100% Happiness Guarantee
Appleyard London believe that everyone should have a little luxury in their life. We apply the same level of care and attention in our customer service as we do in selecting and arranging our luxury flowers.
We want to make sure your recipient is delighted with their gift and you are a 100% happy. If you feel something isn't right, our friendly Customer Experience team are available to chat via email, live chat or on the phone, and love to go the extra mile to ensure you're happy.
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 your order or reimburse you via store credit or a refund.
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 are not happy, we will happily give you a replacement or reimburse you via store credit or a refund.
If you have received the incorrect size, we will add the cost of the size difference as credit to your account with us, plus an additional £10 credit.
Flowers and plants not lasting long:
Our flowers or plants are guaranteed to last 5 or 7 days, depending on the bouquet. Beyond this 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 reimburse you via store credit or a 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. An exception to this is if you have paid extra for a designed gift card.
Missing additional gifts:
If you do not receive an add-on gift (e.g. wines, chocolates, vases), we can arrange for the gift to be sent out, or reimburse you via store credit or a refund for the value 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.