It is rare but it can happen that flowers arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue.
If the recipient receives damaged flowers, please email us immediately so that we can try to resolve the problem. At our discretion we may:
- Re-send on the next available delivery date; or
- Offer full or partial refund (the refund value depends on the prevailing circumstances)
We will not normally offer both a refund and another delivery. Where flowers have been damaged we will ask for them to be returned or for photographs clearly showing the problem so that we can try to identify where the damage may have occurred. It is important that we are contacted as soon as possible regarding any problems as a delay could mean there is little we can do to rectify the situation. At worst we need to be informed of any issues within 3 days of delivery to give us the best chance of successfully resolving the problem. At our discretion we may respond to problems raised after the 3 day deadline but we reserve the right to refuse a refund or another delivery of the order.
We would ask that you do not try to abuse our good nature and our satisfaction guarantee. If we consider an abuse is being attempted or we get persistent claims from the same source or linked sources, we reserve the right to no longer accept their orders nor to refund or re-send. We will of course inform you of our suspicions, giving you the opportunity to explain your actions before we take further decisions.
Our guarantee of satisfaction relates to our overall service, and with the best will in the world cannot always translate to 100% refund or replacement. We will use our very best endeavours to provide you first-class products with a first-class service at all times.