Returns & Exchanges
We really hope you’ll be happy with your purchase. If you should wish to return anything, we are happy to accept most products as in line with our terms and conditions for requests made within 14 days of reciept of the order providing they are in a fully re-saleable and unused condition. Petals, crystals and rosebuds must be returned in a box, not an envelope, to protect them. Unless they are faulty, we are unable to accept returns of samples, personalised goods or confectionery including chocolates and sugared almonds. If you wish to exchange an item please return it using this form and place a new order for the product you require online or by calling us on 0845 894 8553.
When you buy online or by telephone, you have additional rights as a consumer under the Distance Selling Regulations. You can cancel your order within 14 working days after the day on which you receive your goods, with the exception of personalised and perishable items. You are entitled to a refund of both the goods and the initial delivery charge, providing you notify us in writing during this time and the whole order is returned to us. If you wish to return some of the products, but not the whole order, we will refund the original purchase price of the returned items but not the delivery charge or the return postage. Unless an item is faulty, you will be responsible for the cost of returning the goods to us and we recommend sending your return by recorded delivery or registered post as we cannot be held responsible for items lost in transit.
Refunds can only be made to the card used for the original purchase. Please allow up to 14 working days for a refund to show on your account. This policy does not affect your statutory rights.
To return an item to us follow the procedure below;
- Log back into your account, find your order and click on the returns items button
- Fill in this returns form and wait for the return to be approved
- Securely package up the item you wish to return, remembering to include the Returns form to ensure there is no delay in refunding your account.
We strongly advise sending the item by recorded delivery or registered post, as we are unable to accept responsibility for items lost in transit.
Exchanging a Product
To exchange a product please send the item back as detailed in the Returns section above and place an order for your replacement product online.