Refund policy
At The Flower Lounge, we take pride in arranging bouquets with the highest quality, fresh-cut flowers, designed to last. Each bouquet includes flower food and care instructions to maximize freshness.
Flowers & Plants
Due to the perishable nature of flowers, we only accept returns or offer replacements under specific circumstances:
- Notification: If there is an issue with your flowers or plant, please notify us within 24 hours of delivery. After-hours notifications can be left via voicemail with your contact details, and we will respond the next business day. A photograph may be required to support your claim.
- Replacement: We will gladly replace any item damaged during shipping that affects its quality.
- Refunds & Credits: As flowers are perishable, we do not issue refunds. However, if a problem cannot be resolved, we may offer an in-store credit.
- Quality Concerns: Returns are only accepted based on quality issues. Personal preferences such as not liking the arrangement are not grounds for a return.
- Recipient Responsibility: It is the recipient's responsibility to re-cut and water the arrangement to maintain freshness.
- Substitutions: If specific flowers are out of season or out of stock, we reserve the right to substitute blooms with similar ones. We will make every effort to match the advertised arrangement as closely as possible. For specific flower requests, please contact us to check availability.
Non-Perishable Items
For non-perishable items, our return policy lasts 28 days. Unfortunately, if 28 days have passed since your purchase, we cannot offer a refund or exchange.
To be eligible for a return:
- Your item must be unused, in its original condition, and in the original packaging.
- A receipt or proof of purchase is required.
Non-Refundable Items Include:
- Items not in their original condition, damaged, or missing parts due to reasons not our fault.
- Items returned more than 28 days after the delivery date.
- Sale items, gift vouchers, and workshop tickets.
Refunds (if applicable):
Once your return is received and inspected, we will notify you via email. If approved, your refund will be processed, and a credit will be applied to your original method of payment within a certain number of days.
Exchanges (if applicable):
We replace items only if they are defective or damaged. To request an exchange, contact us at info@theflowerlounge.co.uk and send your item to:
The Flower Lounge, 98 Barlow Moor Road, Didsbury, Manchester M20 2PN.
Online Wedding Collection Orders:
All Online Wedding Collection orders are made to order and therefore non-refundable.
We do not offer refunds for:
• change of mind
• amendments requested within 4 days of collection
• missed payment deadlines
• failure to collect on the agreed date
• requests to cancel or reduce items once we have begun ordering or preparing materials
A 20% non-refundable booking fee is required at the time of order. This fee is non-refundable in all circumstances.
If you need to move your collection date, we are happy to transfer your order to a new date, provided we receive at least 4 days’ notice before your original collection date and subject to our availability. Collection dates cannot be changed within 4 days of the booked date.
Once collected, flowers are the responsibility of the customer. As fresh, perishable products, we cannot offer refunds or replacements for damage caused after collection, including heat, transport or storage conditions.
Gifts:
If your item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return. If the gift giver had the order shipped to themselves, we will send the refund to the gift giver.
Shipping:
To return your product, please send it to:
The Flower Lounge, 98 Barlow Moor Road, Didsbury, Manchester M20 2PN.
You are responsible for paying your own shipping costs for returns. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on your location, the time it may take for your exchanged product to reach you may vary. If you are returning an item worth over £40, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.