Cancellations & refunds

Flowers and fresh food are perishable, which is why most of this policy is built around time. Devices, accessories, toys and jewellery have their own section below. Nothing here limits your rights under consumer protection law.

Changing or cancelling

• More than 24 hours before the delivery date: change the date or address, or cancel for a full refund, free of charge.
• Within 24 hours of the delivery date: the order may already be in preparation. We will try to change it, but a full refund may not be possible. If your order has not yet been prepared, we will refund you in full.
• Cakes: cancel at least 48 hours before the delivery date for a full refund, because baking starts early.

If something is wrong

If flowers or food arrive damaged, are not what you ordered or are not fresh, send a photo and your order number to [Email] within 24 hours of delivery. We will replace them or refund you in full, as you prefer.

Devices, accessories, toys and jewellery

• Faulty, damaged or not what you ordered: tell us within 7 days of delivery, with your order number and a photo or short video. We collect it, check it, and replace it or refund you in full, including delivery.
• Changed your mind: an item that is unopened, unused and in its original sealed packaging can be returned within 7 days of delivery. We refund the item once it reaches us in that condition. The delivery fee is not refunded, and you may be asked to pay for the return.
• Hygiene: earrings, and anything else worn in or on the body, cannot be returned once the packaging is opened, unless they are faulty.
• After 7 days: faults are handled under the maker's warranty where there is one. [State how a customer makes a warranty claim, and who handles it.]

If we are late or do not deliver

If we deliver after your chosen date through our own fault, or fail to deliver, you may choose a full refund. If we deliver late within the date but miss the window, we will refund the delivery fee and any priority fee.

If delivery fails for other reasons

If we cannot deliver because of a wrong address, an unreachable recipient or a refused delivery, we will contact you and try to re-deliver. A re-delivery fee may apply. Because the items are perishable, we may not be able to offer a refund.

How refunds are paid

We return money to the original payment method, or to a bank account you tell us about for cash and transfer orders. We aim to start refunds within 3 working days. Your bank or wallet provider may take up to 14 working days to complete them.

The part of an order paid with a gift card goes back on the card, straight away. Gift cards themselves are covered in the terms.