Refunds and Returns Policy

Refunds and Returns Policy

Refunds may occasionally be given at the discretion of the management. Because of the perishable nature of our products you are advised to make any complaint within 1 working day of the delivery of your flowers. We always endeavour to reach an agreement with the recipient for either for a replacement or a refund depending upon the nature of the complaint.

If you wish to change your order, please call us as soon as possible. We’ll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address and card message) requested at least 24 hours before dispatch. Please note that once orders have been ‘assigned to production’, no changes can be accepted.

For peak season (Valentine’s Day and Mother’s Day), we are unable to guarantee to accept changes to orders within 72 hours of the intended delivery date.

Cancelling your order

Orders can normally be cancelled up to 48 hours before the intended delivery date. You can cancel your order by telephoning 07988229661.

For peak season (Valentine’s Day and Mother’s Day), we are unable to guarantee to cancel orders within 72 hours of the intended delivery date.

Payment problems

Our website has a secure checkout (we use Thawte SSL Certificates and pass the FBI/SANS Internet Security Test), so we encourage you to place your orders online. On occasion, however, bank-related payment failures occur that prevent us from accepting your order immediately.

Occasionally, card details that are entered correctly and backed by sufficient funds are not validated because the card issuer is performing a random security check. In these cases, although we’ll have received your order, we’ll need to take payment over the phone. We’ll email or call you as soon as possible in these circumstances. If you receive a message telling you that payment has not been validated, please contact our customer service team immediately to ensure your order is delivered

Adverse weather conditions

During adverse weather conditions (such as heavy snow, ice, flooding or high winds), our delivery teams may not be able to delivery orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren’t able to refund or offer re-delivery of affected orders.

Damages

Our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left our flower emporium, but sometimes flowers do get damaged in transit. Should this occur, please contact us so what we can arrange a replacement bouquet. Please note that it may be necessary to return the original product in order to receive the refund, or in most cases sending us a photo of the damaged item should suffice.

Delivery

To honor our satisfaction guarantee, the recipient may be called to schedule delivery. We do not accept requests for delivery at specific times of day. Substitutions may be necessary to ensure your arrangement or specialty gift is delivered in a timely manner. For residential deliveries, if the recipient is not available at the time of delivery, the delivery person may leave the gift in a safe place for the recipient to retrieve when they return.

Late Deliveries

In the event of non-delivery on the selected delivery date, we will either refund you in full or redelivery your order,

In the event of a late delivery where you have choosen our AM or other specific timed delivery service, we will refund your order in full. You keep the flowers though. It is our loss for not fulfilling on our promise to deliver on time. Please note that banks might take 3-5 days to refund the amount on your card.

Average Vase Life for Fresh Flowers

Arrangements that include (but not exclusive) varieties such as Roses, Summer or Spring flowers (eg. tulips, iris, stocks, larkspur) are guaranteed for a period of 5 (five) days after receipt/delivery. Most other flowers (eg. lilies, chrysanthemum, alstroemeria) are guaranteed for a period of 7 days from date of receipt/delivery.

Substitution Policy

In some instances, the florists photo may represent an overall theme or look and include a one-of-a-kind vase which cannot be exactly replicated.

Although the actual bouquet may not precisely match the photo, its temperament will. Occasionally, substitutions of flowers or containers happen due to weather, seasonality and market conditions which may affect availability

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