Last updated: 01.02.2026

Perishable Goods

Flowers and plants are perishable goods.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off period does not apply to perishable items such as flowers.

Refund Eligibility

Refunds are not guaranteed and are assessed on a case-by-case basis.

A refund or replacement may be offered only where:

  • the flowers arrive damaged and unusable, or
  • the incorrect item was delivered.

Natural variations in flowers (including colour, bloom stage, and size) are not considered faults.

Reporting an Issue

To be eligible for a refund or replacement, you must:

  • contact us within 24 hours of delivery, and
  • provide clear photographic evidence showing the issue.

Requests made after this timeframe, or without evidence, may be declined.

Non-Refundable Situations

Refunds will not be issued for:

  • personal preference or dissatisfaction not related to fault,
  • flowers left in a safe place as instructed,
  • delivery failure due to incorrect or incomplete address details,
  • delays caused by circumstances outside our control (weather, courier delays),
  • orders already prepared, dispatched, or out for delivery.

Approved Refunds

Where a refund is approved:

  • it will be processed to the original payment method only,
  • refunds may take 5–10 working days to appear, depending on your payment provider.

Chargebacks & Disputes

Customers are encouraged to contact us directly to resolve any issue before raising a chargeback or payment dispute with their bank, Stripe, or PayPal.

We reserve the right to submit order details, delivery confirmation, photographs, and policy acceptance as evidence in any dispute.

📧 Contact: hello@floristmossandivy.uk
📞 Phone: 07821911289

Delivery Policy

Last updated: 01.02.2026

Delivery Areas

We currently deliver to Bedford (Bedfordshire) / United Kingdom.

Delivery availability and pricing are shown at checkout.

Delivery Dates & Times

  • Delivery dates and times are estimates only and cannot be guaranteed.
  • During peak periods (e.g. Valentine’s Day, Mother’s Day), delays may occur.

Delivery Completion

Delivery is deemed complete when:

  • the order is delivered to the address provided at checkout, or
  • the order is left in a safe place or with a neighbour, in line with the delivery instructions provided.

Proof of delivery (including photographs or tracking data) may be used as evidence in the event of a dispute.

Recipient Availability

It is the customer’s responsibility to ensure:

  • delivery address details are correct, and
  • someone is available to receive the order, where required.

If no one is available, flowers may be left in a safe place unless otherwise instructed.

Incorrect Addresses

We are not responsible for failed or delayed deliveries caused by:

  • incorrect or incomplete address details,
  • recipient unavailability.

Orders affected by address errors are non-refundable.

Weather & External Factors

We are not liable for delivery delays caused by circumstances beyond our control, including:

  • extreme weather,
  • traffic incidents,
  • courier or supplier disruptions.

Same-Day / Time-Sensitive Deliveries (If Applicable)

For same-day or date-specific deliveries:

  • orders must be placed before the stated cut-off time,
  • cut-off times are strict and missed deadlines may result in next-day delivery,
  • same-day orders cannot be cancelled once processing begins.

📧 Delivery enquiries: hello@floristmossandivy.uk
📞 Phone: 07821911289