Refund policy
Last updated: 20 September 2026
At Florist London, we are committed to delivering fresh, beautiful flowers and providing excellent customer service.
Order cancellations
Orders scheduled for a future date may be cancelled by contacting us at least three days before delivery. Reasonable non-recoverable costs may be deducted from the refund, capped at 12% of the order value.
Same-day and next-day orders cannot normally be cancelled, as sourcing and preparation begin immediately.
Flowers and plants are perishable and are not generally eligible for cancellation or return simply because you have changed your mind. Your statutory rights remain unaffected.
Freshness and delivery
We select the freshest flowers available. Some varieties may arrive in bud form to maximise their vase life.
We aim to deliver every order on the requested date and in excellent condition. Delivery times are estimates unless a guaranteed service has been expressly agreed.
Problems with an order
If your flowers arrive damaged, faulty, incorrect or not as described, please contact contact@floristlondon.co.uk as soon as possible—ideally within 24 hours of delivery.
Please include:
- Your order number;
- Photographs of the flowers and packaging; and
- A brief description of the issue.
Depending on the circumstances, we may offer a replacement, partial refund or full refund. The 24-hour reporting request helps us assess perishable products but does not affect your statutory rights.
Returns
Because flowers and plants are perishable, they cannot normally be returned because of a change of mind.
If there is a problem with your order, please contact us before attempting a return. We may not require the flowers to be physically returned.
Unattended deliveries
If nobody is available to accept the order, the courier may follow the delivery instructions provided, leave it in an appropriate safe place or with a neighbour, or attempt redelivery.
Where you expressly authorise delivery to a safe place or nominated person, the order may be treated as delivered when left according to those instructions, subject to your statutory rights.
Missing deliveries
If an order is missing or marked as delivered but cannot be located, please contact Florist London promptly. We will investigate the matter with the courier and provide an appropriate resolution where the order was not delivered correctly.
You are not required to resolve the matter directly with the courier.
Contact us
For cancellation, delivery or product-quality enquiries, email:
Thank you for choosing Florist London.