Refund and return policies
All refunds and returns are dealt with and decided on a case by case basis, but the following outline our policies and procedures to ensure a smooth process should a refund or return be deemed necessary.
If you're not completely satisfied, contact us within 48 hours of delivery. We promise that if your dissatisfaction is any fault of ours, we'll offer to put things right within the parameters of this refund policy.
If you make an error during ordering, such as add an additional item by mistake or put in the incorrect delivery date, please get in contact as soon as possible, we will attempt to accommodate those changes for you up until the order is dispatched with the delivery driver.
If we are uncertain of your requirements we will attempt to make contact with you to clarify your order. If we are unable to make contact or don't hear back from you before the order is placed for dispatched with our delivery driver we will assume the order is correct and send it as ordered.
If you need to cancel your order, please contact us immediately. We will be able to offer a refund in alignment with the following conditions:
· We cannot cancel an order or issue a refund for items that have already been delivered.
· If your order is already dispatched with the delivery driver you will be charged a cancellation fee equal to 50% of the order total so that we can recover delivery costs and cost of goods sold.
Substitution of flowers
Please refer to our terms of service
Due to the organic nature of most of our products, time is of the essence in establishing what may have gone wrong. It is therefore essential that you contact us within 48 hours of delivery if you have any cause for concern with regards to the quality or condition of the flowers received. This allows us to diagnose the potential issue and assess an offer of replacement.
After contacting us with your concerns, you will be asked to provide a photo of the flowers so that we can assess what might have gone wrong.
If the flowers sent out are deemed to have been the incorrect item or of poor quality, we will offer a replacement to be sent out. On a case by case basis, we will assess if a replacement is not suitable and may offer a full or partial refund instead. In such cases, “thinking about you” will bear the cost of re-delivery.
Unfortunately, we are unable to accept returns or issue refunds for claiming poor quality if you have not attempted to make contact within 48 hours of delivery of your order.
We are unable to provide refunds for delivery if you have provided incorrect delivery details. If you provide incorrect details and a subsequent re-delivery is required, you may be charged an additional delivery fee if the new address is outside the delivery Zone of the first address specified.
Change of mind
If the order hasn't already been delivered and isn’t with the delivery driver, we would be happy to try and accommodate a change of mind and refund/recharge the difference in amount if applicable. We are unable to accept change of mind requests once the order has been handed over to our delivery driver.
Replacements & Returns
In the case of a replacement arrangement being issued, we may request for the original order to be returned, to assess what may have gone wrong. This will be picked up at the same time as the replacement delivery is delivered. Thinking about you will bear the delivery cost for the replacement and for the item being returned.
Refunds will be processed back into the account you placed the order with. For example, if you placed the order using a credit card, the refund must be to the same credit card. Once a refund has been processed it takes up to five working days for the refund to appear in your account.
If you have any concerns about your refund, please don't hesitate to contact us.