Return & Refund Policy

At Bouquet Boutique Flowers ("trading as Bouquet Boutique"), every bouquet and floral arrangement is individually handcrafted using fresh, seasonal flowers and prepared specifically for each order.

Due to the perishable nature of fresh flowers and the bespoke preparation of every arrangement, all sales are final.

By placing an order through our website, you confirm that you have read, understood and agreed to this Return & Refund Policy, together with our Shipping Policy, Terms of Service and Privacy Policy.

No Returns

Fresh flowers are perishable goods and cannot be returned once they have been delivered or collected.

For this reason, Bouquet Boutique Flowers ("trading as Bouquet Boutique") does not accept returns under any circumstances unless required by applicable UK consumer law.

No Refunds

Refunds, exchanges, replacements or credits are not available for:

• Change of mind.
• Incorrect flower or bouquet selection.
• Orders where the recipient is unavailable.
• Incorrect or incomplete delivery address provided by the customer.
• Incorrect postcode.
• Incorrect or invalid telephone number.
• Failure of the recipient to answer telephone calls or messages.
• Failure to provide access to the delivery location.
• Missed Collection (Pick-Up) appointments.
• Late arrival for Collection.
• Failure to notify us before arriving late for Collection.
• Natural variations in flowers.
• Personal preference regarding colour, flower size or bouquet appearance.

Once an order has been prepared, dispatched or collected, it cannot be cancelled or refunded.

Delivery Policy

Customers are solely responsible for ensuring that all delivery information is accurate before placing an order.

This includes:

• Recipient's full name
• Complete delivery address
• Correct postcode
• Valid and reachable telephone number
• Any necessary delivery instructions

Bouquet Boutique Flowers accepts no responsibility for unsuccessful deliveries caused by incorrect or incomplete information supplied by the customer.

Recipient Unavailable

Our delivery driver will make every reasonable attempt to complete the delivery.

Where reasonably possible, the driver may wait for up to 7 minutes at the delivery address.

If delivery cannot be completed because:

• the recipient is not present;
• the recipient cannot be contacted;
• the telephone number provided is incorrect or unavailable;
• access to the property cannot be gained;
• the address is incorrect, incomplete or inaccessible;
• entry is refused;
• no safe delivery location is available;

the delivery will be considered unsuccessful.

In these circumstances:

• No refund will be issued.
• No replacement bouquet will be prepared.
• No repeat delivery will be attempted.
• The order will be considered completed.

Collection (Pick-Up)

Customers choosing Collection must collect their order during the selected collection time.

If you expect to arrive later than your scheduled time, you must notify us at least 10–15 minutes before your collection time.

If the customer:

• fails to arrive during the selected collection window;
• fails to notify us in advance;
• does not collect the order on the agreed date;

the order will be considered fulfilled.

Due to the perishable nature of fresh flowers:

• No refund will be issued.
• No replacement bouquet will be made.
• No complimentary remake will be provided.

Handmade & Natural Product Disclaimer

Every bouquet is individually handcrafted by our florists.

Fresh flowers are natural products, meaning every arrangement is unique.

Product photographs displayed on our website are for illustration purposes only.

Natural variations should be expected, including but not limited to:

• flower varieties;
• seasonal substitutions;
• colour tones;
• brightness of colours;
• bloom size;
• bud size;
• stem length;
• bouquet shape;
• wrapping;
• foliage;
• packaging.

Flowers may appear larger or smaller than shown in photographs.

Some flowers naturally open during transport or shortly after delivery.

These natural characteristics are not defects and do not qualify for refunds, replacements or compensation.

Flower Substitutions

Flower availability changes daily due to seasonality and market supply.

Bouquet Boutique Flowers ("trading as Bouquet Boutique") reserves the right to substitute flowers, foliage, wrapping or packaging with products of equal or greater value while maintaining the overall style, colour palette and quality of the arrangement.

Substitutions do not constitute incorrect orders and are not grounds for refunds.

Quality Issues

All bouquets are carefully inspected before leaving our workshop.

If you believe your order has arrived significantly damaged during delivery or there is a genuine quality issue, you must notify us within 24 hours of delivery.

Please provide:

• your order number;
• clear photographs of the bouquet;
• photographs of the packaging (where applicable);
• a description of the issue.

Claims received after 24 hours may not be accepted.

All claims are reviewed individually.

Where appropriate, Bouquet Boutique Flowers may offer a replacement or refund in accordance with UK consumer law.

Cancellation Policy

Orders may only be cancelled before preparation has commenced.

Once floral preparation has begun, the order cannot be cancelled or refunded because all products are made specifically for your order.

Limitation of Liability

Bouquet Boutique Flowers ("trading as Bouquet Boutique") is not responsible for unsuccessful deliveries resulting from:

• incorrect customer information;
• recipient absence;
• refusal to accept delivery;
• inaccessible properties;
• building security restrictions;
• incorrect telephone numbers;
• failure to answer calls;
• customer collection failures.

No refunds, repeat deliveries or replacement bouquets will be provided in these circumstances.

Your Statutory Rights

Nothing in this Return & Refund Policy limits or excludes your statutory rights under applicable consumer protection laws in England and Wales.

Acceptance of This Policy

By purchasing flowers, bouquets or any other products from Bouquet Boutique Flowers ("trading as Bouquet Boutique"), you acknowledge and agree that:

• fresh flowers are perishable products;
• every bouquet is individually handcrafted;
• natural variations are to be expected;
• product photographs are for illustration purposes only;
• unsuccessful deliveries caused by incorrect customer information or recipient unavailability are not eligible for refunds or repeat deliveries;
• all orders are subject to this Return & Refund Policy.

Your purchase constitutes your full acceptance of these terms.

This Return & Refund Policy should be read together with our Terms of Service, Shipping Policy and Privacy Policy.