Our refund and returns policy lasts 10 days for perishable items – flowers, foliage and foods, and 30 days for  non-perishable items – cuddly toys, vases, sundries etc.  If 10 days for perishable items or 30 days for non-perishable items have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

For most products bought online (costing £43 or more), you have a legal right to change your mind within 14 days and receive a refund under the Consumer Contracts Regulations 2013.  However, you do not have this right for perishable goods, tailor made items or personalised items.  You do not therefore have the right to change your mind about flowers once they have been prepared as they perish.  If you want to cancel the order you must email petalandstemflowers@gmail.com confirming your decision and which products the cancellation relates to.

Refunds may occasionally be given at the discretion of the management

Because of the perishable nature of our flower/foliage products, you are advised to make any complaint within 5 working days of the delivery of flowers.  Following this time period, you should not expect a refund or a re-delivery.  You will be required to provide either the actual flowers or photographic evidence of any problems before we discuss any refunds or replacements.  However, we always endeavour to reach a mutually suitable agreement with the recipient, either for a replacement or a refund, depending upon the nature of the complaint.


How we will refund you

Please be aware that there are certain situations where only a partial refund will be granted.

Please do not send your purchase back to the manufacturer.

To complete your return, we require a receipt or proof of purchase.   

  • Any item with obvious signs of use.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 14 days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at petalandstemflowers@gmail.com

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. We understand that things do unfortunately get damaged in the postage process.  If your items arrive damaged, please do email us with supporting images and as much information as possible, so we can get a replacement sent. Please do not dispose of any damaged items until a resolution has been made. To discuss an exchange for the same item, send us an email at petalandstemflowers@gmail.com, and when advised, send your item to: 45 Badshot Lea Road, Farnham, Surrey, GU9 9JR


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Missing Items

If for any reason there is something missing from your order, please do not hesitate to get in contact by email, within 14 days and we will endeavour to rectify this as quickly as possible.  

Shipping returns

To return your product, you should mail your product to: 45 Badshot Lea Road, Farnham, Surrey, GU9 9JR

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.  

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.  Please note if you use Royal Mail to return any part of your order we do recommend asking for proof of postage.  This may prove useful if you parcel goes missing whilst in their distribution network.

Need help?

Contact us at petalandstemflowers@gmail.com for questions related to refunds and returns.