Refund policy

Last updated: September 2026

At LÖV Flowers, we want every order to arrive fresh, beautiful and as expected.

Because fresh flowers are natural and perishable products, they are treated differently from standard non-perishable goods. This policy explains what to do if something is not right with your order.

1. Damaged or Poor-Quality Flowers

If your flowers arrive significantly damaged or do not meet the quality you would reasonably expect, please contact us as soon as possible, ideally within 48 hours of delivery.

Please include clear photographs of:

• the flowers;

• the packaging; and

• the shipping label where possible.

Photographs help us understand what has happened and resolve the issue quickly.

Depending on the circumstances, we may offer a replacement, refund or another appropriate resolution.

2. Fresh Flower Returns

Because fresh flowers are perishable, we cannot normally accept returns simply because you have changed your mind.

This does not affect your statutory rights where flowers are faulty, damaged, not as described or otherwise do not meet the required standard.

3. Natural Variation

Flowers are natural products, so some variation in colour, shape, size, stem length and stage of opening is completely normal.

The photographs on our website are intended to show the overall look and character of the flowers, but every stem is naturally unique.

Natural variation is not considered a fault.

Flowers may also arrive looking slightly closed or thirsty after travelling. In many cases, a fresh trim, clean water and a little time to condition will help them recover and open beautifully.

4. Flower Availability & Substitutions

Flower availability can change due to season, weather and growing conditions.

For mixed arrangements, we may occasionally substitute an individual flower with another of similar style, colour, quality and value.

For single-variety flowers, if the variety or colour you ordered becomes unavailable and a significant substitution would be required, we will normally contact you before making the change.

If a suitable alternative is not available, we may offer another option or refund the unavailable item.

5. Cancellations & Order Changes

If you need to cancel or change an order, please contact us as soon as possible.

Because many of our flowers are ordered or prepared specifically for your order, we may not be able to cancel or amend an order once sourcing, preparation or dispatch has begun.

Where cancellation is still possible, we will let you know and arrange any applicable refund.

This does not affect any rights you may have under consumer law.

6. Delivery Issues

If your order is delayed, lost or arrives in poor condition because of a delivery issue, please contact us so that we can investigate.

If tracking shows your order as delivered but the flowers cannot be found, please first check any safe place, with neighbours, reception staff and any courier delivery photograph or tracking information.

If the order still cannot be located, contact us and we will help investigate.

If flowers have been safely delivered, we cannot be responsible for deterioration caused by them being left packaged, without water, in unsuitable temperatures or otherwise not cared for appropriately after delivery.

7. Incorrect Delivery Addresses

Please check the recipient's name, full address and postcode carefully before placing your order.

If you notice a mistake, contact us as soon as possible.

We will always try to help, but once an order has entered preparation or has been dispatched, we may be unable to make changes.

We cannot normally refund or replace an order that has been correctly delivered to an incorrect or incomplete address supplied when ordering.

8. Refunds

Where a refund is agreed, it will normally be made to the original payment method.

Please allow several working days for your bank or payment provider to process the refund after it has been issued.

Need Help?

If something is not right with your order, please contact us through our Contact Us page and include your order number and any relevant photographs.

We will always aim to resolve genuine problems fairly and promptly.

Nothing in this policy affects your statutory rights.