Refund policy
Returns & Refunds Policy
The Flower Club LDN
At The Flower Club LDN, we take great care in selecting fresh, high-quality flowers and creating beautiful floral arrangements. We want every customer to be delighted with their order.
Due to the perishable nature of fresh flowers, our returns and refunds policy differs from that of standard retail products.
1. Fresh Flowers & Floral Arrangements
Fresh flowers, bouquets and floral arrangements are perishable products and cannot be returned or refunded simply because a customer changes their mind after purchase.
This includes bespoke arrangements and flowers purchased online or in-store.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
2. Damaged or Unsatisfactory Flowers
If your flowers arrive damaged, in poor condition or do not meet reasonable quality expectations, please contact us as soon as possible, preferably within 24 hours of delivery or collection.
Please provide:
- Your order number or proof of purchase.
- A brief description of the issue.
- Clear photographs showing the condition of the flowers, where possible.
We will review your concern and, where appropriate, offer a replacement, partial refund or full refund in accordance with your statutory rights.
The 24-hour period is a recommendation to help us investigate issues promptly and does not limit your legal rights.
3. Natural Variations & Seasonal Substitutions
Flowers are natural, seasonal products. Slight variations in colour, size, shape and bloom stage are normal.
Depending on seasonal availability, we may substitute individual flowers with alternatives of comparable quality, value and overall style, provided the arrangement remains consistent with the product description and any agreed requirements.
Photographs on our website are intended to illustrate the style and appearance of our arrangements. Significant changes to an agreed design will be discussed with the customer where reasonably possible.
4. Flower Care & Longevity
The lifespan of fresh flowers varies depending on the flower variety, environment and aftercare.
We recommend placing flowers in clean water, trimming stems regularly, changing the water frequently and keeping arrangements away from direct sunlight and heat sources.
We cannot accept responsibility for deterioration caused by improper care, unsuitable storage conditions or damage occurring after delivery or collection.
This does not affect your rights where flowers were not of satisfactory quality when supplied.
5. Order Cancellations
If you need to cancel or amend an order, please contact us as early as possible.
For fresh flowers and bespoke floral arrangements, cancellation or amendment requests will be considered individually, taking into account whether flowers have already been ordered, purchased or prepared.
As fresh flowers are perishable and bespoke arrangements may be made to individual specifications, the statutory 14-day change-of-mind cancellation right generally does not apply to these products.
Any cancellation terms agreed at the time of purchase will apply, subject to your statutory rights.
6. Delivery Issues
Customers are responsible for providing accurate delivery details and ensuring that the recipient can receive the flowers at the agreed location.
If delivery cannot be completed because of incorrect information or recipient unavailability, additional delivery charges may apply.
If an order is not delivered as agreed due to an issue for which The Flower Club LDN is responsible, we will work with the customer to arrange an appropriate resolution in accordance with their legal rights.
7. Non-Perishable Products
For eligible non-perishable products purchased online, customers generally have the right to cancel within 14 days of receiving their order and a further 14 days to return the goods.
Products must be handled with reasonable care. Refunds will be processed in accordance with applicable UK consumer law.
Personalised or made-to-order products may be excluded from change-of-mind cancellation rights.
Faulty or incorrectly described goods remain covered by statutory consumer protections.
8. Refund Processing
Where a refund is approved or legally required, it will normally be issued to the original payment method.
Refunds will be processed within the time limits required by applicable consumer law. The time taken for funds to appear may depend on the payment provider.
9. Contact Us
For any questions about your order, returns or refunds, please contact:
The Flower Club LDN
Email: hello@theflowerclubldn.co.uk
Website: www.theflowerclubldn.co.uk
Location: 5 Harbord Square, Canary Wharf, London