Refund policy

The Flower Yard has a 14 day return policy on all non-perishable items such as vases. Flowers are perishable so we will only accept returns and issue refunds if the following is true; If there was a mistake made by The Flower Yard with your order or the flowers were severely damaged on delivery. Please read the following policy statement which applies to these cases.

On the very rare occasion we have made a mistake with your order, please call/email within a maximum of 2 days from your delivery, with pictures showing all sides of the bouquet and from the top. Please forward to hello@thefloweryard.co.uk

Once our team verifies the issue, we will organise a replacement instantly and cover the costs ourselves.

As for flower condition, although we say as a rule of thumb that between 4-5 days is a good time frame for flower freshness, this can vary. There are many factors when it comes to the lifespan of a flower such as it's verity, room temperature where it is kept, how often the stems are re-cut and water is changed. We must advise that any bouquets that are delivered in "water bubbles" must be removed instantly and placed into a vase with water. 

Once the flowers leave our florist, we have no control over these factors. However if you experience flowers wilting before this 4-5 day period, please send us a photo and we will review them on a case by case basis. 

If we believe that the flowers don't meet our high standards then again, we will replace them free of charge.

At our discretion, any replacement or refund will be proportionate to the problems that have occurred.

Once your order has been accepted, your delivery date is guaranteed, provided the correct address and postcode has been supplied. Failure to deliver your order under these specifications will entitle you to a refund. In the event that the recipient is not in when delivery takes place, a card will be left with a phone number to rearrange delivery, with no extra charge. Redelivery may take place the following day. Should you wish to cancel an order then please let us know prior to delivery to avoid our company incurring costs. There are no charges for cancellations of orders.

 

Please note we require a picture of the faulty/damaged bouquet prior to requesting/processing a refund.