Refund Policy
Refund & Cancellation Policy
Last Updated: October 2025
At Florist London, we take pride in delivering the freshest and most beautiful flowers to our valued customers. Because flowers are perishable goods, our refund and cancellation policy ensures transparency and fairness for every order.
Complaints must be reported via email within 24 hours of delivery. Claims submitted after this period cannot be accepted due to the perishable nature of the goods.
Order Cancellation Policy
Order cancellations are permitted subject to the following conditions:
- If you choose free delivery 3-4 business day, it is not possible to cancel the order
- For scheduled future deliveries, cancellation requests must be submitted no later than three (3) days prior to the planned delivery date. We can cancel your order but a cancellation fee of 12% of the order amount will be applied. This fee covers taxes, processing fees for Visa or Mastercard transactions, and platform service charges.
- Orders placed for Same Day or Next Day delivery are not eligible for cancellation, as preparation and processing commence immediately upon order confirmation.
Once the above deadlines have passed, products are procured specifically to fulfil the order and the fulfilment process is initiated. Consequently, cancellations will no longer be accepted.
Freshness & Quality Guarantee
We promise to deliver only the freshest flowers available.
Some blooms may arrive in bud form to extend vase life and ensure they open beautifully.
If you are not satisfied with your order, please contact our team within maximum 24 hours of delivery at contact@floristlondon.co.uk.
Include your order number, photos of the delivered item, and a brief description of your concern.
Perishable Nature of Flowers
As flowers are natural and time-sensitive products, their freshness may be affected by handling or environmental factors after delivery.
For this reason, all quality-related issues must be reported within 24 hours of receipt to qualify for a replacement or partial refund. Unfortunately, we cannot process claims received after this time as we sell perishable goods.
Returns Policy
Flowers and plants can only be returned if found faulty upon delivery.
Please contact us before returning any item so our team can advise the best next step.
This does not affect your statutory rights.
Unattended Deliveries & Deliveries Outside London (Royal Mail)
If no one is available to receive the order, the courier may leave the parcel in a safe place or with a neighbour (if requested). Please note that this option is not available for orders over £100. Once delivery has been confirmed, Florist London cannot be held responsible for any loss, theft, or damage to items left unattended.
For deliveries to offices, commercial buildings, hotels, and similar premises, orders are dispatched via Royal Mail courier and are typically delivered to designated parcel rooms or reception areas.
Please be aware that many offices, hotels, and commercial buildings restrict or do not accept deliveries during weekends. We are not responsible for delays or failed deliveries in such cases, as we have no control over individual building policies or access restrictions.
In the event that Royal Mail is unable to complete delivery due to an “Address Inaccessible” status, we shall not be held responsible for any resulting delays.
Such circumstances may include, but are not limited to:
- restricted or blocked access to the street (e.g. due to roadworks, accidents, or public events),
- inability to access the building (e.g. faulty intercom systems, locked or malfunctioning gates),
- or any other situations beyond the courier’s control that prevent successful delivery.
In these cases, liability for delivery delays does not rest with us.
Reporting Theft or Missing Parcels
If your parcel is marked as “delivered” but cannot be located, please report it directly to the courier (Royal Mail).
We’ll gladly assist by providing tracking details or courier reference numbers to support your investigation.
Response Times
Our customer care team responds to all emails within 48 hours.
We appreciate your patience and understanding as we handle each request carefully.
If you have any questions about your order or our refund policy, please contact us at contact@floristlondon.co.uk.
Thank you for choosing Florist London — delivering beauty and care in every bouquet.