Refund policy

Refunds and replacements

Fresh flowers are perishable, so we do not give refunds and we do not accept returns. If there is a problem with your bouquet, we will send you a replacement. This policy follows our Terms and Conditions.

If something is wrong with your bouquet

If your bouquet arrives damaged or is not as described, we will send a replacement bouquet of equal or greater value. At our discretion we may instead give you a credit note for the value of the bouquet. To ask for a replacement you need to:

• Email us at info@penelopesflowers.co.uk within 2 hours of the recorded delivery time. We cannot accept messages sent by phone, WhatsApp or social media.
• Put your order number and the recorded delivery time in the subject line of your email.
• Send one continuous, unedited video that shows the whole bouquet and the problem, and shows that the care card was followed, including cutting the stems and placing the flowers in fresh water.
• Send time-stamped photographs of the problem, taken within the same 2 hours.
• If we ask, send proof of who you are or that you placed the order.

We reply to every valid request within 48 hours. Only your first request will be looked at, so please do not send it through more than one channel.

When we cannot replace a bouquet

• Delivery was attempted but nobody was available to receive it, including when Royal Mail holds the parcel at a depot, or the parcel was not collected in time.
• The address or contact details given at checkout were wrong or incomplete.
• The care card was not followed, or the flowers were kept somewhere hot, cold, sunny or draughty.
• Natural variation in colour, bloom size or how long flowers last, small marks on petals or leaves, buds that do not open, or flowers that bloom early or late.
• The request was made after the 2 hour window, or did not include everything listed above.

Late delivery

Your bouquet is sent by Royal Mail Special Delivery to arrive by 1pm. If Royal Mail delivers after 1pm, we will refund your delivery charge. This is the only refund we give. Any other Royal Mail delay, for example because of weather, traffic or disruption, is outside our control.

Credit notes

A credit note is valid for 12 months from the day it is issued. It can only be used on a future order and cannot be exchanged for money.

Training courses

Training courses and their deposits are covered by the terms shown when you book, not by this policy.

Questions? Email info@penelopesflowers.co.uk.