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The Atelier Edit

Return & Refund Policy

Because flowers are perishable, our return policy is a little different from standard retail. Here's how it works.

Fresh flowers and perishable goods cannot be returned once they have been delivered. However, we stand behind the quality of every arrangement we prepare. If something isn't right, we'll do everything we can to make it right.

1. Substitutions

We reserve the right to substitute products with a similar arrangement of equal or greater value if specific stems or flowers are unavailable. This ensures every order is delivered on time. Substitutions may occur without prior notice and the quantity will remain the same — packaging and varieties may vary.

Note: All product images are studio photographs. The actual arrangement delivered may look different in colour, container, or wrapping. No refunds will be issued solely because the delivered arrangement "looks different from the photo online".

2. Delivery timing

We guarantee delivery on the specified date. We do not guarantee delivery at a specific time. While we always aim to arrive within your requested window, delays may occur due to weather, traffic, or recipient availability. Complaints based solely on late delivery within the same day will not be entertained.

3. Order cancellation

You may cancel your order within 15 minutes of placing it by calling or messaging us on 0325 900 0813. After this window, the order enters our florist queue and cannot be cancelled.

The Flower Atelier reserves the right to cancel any order before or after acceptance — for example, if pricing was listed incorrectly or stock is unavailable. You will be notified immediately in such cases.

4. What is non-returnable

  • Fresh flowers and arrangements — perishable and non-returnable.
  • Cakes, chocolates, and perishable gifts — once delivered, they cannot be returned.
  • Personalised items — cards with custom messages, engraved items, or bespoke arrangements.

5. Damaged on arrival

If your arrangement arrives visibly damaged or significantly different from what you ordered, we will arrange a free replacement or a partial/full refund. Please:

  • Contact us within 1–2 hours of delivery.
  • Share a clear photograph of the arrangement as received.
  • Keep the arrangement until we respond.

Claims made after this window cannot be accepted because fresh products deteriorate quickly.

6. Refund method & timeline

Approved refunds are processed back to your original payment method. Card refunds typically take 2–7 working days, depending on your bank. We will send you an email confirmation once the refund is initiated. In case of delay, please follow up with your bank first.

7. Summary

Situation Refund / Replacement
Item not delivered on the specified date Full refund or free re-delivery
Item delivered but damaged Free replacement or partial refund
Item delivered on time but not identical to photo No refund (substitutions are permitted)
Recipient not available / refused delivery No refund (order treated as delivered)
Order cancelled within 15 minutes Full refund
Order cancelled after 15 minutes No refund

8. Contact us

For any return, refund, or quality concern, reach us at orders@floweratelier.com or call/WhatsApp us on 0325 900 0813. We're here to help.

Last updated: 03 Oct 2026