Esor Atelier's preserved flowers are 100% real florals and therefore are classified as perishable items, meaning that we cannot accept returns, refunds or exchanges. Additionally, any customized arrangements also cannot be returned, refunded or exchanged. If you receive the product damaged due to shipping, please take pictures of the shipping box, the product packaging and the product within 24 hours of receiving the product. Please send all pictures with your order number to info@esoratelier.com and we will look into your request.  Also, for information please review our Shipping & Returns policy