Returns, Refunds & Replacements

We aim to delight our customers by delivering fresh flowers, in great condition, on time.

1. Freshness

Our flowers are occasionally sent out in bud form meaning they will last longer with the recipient. If you receive flowers that do not seem fresh, please contact us at contact@lovflowers.co.uk to let us know. If, at our sole discretion, the flowers do not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date. Please note that you will need to email us a photo of the un-fresh flowers in question immediately at the point of receiving them in order to be eligible for replacement flowers. If we decide you are eligible compensation we will offer you replacement flowers, which will be dispatched within 5 working days. In cases where we see that the appropriate flower-care steps have not been followed, we will not be able to offer replacement flowers. Please note that with the nature of flowers not all flowers react the same and sometimes some flowers start "hanging" sooner than others, and some flowers open up sooner than others. This is natural and we are not responsible for this occurring. Please read and follow the correct flower care directions here

2. Damage

While our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on a small number of occasions (and for reasons beyond our control) they may get damaged in transit. Certain flowers are more prone to damage and can therefore be bruised during transportation. This is unfortunately the nature of flowers and is not something we can affect or control. Should this occur to a level that you deem unacceptable, please contact us so that we can investigate the case further. Please note that you will need to email us a photo of the damaged flowers in question immediately at the point of receiving them in order to be eligible for replacement flowers. If we decide you are eligible compensation we will offer you replacement flowers, which will be dispatched within 5 working days. We do not take any responsibility for damages delivery boxes or packaging. In cases where we see that the appropriate flower-care steps have not been followed, we will not be able to offer replacement flowers. We do not offer refunds in any cases of damages or for any other reason, see 4. Returns & refunds. If there is any damage to the product on delivery, contact us immediately at contact@lovflowers.co.uk and we will investigate further. Any claims of missing stems can unfortunately not be refunded or replaced. We always make sure to add all purchased stems to an order but if. you feel that something is missing, please contact us at contact@lovflowers.co.uk. In these situations we do not offer replacements or refunds, we can however add points to your account or generate a discount code for you to use at a later time. 

3. Delayed delivery

For our carriers, 90%+ of our deliveries will be on the chosen date and almost all remaining deliveries will take place one day after that. We wish we could provide more certainty, but at this time the carrier companies we work with does not offer a guaranteed one-day delivery service, so we cannot guarantee the exact delivery date. In the event of a delay by a carrier or a courier, we are unable to offer a refund or to resend your delivery. If a delivery attempt was unsuccessful the flowers can either be delivered on the next available weekday or delivered to a royal mail post office nearby. This is decided by the delivery courier company in which we have no control over. In these cases we suggest to reach out to the courier company directly. For more information regarding deliveries read our delivery policy. 

4. Returns/Refunds

Please understand that due to the perishable nature of flowers, we are unable to accept returns or refunds in any situation. We offer customers replacement flowers in cases we decide are eligible.

4. Flower availability and substitution

All floral products are subject to availability. Therefore, orders can, occasionally, vary in colour or/and flower type. In the event of any supply difficulties or if the flowers we have received from our growers that are needed to make up your order do not meet our high quality standards, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style, according to us, and equivalent (or greater) value and quality.