This Return & Refund Policy and Shipping Terms apply to purchases made through the webshop of Daniel Ost Group NV and, where relevant, to remote orders confirmed by email, telephone or other distance communication.

For bespoke floral installations, weddings, events, hospitality projects, corporate projects, landscape projects or other tailor-made services, separate contractual terms may apply.

1. Company Information

The webshop is operated by:
Daniel Ost Group NV
Dumortierlaan 141
8300 Knokke-Heist
Belgium
Email: online@danielost.be
General enquiries: info@danielost.be
Telephone: +32 (0) 50 95 02 05
KBO: 0479.733.591
VAT: BE0479.733.591

2. Product Categories

Because our webshop may offer both perishable floral products and non-perishable decorative objects, different rules apply depending on the product ordered.

2.1 Fresh flowers, plants and floral creations
Fresh flowers, plants, bouquets, floral arrangements, seasonal compositions and similar botanical products are perishable goods. Many of our creations are also prepared to order or adapted to the chosen occasion, colour palette, size or delivery moment.
For these products, the consumer does not have a statutory right of withdrawal. They cannot be returned or refunded because of a change of mind once the order has been accepted, prepared or dispatched.
This includes, without limitation:
bouquets;
floral arrangements;
plants and botanical compositions;
seasonal or occasion-based floral creations;
personalised or made-to-order floral products;
products prepared for a specific delivery date or recipient.

2.2 Decorative objects and non-perishable products
For non-perishable products, such as vases, candles, books, decorative objects or other home items, consumers in the European Union have the right to withdraw from the purchase within 14 calendar days after delivery, unless a legal exception applies.
Returned items must be unused, complete, undamaged and, where reasonably possible, returned in their original packaging.
2.3 Business customers
The statutory consumer right of withdrawal applies only to consumers purchasing for private purposes. It does not apply to professional or business purchases, unless we expressly agree otherwise in writing.

3. Cancellations and Order Amendments

For fresh flowers and floral creations, amendments or cancellations are only possible if the order has not yet been prepared, sourced, personalised or dispatched.
We will always try to accommodate reasonable requests, but because flowers are perishable and often sourced specifically for an order, we cannot guarantee that changes or cancellations can be accepted.
For urgent amendments, contact us immediately at:
online@danielost.be
Please include your order number, delivery date and contact details.

4. Right of Withdrawal for Returnable Non-
Perishable Products
If you are a consumer and you purchase a returnable non-perishable product online, you have the right to withdraw from the contract within 14 calendar days without giving a reason.
The withdrawal period expires 14 calendar days after the day on which you, or a third party indicated by you other than the carrier, physically receives the goods.
If an order is delivered in several parts, the withdrawal period begins when you receive the last item.
5. How to Exercise the Right of Withdrawal
To exercise your right of withdrawal for eligible products, you must inform us clearly before the withdrawal period expires.
You may do this by using one of the following methods:
email to online@danielost.be;
letter sent to Daniel Ost Group NV, Dumortierlaan 141, 8300 Knokke-Heist, Belgium;
the model withdrawal form included below.
We will acknowledge receipt of your withdrawal request on a durable medium, such as email.
6. Model Withdrawal Form
Complete and return this form only if you wish to withdraw from the purchase of an eligible non-perishable product.
To:
Daniel Ost Group NV
Dumortierlaan 141
8300 Knokke-Heist
Belgium
Email: online@danielost.be
I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Email address:
Date:
Signature, only if submitted on paper:
This form does not apply to fresh flowers, plants, floral arrangements, bespoke products, personalised products or other goods for which no statutory right of withdrawal exists.

7. Returning Eligible Products

After notifying us of your withdrawal, you must return the eligible product within 14 calendar days.
Return address:
Daniel Ost Group NV
Dumortierlaan 141
8300 Knokke-Heist
Belgium
Unless we confirm another return address in writing.
Returned products must be securely packaged. You are responsible for any diminished value caused by handling beyond what is necessary to inspect the nature, characteristics and functioning of the product.
Return shipping costs are borne by the customer, except where the product is defective, damaged upon delivery or incorrectly supplied.

