As soon as your order leaves our warehouse you will receive an e-mail with a tracking number. From here it should be delivered within the timeframe we advertise. If you think you have received a faulty item, please contact us as soon as you can at [email protected] Please attach photos and your comments. Do not send back any items before you have our approval. If by mistake you have received an incorrect or missing item, contact us at [email protected] and we'll sort it out immediately for you.

You expressly acknowledge that the courier is a third-party delivery service. We do not control how they provide their services nor their delivery timeframes. However, we will use reasonable efforts to ensure that goods are delivered within a reasonable period of time. We are not responsible for and will not pay for any loss, damages, costs or expenses related to the courier’s delivery services, including (but not limited to):
(i) any damage caused to the goods once the goods are loaded by the courier at our Premises (including during transport or delivery);
(ii) any damage caused to your property while the goods are being transported or delivered;
(iii) if the goods are lost, stolen or misplaced by the courier; or
(iv) if the courier fails to deliver the goods within a notified or estimated
timeframe for delivery.

All items are insured against theft and accidental damage whilst in transit from YAY to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box. 

There may be variations to the reference images used on this website for any flowers you may order. Images provided on our website are for illustrative purposes only. We will not accept the return or exchange of any flowers due to any variation between the flowers you receive and reference images on this website.

If you are not satisfied with your purchase, you can let us know per mail with pictures. If we agree with a return, you have 14 days from the shipped date to return your order to us for an exchange/refund on your account. We do not give money back. Returned items must be in original packaging and in resalable condition. Delivery charges are non-refundable.

You can simply return (part of) your order by sending it back to us within 14 days after you have received it, for whatever reason, or by coming directly to our shop and return the item there. You can choose whether you want an exchange or a refund on your account. You can not open the package and check the content: the product must be returned unused with all stickers attached. Goods should be protected in a box or plastic bag. No tape is to be attached to the product or the product''s packaging. When you return something by post, please add the original receipt in the box. If you have not received one or lose it, please contact us at [email protected] The address is YAY, Riemstraat 13, 2000 Antwerp, Belgium. Shipping costs will not be refunded. This applies to the original shipping cost for your order as well as the return shipping cost.

In the case of a faulty item (or any other mistake from our side), we will cover the cost of the shipping. We reserve the right to refuse any return that does not comply to the above listed criteria. We will refund your payment on your account within 3 weeks after you have sent the goods back to us. Refunds on your account will only be made if the return complies with our returns policy listed above. We will not refund any delivery charges, unless you have received a faulty item or in the case we made any kind of mistake.

A soon as your return has been received and checked, we will send you a confirmation e-mail. This process may take 1-3 weeks after you have sent the goods.