Legal
Refunds & Cancellations
Last updated: 24 September 2026
Every piece we create is made to order and personalised for you. This page explains what happens if you need to change or cancel, and what to do if something isn’t right.
Personalised and made-to-order items
Bouquets, tributes, favours and gifts made to your specification or personalised with names, numbers, messages or chosen colours are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013. Fresh flowers are also exempt because they deteriorate quickly. This means we can’t offer refunds if you simply change your mind once your order has been confirmed.
Changing or cancelling an order
- Message us as soon as possible. If we haven’t started making your order, we’ll do our best to change the details or cancel it.
- If materials have already been bought or personalised (for example, printed ribbons, names or banners), we may keep a portion of the payment to cover those costs.
- Changes to the date or details within 72 hours of your collection or delivery may not be possible.
Event styling, proposals and hotel rooms
- A deposit is required to secure your date. The amount will be confirmed in your quote.
- The deposit is non-refundable, because we reserve the date and buy materials for you.
- If you need to move your date, let us know as early as you can. We’ll try to transfer your booking to a new date, subject to availability.
- If we ever have to cancel for reasons within our control, you’ll get a full refund of everything you’ve paid.
If something isn’t right
Your statutory rights are not affected. If your order arrives damaged, faulty or not as described, please contact us within 48 hours (or on the day for fresh flowers) with photos. We’ll put it right with a repair, replacement or refund.
Deliveries
Please make sure your delivery address and date are correct and that someone is available to receive the order. If a delivery can’t be completed because of incorrect details or nobody being available, a re-delivery charge may apply. Fresh flowers can’t be re-delivered once they’ve been out for delivery.
How refunds are paid
Approved refunds are returned to your original payment method within 14 days.