If something is not right, tell us straight away. Fresh flowers do not take waiting well, so speed here is part of the procedure, not a formality.
What can be complained about
A complaint is made when a bouquet or an item:
- arrives damaged or visibly wilted
- does not match what was ordered (a different size, different contents)
- was not delivered, or was delivered to the wrong address
- has a fault that is not visible at once, in the case of potted plants and extras
Deadlines
Complain about fresh flowers and bouquets on the day they are delivered, with a photograph. After that it cannot be told apart what happened with us and what happened in the vase.
For potted plants, vases and extras, the deadline is the one set by the Consumer Protection Act.
How to make a complaint
You can send a complaint in one of three ways:
- by email to cvecara@grana.rs
- by phone or WhatsApp message to +381 69 110 1080
- in person at the shop, Bulevar kralja Aleksandra 274, Beograd
What to have ready
So we know at once what this is about, send:
- the order number and the receipt
- a photograph of the bouquet as it arrived
- a short description of what is wrong
- the date and roughly the time you received it
What happens next
We confirm receipt of the complaint immediately and enter it in our records. We send a written answer with our decision within the statutory period of eight days from receipt.
If the complaint is justified, we choose together: a new bouquet, a reduction in price, or a refund.
What is not a fault
Flowers are living goods and behave like living goods. These are not grounds for a complaint:
- natural wilting, petals dropping, or the shade changing over time
- flowers left without water after delivery
- small differences in shade or variety, where the replacement was of the same value and tone
- changing your mind — that is not a fault but a withdrawal, and the Returns page covers it
- damage caused by mishandling after delivery