Damaged, late or not like the photo: what to do when a flower delivery goes wrong

If your flower delivery arrives damaged, late or very different from the photo, act quickly: take photos immediately, keep the box and delivery note, and contact the florist the same day with your order number and a short description. Flowers are perishable, so most florists expect problems to be reported on the day of delivery or within 24 hours. A reputable florist will usually offer a replacement, a partial refund or a credit.

This article gives you a step-by-step checklist, explains what counts as a real problem (and what is normal), and shows how to escalate if the florist doesn’t respond. It is general information, not legal advice; the florist’s terms and conditions are your first reference.

Common problems and what to do

Step 1: document everything

As soon as the bouquet arrives, before you rearrange it:

• Photograph the box (outside and inside), the bouquet from several angles and any broken stems or wilted flowers.
• Keep the packaging, the water reservoir and the delivery note.
• Note the time of delivery (or of the delivery attempt).
• If you are the recipient, send the photos to the sender, who placed the order.

Your phone’s photos have a timestamp, which is useful if you need to prove when the problem was noticed.

Step 2: contact the florist quickly

Use the channel recommended by the florist (email, contact form, phone). Include:

1. Order number and date of delivery.
2. What went wrong, in a few factual sentences.
3. Photos attached.
4. What you would like: replacement, refund, credit.

Tip: stay polite and factual. Customer service teams are much more likely to help quickly when the message is clear and the photos speak for themselves.

How fast?

Because flowers are perishable, same day or within 24 hours is the safe rule. Some florists offer a freshness guarantee for a set number of days, typically 5 to 7 days (according to florists’ websites, checked October 2026). Check the terms of your florist; they usually describe the procedure and the deadline.

Step 3: understand what is “normal”

Not every difference is a defect.

Substitutions

Many florists state in their terms that they may replace a flower or a colour if it is unavailable or not fresh enough, while keeping the style and value of the bouquet. This is particularly common with network florists, where a local partner composes the bouquet with what they have in stock. A different shade of pink is normal; a bouquet half the size is not.

Consumer tests have shown that this is a real issue: in a 2017 SIQT test, 7 out of 30 bouquets did not match the photo, and about a third had wilted within 5 days. The test is old, but it illustrates why photos matter.

Buds and opening

Some flowers are delivered in bud on purpose (lilies, peonies, tulips) so they last longer. A bouquet that looks “smaller” on arrival may open up beautifully over a day or two.

Boxed bouquets

Bouquets sent in a box with a water reservoir may look a little flattened when unpacked. Give them a fresh cut and some water, and they often recover within hours. Our guide on how to make flowers last longer explains how to revive a bouquet.

Late or missed deliveries

Check the basics first

• Was the delivery date a Sunday or public holiday? Swiss online florists don’t deliver on those days.
• Was the order placed after the cut-off time? For next-day delivery, most florists need the order the day before (often by 4pm).
• Did the courier leave a notice, or give the bouquet to a neighbour or concierge?
• Is the address complete (name on the doorbell, floor, company name)?

Our article on what happens when the recipient isn’t home covers neighbours, safe places and notices.

Then contact the florist

If the delivery was late or missing through no fault of yours, ask for a redelivery, a refund of the delivery fee or a full refund, depending on the situation and the florist’s terms. For a time-sensitive occasion (birthday, funeral), explain the context: many florists make an extra effort.

If the florist doesn’t respond

1. Send a written reminder (email), referring to your first message and attaching the photos again.
2. Leave a factual review on a public platform. Reviews often prompt a response, and they help other customers.
3. Contact a consumer association: in Switzerland, the Fédération romande des consommateurs (FRC), the Stiftung für Konsumentenschutz (SKS) and the ACSI in Ticino provide advice to consumers.
4. As a last resort, if you paid by card or PayPal, ask your card issuer or PayPal about their dispute procedure.

Consumer tests have also highlighted service issues, including a florist that a consumer magazine could not reach by phone in 2024. Before ordering, it is worth checking how easy it is to contact a florist.

How to avoid problems next time

• Choose a florist with good, recent reviews and a clear customer service contact. Our comparison of online florists in Switzerland summarises review scores and models.
• Prefer florists who compose bouquets themselves over anonymous transmission networks if you want the bouquet to match the photo closely.
• Check cut-off times, especially for urgent orders; our same-day delivery guide lists them by florist.
• Order early for peak dates (Valentine’s Day, Mother’s Day, All Saints’ Day, Christmas); see our flower-giving calendar.
• Give complete delivery details and a phone number.
• Choose seasonal flowers: they are fresher and less likely to be substituted. Our guide to seasonal flowers in Switzerland helps.

A simple complaint template

If you don’t know how to phrase your message, adapt this template:

Subject: Order [number] – problem with delivery on [date]

Hello,

I ordered a bouquet [name of the bouquet] for delivery on [date] to [recipient’s name, town]. Unfortunately, [the bouquet arrived with several broken stems / was delivered on the following day / looks very different from the photo on your website]. Please find attached photos taken on delivery at [time].

Could you please [send a replacement / offer a refund / let me know what solution you can offer]? Thank you for your help.

Kind regards, [Name, phone number]

Keep a copy of everything you send and receive. If you call the florist, note the date, time and name of the person you spoke to.

What the recipient can do in the meantime

If you’re the recipient and the bouquet looks tired, a few quick actions can save it while the sender contacts the florist:

1. Remove damaged stems and any leaves below the water line.
2. Recut every stem at an angle with a clean, sharp knife.
3. Put the flowers in a clean vase with fresh, cool water and flower food if provided.
4. Place them somewhere cool, away from sun, radiators and fruit.
5. For drooping roses, re-hydrate them by wrapping the heads in paper and standing the stems in deep water for a couple of hours.

Take photos before you do this, so the original condition is documented.

A word on expectations

Flowers are a natural product. Two bouquets of the same model will never be identical, and a few petals may fall in transit. What you are entitled to expect is a fresh bouquet, close in style, colour and size to what you ordered, delivered on the agreed day. When that isn’t the case, a calm, documented complaint is the fastest way to a solution. And if you want to choose flowers whose meaning matches your message, our language of flowers dictionary is a good starting point.