We strive to ensure all of our customers receive their order on time and in excellent condition. However we deal with live and perishable products and send them via courier services. Therefore we appreciate that there will be rare but inevitable circumstances where we do not achieve this.
If you have a complaint regarding our services please do not hesitate to contact us and we will help to put it right.
All complaints are considered on their own merits and our decisions are discretionary. However as a guide, please see below for instances which you may want to speak to us about.
Quality complaints on arrival (flowers/plants):
If you are unhappy with the appearance of your order, please attach a picture on the contact form or by sending an email. Our product quality specialist will look at this and advise accordingly. If we agree that the product is in poor condition, then we will offer rectification. Typically this will be in the form of a replacement, full / partial refund or store credit. Complaints must be made within 7 days of items arriving.
Items not delivered:
If we have failed to deliver to the recipient or leave the order in a safe place, we will happily replace or refund you.
Items not as described:
In some instances we may replace stems that may have gone out of stock with one of equivalent value or description. However, if you have received the wrong product and not happy, we will happily give you a replacement or refund.
If you have received the incorrect size, we will refund you the cost of the size difference, as well as store credit for the same amount so you can have a free size upgrade on your next order.
Flowers and plants not lasting long:
Most of our flowers or plants are guaranteed to last 7 days. There are a few exceptions - some which we guarantee longer and some shorter. Typically, beyond 7 days we consider product care the responsibility of the recipient. For additional help with flower & plant care essentials, please visit the Flower Care page. We will typically offer a replacement or refund.
Stems blooming at different times:
Our stems are sent out in-bud, semi-bud or sometimes in bloom depending on the needs and fragility of the stem in question. We can't guarantee that different stems will bloom in unison.
Missing or lost gift message:
Customers are not charged for gift messages, so we do not consider them to have monetary value.
Missing additional gifts:
If you do not receive an add-on gift (e.g. wines, chocolates, vases), we will refund you the price of the gift.
Please note that we understand that flowers and gifts are often bought for emotional or special occasions, we sympathise on instances where this occurs and offer appropriate compensation for the distress caused.
Perishable items and personalised gifts are exempt from Distance Selling Regulations so items can not be returned due to a change of mind.