Substitution policy
Last updated: August 2026
Fresh, local assembly
Gifts are assembled fresh by local partners in the destination country. Because of seasonality and local availability, individual items may occasionally be unavailable on the day of assembly.
Equal or greater value
When an item is unavailable it is replaced with an item of equal or greater value and similar character — for example a comparable wine of the same type (red stays red, sparkling stays sparkling; only the brand may differ), or a similar gourmet product of the same kind. Quantities, weights and the overall value of the gift are never reduced.
Photos are a styling reference
Product photos show a representative example. Baskets, containers, ribbons, colours and packaging may differ from the photos depending on what is available locally, while keeping the same style, quality and value. Flowers may arrive in bud so they last longer.
Peak season
Between Nov 15 and Jan 7 and around major gifting holidays, gifts cannot be customized and substitutions are more likely, and may be made without prior consultation so the gift arrives on time. The style and value of the gift are always maintained.
Allergens and alcohol are never substituted in
Substitutions never introduce alcohol into an alcohol-free gift and never knowingly introduce a declared allergen category that the original item did not contain.
Questions
If a substitution materially changes the gift, contact us within 48 hours with your order token and photos and we will make it right.