We want you to love your flowers in your home. If something isn’t quite right, you can apply for a return within 30 days of receiving your order using our online returns portal.
Our 30-day Happiness Guarantee sits alongside your statutory right to cancel within 14 days of delivery.
Your UK Statutory Right to Cancel (14 Days)
If you are a UK customer and change your mind within 14 days of receiving your order, you may cancel your order. You must notify us within 14 days of delivery and return the goods within 14 days of telling us you wish to cancel.
Where the full order is cancelled and returned under this right, we will refund the price paid for the goods and the standard UK delivery charge. If you chose a more expensive delivery option, we only refund up to the cost of standard UK delivery.
If you return only part of an order, we will refund the price paid for the returned item(s). Original delivery charges are not refunded unless required by law.
Our 30-Day Happiness Guarantee
In addition to your legal rights, we offer a 30-day return window from delivery. This gives you extra time to decide whether the item is right for your home. Items must be returned complete, unused and in their original condition.
For change-of-mind returns made under our 30-day Happiness Guarantee, original delivery charges are not refunded. This includes international delivery charges.
Trying Them at Home
We want you to see your flowers where they’ll live. You’re welcome to unwrap them, place them in your own vase and look at them in different rooms and light before you decide.
To return them under our Happiness Guarantee, they must be returned as they arrived. Until you’ve decided to keep them, please:
- Don’t cut, trim or shorten any stems
- Don’t bend or reshape stems, branches or leaves beyond gentle handling
- Don’t untie, rearrange or take apart hand-tied bouquets or arrangements
- Keep them indoors, dry and away from anything that could mark or change them
- Keep the box and wrapping they arrived in, so they can travel back safely
Once you’re happy they’re right for your home, they’re yours to style however you like.
Faulty, Damaged or Incorrect Items
If your item arrives faulty or damaged, or is not the item you ordered, please submit a return request as soon as possible and select the closest reason. Please also email photographs to [email protected] so our team can review this quickly.
Once approved, we will provide a prepaid UK return label where available. For international orders, we may either provide a return label or reimburse reasonable agreed return postage. Please do not return faulty, damaged or incorrect items before we have confirmed the return method.
If a product is faulty, damaged or incorrect, we’ll offer a replacement or a full refund, including any delivery costs you’re entitled to recover under applicable law. Replacements are subject to stock; if an item is unavailable, we’ll refund you in full.
Minor variations in handmade stems and vases, including shape, colour or natural curvature, are part of the design and do not constitute faults.
Condition of Returns
Items must be returned complete and in the shape and condition they arrived in, including all stems, components and packaging.
If items have been cut, reshaped, untied, marked or returned incomplete, we may make a reasonable deduction from your refund to reflect the loss in value, and we’ll explain any deduction when we process your refund.
Where bouquets or arrangements are returned with individual stems missing, refunds may be adjusted to reflect the full retail value of missing items.
How to Apply for a Return
- Log in to your account here.
- Select the order you wish to return.
- Choose the item(s) and reason.
- Add any notes for our team.
- Click “Request Return”.
Return postage is at your own cost for change-of-mind returns, including returns made under our 30-day Happiness Guarantee. We recommend using a tracked service, as returned goods remain your responsibility until received by us.
If your item is faulty, damaged or incorrect, please contact us before returning it so we can review the issue and confirm the next steps.
Refunds
We aim to process your refund within 2 working days of receiving your return. We’ll email you once it has been issued. Refunds are issued to the original payment method only.
Please then allow up to 10 working days for the money to appear in your original payment account, depending on your bank or payment provider.
International Returns
For change-of-mind returns from outside the UK, original delivery charges are not refunded. You are responsible for the cost of returning the item unless it is faulty, damaged or incorrect.
Please clearly mark the parcel as 'British Returned Goods' to help prevent import charges when the parcel returns to the UK. Any duties, taxes or fees incurred due to incorrect labelling may be deducted from your refund.
We are not responsible for customs delays or for returns lost in transit. We recommend using a tracked international service.
Duties, Taxes & Customs Charges
For international orders, your total order cost may include import duties, taxes, customs clearance fees, brokerage fees or other charges required to deliver the order to your country.
Where these charges are collected at checkout, they are used to pay the relevant customs, courier or tax charges on your behalf. For change-of-mind returns, these charges are not refunded once they have been paid, unless we are able to recover them from the relevant authority or courier.
If we receive a refund of any duties, taxes or customs charges in relation to your returned order, we will refund the recovered amount to you. Any unrecovered duties, taxes, customs clearance fees, brokerage fees or courier administration charges are non-refundable unless required by law.
If your item is faulty, damaged or incorrect, this does not affect any rights you may have under applicable consumer law.
Exclusions & Special Circumstances
- Customised items: Items cut, trimmed, styled or altered to a non-standard specification at your request may not be eligible for change-of-mind return unless faulty, damaged or incorrect.
- Hand-tied bouquets and arrangements: If a bouquet or arrangement is returned untied, rearranged, incomplete or with stems missing, we may make a reasonable deduction to reflect any loss in value or missing components.
- Bundle pricing: Multi-stem sets and arrangements sold at a bundle price may be refunded at the discounted rate per stem.
- Promotions: If returning items reduces your order below a promotional threshold, any free gift must also be returned. If not returned, its value may be deducted.
- Repeated or high-value returns: We may review or limit use of our 30-day Happiness Guarantee where return behaviour appears excessive or inconsistent with normal home approval. This does not affect your statutory rights.
If you need assistance, please contact us at [email protected].