Refund policy
At Grace Floral London, we are committed to delivering floral arrangements of the highest quality and freshness.
Due to the perishable nature of flowers, all refund or replacement requests relating to the freshness, condition or appearance of an arrangement must be submitted within 24 hours of delivery.
If you are not satisfied with your order, please contact us within this timeframe. We will carefully review the issue and, where appropriate, offer a replacement arrangement or a full or partial refund.
Reporting an Issue
To request a refund or replacement, please contact us within 24 hours of receiving your order and provide:
- your order number;
- a description of the issue;
- clear photographs showing the condition of the flowers and the full arrangement.
Photo evidence must be provided within 24 hours of receipt. This allows us to assess the condition of the arrangement at the time of delivery and respond appropriately.
Requests submitted after the 24-hour period may not be eligible for a refund or replacement due to the perishable nature of flowers.
Refund or Replacement Eligibility
A refund or replacement may be offered where:
- the flowers arrive damaged or significantly wilted;
- the arrangement is materially different from the product ordered;
- an incorrect arrangement or product has been delivered;
- the order has not been delivered due to an error by Grace Floral London or our delivery partner.
Each request will be reviewed individually. Depending on the circumstances, we may offer:
- a replacement arrangement;
- a full refund;
- a partial refund; or
- another appropriate resolution.
Natural and Seasonal Variations
Flowers are natural products, and variations in colour, size, shape, maturity and appearance may occur.
Some flowers, foliage or decorative elements may be substituted due to seasonal availability, quality considerations or supply limitations. Where a substitution is necessary, we will aim to maintain the overall style, colour palette and value of the arrangement.
Minor natural or seasonal variations are not considered faults and are not normally eligible for a refund or replacement.
Change of Mind
Due to the perishable and made-to-order nature of our floral arrangements, we are unable to accept returns or provide refunds where a customer has simply changed their mind after the arrangement has been prepared or delivered.
Delivery Issues
Customers are responsible for providing complete and accurate recipient information, including:
- the recipient’s full name;
- delivery address and postcode;
- telephone number;
- access details;
- any relevant delivery instructions.
Refunds will not normally be issued where delivery cannot be completed because:
- the address or contact details provided were incorrect or incomplete;
- the recipient was unavailable to receive the order;
- access to the property could not be obtained;
- delivery instructions were missing or inaccurate;
- the order was left in a safe place in accordance with the customer’s or recipient’s instructions.
This applies where delivery was reasonably attempted using the information provided at the time of ordering.
Where possible, we may offer redelivery. Additional delivery charges may apply.
Order Amendments and Cancellations
If you need to amend or cancel an order, please contact us as soon as possible.
Because our arrangements are made to order using fresh and perishable materials, we cannot guarantee that an order can be changed or cancelled once preparation has begun or the order has been dispatched.
Any cancellation or amendment request will be reviewed based on the status of the order.
Refund Processing
Once a refund has been approved, it will be issued to the original payment method within 7 business days.
You will be notified by email once the refund has been processed. Please note that your bank or payment provider may require additional time for the funds to appear in your account.
Statutory Rights
Nothing in this policy affects your statutory rights under applicable UK consumer law.
Contact Us
For refund requests, delivery concerns or other support, please contact us:
Email: info@graceflorallondon.com
Telephone: +44 7756 574246
Our team is available seven days a week, from 9:00 a.m. to 7:00 p.m.