Help For a bad Flower Delivery

You’ve ordered a beautiful bunch of flowers online, perhaps to celebrate a loved one’s birthday, for a special occasion or maybe just to make yourself happy. But when they turn up they look nothing like the photo online. Can you do anything or do you just have to grin and bear it? Here we’ll detail your rights in regard to online flower delivery.

Am I entitled to a refund?

The gist of the matter is that if the product you receive does not match what was sold then you are entitled to a complete, or partial, refund. Even if the number of flowers you receive is as stated, if they are in a poor condition then the product is still not as advertised. Some examples are:

  • Wilted flowers
  • Missing flowers
  • Wrong color of flowers
  • Dead flowers

If a different type of flower has been used, or a different color, then make sure to check the website as often florists will include a clause stating that alternatives can be substituted if the desired color or particular flower is not available at that time. 

What can I do?

It would be a good idea to take a photo of the flowers you have received and send this along with a message to the contact email normally found on the website of the retailer you ordered from. If there is only a phone number then this is also fine, they may ask you to send a photo later.

Simply calmly explain the issue with the flowers and that you are unsatisfied with what you received. The company will then hopefully agree to give you your money back, but, if they do not, then you can check your consumer rights online to see how to progress the matter further. Remember, if your flower delivery is as detailed above then you are in the right.

However, if the delivery is simply delayed, but your beautiful flowers arrive exactly as described and pictured online then you are not entitled to a refund. Your flower delivery, although late, was a success. You received the product as sold. The only exception to this is if you chose a nominated day delivery.

For example, you ordered your spouse roses for valentine’s day, but instead of arriving on the 14th February, they show up at your doorstep on the 16th. Here, the date was a part of the contract when you paid, so you are entitled to a refund.