Cancellations, returns & refunds

Cancel or change an order

Contact us as soon as possible. If preparation or purchasing of materials for your order has not started, you may cancel for a full refund. Changes depend on availability and the agreed delivery or collection time.

Once work has started, fresh flowers, personalised products and bespoke arrangements cannot normally be cancelled or returned simply because you change your mind. We will explain any non-recoverable preparation costs and refund any recoverable balance. If the order has been dispatched, please contact us before making other arrangements.

Damaged, incorrect or unsatisfactory flowers

Please report a problem as soon as possible, preferably within 24 hours of delivery or collection, with your order number and clear photos if available. Keep the arrangement while we assess the issue. Prompt reporting helps us investigate perishable products; it does not remove your legal rights.

If an order arrives damaged, is materially different from what was agreed, or does not meet the required quality, we will assess the issue and arrange an appropriate replacement, correction or refund. We cover reasonable return or replacement delivery costs where the problem is our responsibility. Do not send flowers back without instructions.

Non-perishable, non-personalised products

For a change of mind, contact us within 7 days of receiving an unused, non-personalised, non-perishable item. Keep it in its original condition and packaging. We will confirm the return arrangements before you send it back.

You pay the return delivery cost for a change-of-mind return. The original delivery charge is not normally refundable once the service has been completed. This does not apply where the item is faulty, incorrect or otherwise covered by your legal rights.

Refund processing

Approved refunds are returned through the original payment method where possible. We aim to initiate them within 5–10 business days after approval and, where applicable, receipt of the authorised return. Your bank or payment provider may take additional time to show the funds.

We do not require you to pay an extra fee to receive a refund. If a refund has not appeared, contact us with your order number and payment reference; never send your card PIN or password.

Your consumer rights

These policies do not exclude rights or remedies provided by applicable Kenyan consumer law. If we cannot supply your agreed order, we will contact you to discuss an acceptable alternative or refund. Contact [email protected] or 0717745223 for assistance.