Substitutions and refunds
Flowers are grown, not manufactured. Some substitution is normal and always has been — the question is which changes a shop can simply make, and which ones need your say-so first.
The rule that never bends
A replacement is never worth less than what you paid for. Our system will not let a florist record a substitution below the value of the original — not as a policy a shop is trusted to follow, but as something the software refuses to accept.
Changes a shop can make without asking
You agree to these at checkout, because they do not change what the recipient sees.
- Similar stem swapped
- A stem replaced with a similar one in the same colour and style.
Changes that need your approval first
If the recipient would notice, you get asked. We email you with what was ordered, what the shop proposes instead, and why — and the arrangement is not made until you answer.
- Colour changed
- The arrangement will not be in the colours ordered.
- Container changed
- A different vase, basket, or container.
- Materially different arrangement
- A meaningfully different arrangement from the one ordered.
The approval link works for 48 hours and needs no account — most people send flowers as guests. Saying no does not cancel your order; it tells the shop to get in touch and agree something with you.
The one exception
A funeral does not wait. If a service or event deadline will pass before you can answer, a shop may go ahead — but only after recording in writing why the deadline could not wait and what they tried. That note is kept with the order, and you can ask to see it.
If something goes wrong
Tell us within 7 days of delivery. Flowers do not stay evidence for long, and a complaint raised weeks later cannot fairly be assessed either way. Billing problems — a duplicate charge, or an order you did not place — have no time limit at all, because a charge that should never have happened does not go stale.
The quickest route is the "Report a problem" link on your order confirmation. You will get a reference number, the shop is notified, and every step of what happens next is recorded.
How a complaint is decided
Two separate questions get answered: what you get, and who carries the cost. They are not the same thing. If the address turned out to be wrong, you can still be made whole while the cost sits elsewhere — that is why we record them apart instead of collapsing them into one verdict.
A shop cannot simply refuse. Declining a complaint requires a written reason you can read, and if you disagree you can appeal once and have it looked at again.
Who is responsible for what
The florist sets their own prices, makes the arrangement, and delivers it. We provide the platform they sell through and the rules they agree to follow. If you want the detail of who you are actually buying from, that has its own page.
How payments work