Refund policy

This is our refund and returns policy. It is taken from our full Terms & Conditions, which govern every order.

We do not ask for flowers back. Nothing in this policy requires you to return an arrangement, a cake or a gift to us. Send us one photograph instead.

If something is wrong

Send us one photograph and tell us what is wrong. That is the whole process. We will not ask you to return anything, we will not ask you to prove anything, and we will answer you the same day.

What we will do, in the order we will offer it:

1. Remake it and bring it today, if there is still time for the occasion. This is what we would rather do.
2. Remake it for a day you choose, if today is no longer useful.
3. Refund what you paid, to the card or account you paid from.
4. Store credit with something on top, if you would rather keep it with us.

You choose. We will not push you towards store credit, and we will not offer credit for a mistake that was ours unless you ask for it.

Time limits. Flowers, seven days. Cakes and food, the end of the following day. Balloons, on the day. Outside these — ask us anyway. We read every message.

Quantity short. If fewer items arrive than you ordered, we refund the difference the same day and deliver the missing item if you still want it.

What is not covered. Flowers that have lived their natural life and faded after the freshness period; balloons that deflate after the day of delivery; damage caused after delivery. Where it is genuinely unclear, we decide in your favour.

Changes and cancellations

• Before we start making it — change or cancel anything, with a full refund to your original payment method.
• Once it is made — we cannot change the items, but usually still the address, the time or the card message. Ask us; we will try.
• Once it has left with the driver — we can redirect it if he has not yet arrived. Tell us quickly.

If the recipient refuses it because something is wrong with the flowers, you are refunded. If they refuse for any other reason, we bring it back and redeliver to an address you give us, with no charge for the first redelivery.

If the address you gave us was wrong and the flowers were delivered to it, we cannot retrieve them and a new order is needed. We will help you place it and we will not charge you delivery twice.

Refunds and store credit

We start a refund the same day you ask for one. How long it takes to reach you is between the payment provider and your bank — usually 5 to 10 working days for a card. If it has not arrived in 10 working days, tell us and we will chase it.

Store credit is never forced on you. Where the fault is ours you get your money back if that is what you want. Store credit is for when you have changed your mind, or would simply rather keep it with us — and then we add something for the trouble. It is valid for 12 months.

Orders placed through Talabat, InstaShop, Deliveroo, Careem or Noon

Wherever you bought from us, this policy applies. If something is wrong, message us directly and we will remake it or replace it exactly as we would for an order placed on our own site.

The one thing we cannot do is refund you: your money went to the platform, not to us, so the refund has to come from them. We will contact them on your behalf the same day and tell you when we have.

Talking to us

WhatsApp is the fastest way to reach us and we answer within minutes during opening hours. If you are not happy with how we handled something, ask for it to go to a manager. If you are still not happy, it goes to the owner. Say the word and it moves — you do not have to push.