We want you to love your flowers in your home. If something isn’t quite right, you can apply for a return within 30 days of receiving your order using our online returns portal.
Our 30-day Happiness Guarantee sits alongside your statutory right to cancel within 14 days of delivery.
Your Statutory Right (14 Days)
If you change your mind within 14 days of receiving your order, you may cancel for a full refund. You must notify us within 14 days of delivery and return the goods within 14 days of that notification.
We will refund the price paid for the returned goods and the standard UK delivery charge once the items are received and inspected.
Our 30-Day Happiness Guarantee
In addition to your legal rights, we offer a 30-day return window from delivery. Items must be returned unused and in original condition.
Condition of Returns
Items must be returned complete, unused and in their original condition. This includes all stems, individual components, packaging and any items supplied as part of a bouquet, arrangement or set.
You may handle items to inspect them. However, if returned goods show signs of use beyond what is necessary to assess them, are altered, incomplete or missing components, we may make a reasonable deduction from your refund to reflect any reduction in value.
Where bouquets or arrangements are returned with individual stems missing, refunds may be adjusted to reflect the full retail value of missing items.
How to Apply for a Return
- Log in to your account here.
- Select the order you wish to return.
- Choose the item(s) and reason.
- Add any notes for our team.
- Click “Request Return”.
Returns are made at your own cost unless the item is confirmed faulty or damaged. We recommend using a tracked service, as returned goods remain your responsibility until received by us.
Refunds
We aim to process refunds within 2 working days of receiving your return. Refunds are issued to the original payment method only.
After processing, it may take 5–10 working days for funds to appear in your account, depending on your bank or payment provider (including PayPal or Klarna).
Faulty or Damaged Items
If your item arrives faulty or damaged, please submit a return request within 30 days and select “Damaged” as the reason. Email photographs to [email protected] for review.
Once approved, we will provide a prepaid return label. Please do not return faulty items before confirmation.
Minor variations in handmade stems and vases — including shape, colour or natural curvature — are part of the design and do not constitute faults.
International Returns
If returning items from outside the UK, clearly mark the parcel as “British Returned Goods” to prevent import charges. Any duties or fees incurred due to incorrect labelling may be deducted from your refund.
We are not responsible for delays caused by customs or for returns lost in transit.
Exclusions & Special Circumstances
- Customised bouquets: Bouquets trimmed to a non-standard length or altered may not be eligible for a full refund. Untied or rearranged bouquets may incur a restyling deduction.
- Bundle pricing: Multi-stem sets and arrangements sold at a bundle price may be refunded at the discounted rate per stem.
- Promotions: If returning items reduces your order below a promotional threshold, any free gift must also be returned. If not returned, its value may be deducted.
- Repeated or high-value returns: We reserve the right to apply a restocking deduction where returns appear excessive or where items show signs of short-term use.
If you need assistance, please contact us at [email protected].