If something goes wrong

If the flowers arrive damaged, wilted, materially different from what you ordered, or do not arrive at all, we remake and redeliver the order or refund it in full. Your choice, not ours.

The window is 48 hours from delivery. That is not a legal technicality — it is how long it takes for a problem caused in transit to be distinguishable from a vase left next to a radiator. Report it inside 48 hours with a photograph and the conversation is short.

Contact us with your order reference and a photograph of the arrangement as it arrived. The reference is on your confirmation and begins PK-.

Nothing needs to be returned. Posting cut flowers back would ruin them and demonstrate nothing about their condition on the day. A photograph settles it, and it settles it in the customer’s favour far more often than people expect.

Free of charge any time before the florist has started work. In practice that means up to 24 hours before the delivery date, or before the same-day cut-off if you ordered for today.

After that the stems have been bought and cut for your specific order and cannot be resold, so cancellation is assessed case by case — we will usually still do something, but we cannot promise a full refund on flowers already in a florist’s hands. Changing the delivery date, address or message card is almost always possible; ask.

UK and EU consumer law gives you 14 days to change your mind on most online purchases. Perishable goods are one of the specific exceptions, and cut flowers are perishable, so the statutory right does not apply to an arrangement already made.

We are telling you that rather than staying quiet about it, because the guarantee above is what actually protects you here and it is more useful than the statutory right would have been. Nothing on this page limits your legal rights where they do apply.

• Normal variation in a hand-made arrangement — see substitutions.
• Flowers reported more than 48 hours after delivery.
• An incorrect or incomplete delivery address supplied at checkout, where the florist attempted delivery in good faith. We will always try a second time first.
• Deterioration after delivery caused by heat, direct sun or the water not being changed. Care instructions are on every product page.

We issue it to the original payment method within 3 working days of agreeing it. Your bank then takes its own time — typically 3 to 10 working days, longer for some cross-border card issuers. We cannot speed that part up, but we can tell you the exact date we sent it.

Ask for the complaint to be escalated and a named person will review it and reply within 5 working days. If we still cannot agree, this does not affect your right to pursue the matter through your local consumer-protection body or your card issuer’s chargeback process.