Refunds and cancellations

1. Cancelling before the florist starts

You can cancel free of charge at any time before a florist has accepted and started your order. For orders placed for a later date, that is normally until the morning of the delivery day. Anything you have paid is refunded in full.

2. Cancelling after the florist starts

Once the arrangement is being made, the stems have been bought and cut for you. We can still cancel, and we refund the delivery fee and any amount above the cost of the arrangement, which we will confirm with you before proceeding. Once the order is out for delivery it can no longer be cancelled.

3. If something is wrong

Tell us within 24 hours of delivery from your tracking page, with a photograph. We compare it with the photograph we approved before dispatch and put things right on the same day where we can. Depending on what happened, that means a replacement arrangement, a partial refund or a full refund. Our standards are ours to enforce, so you do not have to argue with the florist.

• Not what was ordered, or below our standard: replacement or full refund, your choice.
• Delivered late, outside the window you chose: delivery fee refunded, and more where the occasion was missed.
• Flowers wilted within two days despite following the care card: replacement.
• Recipient unavailable and unreachable at the number given: we attempt redelivery; a second attempt may carry the delivery fee again.

4. How refunds are paid

Card payments are refunded to the same card, usually within five to ten working days depending on your bank. Payments made on delivery are refunded by bank transfer to an account in your name. Corporate accounts receive a credit note against their next invoice.

5. Subscriptions

Pause or cancel from the link in your confirmation. Deliveries not yet started are not charged. A delivery already being made follows the rules above.

6. Contact

The fastest route is the message box on your tracking page, which reaches our team immediately. See also our terms of service.