Fresh flowers and arrangements cannot be returned. If there is a problem with your flowers, we require notification within 24 hours of receipt to allow us to investigate and the items must be returned in person or with photographic evidence to support any claims. This does not mean a refund will be automatically granted.
To be eligible for a return (non-perishable items), your item must be unused and in the same condition that you received it. It must also be in the original packaging. If your return is a perishable product, you must contact us immediately on receipt and forward photographs to firstname.lastname@example.org
We do not accept direct mails or messages through social media to raise an issue. Please do so by email.
If you have purchased a non-perishable item from our retail store, this can be returned for a full refund within 14 days of purchase and with a valid receipt. The item must be returned in its original packaging and in its original state.
Additional non-returnable items include.
- Gift cards
- All Flower School bookings
- Any item that is returned more than 14 days after purchase.
- Those items returned without proof of purchase
- Items not returned in their original state or packaging.
REFUNDS (if applicable)
If your refund is approved, then it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
SALE ITEMS (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at firstname.lastname@example.org.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to: 40 Comiston Road, Edinburgh, EH10 5QQ.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
WEDDINGS AND EVENTS
The terms below apply specifically to wedding and event bookings ONLY and will be applied accordingly to all agreed contracts.
Ollie & Ivy Flowers Ltd has agreed to provide you with the services as detailed above in our proposal. The terms of the document are deemed to be incorporate into this contract. No booking will be confirmed until the initial payment is made. By paying the initial payment, provided in the proposal, the client enters into a legally binding contract with the supplier and agrees to the terms of the contract.
The cost of the service is as set out in the proposal and is based on the initial consultation and discussion with the client. All costs are agreed with the client in advance. However, prices listed in the proposal are calculated based on the number of items/pieces requested at the time of booking. Any changes to the order could result in a change in the unit price of the items listed, in order to accommodate changes in wholesale prices and changes in excess waste material. The prices listed in the proposal are based on today’s current wholesale costs of materials and labour and any significant changes to this, out of the supplier’s control, could result in a price change. Should this occur, any change will be brought to the client’s attention in a timely manner and at the earliest possible notice. The service outlined above includes a full end to end concierge floral service. It includes delivery to the ceremony and reception venue(s). Any additional deliveries will be charged. A return to site fee is also charged, the price of which is determined on event-by-event basis (normally around £80 - £120). This covers the cost of returning to the venue after the event, dismantling, transporting, cleaning and disposing of all waste in keeping with the stipulations made by the venue.
A non-refundable initial payment of 25% of the total quotation is required to reserve the date with the supplier and make the booking. This initial payment will be deducted from the total cost of the service from the final balance. Where a client fails to pay the initial payment, but the deadline given in the proposal, the supplier will be under no obligation to provide the services outlined. The supplier will not be liable for any loss incurred by the client where the supplier is subsequently unable to provide the services on the event date due to the client’s failure to comply with the terms of this clause. If the date of the event changes, and the supplier is in a position to provide the services on any proposed new event date, the initial payment (and any monies paid) will be transferred. However, where such a transfer is not possible, the initial payment will not be refunded.
Payment of the outstanding balance is due no later than 21 days prior to the event taking place. Where the client fails to pay the outstanding balance on time, the supplier will be under no obligation to provide the services for the event date. The supplier will not be liable for any loss incurred by the client where the supplier is subsequently unable to provide the services on the event date due to the client’s failure to comply with the terms of this clause. Where the client fails to pay the outstanding balance, the supplier reserves the right to charge the client for any costs, expenses or outlays incurred as a result of this failure. Any changes to your flower order after this time cannot be guaranteed, although the supplier will make every effort to accommodate your preferences.
In the unlikely event that the supplier has to cancel this contract for reasons beyond control, (death, injury, severe sickness etc.), a full refund of all monies paid will be issued. Every effort will be made to help the client find an alternative florist to complete the booking. Should the client cancel this contract, as compensation for loss of income for that day, the following charges apply as a percentage of the total fee due and will be due by the Client to the Supplier.
- 30 days or less 100% of total booking cost
- 30 - 60 days 50% of total booking cost
- 60-90 days 75% of total booking cost
- 90+ days initial payment of 25% only
Floral subscriptions can be paused or cancelled, providing one month's notice is given by email to email@example.com If you wish to update the frequency of your monthly order, please call us or email directly and we will action these changes within 48 hours.
WORKSHOPS, FLORAL CLASSES AND WORKSHOP GIFT VOUCHERS
Owing to limited places, purchased tickets for our Flower School events are non refundable and non transferable. These terms are strictly adhered to. This also applies to tickets purchased with gift cards. Any cancellations will forego the use of the gift card.
All gift vouchers are valid for one year from the date of sale and are for redeemable for workshops ONLY. Your workshop must be attended within the year of a valid gift card being issued.
Due to terms of third party partnerships our Christmas wreath-making workshops, gift vouchers are NOT redeemable for festive workshops. All other classes and courses are eligible for use with school gift vouchers. Should the cost of the workshop exceed the value of the gift card, the difference in price must be settled before attending the workshop.
We offer a wide range of workshops which are repeated throughout the year to accommodate our clients. Please view our website for live updates and scheduling of workshops. It is the responsibility of the purchaser and/or recipient (not the vendor) of the voucher to ensure it is redeemed in a timely manner. To book a workshop using a gift voucher, please check availability online and email firstname.lastname@example.org to book directly on to the workshop. Vouchers cannot be redeemed online.
It is possible to use a workshop gift voucher towards a private class. Prices for a privately arranged workshop are charged accordingly.
By purchasing a workshop gift voucher, the purchaser and recipient agree to the terms and conditions outlined above.
Please do not hesitate to contact us should you require any further information about our refunds and returns policy.