Freshness guarantee & refunds

The short version If your flowers arrive damaged, or last fewer than seven days with basic care, send us one photograph within 48 hours and we will remake and redeliver, or refund you. Your choice. We do not ask you to return anything.

The seven-day guarantee

Every fresh arrangement we sell is guaranteed to stay in good condition for at least seven days from delivery, provided it is given basic care — recut stems, clean water changed every two days, and kept out of direct sun and away from ripening fruit. The care card in the box covers this.

Some flowers are naturally shorter-lived and are guaranteed for five days instead: tulips, peonies, poppies, sweet peas and anemones. This is stated on each product page. It is a property of the flower, not a shortcut on our part.

How to claim

Email [email protected] with one photograph and your order number. That is the entire process. There is no form, no returns portal, and we do not ask you to post wilted flowers back to us — that would be absurd.

• Damaged on arrival: tell us within 48 hours of delivery.
• Failed early: tell us within the guarantee period plus two days.
• Wrong item or wrong address: tell us any time; this is our error and there is no window.

We normally respond the same working day. If we agree there is a problem — and we usually do, because customers are not generally trying to defraud a flower shop — you choose between a remake with free redelivery, or a full refund to the original payment method within five working days.

Cancelling or changing an order

You can change or cancel any order free of charge until 18:00 on the day before the delivery date. That covers everything: the date, the address, the card message, the arrangement itself, or cancelling outright for a full refund.

After 18:00 the day before, the order is final. This is not an arbitrary rule. At that point our buyers have committed to specific stems for your order, those stems have been cut and conditioned, and they cannot be resold as new.

The legal position, plainly

Distance-selling rules normally give consumers a 14-day cooling-off period. Goods that are made to the consumer's specification, or that are liable to deteriorate rapidly, are excepted from that right. Fresh cut flowers are both.

We state this on the product page, again at checkout with a required acknowledgement, and again here. We think burying it in a terms document would be a cheap trick, so we have not done that.

This exception does not limit your rights if the goods are faulty, not as described, or not delivered. Those rights are untouched and the guarantee above sits on top of them.

What is not covered

Being straight about this saves everyone a difficult email later:

• Natural variation. Hydrangea colour shifts with soil chemistry; rose head size varies by batch. Close to the photograph is what we promise, not identical.
• Flowers left uncared for. If the recipient was away for four days and the bouquet sat in a hallway, that is outside the guarantee — though tell us anyway, because we would often rather remake it than argue.
• Delivery to a wrong address you supplied. We deliver where you tell us. We will always try to help recover it, but a redelivery in that case is chargeable.
• Dried and preserved arrangements. These carry a separate 30-day guarantee against damage in transit, not a freshness guarantee, because they are already dry.

Failed deliveries

If nobody is available and we cannot leave the flowers safely, they return to our cold room and we redeliver the next available day at no charge. The arrangement loses nothing — a cold room is a better environment than most doorsteps.

If a second attempt also fails and we cannot reach you, we hold the flowers for 48 hours and then donate them. We will refund 50% in that situation. We would rather refund nothing and successfully deliver, so please answer the phone.

Subscriptions

Skip or pause any delivery up to 24 hours before it is due, from your account, with no charge. Cancel the subscription itself at any time with immediate effect — there is no notice period and no final billing cycle. The guarantee above applies to every individual subscription delivery.

Weddings and events

These carry separate terms because of the planning involved. Deposits are 30% and non-refundable within 30 days of the date, as the stems are ordered specifically. Full terms are provided with your quote and we will walk you through them before you pay anything.

Something went wrong with an order?

Do not fill in a form. Email us a photo, or call — a florist will sort it while you are on the phone.