Returns & Refunds

Perishable Nature of Flowers

As fresh flowers are perishable goods, we are unable to accept returns of bouquets unless they arrive damaged, wilted, or significantly different from what was ordered. This is in accordance with UK consumer rights legislation for perishable items.

Eligibility for Refund or Replacement

You are eligible for a full refund or free replacement if:

• The flowers arrived visibly wilted, dead or damaged on delivery.
• Your order arrived more than 3 hours outside the agreed delivery window without prior notification.
• The arrangement delivered was materially different from what you ordered (e.g., wrong flowers or wrong colour palette).
• The order did not arrive at all on the confirmed delivery date.
• The personalised message card contained incorrect text.

How to Report an Issue

To raise a complaint or request a refund/replacement, please contact us within 24 hours of delivery:

• Phone: +61 2 4567 8899 (Mon–Sat 8am–7pm, Sun 9am–4pm)
• Email: info@londonevrepairs.com
• Online: Contact form

Please include your order reference number, your name, the delivery date, and where possible, one or more photographs of the flowers received. This helps us resolve your issue swiftly and improve our quality control.

Resolution Timeframes

Issue Type	Our Response Time	Resolution
Damaged / wilted flowers	Within 2 hours (business hours)	Replacement or full refund
Wrong arrangement delivered	Within 2 hours (business hours)	Re-delivery of correct order or refund
Late delivery (3+ hours)	Within 4 hours (business hours)	Partial refund of delivery charge
Non-delivery	Same business day	Priority re-delivery or full refund
Incorrect message card	Within 24 hours	Replacement card or partial refund

Order Cancellations

You may cancel your order for a full refund provided you notify us before your order is prepared:

• Same-day orders: Cancel by 10:00am on the day of delivery.
• Next-day orders: Cancel by 3:00pm on the day prior to delivery.
• Scheduled orders: Cancel at least 48 hours before the scheduled delivery date.

Cancellations made after these times may incur a preparation fee of up to 30% of the order value, as your bouquet may already have been crafted.

Refund Processing

Once a refund is approved by our team, it will be processed via the original payment method within 3–5 business days. Bank processing times may vary.

Refunds are issued in full for the product value. Delivery charges are refunded in the event of non-delivery or a fault attributable to London Florals.

Subscription Orders

Monthly flower subscription cancellations must be submitted at least 7 days before your next scheduled delivery date to avoid being charged for that cycle. To cancel, contact us by phone or email.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For independent advice, you can contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.

Contact Us

London Florals
15 Hive Road, London, EC1A 1BB
Phone: +61 2 4567 8899
Email: info@londonevrepairs.com

Policy last updated: January 2026