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. All complaints are considered on their own merits and our decisions are discretionary. However as a guide:
Quality Complaints (flowers/plants) – on arrival: if you are unhappy with the appearance of your order, please send a picture via the help centre or by email. Our product quality specialist will look at this and advise accordingly. If we agree that a product is in poor condition, then we will offer rectification. Typically this will be in the form of a replacement, full or partial refund or store credit. Complaints must be made within 7 days of items arriving.
Items not as described: If you have received the wrong product, we will happily give you a replacement or refund.
Incorrect size: If you have received the incorrect size, then we will refund you the cost of the size difference, as well as store credit for the same amount so you can have a free size upgrade on your next order.
Flowers and plants not lasting long: Most of our flowers or plants are guaranteed to last 7 days. There are a few exceptions – some which we guarantee longer and some shorter. Typically, beyond 7 days we consider product care the responsibility of the recipient. Help with flower care can be found elsewhere in our help centre. We will typically offer a replacement or refund.
Items blooming at different times: Our stems are sent out in bud, semi-bud or sometimes in bloom.