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.
Condition of Returns
Items must be returned complete, unused and in their original condition. This includes all stems, individual components, packaging and any items supplied as part of a bouquet, arrangement or set.
You may handle items to inspect them in the same way you would in a shop. However, if returned goods show signs of use beyond what is necessary to assess them, are altered, incomplete or missing components, we may make a reasonable deduction from your refund to reflect any reduction in value.
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 not as described, please contact us before returning it so we can review the issue and confirm the next steps.
Refunds
We aim to process refunds within 2 working days of receiving your return. Refunds are issued to the original payment method only.
After processing, it may take 5–10 working days for funds to appear in your account, depending on your bank or payment provider (including PayPal or Klarna).
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or not as described, 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 not as described, we will refund the item and any delivery costs you are entitled to recover under applicable law.
Minor variations in handmade stems and vases, including shape, colour or natural curvature, are part of the design and do not constitute faults.
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 not as described.
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.
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 not as described.
- 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].