LÖV Flowers – Returns & Refunds Policy

Last updated: October 2025

We always want your flowers to arrive beautifully and on time. Because they’re fresh, natural and perishable, our process moves quickly, and we have to handle returns and replacements a little differently from other products. By placing an order, you agree to the following terms.

1. Freshness Promise

We send many of our flowers in bud form so they last longer and bloom beautifully once they arrive. If your bouquet seems a little tired or damaged on arrival, Please contact us as soon as possible after delivery, ideally within two hours, with photographs so we can review the issue quickly. 

- If the delivery box or packaging looks damaged, take a photo before opening it.
- If the flowers themselves appear damaged or wilted, take a photo immediately after opening, showing them as received.

We can only review concerns raised within two hours of confirmed delivery, as flowers are perishable and their condition can change quickly once unpacked. We ask for prompt photos not because we don’t trust you, but because it helps us understand what happened as accurately as possible.

2. Travel Bruises & Damage in Transit

Our flowers travel carefully packed, but sometimes a few petals may look a little weary from the journey. Most will perk up beautifully once given water and care. If your bouquet arrives looking significantly damaged, please share photos within two hours via live chat and we’ll review the situation quickly. If we agree that your flowers didn’t meet our quality standards, we’ll send a replacement bouquet on the next available delivery date.

3. When Delivery Runs Late

We work closely with our carrier partners, but exact delivery dates can’t be guaranteed. Most orders arrive on the requested date, but occasional delays of up to one working day can happen. Because these delays are outside our control, we can’t offer refunds or replacements for late deliveries.

4. Returns and Refunds

Because flowers are perishable, we’re unable to accept returns or issue refunds once an order has been processed. If something has gone wrong and you contact us within the timeframe above with supporting photos, we’ll assess the situation and, if appropriate, arrange a replacement bouquet. Refunds are not available for subjective dissatisfaction (for example, differences in colour, size, or arrangement style).

5. Substitutions & Seasonal Availability

Our flowers are sourced fresh and may vary slightly by season. If a particular flower or variety isn’t available, we’ll substitute it with one of equal or greater value and similar style, ensuring your bouquet always looks beautiful.

6. Responsibility After Delivery

To help your flowers last as long as possible, we recommend unpacking and placing them in water soon after delivery. We can’t accept liability for any damage or deterioration that occurs after delivery, such as flowers left unopened, unwatered, or exposed to heat or direct sunlight. Following our care instructions will help your bouquet last as long as possible.

7. Sustainability Statement

We’re committed to operating responsibly and sourcing from growers who share our values. While sustainability is important to us, these efforts are aspirational and don’t create contractual obligations. Our focus is always on delivering the freshest flowers with as little environmental impact as possible.

8. Contact Information

If you need to contact us about a delivery or bouquet, please reach out via live chat at www.lovflowers.co.uk. Our team typically responds within six hours. All communications are managed in accordance with our Terms of Service and Privacy Policy.