Heart Box Fresh Rose Bouquet

Return & Refund Policy – Personalised Fresh Flower Bouquets

We take great pride in creating bespoke floral arrangements designed especially for you. As each bouquet is handcrafted and contains fresh, perishable blooms, our return and refund terms are as follows:

1. Non-Returnable Items

• Due to the personalised and perishable nature of fresh flowers, we cannot accept returns once your bouquet has been made and delivered, unless it arrives damaged or faulty.

2. Damaged or Faulty Items

• If your bouquet arrives in poor condition, please contact us within 24 hours of delivery.

• Provide clear photographs of the bouquet and packaging so we can assess the issue.

• If confirmed, we will offer either:

  • A replacement bouquet of equal value, or

  • A full refund to your original payment method.

3. Order Cancellations

• Orders can be cancelled at least 48 hours before the scheduled delivery date for a full refund.

• Cancellations made after this time may incur charges for flowers and materials already prepared.

4. Care Responsibility

• Once delivered, the condition of your flowers depends on proper care (fresh water, trimming stems, avoiding heat sources). We cannot offer refunds for damage caused after delivery due to lack of care.

5. How to Request a Refund or Replacement

• Email us at [your email] with your order number, photos, and a brief description of the issue.

• We aim to resolve all claims within 3 working days.

1. Local Hand Delivery (Alsager Area)

• We offer local hand delivery within a 5‑mile radius of Alsager.

• Orders placed before 2:00pm (Monday–Friday) qualify for next‑day local delivery.

• Orders received after 2:00pm will be processed the following business day and delivered the next day.

• Business working days are Monday to Friday (excluding public holidays).

2. UK‑Wide Delivery

• For customers outside the local delivery area, we provide UK‑wide shipping via Royal Mail Next Day Tracked.

• Orders placed before 4:00pm (Monday–Friday) will be processed the same day, shipped the next business day, and delivered the following day.

• This means UK‑wide delivery operates on a 2‑day turnaround:

  • Day 1: Order received before 4pm → processed same day.

  • Day 2: Order shipped via Royal Mail Next Day Tracked.

  • Day 3: Delivery completed.

• Orders placed after 4:00pm will be processed the next business day, shipped the following day, and delivered the day after.

​

3. Delivery Schedule Summary

​

Delivery             Type                           Cut‑Off Time                  Processing                    Shipping                        Delivery

Local     (Alsager, 5‑mile radius)   2:00pm Same day          (Mon–Fri)                    Next day                      Next day

UK‑Wide                                        4:00pm Same day           (Mon–Fri)                  Following day              (2‑day delivery)

​

4. Additional Notes

• Deliveries are only made on business working days (Monday–Friday).

• Public holidays may affect delivery times.

• Tracking information for UK‑wide orders will be provided once your parcel has been dispatched.

• We are committed to ensuring your order arrives promptly and securely.