What is the 100% Happiness Guarantee
The happiness guarantee is our promise that if you are unhappy with your product for certain reasons, we will add store credit to your account for you to use within 12 months.
What reasons apply to the 100% Happiness Guarantee?
Goods not as ordered (different product or different size)
Missing Gifts (an item is missing from a successful delivery)
Delivery has not been made, and the address given was correct
Flowers/Plants have arrived in poor condition
- There is damage to flowers that significantly impacts the overall appearance of the bouquet
Item has not lasted as long as it should - typically 5 or 7 days
How much store credit is awarded?
Flowers arrived poor, or not lasted the guaranteed period:
If the issue is significant we will add credit for the item in question plus £10. If we deem the issue to be minor (for example one or two stems affected), we will award 50%, or on some ocassions 25% of the amount paid for the item. For more details please ses Product Quality section below.
Bouquet not as ordered (different product):
We will add credit for the item in question plus £10. If minor stems have been substituted, and you were not notified of this, themn we will add 25% of the item value.
Bouquet not as ordered (incorrect size):
We will add the price of the difference between what was ordered and what was received, plus an additional £10
Missing or Damaged add-on items (for example chocolate, alcohol)
We will add the value of the item plus £10
Non Delivery:
If the item has been lost in the courier network and is not going to arrive, we will add store credit for the order vlaue plus £10. Please note late deliveries are not considered non deliveries.
Product Quality
At Appleyard Flowers, we celebrate the natural beauty of living flowers. Since our bouquets are composed of organic botanical products, they are subject to the unique variations of the natural world. Every stem has its own character and lifecycle. We intentionally curate our arrangements to evolve in your care, often featuring a blend of immediate blooms and stems still in bud to ensure lasting enjoyment.
Similarly, there are many environmental factors that can affect our arrangements, for better and for worse.
This policy is designed to help you understand the natural lifecycle of your flowers and to provide a fair and transparent guide for those rare occasions when an arrangement does not meet our standards for freshness and longevity.
Condition Upon Arrival: What is Normal?
The following are natural occurrences and are not considered defects:
Guard Petals: You may notice the outer petals of roses look slightly thick, greenish, or even bruised. These are "Guard Petals" left on intentionally to protect the delicate inner bloom during transit. Simply peel them away to reveal the pristine flower, or leave them as they are - they will be less prominent as the rose blooms.
Stem Surface Residue: As stems are kept in a moist environment to stay hydrated, you may occasionally see minor surface mold or "fuzz" at the very bottom of the stems. This is harmless and is naturally removed when you perform the mandatory 1-inch stem trim before placing them in water.
Discoloured Leaves: When flowers are cut, the natural flow of growth hormones from the root to the leaf is interrupted. This can cause individual leaves to lose their green pigment faster than the rest of the bouquets
Thirsty Blooms: Some flowers may arrive looking slightly "limp." This is not a sign of dying; they are simply thirsty after their journey. After a fresh trim and 12 hours in clean water, they will fully hydrate and perk up.
Variations of Shade: Shades of stems may vary and as such, if the shade does not match the images on the website, within reason, this is considered normal.
Blackened Edges on Rose Petals: this is a natural characteristic of high pigment rose varieties. These dark edges, sometimes known as ‘burning’ are part of the flower’s natural texture and not a sign of poor health or age.
While we strive for perfection, please note that these specific instances are not classified as quality defects.
Condition After Arrival
Staggered Blooming
We design our bouquets to be a living display that evolves over time.
Early vs. Late Bloomers: We intentionally mix "Early Bloomers" (e.g. Roses) for immediate impact with "Late Bloomers" (e.g. Lilies) that arrive in bud form.
While we will happily compensate for flowers not lasting as promised, we don’t consider staggered blooming a defect.
Compensation Policy
Compensation is reserved for quality failures that impact the overall decorative value of the bouquet. As flowers are living, perishable products, we require any quality concerns to be reported as soon as the issue is noticed, accompanied with a picture taken during the bouquet’s advertised freshness period.
Flowers need care throughout their lifespan. Minor cosmetic issues that can be resolved with standard care, such as removing guard petals, trimming stem bases, or snipping a single faded bloom are considered the responsibility of the recipient.
What if my issue is not one of these reasons?
If you have a different issue with your order, please get in touch with our customer service team and we will review and compensate as appropriate.
How do I claim my 100% Happiness Guarantee?
In the order history in your account area, alongside any item delivered in the last 8 days is the option to automatically claim your store credit. Unless referred, the decision and allocation of credit is immediate.
Photographs and Evidence
Pictures must accurately reflect the issue.
What if I don’t want store credit?
You may be entitled to a reorder or a refund. If you would prefer this, then please contact the customer service team through the help page so they can assist you. You can do this by selecting that you need more help at the bottom of this article.
Does store credit expire?
Our store credit lasts for 12 months.
What can I use store credit on?
Store Credit can be used on anything except subscription products.
Unlike discount codes, store credit can be used on items that have already been discounted. It can also be used in conjunction with discount codes. It can not be used on subscriptions.
I processed my Happiness Guarantee but compensation (credit, refund, or re-order) has been denied
Not all Happiness Guarantee claims are processed immediately. Some are automatically referred for review. A claim being referred is not an implication of wrongdoing or dishonesty.
Following investigation, the happiness guarantee will either be processed or declined. Reasons for a declined claim include:
Situations where we are repeatedly unable to fulfil a customer’s expectations
Situations detailed in the Product Quality section above
Serial usage
Issues beyond the control of the company or its supply chain
Dissatisfaction with pricing, where you have received the correct items
Spurious or dishonest claims.
Furthermore, if the above criteria are found to be in evidence on previously accepted happiness guarantee claims, allocated store credit may be removed from an Appleyard account and, in extreme cases, we may refuse to process any further orders for the individual or to use previously used delivery addresses.
All decisions will be made in keeping with your rights as set out by the Consumer Rights Act.
Refund Fraud
Refund fraud is a type of payment fraud in which an individual or a group of people falsely claim a refund or reimbursement from a company, government organisation, or financial institution.
We use data analysis and fraud prevention tools to protect ourselves from this type of fraud. If we feel there is sufficient evidence that a claim is dishonest, we may pass this information to a law enforcement agency. This will be done within the framework of current data protection laws.
Can I appeal a declined claim?
If we decide to decline a Happiness Guarantee claim, the customer may appeal in writing to:
Ecomnova Customer Service
Vine Nurseries
Spout Lane
Stanwell Moor
TW19 6BN