Returns Policy

Payment

Payment is taken in full at checkout by card, processed securely by Stripe (Apple Pay and Google Pay supported). This applies to fresh flower delivery, UK-wide shipping of preserved and crochet items, and in-store collection. Bespoke enquiries are quoted by us and paid via a secure payment link.

If we cancel your order before production begins — because we can't fulfil it, or because you contact us in time — any payment you've made is refunded in full. Refunds typically arrive in your account within 5 to 10 business days, subject to your bank's processing times.

Change-of-mind returns

We do not accept change-of-mind returns on our floral products—fresh flowers, preserved flowers, or hand-crocheted florals. Every arrangement is made to order, and fresh flowers are perishable, so once an order has been made up it cannot be resold or reused.

None of this affects your statutory rights as a consumer. Nothing in this policy removes or limits the rights you have under UK consumer law — including your rights if something you receive is faulty, damaged, not as described, or not fit for purpose, and any right to cancel that applies to your order (see below).

The 14-day right to cancel, and where it does not apply

Most things bought online in the UK come with a 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Regulation 28 of those Regulations sets out exemptions, and two of them cover much of what we make:

• Perishable goods — fresh flowers are perishable, so fresh flower orders are exempt from the 14-day cancellation right.
• Made to your specification or clearly personalised — bespoke and custom pieces (for example a crochet arrangement made in colours you choose, or anything personalised for you) are exempt on that basis.

Those exemptions do not cover ready-made, non-perishable items bought exactly as listed — for example a standard preserved or crochet piece, or an accessory, with no personalisation. If that describes your order and you want to cancel, please contact us within 14 days of receiving it and we will confirm how to return it and arrange your refund. Please don't rely on this summary as legal advice — if you think a right applies to your order, contact us and we will look at it properly.

How we ensure you are happy before dispatch

Because change-of-mind returns aren't possible on made-to-order florals, we work closely with you to make sure you are fully satisfied before your order leaves our studio:

• We discuss your requirements along the way — colour preferences, style, size, occasion and any special requests. We confirm details with you before we start creating.
• We send you images of the final product before it is sent off— so you can see exactly what you're getting and request adjustments if needed before delivery or collection.

We are committed to creating arrangements you will love. Our process is designed to minimise any chance of disappointment by aligning expectations and showing you the finished product before dispatch.

Why change-of-mind returns aren't possible

Made-to-order floral products can't be taken back for practical and economic reasons:

• We stock flowers and materials in advance — to create your order, we purchase fresh blooms and materials ahead of time. Once used, they cannot be resold.
• Wrapping and packaging costs — each arrangement is wrapped, packaged and prepared specifically for your order. These materials and labour cannot be recovered.
• Human power and craftsmanship — our florists invest time and skill into every piece. That work cannot be undone or refunded in the same way as a mass-produced item.
• Flowers are perishable — fresh flowers wilt and deteriorate quickly; preserved and crochet items are handcrafted to order. For hygiene, safety and quality reasons, we cannot resell or reuse returned floral products.

Faulty or incorrect orders

If you receive an order that does not match what was agreed, or that arrives damaged, please contact us as soon as possible. We will review such cases individually and aim to resolve them fairly — where appropriate, this may include a partial or full refund back to your original payment card (5 to 10 business days) or a replacement.

This is how we honour your rights under the Consumer Rights Act 2015, which entitles you to goods that are of satisfactory quality, as described, and fit for purpose. Where they aren't, you may be entitled to a repair, a replacement or a refund. It is separate from the change-of-mind position above — a faulty or incorrect order is not a change of mind, and we never treat it as one.

Contact us

For questions about this policy or to discuss an order, contact us at hello@thefloralmuse.uk or via our Enquire page. See also our Terms of Service. You can also message us on WhatsApp (opens in new tab).