Refunds & Returns

Fresh flowers & change-of-mind returns

Fresh flowers are perishable. The usual 7-day online change-of-mind cancellation right does not generally apply to goods that are liable to deteriorate or expire rapidly. Bespoke arrangements made to your specifications may also fall within a cancellation exception. This does not remove your rights if goods are faulty, damaged or not as described.

Changing or cancelling an order

If you need to amend or cancel your order, please contact us as soon as possible with your order number. We will review your request based on the arrangement's preparation stage, flower sourcing and fulfilment arrangements, and explain the options available. Any cancellation terms agreed separately for an event or corporate booking will also be considered, subject to applicable law.

Damaged, incorrect or unsatisfactory flowers

If your flowers arrive wilted, dead, damaged, incorrect or otherwise not as described, please contact us as soon as possible. To help us assess the issue, we ask you to provide:

• Your order number and the date the flowers were received.
• A brief explanation of the problem.
• Clear photographs showing the full arrangement and close-ups of the affected flowers, where reasonably possible.
• Photographs of any damaged packaging, if relevant.

Please keep the flowers and packaging until we have had an opportunity to review your concern, where practical. Photographs help us investigate and resolve problems quickly; however, not being able to provide photographs does not automatically remove your statutory rights. We will assess each concern and offer an appropriate remedy in accordance with applicable consumer law.

Seasonal substitutions

Flowers vary naturally, and some varieties may be unavailable due to seasonality or supply. We may use suitable alternatives of comparable quality and value while aiming to preserve the overall style and colour palette. Minor natural variations are expected; if you believe an arrangement is materially different from what was described, please contact us.

Delivery or collection concerns

Please check the recipient, address, date and collection details before checkout. If you spot an error, contact us promptly. If an order is delayed, not delivered as agreed or otherwise affected by a fulfilment issue, we will review the circumstances and your available remedies under applicable consumer law. See our Delivery Information page for further details.

Event & corporate bookings

Bespoke event and corporate orders may have an individual quotation or agreement covering deposits, sourcing, preparation, changes and cancellation arrangements. Please refer to the terms confirmed for your booking and contact us as early as possible if plans change. Any applicable statutory rights remain unaffected.

Approved refunds

Where a refund is due, we will confirm the amount and arrange payment through the appropriate original payment method unless otherwise agreed or required by law. The time it takes to appear in your account can depend on your payment provider. Any refund will be processed within the applicable legal timeframe.