退换政策

Fresh flowers & perishable items

Because our products are fresh and perishable, we cannot accept returns once an arrangement has been delivered or collected. If your order arrives damaged, incorrect, or does not meet the description shown at checkout, please contact us within 24 hours of delivery with your order number and photos where possible.

Eligibility for a replacement or refund

• Significant damage during delivery (stems broken, arrangement unusable)
• Wrong product delivered (different bouquet, size, or add-on than ordered)
• Non-delivery on the agreed date, where we or our courier are at fault

Minor natural variations in colour, bloom size, or seasonal substitutions may occur. We will always aim to match the style and value of your order.

Non-returnable items

• Custom or made-to-order arrangements once production has started
• Gift cards and digital vouchers
• Non-perishable add-ons opened or used (e.g. vases, candles) unless faulty

How to request help

1. Email [email protected] or use our contact form.
2. Include your order number, delivery date, and a brief description of the issue.
3. Attach clear photos of the product and packaging if relevant.

We will review your request and respond within 2 business days.

Refunds

Approved refunds are returned to your original payment method. Processing times depend on your bank or card issuer and may take 5–10 business days after we confirm the refund. Where appropriate, we may offer a replacement delivery instead of a refund.

Cancellations

Orders may be cancelled for a full refund if we have not yet started preparing your arrangement. Same-day and timed-slot orders may not be cancellable once confirmed. Contact us as soon as possible if you need to change or cancel an order.