Payments, Returns and Refunds

GENERAL

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 info@ollieandivyflowers.com

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

- 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 info@ollieandivyflowers.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 info@ollieandivyflowers.com.   

GIFTS

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.

SHIPPING

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.

DEPOSITS

Floral arrangements for events, weddings, corporate clients and funerals will incur a non-refundable down payment of 25% of the total balance, at the time of order.  The outstanding balance must be settled 21 days prior to the event taking place. Orders placed within the 21 days prior to the event will be charged in full at the point of sale.  

FLORAL SUBSCRIPTIONS

Floral subscriptions can be paused or cancelled, providing one month's notice is given by email to info@ollieandivyflowers.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 AND FLORAL CLASSES 

Owing to limited places, purchased tickets for our Flower School events are non-refundable or transferable.  If you are no longer able to attend a workshop, you may gift or sell your ticket to another person.  Please inform us if you are no longer attending or if another person is taking your ticket.  

Please do not hesitate to contact us should you require any further information about refunds and returns.