Returns & Refunds Policy

We want you to be delighted with your flowers. Because everything we sell is hand-made to order with fresh, perishable flowers, our returns and refunds policy is a little different from an ordinary shop — but if anything isn’t right, we’ll always put it straight. Here’s how it works.

Our quality promise

Every bouquet and arrangement is checked by hand before it leaves our Clifton shop. If your flowers arrive damaged, faulty, or not as described, we’ll happily replace them or offer a refund — just let us know quickly (see below).

If there’s a problem — tell us within 24 hours

As flowers are perishable, please contact us within 24 hours of delivery if there’s any issue with the quality or condition of your order. To help us put it right quickly, please include a photo of the flowers.

You can reach us at hello@bristolfloraldesign.co.uk or on 0117 973 2440. Once we’ve seen the photo we’ll arrange a replacement or a refund, whichever suits best. Reports made after 24 hours are difficult for us to assess fairly, as fresh flowers naturally change over time, so we may not be able to help — please do get in touch as soon as you can.

Returns

Because our flowers and plants are fresh, perishable, made-to-order goods, we’re unable to accept returns or exchanges once an order has been made and dispatched. Under the UK Consumer Contracts Regulations 2013, perishable goods are exempt from the usual 14-day right to cancel. This doesn’t affect the quality promise above — if something’s wrong with your order, we’ll always put it right.

Non-refundable items

• Gift vouchers, once issued — they can’t be exchanged for cash or refunded, and are non-refundable once redeemed.
• Greeting cards and personalised cards that have been used, written in or personalised.
• Orders where an incorrect delivery address or recipient details were provided to us.

Changes and cancellations

Need to change or cancel an order? Please contact us as soon as possible. We can usually amend or cancel an order before we’ve made it up and sent it out for delivery — but as we offer same-day delivery on orders placed by 11am, that window can be short, so do call us straight away if it’s urgent.

Delivery

If the recipient isn’t in, our driver will leave your flowers in a safe place or with a neighbour where possible, and let you know. If an order can’t be delivered because of an incorrect or incomplete address, or because no safe place is available, a re-delivery may be needed and a further delivery charge may apply. Full details are on our delivery page.

Substitutions

We work with the best seasonal flowers available on the day, so occasionally a particular stem may be unavailable. If so, we’ll substitute it with a flower of similar style, quality and value, keeping the overall look and feel of your arrangement.

How to contact us

Bristol Floral Design, 1 Waterloo Street, Clifton, Bristol BS8 4BT
Email: hello@bristolfloraldesign.co.uk · Phone: 0117 973 2440

This policy doesn’t affect your statutory rights as a consumer.