Returns & Refunds

Fresh flower bouquets

Every flower bouquet is made to order; we do not hold ready-made arrangements. Because fresh flowers are perishable, flower bouquet orders are generally non-refundable after purchase for a change of mind. We cannot ordinarily accept change-of-mind returns of fresh flowers.

Your statutory rights

This policy does not affect your UK statutory consumer rights. If items are faulty, damaged, not as described or otherwise do not meet legal standards, you may be entitled to a refund or other remedy. Please email heartworkslondon@gmail.com with your order number, description of the issue, and photographs where available.

Other purchases

Non-perishable gifts, customised products and hotel decor services may have different legal cancellation or refund rules. Contact us about your order; your statutory rights will be respected.

For bouquets, see Flower Delivery & Collection for the delivery area, collection arrangements, next-day cut-off and personalisation details.