We take great pride in our reputation for quality and excellent value. We treasure your pleasant online shopping experience with us. If for some reason you're not completely delighted with your purchase, we can work together to your satisfaction.
How to Return
Returns & Exchanges are easier than ever.
1. Simply contact us via email email@example.com or drop us a message here. We'll contact you in 1 working day to arrange the details. Return request must be issued within 3 business days of receiving your order according to the official delivery date from post office. We're sorry we won't accept any return requests after 3 business days passed.
2. In your message, please remember to tell us the followings as this will help us speed up our work for you.:
- your invoice number and product details,
- the problems you encountered
- you need to return your purchase for refund or exchange,
- and attach a photo of the item received you wish to return.
If upon receiving your delivery you find that the product is damaged/ is missing, please attach a photograph of the packaging and email firstname.lastname@example.org
with subject "Damaged / missing content when delivered". Once we receive the email, we'll take up the issue as soon as possible.
3. Pre-authorization is required for all returns, refunds and exchanges. Upon receiving your return request, we'll contact you if your request is approved. If yes, we'll send you the details of the return address via email.
All products should be returned unmarked and unused in the same condition and in original, undamaged packaging box that you received the mail as this is considered part of the product. Products that are returned without or in a damaged or marked packaging box will not be accepted, and will be sent back to the customer.
We accept returns minus the shipping cost incurred. Original shipping and handling fees are non-refundable. Customers are responsible for any shipping or handling costs. Once the return is approved, please send the products back to Lana Byanca Floral within 3 days. Please consider using a trackable shipping service or purchasing shipping insurance. Otherwise we can’t guarantee that we'll receive your returned item.
We regret not being able to provide refunds for followings:
- No refund is payable in the event of delay of registered item, please refer to the details listed in Hong Kong Post official website for compensation arrangement: https://www.hongkongpost.hk/en/faq_support/sending_mail/q98/index.html
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is not preauthorized to return by us.
- Handmade item(s): Due to the handcraft nature of the products, all artificial floral arrangements, floral box gift sets and silk flower bouquets cannot be returned, refunded or exchanged.
- Custom Order item(s): Any item of a Custom Order requested by a client cannot be returned, refunded or exchanged.
- Rush Order request item(s): Any item of a Rush Order requested by a client cannot be returned, refunded or exchanged.
- Sale items: All sales are final, only regular priced items may be refunded, unfortunately sale items cannot be returned, refunded or exchanged.
***Point to Note: Should Hong Kong Post confirms with your destination postal services that your registered mail was loss during delivery, refund will be provided to you after we received the official reply letter from Hong Kong Post. Please kindly note that an official enquiry will be submitted to Hong Kong Post for the delivery status of your parcel, and Hong Kong Post will initiate an investigation with the destination postal administration. While overseas postal administrations may sometimes take up to one to two months in responding to mail tracing enquiries as permissible under the provisions of the Universal Postal Union, please rest assured that we will follow up for their reply and give you an update at the soonest.
Once we've received and inspected your return,
1. We'll contact you via email that we've received your returned item, and if the returned item is approved for refund.
2. If everything is fine, your refund will be processed to your Paypal account or original method of payment within 7 business days. The cost of shipping and handling fees will be deducted directly from your refund. Exchanges
We only replace items if they are defective or damaged. Please note that items that are damaged as a result of misused, man-made damage, wear and tear are not considered to be defect.
If you need to exchange it for the same item, please follow the steps of Returns as listed above, stating that you need to exchange your purchase item in your message.
Once we've received and inspected your return,
1. We'll contact you via email that we've received your returned item, and if the returned item is approved for exchange. Where possible, we will replace it for the same product in the same model, color and size, subject to availability.
2. We'll arrange reshipment of the items via Hong Kong Post Registered Mail Tracking No. service. You'll be given a Tracking No. once the reshipment is shipped. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.