Refunds and cancellations

Flowers are made to order and they do not keep, so this page says plainly what can be changed, what can be refunded, and how. If anything here does not fit your situation, phone Anne. She would rather talk it through.

Changing or cancelling an order

Reach us before 11:00 am on the day before delivery and we can change anything (the date, the address, the card message) or cancel it, and a cancelled order is refunded in full.

After that, the flowers are being conditioned and the arrangement is being made, so we may not be able to cancel without a charge. If it is close to the day, phone rather than email.

Subscriptions are prepaid, and the run is set once it starts. If something comes up, phone Anne.

If something arrives wrong

If an arrangement arrives damaged or wilted, or is not what you ordered, tell Anne within 24 hours of delivery. Send a photograph of the whole arrangement with the problem in it. We need the photograph to replace or refund it, and Anne will do one or the other that week.

We cannot judge a bouquet a week or two after it was delivered, which is why the window is short.

Substitutions

What is good changes every week. If a flower is not good enough to send, Anne puts in something of equal value that suits the arrangement. A substitution like that is not a reason for a refund. If one particular flower matters to you, tell us before you order.

When a delivery cannot be completed

• Anne works out the delivery time and place with the recipient, and does not set out until she has confirmed with them.
• If she cannot reach them, she contacts you, and the two of you settle on another day or a refund.
• Flowers left where the recipient asked for them are delivered. We are not able to refund them after that.
• If the recipient refuses the flowers, we cannot refund them.
• If the address you gave us is wrong, the flowers cannot be refunded. If they can still reach the right address the same day, we will take them there for a second delivery fee.
• If weather closes the road and the run cannot happen, we phone you, and you choose between the next available day and a full refund.

Funeral, wedding and event work

Funeral pieces are quoted by Anne before anything is made, and anything to do with a service should be arranged by phone. Wedding and event work runs on its own written quote, agreed before anything is booked, and its terms are in that quote.

Gift cards

Gift cards are not refundable, but they never expire and carry no fees.

How refunds are paid

Refunds go back to the card you paid with. Your bank usually shows them within 5 to 10 business days.

The full terms you agree to when you order are on the Terms of sale page.