Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. To start a return, you can contact us at help@guernseyflowersbypost.co.uk. 

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We always recommend when sending products back to send this on a tracked service to ensure that it reaches us. 

You can always contact us for any return questions at help@guernseyflowersbypost.co.uk.

Cancellations
You have the right to cancel your order until your order has been dispatched. We cannot accept cancellations on our perishable items once the flowers have left us. You must tell us via email at help@guernseyflowersbypost.co.uk that you wish to cancel your order. You do not need to give a reason for cancelling. 

Damages or Error
Products that turn up in nothing but perfect condition will be replaced free of charge. Please inspect your order upon reception and contact us within 5 days of receiving your products if the item is defective, or damaged or if you received the wrong item so that we can evaluate the issue and make it right. Please note that we cannot refund or replace orders after this 5-day inspection period. A credit note will be issued when our products are defective or damaged.

Upon receiving your delivery, please double-check the condition of your gifts to ensure no damage. If you are ordering flowers with a vase, and are using flower food, please check the condition of the vase before placing water and the food inside as any leakage may damage the surface they are placed on. Please let us know regarding damage within 5 days of receiving your gifts for a full replacement.

For flower refunds due to error or poor condition, we will ask for photographic evidence to be sent to us so that we can evaluate the condition of your delivery and help resolve the issue. Please note that we cannot replace or refund flowers without photographs or evidence being sent to our email. Photos must be sent within 5 days of receiving your flowers to be eligible for a free replacement. Please note, we do not replace or refund flowers due to lack of fragrance as this can be subjective to individuals, and the intensity of our flower scents can vary from season to season. 

On rare occasions, when flowers are coming to the end of their season, or are in high demand, we may need to replace certain fresh cut flowers in bouquets with a different flower. The replacements will be of the same or higher value and will be just as beautiful as the bouquet you originally chose. In this instance, we cannot offer a full refund. If you require a certain flower in your bouquet, please email us to let us know once you have placed your order.

Freshness Guarantee
On rare occasions, flowers may die or wilt in the first 5 days of receiving them. This could be due to warm weather or other environmental factors. Please note, if your flowers are older than 5 days old, we are unable to replace these. 

On all occasions, we will request photographs of your flowers to evaluate the quality of them. Please ensure you send through at least 3 photographs that are of high quality, and out of the packaging. We ask for a photograph within the 5-day period so that we can replace these free of charge. Failing to send sufficient photographs, we have the right to decline a refund or resend.

Exceptions / non-returnable or refundable items
We cannot accept returns on our perishable goods such as flowers, plants and chocolate. This is due to the shelf life of these items. Flowers that arrive in poor condition will be replaced and not refunded (after evidence has been submitted). If your delivery is not up to our standards, our customer care team will go the extra mile to ensure that we resolve your issue. For further information on refunds on perishables in the UK, please see the government guidance.  

Refunds due to late delivery
Post during busy periods such as Mother's Day, Valentine's Day and Christmas can sometimes be unreliable and it may mean our deliveries can be delayed. During these periods, we aim to ship out a day or two earlier than expected so that we can attempt to meet your delivery date. Any flowers that do not arrive in perfect condition will be replaced free of charge. Please note that if a delivery is rejected by a recipient or has been missed and not collected, we cannot offer a refund. We are unable to refund or replace any flower deliveries that arrive in perfect condition, even if they arrive outside of the chosen delivery date window.

Gift Cards
Unfortunately, we cannot accept returns on digital gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please get in touch with us at help@guernseyflowersbypost.co.uk.

Updated: 20th January 2024