8. Refunds for Eligible Returns

For valid withdrawals, we will refund the amount paid for the returned product using the same payment method used for the original purchase, unless expressly agreed otherwise.
If you withdraw from the entire eligible order, we will also refund the standard outbound delivery cost. Additional costs for premium, express, same-day or special delivery options are not refunded.
We may withhold the refund until we have received the returned goods or until you have provided proof that the goods have been returned, whichever occurs first.
Refunds are made without undue delay and in any event within 14 days from the day on which we are informed of your valid withdrawal, subject to the above.

9. Damaged, Incorrect or Non-Conforming
Products
If your order arrives damaged, incomplete or incorrect, please contact us as soon as possible.
For fresh flowers and floral creations, any visible quality issue must be reported within 24 hours of delivery, with clear photographs of the product and packaging. Because flowers are living, perishable materials, prompt reporting is necessary to assess the matter fairly.

For decorative objects and non-perishable products, transport damage or visible issues should preferably be reported within 7 days of delivery.

Please contact:
online@danielost.be
Include:
order number;
delivery date;
description of the issue;
clear photographs;
your contact details.
Depending on the situation and applicable legal rights, we may offer a replacement, repair, partial refund, full refund or another appropriate solution.
Nothing in this Policy affects your mandatory legal rights.

10. Natural Variation in Flowers and Botanical
Materials

Flowers are living materials. Colour, form, size, stem length, variety and seasonal availability may differ from the images shown on our website.
Product images are indicative and intended to express the atmosphere, size and style of the creation. Natural variations, seasonal substitutions and artistic interpretation do not constitute defects, provided the delivered creation corresponds reasonably to the ordered product and Daniel Ost standard.
We reserve the right to substitute flowers or materials of equal or higher quality where necessary due to seasonality, availability or quality control.

11. Shipping and Delivery Areas

We deliver primarily within selected areas in Belgium. Delivery availability, timing and fees are shown at checkout or confirmed separately by our team.
International delivery may be possible for selected non-perishable products or bespoke projects, subject to availability, customs requirements, transport feasibility and separate pricing.

12. Delivery Timing

We strive to deliver on the selected or confirmed delivery date. Same-day, next-day or time-sensitive delivery is subject to availability and must be confirmed by us.
Delivery times and delivery windows are indicative unless we expressly confirm in writing that a specific delivery time is essential and guaranteed.
For urgent, ceremonial, hospitality, funeral or event-related deliveries, please contact us directly before placing the order online.

13. Recipient Details and Delivery Access

The customer is responsible for providing accurate and complete delivery information, including:
recipient name;
full address;
apartment, floor or access details;
telephone number;
preferred delivery date;
special delivery instructions.
For gift orders, we may contact the recipient if necessary to complete delivery.
If delivery cannot be completed because the address is incorrect, the recipient is unavailable, access is restricted or delivery instructions are incomplete, we may charge additional delivery costs. For perishable products, no refund is due where failed delivery results from incorrect or incomplete information provided by the customer or recipient.

14. Delivery to Reception, Concierge or Safe Place

Where appropriate, and depending on the location, we may deliver to a reception desk, concierge, neighbour, office, hotel front desk or other person authorised or reasonably available to receive the order.
If you request delivery to a safe place or authorise delivery to a third party, delivery is deemed completed once the order has been placed or handed over according to those instructions.

15. Collection from Boutique

Where boutique collection is offered, the order must be collected at the agreed location and time.
For fresh flowers and perishable products, failure to collect at the agreed time does not entitle the customer to a refund.

16. Risk and Ownership

Ownership of products passes to the customer after full payment.
For consumer deliveries, risk passes when the customer, recipient or third party designated by the customer physically receives the goods.

17. Force Majeure and Exceptional

Circumstances
We are not liable for delays or non-performance caused by circumstances beyond our reasonable control, including but not limited to extreme weather, traffic disruption, strikes, accidents, supply-chain disruption, illness, government measures, customs issues, force majeure affecting growers or suppliers, or events affecting courier networks.

18. Contact

For all return, refund and delivery questions:
Daniel Ost Group NV
Dumortierlaan 141
8300 Knokke-Heist
Belgium
Email: online@danielost.be
General enquiries: info@danielost.be
Telephone: +32 (0) 50 95 02 05