Refunds and returns
Photograph it and email us within two days. That is the whole process. We do not ask you to send flowers back, we do not ask you to prove anything, and one person reads every email.
If they are not what they should be we replace them or refund you. You choose which.
If something arrives in poor condition
Under the Consumer Rights Act 2015, what we sell you must be of satisfactory quality, fit for purpose and as described. Flowers that arrive damaged, wilted or clearly not what was ordered are none of those things, and the law is on your side without you having to argue.
- Photograph them where they are. It helps us work out whether it happened in the studio, in the van, or on a doorstep in the sun.
- Email us within two days, with your order reference. Two days because after that we genuinely cannot tell the difference between a bad bouquet and a week-old one.
- Tell us which you would rather have, a replacement or your money back.
Refunds go back to the card you paid with, usually within three working days and always within fourteen. We do not offer credit notes in place of a refund unless you ask for one.
Flowers are not returnable, and that is the law
Online purchases normally come with fourteen days to change your mind. The Consumer Contracts Regulations 2013 exclude goods that deteriorate or expire rapidly, and cut flowers are the clearest example there is.
So we cannot accept a return simply because you changed your mind. This is not our policy, it is the exclusion written into the Regulations, and every florist in the country works the same way. It is also why we say it here, before you buy, rather than after.
What you can do instead
Contact us before we buy the flowers for your order, which in practice means at least one full working day before the delivery date, and we will cancel it and refund you in full. Once the stems are bought they are bought.
What does carry the fourteen-day right
- Gift cards, unused.
- Sample packs, unopened.
- Vases and other non-perishable extras, unused and in their packaging.
Tell us within fourteen days of receiving them and send them back within fourteen days of telling us. Return postage is yours unless the item was faulty. We refund within fourteen days of getting them back.
Bespoke work
Wedding flowers, event work and bespoke stationery are made to your specification, which the Regulations also exclude from the right to change your mind. Once we have started, the deposit covers work already done. The cancellation terms for those sit in the written agreement you sign, not on this page.
Subscriptions
You can skip, pause or cancel from your account at any time, on one screen, without ringing anybody. What happens to the cycle you have already paid for is on the subscription terms page.
Deliveries that did not arrive
If a delivery never turned up, that is on us and there is nothing for you to prove. Tell us and we will deliver again at our cost or refund you in full.
If we cannot agree
Say so plainly and we will look again. Nothing on this page affects your statutory rights, and you can always take a dispute to court. You can also get free, impartial advice from Citizens Advice on 0808 223 1133.
Last updated 19 September 2026.