Returns, Refunds & Cancellations Policy

At FlowerLovesMe, we take great care in preparing every order to ensure it arrives fresh and in excellent condition.

Due to the nature of many of our products, our returns and cancellation policy differs from that of non-perishable retail goods. Please read the following information carefully before placing your order.

Fresh Flowers & Perishable Products

Fresh flowers and floral arrangements are perishable goods that are liable to deteriorate rapidly. As such, they are generally exempt from the statutory 14-day right of withdrawal under applicable EU consumer protection legislation.

For this reason, fresh flowers and other perishable products cannot be returned simply because you change your mind or no longer wish to keep them.

Quality Guarantee

We stand behind the quality of our products.

If your flowers arrive damaged, defective, or are not of satisfactory quality, please contact us within 24 hours of delivery. Where possible, please include photographs so we can assess the issue quickly.

If we determine that the quality has been affected during preparation or delivery, we will gladly offer an appropriate resolution, which may include:

• A replacement product;
• Store credit; or
• Another suitable resolution at our discretion.

Returns & Refunds

Returns are accepted on a quality basis only.

Unfortunately, we cannot offer refunds or replacements in the following circumstances:

• You simply changed your mind.
• You or the recipient did not like the colour, style or flower selection.
• The flowers were not properly cared for after delivery.
• The recipient was unavailable at the agreed delivery location.
• The flowers naturally aged after delivery.

As flowers are living products, it is the recipient’s responsibility to trim the stems and provide fresh water upon receipt to maximise their lifespan.

Order Cancellations

Orders may be cancelled before they have been prepared or fulfilled.

Once an order has been fulfilled, prepared for dispatch or delivered, cancellation is no longer possible.

Customers may submit cancellation requests through their customer account (where available) or by contacting us directly. Cancellation requests are subject to the status of the order at the time they are received.

Product Availability & Substitutions

Flowers are seasonal and availability can vary throughout the year.

If a particular flower or variety is unavailable, FlowerLovesMe reserves the right to substitute it with flowers of similar colour, style and value without prior notice. We will always endeavour to create an arrangement that closely matches the product shown on our website.

If a specific flower is essential to your order, we recommend contacting us before placing your order to confirm availability.

Delivery Responsibility

It is the sender’s responsibility to ensure the recipient will be available at the delivery address on the selected delivery date.

We do not contact recipients before delivery, as many orders are intended as surprises.

If delivery is attempted in accordance with the information provided and the recipient is unavailable (for example, they have left work early or are away from home), this does not constitute grounds for a refund or replacement, provided we have fulfilled our delivery obligations.

Non-Perishable Products

Certain non-perishable products sold by FlowerLovesMe (such as selected gifts, accessories or homeware) may be eligible for returns in accordance with applicable consumer legislation and our return rules.

Where eligible, customers may request a return within the applicable return period through their customer account or by contacting us directly.

Questions

If you have any questions about your order or this policy, please contact our customer service team. We’re always happy to help and will do our best to resolve any issues promptly and fairly.