RETURNS, REFUNDS & ORDER CANCELLATIONS

Last updated: 1 September 2026

This policy applies to purchases made from London Event Florist Limited through london.florist.

Fresh flowers are natural, seasonal and highly perishable. We therefore handle returns differently from a retailer selling ordinary, non-perishable goods. This policy explains what is realistically possible while preserving all rights customers have under UK consumer law.

FRESH FLOWERS AND PERISHABLE PRODUCTS

Fresh flowers, plants, hand-tied bouquets, floral arrangements and other living or perishable products cannot normally be returned simply because the purchaser or recipient has changed their mind.

The standard 14-day cooling-off period for most online purchases does not apply to goods that are liable to deteriorate or expire rapidly. This includes fresh flowers. Bespoke or clearly personalised products may also be excluded from the usual change-of-mind cancellation right.

This does not affect your legal rights where flowers are faulty, damaged when delivered, not of satisfactory quality or materially different from their description.

CHANGING OR CANCELLING A FLOWER ORDER

Please contact us as soon as possible if you need to change or cancel an order.

If we have not begun buying, conditioning, preparing or dispatching the flowers, we will do our best to accommodate the request. However, changes and cancellations cannot be guaranteed.

Once flowers have been ordered specifically for you, preparation has started or the order has been dispatched, we will normally be unable to cancel or refund it unless there is a problem for which we are legally responsible.

Future delivery dates do not automatically make a fresh-flower order cancellable. Flowers and materials may be sourced in advance specifically for that order.

SEASONAL FLOWERS AND SUBSTITUTIONS

The photographs on our website represent the overall style, colour, scale and character of our work. Flowers are natural products, and no two stems or arrangements will be completely identical.

Availability changes daily and seasonally. Where a particular flower is unavailable or does not meet our quality standards, our florists may substitute another flower of a similar quality, value and character.

A reasonable seasonal substitution or natural difference in colour, shape or variety is not itself a fault. We will preserve the overall palette, quality, value and feeling of the arrangement. Where a proposed change would substantially alter the agreed design, we will try to contact the purchaser before proceeding whenever reasonably possible.

IF SOMETHING IS WRONG WITH YOUR FLOWERS

If your flowers arrive damaged, materially wilted, incorrect or significantly different from their description, please contact us as soon as reasonably possible.

Because flowers deteriorate naturally, we ask customers to report visible problems ideally within 24 hours of delivery. This helps us establish their condition at the time they arrived. The 24-hour request does not remove any statutory rights you may have.

Please provide:

Your order number

The purchaser’s name

The recipient’s name and delivery address

A clear description of the problem

Clear photographs showing the complete arrangement and the affected flowers

Please do not return or dispose of the flowers before speaking to us unless keeping them would be unsafe or unreasonable.

We will assess the issue fairly, taking account of the flowers’ condition at delivery, their natural expected lifespan, the care provided after delivery and any relevant delivery circumstances.

Where we confirm that an order was faulty, damaged when delivered, materially misdescribed or otherwise did not meet the required legal standard, we will provide an appropriate remedy. Depending on the circumstances, this may be a replacement, partial refund or full refund.

Nothing in this policy limits the customer’s statutory right to reject qualifying faulty goods or receive another remedy where required by law.

FLOWER CARE AND NATURAL LIFESPAN

Fresh flowers have a limited natural lifespan. Different varieties open, mature and fade at different rates.

Customers and recipients should follow the care instructions supplied with the flowers, use a clean vase, refresh the water and keep the arrangement away from strong heat, direct sunlight and draughts.

We are not responsible for deterioration caused after delivery by unsuitable conditions, insufficient water, failure to follow reasonable care instructions, accidental damage or the flowers being moved or handled improperly.

This does not exclude responsibility for a problem that was already present when the flowers were delivered.

DELIVERY PROBLEMS

Customers must provide a complete delivery address, correct postcode, recipient name, telephone number and any necessary access, reception or concierge information.

Exact timed delivery is only included where it has been specifically confirmed by us. Requests entered in an order note are not treated as guaranteed delivery times unless we have agreed them directly.

If delivery cannot be completed because the address or contact details are incorrect or incomplete, access is unavailable, or the recipient refuses or is unable to accept the order, an additional delivery charge may apply. Because the flowers are perishable, the original order may not be refundable.

Where the purchaser expressly authorises us to leave the flowers in a specified safe place or with a named neighbour, reception desk or concierge, we may follow those instructions. We cannot accept responsibility for theft, deterioration or damage occurring after a correctly completed authorised delivery, except where the problem was caused before delivery or the law requires otherwise.

If an order is lost, damaged during delivery or not delivered because of an error by London Event Florist or a delivery provider acting for us, please contact us and we will provide the appropriate remedy.

NON-PERISHABLE PRODUCTS

The normal online cancellation rules may apply to standard, non-personalised and non-perishable products sold separately from the flowers.

For an eligible non-perishable product, you must tell us that you wish to cancel within 14 days after receiving it. You must then return it within a further 14 days.

The product may be inspected as it would be in a shop. We may make a lawful deduction if its value has been reduced by handling beyond what was reasonably necessary to inspect it.

For a change-of-mind return, the customer is responsible for the return cost. If the item is faulty, damaged or incorrect, London Event Florist will cover the reasonable return cost where a return is required.

Please contact us before posting anything back. Unauthorised returns may be delayed or refused where there is no legal right to return the item.

WEDDINGS, EVENTS, INSTALLATIONS AND CORPORATE FLOWERS

Weddings, events, installations, Christmas and Halloween projects, private-home contracts, corporate flowers and regular flower services are commissioned services rather than ordinary retail flower orders.

Their deposits, payment schedules, cancellations, postponements, changes and refunds are governed by the individual quotation, proposal or service agreement accepted by the client, together with applicable law.

This retail returns policy does not replace those project-specific terms.

If an order is placed wholly or mainly for business purposes, the relevant commercial contract and applicable business law will govern it. References in this policy to consumer cancellation rights apply to customers purchasing wholly or mainly outside their trade, business, craft or profession.

REFUNDS

Any refund due will normally be made to the original payment method.

Where a refund is required under the Consumer Rights Act 2015, it will be processed without undue delay and no later than 14 days after we agree that the customer is entitled to it.

Bank and card-processing times are outside our control, so the refunded amount may take additional time to appear after it has been processed.

Refunds relating to gifts are returned to the original purchaser and original payment method. A recipient may report a problem, but we may need to discuss the remedy with the person who placed and paid for the order.

HOW TO CONTACT US

Please contact us before attempting to return any item.

London Event Florist Limited

78a Rothschild Road
Chiswick
London
W4 5NR

Email: hello@london.florist

Telephone: 07407 227724

Website: london.florist

Please include your order number and photographs where the issue concerns fresh flowers.

YOUR STATUTORY RIGHTS

Nothing in this policy excludes, restricts or replaces any rights or remedies you have under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable law.