01Changing or cancelling an order

You can change the delivery date, time slot, address or card message, or cancel for a full refund, if you contact us at least 48 hours before your delivery slot. Within 48 hours we have usually bought and prepared your flowers, so we can still change the card or address where possible but cannot refund.

02Why there is no 14-day cancellation period

For goods bought online, UK law normally allows 14 days to cancel. That right does not apply to goods that deteriorate rapidly, which the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 treat as an exception (regulation 28). Fresh flowers fall within it.

03If something is wrong with your flowers

Flowers must arrive fresh and as described. If they arrive damaged, wilting, or clearly different from what you ordered, email us within 24 hours of delivery with a photo and your order email. We will send a replacement or refund you in full, whichever you prefer.

Because flowers are seasonal, individual stems may be swapped for others of the same colour, style and value. That is not a fault.

04Deliveries that could not be completed

If we deliver to the address and time you gave us and cannot hand the flowers over, we follow our delivery policy. If the address or phone number in the order was wrong, we will try to help, but a refund may not be possible.

05How refunds are paid

Refunds go back to the card or payment method you used, usually within 5 to 10 working days depending on your bank.

06Your statutory rights

Nothing in this policy affects your legal rights as a consumer, including your rights under the Consumer Rights Act 2015.