Refund policy
WELCH CUSTOMER CARE · SINCE 1920
Changes, cancellations
& refunds.
A little care, when you need it.
Everything you need to know about your order, our freshness guarantee and how we can help.
GUARANTEEWith the care instructions
supplied with your bouquet.
FLOWERS, WITH CONFIDENCE
Our seven-day
freshness guarantee.
Care that continues
after delivery.
We guarantee fresh flowers for seven days from delivery when the care instructions supplied with your bouquet are followed. If your flowers do not last as they should, please contact us with your order number, a description of the problem and, where possible, photographs. We will investigate and arrange a suitable replacement or refund. This guarantee is in addition to your statutory rights.
Make the most of your flowers ↗LET’S PUT THINGS RIGHT
Something not quite right?
If an item arrives damaged, is incorrect or you are unhappy with its condition, please tell us as soon as possible so we can help. If an order has not arrived, contact us promptly so we can investigate and arrange delivery or a refund as appropriate. Please do not send flowers or other goods back without first contacting us for return instructions.
Tell us what happened
Have your order number handy and let our team know about the problem.
Show us, if you can
Photographs can help us understand concerns about the condition of your flowers.
We’ll look into it
We’ll investigate your order and explain the options available.
Changes &
cancellations
Please contact us immediately if you need to amend or cancel an order. Whether we can make a change or cancel depends on whether preparation or dispatch has started. We will check the status of your order and explain the available options.
Fresh flowers
Fresh flowers are perishable and do not carry the usual change-of-mind cancellation right for online purchases. This does not affect your rights where goods are faulty, not as described or not supplied as agreed.
Non-perishable
goods
For eligible non-perishable items bought online, you may notify us of cancellation within 14 days of receiving them and return them within a further 14 days. Some items, including personalised goods and certain sealed goods once unsealed, may be excluded where the law allows. You are responsible for return postage when returning eligible non-perishable goods because you have changed your mind. Contact us for return instructions before sending items back. This does not apply to faulty or incorrect goods; contact us so we can arrange an appropriate remedy. We will explain any lawful deduction for handling beyond what is necessary to inspect an item.
Refunds,
clearly explained.
Approved refunds are made to the original payment method. We aim to process refunds within seven days of receiving any required returned goods or evidence of return, and will meet the applicable statutory deadline. Where you exercise a statutory cancellation right, the standard outbound delivery charge is refunded where required; any premium delivery upgrade is not refundable beyond the standard delivery cost. Your bank may take additional time to show the refund.
A REAL TEAM, READY TO HELP
Let’s talk
about your order.
Please quote your order number so we can help.
Monday–Saturday · 07:30–16:00
Nothing in this policy limits your statutory rights.
Visit our contact page ↗Your Nottingham family florist.
Personal care. Since 1920.