Return & Refund Policy

At Twenty Three, we take pride in providing fresh, beautiful products and excellent service. While we aim for every order to be perfect, we understand that issues can sometimes occur. This policy explains when and how returns, replacements, and refunds may be processed for purchases made on www.twentythree.ae.

1. When a Return or Replacement May Apply

We review requests for returns or replacements on a case-by-case basis. A claim may be considered if:

  • The product arrives damaged or defective – Contact us immediately on the day of delivery and share clear photos showing the issue. Due to the perishable nature of our products, claims without visual evidence cannot be processed.

  • You received the wrong product – Let us know on the day of delivery so we can arrange a replacement promptly.

Note: Slight variations in color, size, or arrangement style may occur due to seasonal availability and will not be considered a product defect.

2. How to Request a Return or Refund

If you believe your order qualifies for a return, replacement, or refund:

  1. Email 23@twentythree.ae or via whatsapp +971 239 8023 with your order number, the issue, and any supporting photos.

  2. Our team will review your request and let you know the next steps.

  3. If a physical return is required, the item must be in its original condition and packaging.

3. Refund Timelines & Methods

  • Card Payments – Refunds will be issued to the same card used for the purchase. Please allow up to 12 working days for the amount to appear in your account.

  • Cash on Delivery – We will contact you to arrange a suitable refund method.

  • Refunds are processed only after the product has been reviewed and approved for return.

4. Items That Cannot Be Returned

We cannot accept returns for:

  • Fresh and perishable items such as flowers, plants, chocolates, and cakes.

  • Custom-made or personalized orders, including arrangements designed to your specific request.

5. Cancellation Policy

If you need to cancel an order, please contact us within 8 hours of placing it. Once preparation or delivery has begun, cancellations will not be possible.

6. Responsibility for Return Shipping

If a return is required for reasons other than our error, the customer will be responsible for the shipping cost. If the issue is due to a mistake on our part, we will cover return delivery or arrange a replacement at no extra cost.

7. Need Help?

We’re here to help with any concerns:

📧 23@twentythree.ae
📞 +971 50 239 8023