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We want every floral experience to feel exceptional. This page outlines when replacements or refunds are available and how to receive support quickly.
Because florals are perishable, timing matters. Please document concerns within 24 hours with your order number and photos so we can assist immediately and uphold our quality promise.
Email hello@floristandhome.com with your claim details.
Everyday bouquets and plants are covered by a 24-hour freshness assurance from the time they arrive. Event installations are inspected with the client or coordinator on-site; any concerns should be raised during setup so our team can resolve them immediately.
We offer replacements when flowers arrive damaged, wilted, or materially different from the agreed design. Please share clear photos of the entire arrangement and affected stems, along with your order number and delivery timestamp. If a replacement is not feasible, a partial or full refund may be offered at our discretion.
We cannot refund or replace orders when florals are mishandled after delivery, kept without water, exposed to extreme temperatures, or altered by third parties. Custom event installations, bespoke vessels, candles, and décor rentals are non-refundable once delivered, though on-site concerns will be addressed immediately.
Everyday orders can be cancelled up to 48 hours before the scheduled delivery or collection for a full refund. Event bookings may be cancelled up to seven days prior; deposits may cover planning already completed or materials purchased. Same-day orders and items already in transit cannot be cancelled.
Approved refunds are issued to the original payment method within five business days. Processing times depend on your bank or provider. We send written confirmation as soon as the refund is initiated.
Email hello@floristandhome.com or call the studio during business hours if you require assistance. We acknowledge messages within one business day and outline the next steps for swift resolution.