Refund & Return Policy

The short version

Flowers are perishable. When something goes wrong on our side we put it right, fairly and quickly. But a return request is not an automatic refund: we will offer the most appropriate resolution for the situation, and a full monetary refund is the last of several options — not the default.

Raise a request within the complaint window, with evidence

Quality and damage claims must be raised within the complaint window shown at checkout (by default, 24 hours of delivery) and supported by a photograph. Because the goods are perishable, a claim that arrives days later, or without evidence, cannot be fairly assessed and may be declined.

How we decide the resolution

Every request is assessed against the reason, the evidence, the delivery record and the order, and resolved with the fairest outcome that fits — in this order of preference:

1. Clarification — we may first ask for a photo or detail. 2. Customer support — many issues are resolved with a quick conversation. 3. Re-delivery — where a delivery can simply be re-attempted. 4. Replacement — fresh goods sent in place of a faulty order. 5. Partial refund — where the goods were usable but the service fell short. 6. Store credit — full value returned to your account, often with a bonus. 7. Full refund — to your original payment method, when nothing else fits.

We choose the resolution; we do not guarantee a full refund simply because a request was submitted. Where the fault is genuinely ours you are always made whole at no cost to you.

When the fault is ours (business, courier or supplier)

If we sent the wrong item, the flowers arrived damaged, the courier delivered late beyond the promised window, or the stock quality was poor, you receive a replacement, store credit or refund at no charge, and we never ask you to pay for collection. Where a courier or supplier caused the problem, that is a matter between us and them — it never affects the resolution you receive.

When the failure was on the customer's side

If a delivery failed because nobody was available, the address was incorrect, or the order was refused without a quality issue, the goods are a perishable loss that cannot be re-sold. In these cases:

• the order is not refundable; and
• a re-delivery or restocking charge applies if you would like the order

re-attempted, as shown at checkout.

What is never refundable

• Change of mind after a correct delivery.
• Natural variation in colour, size or bloom openness.
• Deterioration after the complaint window, or caused by how the flowers were

kept after delivery.

How a return is handled

1. Raise a request from your order, choose a reason, attach a photo. 2. Automatic assessment proposes the fairest resolution immediately. 3. Review by our team, usually the same day; larger cases are checked by a person. 4. Collection & inspection, only where the goods need to come back. 5. Resolution — re-delivery, replacement, store credit, partial or full refund, or a reasoned decline.

Refund and credit timing

Store credit is applied to your account immediately on approval. Monetary refunds are issued to the original payment method within 5–7 working days; your bank may take a little longer to show it. Any delivery charge you paid is refunded whenever the fault was ours.

Cancelled orders

An order cancelled before preparation begins is refunded in full. See our Cancellation Policy.