Flower Worx Refund Policy

Our Approach To Refunds

At Flower Worx, every bouquet and floral arrangement is handcrafted with care, attention to detail and premium floral styling.

Because fresh flowers are natural, perishable products and many of our arrangements are bespoke or made to order, our refund policy is designed to be fair, clear and practical for both our customers and our business.

We always want our customers to be happy with their flowers. If something is not right, please contact us as soon as possible so we can review the issue properly and help where appropriate.

Fresh Flowers And Perishable Products

Fresh flowers are perishable and their lifespan can vary depending on flower type, season, temperature, handling and aftercare.

Once flowers have been delivered or collected, they must be cared for correctly to stay fresh for as long as possible.

Flower Worx cannot be responsible for flowers that deteriorate due to:

• lack of water

• incorrect care

• heat exposure

• cold exposure

• direct sunlight

• being left in a car

• being placed near radiators or fires

• being kept near fruit

• poor handling after delivery or collection

• flowers being left unattended at the customer’s request

Bespoke And Made To Order Arrangements

Many Flower Worx bouquets and arrangements are bespoke or made to order.

This means flowers, packaging, sundries and materials may be ordered specifically for your arrangement.

Because of this, orders may not always be cancelled or refunded once flowers have been sourced, prepared, arranged or personalised.

This applies especially to:

• bespoke bouquets

• personalised arrangements

• funeral flowers

• wedding flowers

• corporate flowers

• event flowers

• seasonal collections

• workshops

• large statement arrangements

• flower hearts

• custom colour or flower requests

This does not affect your statutory rights if there is a genuine issue with the order.

Cancellations Before Delivery Or Collection

If you need to cancel or amend your order, please contact Flower Worx as soon as possible.

Where possible, we ask for a minimum of 48 hours notice before the delivery or collection date.

If cancellation is requested more than 48 hours before delivery or collection, and we have not already ordered, sourced or prepared flowers or materials specifically for your order, we may be able to offer a refund or rearrange your order.

If cancellation is requested with less than 48 hours notice, or after flowers, sundries or materials have already been purchased or prepared, the order may not be refundable.

Same Day And Last Minute Orders

Where Flower Worx agrees to accept a same day or last minute order, work may begin quickly.

Because of this, same day and last minute orders may not be refundable once accepted, sourced, prepared or arranged.

If you need to change a same day or last minute order, please contact us immediately and we will do our best to help where possible.

Seasonal Orders

Seasonal periods such as Valentine’s Day, Mother’s Day and Christmas are extremely busy and require advance planning, stock ordering and preparation.

Orders for seasonal flowers may have stricter cancellation terms because flowers and materials are purchased in advance.

Seasonal orders may not be refundable once stock has been ordered, prepared or allocated to your order.

This includes:

• Valentine’s Day flowers

• Mother’s Day flowers

• Christmas flowers

• Christmas table centrepieces

• seasonal workshops

• large seasonal arrangements

Weddings, Funerals, Corporate Flowers And Events

Wedding flowers, funeral flowers, corporate floral styling and event arrangements are quoted and arranged individually.

Deposits may be required to secure dates, order flowers, reserve materials and begin planning.

Deposits may be non-refundable once planning, ordering, design work, consultation time or supplier commitments have begun.

Cancellation terms for weddings, funerals, corporate work and events may vary depending on:

• the size of the booking

• the event date

• flowers already ordered

• materials already purchased

• design work already completed

• staff time allocated

• supplier commitments made

Any specific cancellation or refund terms should be confirmed as part of the quote or booking process.

Workshops

Workshop places may require full payment or a deposit at the time of booking.

If you need to cancel your workshop place, please contact Flower Worx as soon as possible.

Workshop payments may be non-refundable if flowers, sundries, materials or refreshments have already been purchased for your place.

If you are unable to attend, we may be able to transfer your place to another date where availability allows.

If Flower Worx needs to cancel or rearrange a workshop, customers will be offered an alternative date or a refund.

If There Is A Problem With Your Flowers

If there is a problem with your flowers, please contact Flower Worx as soon as possible and within 24 hours of delivery or collection.

Because flowers are perishable, complaints raised after this period may be harder to investigate.

Please provide:

• your name

• order details

• delivery or collection date

• a clear description of the issue

• clear photographs of the flowers

• clear photographs of the packaging where relevant

• your contact details

This helps us assess the issue fairly and quickly.

What We May Offer

Where Flower Worx accepts that there is a genuine issue with your order, we may offer one of the following depending on the circumstances:

• replacement flowers

• a replacement arrangement

• partial refund

• full refund

• store credit

• alternative arrangement

• rearranged delivery or collection

The solution offered will depend on the nature of the issue, the condition of the flowers, the timing of the complaint and the evidence provided.

Flowers That Differ Slightly From Images

All Flower Worx arrangements are handcrafted individually.

Images on our website and social media are used to show the style, colour palette, quality and overall feel of our work.

Because flowers are natural products, each arrangement may vary slightly depending on:

• seasonal availability

• stem size

• flower shape

• colour tone

• supplier quality

• stock availability

• natural variation

Where substitutions are needed, Flower Worx will always aim to maintain the overall style, value, colour palette and quality of the arrangement.

A slight natural variation from an image does not automatically mean the product is faulty.

Incorrect Delivery Details

Flower Worx cannot be responsible for failed or delayed delivery caused by incorrect or incomplete information provided by the customer.

This includes:

• incorrect address

• incorrect postcode

• wrong recipient name

• missing contact number

• incomplete delivery instructions

• recipient not being available

If redelivery is required because incorrect information was supplied, an additional delivery charge may apply.

Refunds may not be available where we have attempted delivery using the details provided by the customer.

Recipient Not Available

Please ensure somebody is available to receive the flowers where possible.

If nobody is available, Flower Worx may, where appropriate:

• leave the flowers with a neighbour

• leave the flowers in a safe place

• contact the sender or recipient

• return the flowers to the studio

• arrange redelivery where possible

If flowers are left in a safe place, with a neighbour, or at a reception desk at the customer’s request, Flower Worx cannot be responsible for loss, theft, weather damage, deterioration or mishandling after delivery.

Refund Processing

Where a refund is agreed, it will usually be processed back to the original payment method.

Refund times may depend on the payment provider, bank, card issuer, Stripe, Klarna or other third-party payment service.

Flower Worx cannot control delays caused by banks or payment providers.

If payment was made through Klarna or another buy now pay later provider, refunds may also be subject to that provider’s own processes and terms.

Your Statutory Rights

Nothing in this Refund Policy affects your statutory rights.

Customers may have legal rights where goods are faulty, not as described, not of satisfactory quality, or not provided with reasonable care and skill.

Fresh flowers and bespoke floral arrangements may be treated differently from standard non-perishable products because of their perishable and made-to-order nature, but Flower Worx will always deal with genuine issues fairly and professionally.

Contact Flower Worx

If you have a question about a refund, cancellation or issue with your order, please contact us as soon as possible.

Flower Worx Studio
No.5 Warrenhouse Road
Brighton-le-Sands
Merseyside
L22 6QN