Return & Refund Policy
This policy sets out how we handle returns, refunds, cancellations, modifications and exchanges.
1. Refunds
If your flowers or items arrive damaged or defective, please contact us within 24 hours and include clear photos. Depending on the situation, we may offer a replacement or a refund.
Refunds cannot be given in the following cases:
- If delivery fails because the address provided was incorrect or incomplete.
- If the recipient is unavailable and neither the recipient nor the sender can be reached, and no prior agreement has been made to leave the flowers in a safe place.
- If you have agreed at checkout for your order to be left in a safe place (e.g., with a concierge, neighbour, or outside the door), and any loss, theft, or damage occurs after delivery.
Refunds will always be returned to the original payment method. Refunds are processed within 5–10 working days depending on your bank or payment provider.
2. Returns
Perishable goods (fresh flowers and dried flowers): Because these items are fragile, time-sensitive, and made to order, we cannot accept returns or exchanges, except where they arrive damaged or defective. Please note that under the Consumer Contracts Regulations 2013, the usual 14-day cancellation and return rights do not apply to perishable goods.
Non-perishable goods (e.g., vases, scissors, candles and other accessories): You may cancel and return within 14 days of delivery, provided the items are unused and in their original packaging.
- Please contact us before sending anything back so we can provide the correct return instructions.
- An order number or proof of purchase must be included.
- Customers are responsible for the return shipping cost unless the item is defective. We recommend using a tracked delivery service, as the customer is responsible for the goods until they arrive back with us.
Delivery charges:
- If your order includes any perishable goods(fresh flowers and dried flowers ), delivery charges are non-refundable in all cases.
- If you purchase only non-perishable items and return them all within 14 days, or if an item is defective, we will also refund the delivery charge.
Please notify us of returns promptly, and all approved refunds will be processed within 14 days of receiving the returned goods.
3. Cancellations
Fresh and dried flowers:
- Standard periods: Orders may be cancelled free of charge up to 2 days before delivery, unless preparation has already begun.
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Peak seasons (Valentine’s Day, Mother’s Day, Christmas): Orders must be cancelled at least 4 days before the delivery date. If preparation has already begun, cancellation is not possible.
- Once preparation has started (e.g., flowers or materials have been purchased or arranged), we may charge up to 100% of the order value.
Non-perishable goods: Orders may be cancelled any time before dispatch. If the item has already been dispatched, please refer to the Returns section above for how to cancel and return it within 14 days of delivery.
4. Modifications
If you would like to change your order (such as delivery address or gift message), please contact us as soon as possible. Whether a modification can be made depends on the stage of preparation, and we will use our reasonable discretion in deciding if it is possible.
5. Exchanges
We don’t offer exchanges. Eligible items will be refunded, and you can place a new order if you wish.
Contact Information
If you need to get in touch with us or have any questions, please contact us:
Aoyama Flower Market Lodon
Phone: +44 (0)79 5609 3699 (preferably by WhatsApp or text message)
Email: ukonline@aoyamaflowermarket.com
Address: 400 Oxford Street, London W1A 1AB, United Kingdom
We are located on the Ground Floor in Selfridges.