A thoughtful gift deserves thoughtful support. If you need to change an order or something is not right, please contact us with your order number.
Cancelling your order
If preparation has not started and your order has not been dispatched, you may request cancellation for a full refund.
Once preparation has started, cancellation may no longer be possible because flowers and personalised items may already have been prepared for your order. We will explain the order’s progress and any available options before confirming the outcome.
A cancellation request is only confirmed when acknowledged by our team. These change-of-mind conditions do not limit your rights where an order is faulty, incorrect or not supplied as agreed.
Changing your order
Please contact us as soon as possible to request changes to the flowers, delivery details or card message.
Changes depend on preparation and dispatch progress. Any price difference or additional delivery charge will be explained and agreed with you before the change is made.
Damaged, incorrect or missing items
Please contact us promptly if your flowers arrive damaged, an item is missing, or you receive the wrong order. Where possible, contact us within 24 hours of delivery so we can assess the flowers while their condition is still clear.
Include your order number, a description of the problem and photographs where available. If photographs are not possible, please explain what happened.
We will review the issue and arrange an appropriate resolution, which may include a replacement, redelivery, a partial refund or a full refund, depending on the circumstances and applicable consumer rights.
The suggested reporting period does not remove your statutory rights.
Unsuccessful deliveries
If delivery cannot be completed because of incorrect address details, recipient unavailability or access restrictions, please refer to our Delivery information page.
Any redelivery fee will be confirmed before a new attempt is arranged. If the failed delivery was caused by our error, we will not charge an additional delivery fee to put it right.
Change-of-mind returns
Fresh flowers are perishable and cannot generally be returned for a change of mind after delivery. Personalised items may also be unsuitable for change-of-mind returns.
This does not affect claims relating to damage, incorrect goods or goods that do not meet the agreed description.
Receiving a refund
Approved refunds will normally be returned to the original payment method. We will confirm the refund amount and let you know when it has been processed.
The time taken for the funds to appear depends on your bank or payment provider. Store credit will only be offered as an alternative with your agreement.