If something arrives wrong, tell us within 24 hours with a photograph and we will replace it or refund it. That is the whole policy — the rest of this page is detail about how it works for each kind of thing we sell.
Flowers and cakes
Fresh flowers are perishable, so they are not returnable in the ordinary sense. What we guarantee instead is condition on arrival: if the arrangement is damaged, wilted or not what you ordered, send us a photo the same day and we will remake and redeliver it at no cost or refund you in full.
Flowers are a natural product and no two bouquets are identical. Stems, shades and exact blooms vary with what the market has that morning. A substitution of similar value and character is not a fault — a bouquet that does not resemble what you ordered is.
Personalised cards
A personalised card is made to your design, so it cannot be resold and is not returnable once printed. The preview you approve in the editor is rendered from the same file that goes to print, at the same size, so what you see is what is printed.
What we do refund is our mistake: a printing fault, a card damaged in the post or a card that does not match the design you approved. Typos and photographs you chose yourself are yours, but write to us anyway — we would rather reprint a card than have you send a bad one.
You can change or cancel a card order any time before it goes to print. Once it is printed we cannot.
eCards
An eCard can be cancelled or changed at any time before its send date. After it has been delivered it cannot be refunded, because it has already done what it was bought to do.
Date Night Stays
Cancel more than 7 days before check-in for a full refund. Between 7 days and 48 hours, half. Inside 48 hours a stay is not refundable, because the room has been held and cannot be filled at that notice.
How the money comes back
Refunds go back the way they came, to the card or the account that paid. Allow up to 10 working days for your bank to show it. If you were charged in a different currency from the one you browsed in, the refund is made in the currency we charged and your bank's rate on the day decides what lands.