RETURN & REFUND POLICY

Last updated: 22 August 2026

At London Event Florist, every bouquet and floral arrangement is made with care using fresh, seasonal flowers.

Because flowers are natural and perishable, returns and refunds work differently from ordinary non-perishable products. This policy explains what happens if you need to cancel an order, if something arrives damaged, or if there is another problem with your purchase.

Nothing in this policy affects your statutory rights under UK consumer law.

1. FRESH FLOWERS AND PERISHABLE GOODS

Fresh flowers, plants and other rapidly perishable products are exempt from the standard 14-day change-of-mind cancellation right that applies to many online purchases.

This means that once fresh flowers have been prepared or supplied, we are not normally required to accept a return simply because you have changed your mind.

However, this does not affect your rights if your flowers are damaged, faulty, materially not as described or otherwise fail to meet the standards required by law.

2. CANCELLING A STANDARD FLOWER ORDER

We understand that plans sometimes change.

For standard flower orders, we will normally try to accept a cancellation if you contact us at least 24 hours before the intended delivery date and we are reasonably able to stop preparation of the order.

Please contact:

hello@london.florist

or

07407 227724

as quickly as possible.

If your cancellation is accepted before flowers or other materials have been specifically purchased or prepared for your order, we will normally provide a full refund.

3. SAME-DAY AND NEXT-DAY ORDERS

Same-day and next-day flower orders often move into preparation very quickly.

For this reason, once we have begun purchasing, conditioning, arranging or dispatching flowers for an urgent order, cancellation may no longer be possible.

If you need to make a change, contact us immediately and we will tell you what can reasonably be done.

4. AMENDING AN ORDER

If you need to change:

• The delivery date
• Recipient name
• Delivery address
• Telephone number
• Card message
• Bouquet size
• Colour preference
• Other order information

please contact us as soon as possible.

We will always try to accommodate reasonable changes before the order has been prepared or dispatched.

Changes requested after preparation has begun may not always be possible.

5. FLORIST'S CHOICE ORDERS

Florist's Choice is intentionally created using the flowers our florists consider particularly beautiful at the time.

You may provide a colour direction, occasion and other preferences, but exact individual flower varieties are not guaranteed.

A Florist's Choice arrangement is not considered faulty or incorrectly supplied simply because it contains different flower varieties from another Florist's Choice bouquet or from an illustrative photograph.

We will, however, take reasonable care to follow any preferences that we have expressly agreed to accommodate.

6. SEASONAL FLOWER SUBSTITUTIONS

Flowers naturally change with the seasons and market availability.

Where a particular flower shown in a product photograph is unavailable, unsuitable or not of sufficient quality, we may substitute another flower of equivalent or greater quality and value.

Our aim is to preserve the overall:

• Colour palette
• Style
• Character
• Scale
• Quality
• Value

of the design ordered.

A reasonable seasonal substitution is not in itself grounds for a refund.

If a necessary substitution would materially change the nature of your order, we will try to contact you before proceeding where reasonably possible.

7. IF YOUR FLOWERS ARRIVE DAMAGED OR IN POOR CONDITION

We want your flowers to arrive looking as good as they did when they left our florist.

If an arrangement arrives damaged or in unexpectedly poor condition, please contact us as soon as reasonably possible.

Because flowers are perishable, contacting us within 24 hours of delivery is particularly helpful and gives us the best opportunity to understand what happened.

Please provide where possible:

• Your order number or purchaser's name
• A description of the problem
• Clear photographs of the flowers
• Photographs of relevant packaging where appropriate

We will review the circumstances fairly.

8. INCORRECT ORDERS

If we have supplied the wrong product, materially incorrect size, incorrect agreed colour direction or another significant element of the order incorrectly, please contact us promptly.

Where we are responsible for the error, we will provide an appropriate remedy.

Depending on the circumstances, this may include:

• Replacement flowers
• Redelivery
• Partial refund
• Full refund
• Another reasonable solution agreed with you

9. REFUNDS AND REPLACEMENTS

Where flowers are faulty, damaged, materially not as described or otherwise do not meet applicable legal requirements, your consumer rights apply.

Depending on the circumstances and applicable law, an appropriate remedy may include:

• A replacement bouquet or arrangement
• Replacement of affected flowers
• Redelivery
• A partial refund
• A full refund

We will consider each case on its individual circumstances.

Nothing in this policy restricts rights that cannot legally be excluded.

10. NATURAL VARIATION IS NOT A DEFECT

Fresh flowers are natural products.

Individual stems can vary in:

• Shape
• Size
• Colour
• Degree of openness
• Texture
• Development

Some flowers may arrive relatively closed or in bud so that they continue opening after delivery.

Natural variation does not normally mean that a product is faulty.

11. FLOWER LIFESPAN

Different flower varieties naturally have different vase lives.

How long flowers remain at their best also depends on factors such as:

• Room temperature
• Direct sunlight
• Water quality
• Vase cleanliness
• Regular water changes
• Placement near heating or draughts
• Flower variety

Please follow the care instructions provided with your flowers or available through our Flower Care Guide.

A flower finishing naturally after a reasonable period is not necessarily evidence that the bouquet was faulty when delivered.

12. DELIVERY PROBLEMS

If an order has not arrived when expected, please contact us so that we can investigate.

Unless a specific timed delivery has been expressly agreed, normal delivery times are not guaranteed to an exact hour.

Where delivery on a particular date or at a specific time has been expressly agreed as essential, your applicable legal rights remain unaffected.

13. INCORRECT DELIVERY INFORMATION

Customers are responsible for providing accurate delivery information.

This includes:

• Recipient name
• Full address
• Postcode
• Telephone number where requested
• Venue or business name where applicable
• Relevant delivery instructions

If delivery cannot be completed because the information supplied was incorrect or incomplete, a refund may not be available for the flowers because they were prepared specifically for the order.

