Rescheduling policy

What you can reschedule

You can change the delivery date, time slot or delivery address of a confirmed order. You can also update the recipient's name and phone number, or the card message if we haven't printed it yet.

What can't be changed this way is the product: that's what the exchange policy is for.

How late you can do it

• On regular days, let us know at least four hours before the agreed time slot. That's the window in which we haven't yet put the arrangement together or assigned the route.
• On special dates —February 14, Mother's Day, Love & Friendship Day, graduations— let us know the day before: on those days, routes are closed in advance.
• For Rionegro, which is scheduled one day in advance, rescheduling also requires one day's notice.

Outside those windows we'll still try, but we can no longer guarantee it: it depends on whether the arrangement has been made and whether the courier has left.

How to request it

Message us on WhatsApp at 319 216 1731 or email ventas@chocolatesfloresmedellin.com with your order number and the new date, time slot or address. We'll confirm through the same channel whether the rescheduling is final.

A rescheduling only counts once we confirm it. Sending a message isn't enough, especially on high-demand dates.

Address changes

• If the new address is in the same town, rescheduling has no additional cost.
• If it's in a town with a higher fee, the difference is charged before delivery.
• If it's in a town with a lower fee, the difference remains as store credit for your next purchase.
• If the new address is outside our coverage area, we can't make the delivery; in that case, we arrange store pickup.

If the order is already out for delivery

Once the courier is on the way, the delivery can't be stopped or redirected: the arrangement is made and the route assigned. If no one is there to receive it, the delivery policy applies —we leave the order with the doorman, or it returns to the shop and the second attempt costs the area's delivery fee—.

If the reason for the change is our mistake with the address or date, the second attempt costs you nothing.

How many times

You can reschedule an order up to twice at no cost. From the third time on, since the product is perishable and was already purchased for that date, we'll need to review the case with you: in some cases the arrangement has to be remade, and that has a cost.

An order can be postponed up to thirty days from the original date. After that, message us and we'll look at it case by case.

When we're the ones who reschedule

If we can't deliver on the agreed date for a reason on our end —a problem with the flowers, transportation or operations— we'll let you know as soon as we find out and give you the choice: delivery in the first available time slot at no cost, or cancellation of the order with a refund.

If the delay is due to something beyond our control, such as a road closure or the weather, we reschedule at no cost for the first date that works for you.

Effective date

This policy is effective from its publication and may be updated when our operations or the applicable regulations change. The current version is always the one published on this page.

Last updated: August 15, 2026.