Returns & Refunds
We offer a standard 28 day money back guarantee on all retail products (non perishable goods) that have a price (some products have longer guarantees and will be listed on the product page). To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable and personalised goods such as letters, hearts, food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
There are certain situations where only partial refunds are granted (if applicable). Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
RETURNS VIA OUR ADDRESS BELOW
Please include your order confirmation email with your return and note on this the reason for the return:
Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you are returning items due to a fault and you received the item more than 28 days ago please contact our customer service team via the Contact Us.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
In the unlikely situation your event is cancelled prior to sending us your flowers, we will withhold 10% of the order amount to cover any necessary costs.
If for any reason you would like to cancel the order after the flowers have been sent to us, we will withhold 50% of the order amount to cover any necessary costs associated with the sale.
To ensure that your return or refund is processed as quickly as possible, please follow the procedures below.
- Return the product in its original packaging;
- Pack the product to avoid damage during returns transit;
- Include your order confirmation email or your name, address, phone number, order number and whether you require a refund or a replacement.
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.