Refund Policy

Refund and Returns Policy

We want you to be happy with your order. If there is any issue with your flowers or other products, please contact us as soon as possible at londonfloralco@gmail.com.

Fresh flowers and bespoke arrangements

Due to the perishable nature of fresh flowers and bespoke floral arrangements, we are unable to accept returns or cancellations for change of mind once the flowers have been prepared, dispatched, or delivered.

For fresh flowers, please inspect your order upon delivery and contact us within 24 hours of receipt where possible if the flowers are damaged, defective, incorrect, or not as described. Please include your order number, proof of purchase, and clear photos of the issue so we can assess it quickly.

If your claim is accepted, we may offer a replacement, partial refund, or full refund depending on the circumstances.

This does not affect your statutory rights.

Online orders and cancellation rights

For most non-perishable products purchased online, you may have the right to cancel your order within 14 days of receiving the goods, even if the item is not faulty.

However, this cancellation right does not usually apply to fresh flowers, perishable goods, or bespoke/custom-made floral arrangements, unless the item is faulty, damaged, incorrect, or not as described.

To cancel an eligible non-perishable order, please contact us at londonfloralco@gmail.com within 14 days of receiving your order.

Non-perishable items

For non-perishable items, such as accessories or other products, you may request a return by contacting us at londonfloralco@gmail.com.

To be eligible for a change-of-mind return, the item should be unused, in the same condition that you received it, and in its original packaging where possible. You will also need proof of purchase.

After notifying us that you wish to cancel or return an eligible non-perishable item, you should return the item to us within 14 days.

Please contact us before sending any item back. Items returned without first requesting a return may not be accepted.

Damaged, faulty, or incorrect items

Please inspect your order when it arrives. If the item is damaged, defective, incorrect, or not as described, please contact us immediately at londonfloralco@gmail.com with your order details and photos of the issue.

Where appropriate, we will arrange a replacement, partial refund, or full refund.

Return delivery

For London deliveries, we may arrange collection from your address where a return is required.

If the item is faulty, damaged, incorrect, or not as described, we will be responsible for reasonable return costs where a return is required.

For eligible non-perishable items returned because of a change of mind, the customer may be responsible for the return delivery cost unless otherwise agreed.

Refunds

Once your refund has been approved, we will process it to your original payment method within 3 business days. Please note that your bank or card provider may take additional time to process and show the refund in your account.

If more than 10 business days have passed since we approved your refund, please contact us at londonfloralco@gmail.com.

Statutory rights

Nothing in this policy affects your statutory rights.