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. All complaints are considered on their own merits and our decisions are discretionary. However as a guide:
Quality Complaints (flowers/plants) - on arrival: if you are unhappy with the appearance of your order, please send a picture via the help centre or by email. Our product quality specialist will look at this and advise accordingly. If we agree that a product is in poor condition, then we will offer rectification. Typically this will be in the form of a replacement, full or partial refund or store credit. Complaints must be made within 7 days of items arriving.
Items not as described: If you have received the wrong product, we will happily give you a replacement or refund.
Incorrect size: If you have received the incorrect size, then 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. Help with flower care can be found elsewhere in our help centre. We will typically offer a replacement or refund.
Items 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 unfound Gift Messages: Customers are not charged for gift messages, so we do not consider them to have monetary value.
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.
Missing additional gifts: If you do not receive an add-on gift, we will refund you the price of the gift.
Please note that we understand that flowers and gifts are often bought for emotional occasions, we do compensate for distress caused by the delivery or non-delivery of our products.
Perishable items and personalised gifts are exempt from Distance Selling Regulations so items can not be returned due to a change of mind.