Occasionally for reasons usually beyond our control our deliveries can arrive late or damaged. If this is the case you are entitled to the following refunds :-
All delayed items must be reported within two working days of your requested arrival date for us to take any action.
If for any reason a delivery attempt has not been made on your chosen date and time slot you are entitled to a refund for the cost of delivery only, not a full refund. If when you placed your order there was no additional delivery cost associated with your order we will refund you £5 as a token gesture for the inconvenience caused. No other refunds are given for late deliveries.
If due to the late arrival the goods are less than satisfactory we will always offer a suitable re-delivery or credit on a case by case basis, we are unable to give full refunds for late delivery under any circumstances.
In our Terms there are several regions listed that require up to two days to deliver to. We are unable to offer refunds for late deliveries to these areas.
All damaged or missing items must be reported to us within two working days of your order arriving for us to take any action.
If an item is missing from your order or damaged we will offer a replacement at no extra cost. If this is unacceptable a partial credit note or proportional refund will be offered on a case by case basis.
All issues relating to orders being left safe or with a neighbour must be reported to us within two working days of the requested arrival date for us to take any action.
If your order can not be found a full investigation will be launched to determine exactly where it was left, if after providing more details the order is still lost we will either resend or provide you with a credit note. Unfortunatly as we have proof of delivery a full refund will not be given.
All issues relating to orders being delivered to a 3rd party must be reported to us within two working days of the requested arrival date for us to take any action.
If your order was not made available to the intended recipient after being delivered to a 3rd party location we are unable to offer you a refund, credit note or resend.
If due to availability of flowers on the day we are unable to fulfil your order exactly we will endeavor to make contact with you to discuss the alternatives, failing that we will always send out an alternative bouquet of at least the same value. No refunds, credit notes or resends will be given under these circumstances.
If you have a complaint about our service please contact us as soon as possible so we can put into action a fair, confidential and effective complaint procedure. If your query concerns damage or non delivery of your order we will give the matter particular urgency and investigate the given circumstances fully.
We endeavour to respond to all complaints within two working days and resolve complaints within five working days.
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