During our peak seasons (Christmas, Valentines and Mothers's Day), we experience a much higher volume of contacts from customers. Therefore we strongly advise you use our automated Happiness Guarantee process to get issues resolved faster.
We pride ourselves on delivering beautiful long lasting products 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 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 or plants have not lasted as long as they should - the guarantee period depends on the bouquet.
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
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.
