services.

We will always assist where possible in liaising with the courier.

Refund Processing

Approved refunds are processed back to the original payment method within 5–10 business days, depending on your bank or payment provider.

Need Help Before Ordering?

We strongly encourage customers to contact us before placing an order if:
• you have a specific deadline
• you’re unsure whether to choose Ready to Ship or Custom
• you need guidance on gifting or sizing

We’re happy to help you choose with confidence.