Refund policy

Please read before you order: every Maraki piece is handmade to order, so we don't accept returns for a change of mind or other personal reasons. This never affects our Arrives-Perfect Guarantee below.

Handmade to order, final sale

Each arrangement is crafted by hand for your order. It isn't made for stock and can't be resold. That's why we can't accept returns because of a change of mind or a change of plans, or because a gift wasn't quite what the recipient expected. Bespoke and custom pieces are final sale.

Not sure about the size, the colors, or which piece suits your space? Ask us before you order. We're happy to help you choose.

Arrives-Perfect Guarantee

Arrives perfect, or we make it right. If your piece arrives damaged or isn't what you ordered, contact us within 48 hours of delivery. We'll take care of it, at no cost to you.

How to let us know

Email us at maraki060606@gmail.com within 48 hours of delivery, as shown on DHL tracking.
Include your order number and a few photos of the piece and its packaging, including the outer shipping box.
Please keep the piece and all packaging until we've resolved your request.

You don't need an unboxing video. If you can film a short one as you open your package, though, it helps us see exactly what happened in transit so we can resolve things faster.

We'll reply within 24 hours and agree on the best solution with you. In most cases, you won't need to send anything back.

If more than 48 hours have passed, please still write to us. We'll look at every request and do our best to help.

What's natural, not a defect

Each piece is handmade, so bloom size, shape and placement may differ slightly from the photos. That's part of its character.
Colors can look slightly different from one screen to another.
Preserved flowers are real flowers. They need no water and no care, and they're made to last a year. Over time, their colors naturally soften. Keep your piece away from direct sunlight, heat and humidity to enjoy it longest.

Cancellations

We start crafting soon after you order. You can cancel within 12 hours of ordering and before production begins. We'll cancel at no charge and return your payment in full to your original payment method. Email us your order number as soon as possible. Once crafting has begun, the order can no longer be canceled.

Delivery issues

Tracking shows "delivered" but you can't find your package? Or tracking hasn't updated for several days? Contact us and we'll work with DHL to find it and make it right. See our Shipping Policy for details.

Bespoke commissions

Bespoke commissions follow the terms we agree with you in writing for each commission, including any deposit. Once production starts, the deposit is non-refundable.