We pride ourselves on delivering beautiful long lasting flowers on time. For the rare occasions we fall short, we have the 100% Happiness Guarantee. If you're not happy with the service you've experienced, we'd like the chance to put it right.



Our Happiness Guarantee to you

If you're a customer and the recipient has received your order in the last 8 days, and are unhappy for the following reasons only:

  • Flowers or plant have arrived looking poor

  • There is damage to flowers that significantly impacts the overall appearance of the bouquet

  • An item is missing from your order

  • An item arrived damaged in your order

  • Flowers have not lasted as long as they should - 7 days in most cases, 5 days is the case of spring flowers (eg tulips, daffodills or hyacinths) or dyed flowers (eg rainbow flowers, blue/black roses) which are not expeected to last as long.

  • You have received the wrong item

  

Please use the instructions below and we will add credit to your account up to the value of the affected items plus an extra £10. If an issue is deemed minor and does not affect the overall effect of the bouquet, we may add 50% of the value


If you have received the wrong size bouquet, we will add the value of the size upgrade as credit to your account with us, plus an additional £10.


If your order has been delivered late, please contact us.


How to redeem

Below are the 4 quick steps on how you can claim your Happiness Guarantee if you're the customer. If you're the recipient of the gift, you can still redeem your Happiness Guarantee. To do this, please contact our customer service team who will be happy to help.

 

Step 1 - Login

Login to your Appleyard account and click on the view order button from the recent orders section. You can access your Appleyard account using the email address the order was placed with, if you did not set a password please reset it here


Login

 


Step 2 - Choose order

Click on “Redeem Happiness Guarantee”. Please note this option is only visible if your planned delivery date was in the last 8 days.

 

Step 3 - Provide details of the issue

Select a Reason for redeeming your 100% Happiness Guarantee, ensuring you fill in any subsequent boxes. Please upload a picture of the affected items if asked to do so. 

 

Step 4 - Receive store credit & enjoy!

Send your request. You’ll then receive your email from Appleyard London confirming the store credit has been added to your account for immediate use.

 

For information on how to use store credit see click here


For other complaints please proceed to our contact form and select the relevant reason. Please be aware that we may take a little longer to get back to you during peak times (Valentine's Day, Mother's Day and Christmas).

 

Please note that if you do not wish to have credit applied to your account, you are able to request a refund by filling in the contact form and selecting ‘unhappy with order’ and the specific issue. This can take up to 3 working days to process and you may need to discuss this with an agent. Please be aware that this may take longer during busy periods including Valentine’s Day, Mother’s Day, and Christmas.