Refund policy

Although we do our best to ensure that this does not happen, on very rare occasions, flowers & plants arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:

   * a re-send on the next available delivery date; or

   * a full or partial refund (% refund depends on the specific circumstances of the issue).

Typically we will not offer both a refund and a resend. Where flowers have been damaged we will normally ask for them to be returned or for photographs clearly showing the problem so we can use them to determine what is going wrong with our system, and to claim compensation if possible from our courier (as appropriate). It is important that we are contacted as soon as possible regarding issues. We need to be informed of any issues within 24 hours of the delivery to give us the best chance of successfully resolving the issue. We will, at our discretion consider issues raised after the 24 hours deadline but reserve the right to refuse the options of refunding or resending the order.

In the event that a small item, such vase or bottle, should arrive damaged or be missing, we probably will be unable to resend that item but would be happy to refund its value.

If we believe that there has been an abuse of our 100% Satisfaction Guarantee/Damaged flowers policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to resend flowers and to refuse to take orders from customers. If we make such a decision, we will inform the customer of our decision in writing, via email or over the telephone. It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.