Manage Your Shop Policies

Your Policies section helps you set clear expectations for customers around substitutions, deliveries, and returns.

Keeping these policies up to date can help reduce customer questions, build trust, and make the shopping experience clearer from the start.

Each policy section also includes the option to show the policy on your product pages, so customers can review important details before placing an order.

To manage your policies, go to Dashboard > My Shop > Policies.

Substitution Policy

Your substitution policy explains how your shop handles changes when certain flowers or containers are unavailable.

A default substitution policy may already be filled in for you. You can update the text at any time to better reflect how your shop works.

What to include

• Substitutions due to seasonality or availability
• How you preserve the overall style, color palette, and value of the arrangement
• Any guidance for customers to leave specific requests at checkout

A clear substitution policy helps set expectations early and gives you flexibility when ingredients need to change.

Delivery Policy

Your delivery policy is a good place to explain how your shop handles the delivery process.

This can help customers understand what to expect and reduce confusion around timing, recipient availability, and delivery conditions.

What to include

• Delivery hours and days of the week
• Extended or modified hours around Mother's Day, Valentine's Day, and other major holidays
• Any holiday-specific cutoffs or advance order requirements
• What happens if no one is home at delivery (leave at door, return to shop, attempt re-delivery, etc.)
• Whether they call the recipient before or during delivery
• Policies for delivering to hospitals (e.g., floor restrictions, required recipient confirmation)
• Any other rules or expectations they want customers to know upfront

This policy is especially helpful for answering common delivery questions before they become support issues.

Return & Refund Policy

Your return and refund policy helps customers understand your shop’s expectations around refunds, returns, and exchanges.

This section is also structured to support SEO, so adding a clear policy can improve both customer transparency and your website content.

Choose a return setting

Select the option that best fits your shop:

• No policy
• No returns
• Defective/damaged only
• Returns within specified days

If you choose a time-based option, you can set the number of days. You can also choose whether to offer exchanges.

Customize your policy

Click Customize policy to edit the generated text and match your shop’s preferred wording.

Even a simple return policy can help build trust and make your policies easier for customers to understand.

Best Practices

• Keep your policies clear and easy to read
• Use language that reflects how your shop actually operates
• Review your policies before major holidays or busy seasons
• Show key policies on product pages when you want customers to see them while shopping

Need help?

If you have questions or need help updating your policies, our team is here for you.

Phone: (210) 405-5050
Email: support@bloomnation.com