Returns & refunds

What cannot be returned

Many of our products are time-sensitive or made to order. For hygiene, safety, and quality reasons, the following are generally not eligible for return after they have left our care or been delivered:

• ·Fresh flowers, plants, and perishable floral arrangements
• ·Cakes, desserts, chocolates, and food or beverage hampers
• ·Personalised or custom items (engraving, printed messages, bespoke packaging)
• ·Items marked final sale or non-returnable on the product page

Non-perishable gifts

For eligible non-perishable items (for example sealed accessories or gift items without personalisation), we may accept a return if:

• ·The item is unused, in original packaging, with tags intact where applicable
• ·You contact us within 7 days of delivery (unless a different period is stated at checkout)
• ·We confirm the return by email before you send anything back

Return shipping may be your responsibility unless we sent the wrong item or the product was faulty. We will confirm address and instructions when your return is approved.

Wrong item, damage, or quality issues

If something arrives incorrect, visibly damaged, or clearly not up to the standard described, tell us as soon as you can—ideally within 24 hours of delivery—with your order number and photos if possible.

Depending on stock and your preference, we may offer a replacement (including redelivery where appropriate), a partial refund, or a full refund for the affected items. We may decline claims where issues are reported very late without good reason, or where the product was acceptable but personal taste differed (e.g. flower colour shade in natural products).

Cancellations & changes

You can cancel or request changes before your order is prepared or dispatched. Same-day and scheduled orders move quickly—contact us immediately if you need to cancel.

Once preparation, custom work, or delivery has started, we may be unable to cancel or may only offer a partial refund to cover costs already incurred. Seasonal peaks (e.g. Valentine’s Day) may have stricter cut-off times; we will communicate any special terms on the site or at checkout when they apply.

Delivery problems

If the recipient is unavailable and we cannot complete delivery per our shipping & delivery guidelines, we may attempt redelivery where possible. Additional fees can apply for repeated attempts or address changes made after dispatch.

Refunds for failed delivery are assessed case by case. We are not responsible for delays caused by events outside our control (severe weather, traffic, incorrect address supplied at checkout), but we will always try to find a fair solution.

Refunds & processing time

Approved refunds are returned to your original payment method unless we agree otherwise (e.g. store credit). You will receive an email confirmation when a refund is initiated.

Banks and card issuers typically show the credit within 5–10 business days; some institutions take longer. If you do not see it after that window, contact your bank first, then reach out to us with your order number.

Exchanges

We do not operate a formal exchange service for most products. If you need a different item, the usual path is to return an eligible product (where applicable) and place a new order, or we may arrange a replacement directly when resolving a wrong or faulty delivery.