REFUND POLICY
RETURNS
We want you to be delighted with your purchase, but if not, you can apply for a return within 30 days of receipt, with a further 7 days from the date of your application to physically return the goods at your own cost (unless the item is faulty). We are happy to refund you in full if the products are returned complete, in unused condition, with the original labels and preferably original packaging.
To apply for a return, please follow the below instructions:
1. Login to your account
2.Select the order you would like to submit a return for
3.If your order has more than one item, select the items you would like to return
4.Select the return reason and add a note for the store
5.Click 'Request Return'.
We will strive to refund your items, including the original standard shipping cost, within 2 days of receipt. We know how important it is to get your money back expediently. I f you would like to receive store credit in the form of a gift voucher, please contact us.
We have moved to paperless returns to support our sustainability objectives. Activate your return using our online returns portal and you will receive regular email updates on the status of your refund. Refunds can only be credited back to the original form of payment (even if a gift) and may take 5-10 days, from our receipt of goods, before they show back in your account due to 3rd party (ie Bank) processing, particularly via Paypal or Klarna.
FAULTY OR DAMAGED ITEMS
We are very disappointed on the rare occasions our customers receive a faulty product. If you have identified the fault within 30 days of purchase, please apply for a return via our online returns portal, choosing the reason “damaged” from the drop down menu, followed by emailing us photo(s) of the damaged item(s) for our review. Once the return has been approved, you will receive a pre-paid shipping label from us via email, and this can also be downloaded from the returns portal.
Please take extra care to read our Product Care instructions included with your order and our care FAQ's here. We hand design each stem to make them as realistic as possible and some small variances from piece to piece are what gives our flowers their natural and organic look. Our stems are made with high quality wiring which is designed to be bent or manipulated to your preferred shape. Some of your stems may be packed with bent stems, this is not a fault.