Where possible, we may offer redelivery subject to an additional reasonable delivery charge.

14. IF THE RECIPIENT IS NOT HOME

If nobody is available to accept the flowers, our delivery team may, where reasonable:

• Contact the recipient
• Contact the purchaser
• Leave the flowers safely
• Leave them with a neighbour
• Deliver them to reception, concierge or security
• Follow delivery instructions provided with the order

If the flowers have been delivered appropriately according to the information supplied, this will normally constitute a completed delivery.

15. HOTELS, OFFICES, HOSPITALS AND VENUES

For deliveries to hotels, offices, hospitals, restaurants, venues and similar organisations, delivery may be completed by handing the flowers to reception, concierge, security or another person reasonably authorised to accept deliveries.

Once the flowers have been appropriately accepted at the requested location, responsibility for getting them to the intended recipient may rest with the venue or organisation.

We cannot normally refund an order solely because the venue subsequently failed to pass the flowers to the recipient.

16. PERSONALISED AND BESPOKE FLOWERS

Some products are created specifically to a customer's requirements.

This may include arrangements involving:

• Specific dimensions
• Unusual quantities
• Bespoke containers
• Specific colours or varieties specially sourced
• Personalisation
• Custom installations

Where products have been clearly personalised or made to specification, ordinary change-of-mind cancellation rights may not apply.

If we have already purchased special materials or begun creating a bespoke order when you cancel, any amount retained will be limited to reasonable losses and costs that we cannot recover.

This does not affect your rights if the product itself is faulty or not as agreed.

17. WEDDINGS, EVENTS AND INSTALLATIONS

Weddings, events, Christmas installations, corporate projects and other substantial bespoke work will normally be governed by a separate quotation, proposal or project agreement.

Cancellation arrangements for those projects may take into account:

• Work already completed
• Flowers and materials specifically purchased
• Third-party costs
• Labour already committed
• Non-recoverable expenses
• The extent to which we are able to reduce our loss or rebook the date

Cancellation charges will not automatically equal all money paid simply because a payment has been described as non-refundable.

For consumer contracts, any amount retained should be fair and proportionate to the genuine loss resulting from cancellation.

18. IF WE CANCEL AN ORDER

Very occasionally, circumstances may mean that we are unable to fulfil an order.

This might include:

• An unexpected supply problem
• Serious delivery disruption
• An event outside our reasonable control
• An obvious pricing error
• Circumstances making safe or lawful fulfilment impossible

If we cannot fulfil an order that you have paid for and cannot provide an acceptable alternative, we will refund the amount paid for the part of the order we cannot provide.

Where appropriate, we may first offer an alternative flower arrangement, delivery date or other solution for you to consider.

19. NON-PERISHABLE PRODUCTS

If we sell a non-perishable product that is not personalised or bespoke, different cancellation and return rights may apply.

For qualifying online purchases, consumers may have a statutory right to cancel within 14 days of receiving the goods and then return them within the legally applicable period.

Any such rights will apply regardless of anything in this policy.

This section does not normally apply to fresh flowers and other rapidly perishable goods.

20. RETURNING NON-PERISHABLE GOODS

Where a qualifying non-perishable product is eligible for return, please contact us before sending anything back.

Returned goods should normally be:

• Unused
• In appropriate condition
• Securely packaged
• Returned with sufficient information to identify the order

We will provide return instructions where applicable.

Nothing in this section limits any rights relating to faulty goods.

21. HOW REFUNDS ARE PAID

Approved refunds will normally be returned to the original payment method used for the purchase.

Once a refund has been processed by us, the time taken for the funds to appear can depend on your bank, card issuer or payment provider.

We cannot control banking processing times after a refund has been submitted.

22. DELIVERY CHARGES

Where an order is refunded because we failed to provide the goods as required, any appropriate delivery-charge refund will be determined according to your legal rights and the circumstances.

Where a customer cancels an eligible non-perishable online purchase under statutory cancellation rights, applicable standard-delivery refund requirements will apply.

Where a delivery failed because incorrect customer-supplied information prevented successful delivery, delivery charges may not be refundable.

23. HOW TO REQUEST A REFUND OR REPORT A PROBLEM

Please contact:

London Event Florist

Email:
hello@london.florist

Telephone:
07407 227724

When contacting us, please provide:

• Your name
• Order number if available
• Delivery date
• Recipient name where relevant
• A clear explanation of the issue
• Photographs where relevant

This helps us resolve things considerably faster.

24. COMPLAINTS

If you disagree with how we have handled a refund or replacement request, please tell us.

We will review the matter fairly and consider any additional information you provide.

Making a complaint does not affect your statutory rights.

25. YOUR STATUTORY RIGHTS

Nothing in this Return & Refund Policy is intended to exclude, restrict or replace rights provided by applicable UK consumer law.

Where goods are faulty, not as described, not of satisfactory quality or otherwise fail to meet legal requirements, consumers may have statutory rights to remedies.

Fresh flowers and other rapidly perishable goods are treated differently from ordinary non-perishable goods for change-of-mind cancellation purposes, but their perishable nature does not remove consumer rights where something is genuinely wrong with the product or service.

26. RELATED POLICIES

Please also see:

• Terms of Service
• Customer Service Policy
• Privacy Policy
• Delivery Information
• Flower Care Guide

Where a wedding, event, corporate project or other bespoke commission has separate written terms, those project-specific terms will apply alongside this policy, subject to applicable law.

27. CONTACT US

London Event Florist
Warren Bushaway London Event Florist Ltd

78a Rothschild Road
Chiswick
London
W4 5NR
United Kingdom

Email:
hello@london.florist

Telephone:
07407 227724

Website:
london.florist