Cancellations, Returns and Refunds

Cancellations, Returns and Refunds

Flowers are perishable products prepared for a specific order. You may request cancellation with your order number before preparation begins. If the product has already been prepared, personalised or dispatched, we review the request in light of its condition and the costs already incurred.

Right of withdrawal and exceptions

The general withdrawal period for distance sales is 14 days from delivery. However, goods liable to deteriorate or expire rapidly and goods made to the consumer's specifications are among the statutory exceptions. Fresh flowers, made-to-order arrangements, personalised cards and fresh cakes may fall within these exceptions according to their actual characteristics.

These exceptions do not remove your statutory rights if an item is incorrect, incomplete, damaged, defective or materially different from the order.

Delivery problems

If an item is incorrect, incomplete, seriously damaged or materially different from your order, contact us as soon as possible with the order number and photographs. Each report is reviewed on its facts. Where appropriate, we offer redelivery, an equivalent item, a price reduction or a refund.

If a defective or incorrect product is delivered due to an error on our part, we provide a refund without requiring you to return the product.

Refunds

When a refund is approved, it is normally returned to the original payment method within the applicable statutory period. The bank or payment provider may take additional time to post it to the account. We notify the customer of the outcome and, when available, the transaction reference.

This policy does not limit rights granted by applicable consumer law.