1. Product Images and Illustrations
All product images displayed on our website are for illustration purposes only.
This includes flowers, foliage, accessories, wrapping, and vases.
While we always aim to match the advertised style as closely as possible, the exact vase, container, or accessories shown online may vary depending on availability.
2. Flower and Accessory Substitutions
On occasion, it may be necessary to substitute flowers, foliage, vases, or other accessories due to seasonal availability, supplier shortages, or delivery urgency.
Any substitutions will always match the selected colour scheme and overall style of the arrangement.
3. Delivery Times and Changes
Delivery windows are estimates and may be subject to change due to distance, traffic, stock availability, or operational requirements.
If a delivery date or time needs to be adjusted, a member of our team will contact you.
If the customer agrees to the change verbally or in writing, this replaces the original delivery agreement.
4. Same Day and Urgent Orders
Same day and urgent orders may require substitutions of flowers and accessories, including vases, to ensure the bouquet can be completed and delivered within the required timeframe.
By placing a same day or urgent order, you agree to reasonable substitutions where necessary.
5. Condition of Flowers on Delivery
Flowers are perishable items.
Customers must notify us on the day of delivery if:
• The delivery did not arrive
• The flowers arrived damaged
• There is an issue with the contents or quality
Claims made after delivery has been accepted will not be eligible for refunds.
6. Confirmation of Delivery
A delivery is considered completed when:
• Our driver has delivered the flowers to the address provided, and
• A photo or confirmation message has been sent (where applicable), or
• The recipient confirms receipt.
7. Refunds and Complaints
Refund requests must be submitted within 24 hours of delivery.
Refunds will not be issued for:
• Variations in vases or containers
• Agreed changes to delivery dates or times
• Issues raised more than 24 hours after delivery
• Flowers that have been accepted by the recipient without concern at the time of delivery
• Situations where substitutions were required to fulfil urgent or same day orders
If a refund is approved at our discretion, it may be provided as store credit rather than a monetary refund.
8. Proof of Issue
We may request photos or further details to investigate any complaint. Failure to provide requested information may result in the complaint being closed.
