Refunds & Returns
We put a lot of love into every order, so if something isn’t right, we want to hear about it. Here’s how it works.
Amelia Rose Floral Couture Ltd
Registered office: C/O Roca Accountants Limited, Centenary House, 1 Centenary Way, Manchester, M50 1RF
How to contact us
All refund and return requests must be made by WhatsApp or email. We don’t handle refund requests over the phone.
- WhatsApp: 07933976083
- Email: info@ameliarosefloralcouture.co.uk
- Hours: Monday to Friday, 9am – 5pm
Please include your order number, what’s gone wrong, and clear photos. We’ll look into it and get back to you with next steps.
Fresh flowers and other perishable items
- Please report damaged, incorrect or missing items within 24 hours of delivery, and any issue with flowers not lasting within the 3-day guarantee period, with photos in both cases. Messages sent outside our hours still count from the time you send them.
- Our 3-day guarantee: we guarantee your flowers will last at least 3 days from delivery (2 days for discounted items). If they reach this point, we’re satisfied they arrived in perfect condition, with no damage or fault.
- After that, it’s down to nature (and a little care). If you follow our care guide, your flowers will keep flourishing for as long as fresh flowers naturally can. Every stem is different, so there’s no set lifespan and it isn’t something we can control. Looking after them after day 3 is in your hands, and we can’t offer refunds for flowers that fade after the guarantee period.
- Any approved refund goes back to your original payment method.
Vases and pots on courier orders
Glass vases and pots can’t be sent safely by courier. If you choose one for an order going outside Greater Manchester, we’ll leave it out and add extra flowers instead.
Delivery
If nobody’s home
- We’ll leave your order with a neighbour or in a safe, sheltered spot, like a porch or behind a side gate.
- Only if there’s truly nowhere at all to leave it will we bring it back to our studio. We’ll then be in touch to arrange collection or redelivery, and a redelivery charge may apply.
Apartment blocks
- We don’t take deliveries up to individual flats. Your order will be left with the concierge or in the post room.
- It’s the recipient’s responsibility to collect it as soon as possible. We can’t accept complaints about flowers that have been left uncollected.
UK deliveries with DPD
- Your delivery date is a preferred date. We dispatch in time for it, but once your parcel is with DPD, the delivery is in their hands.
- If DPD miss your preferred date, they’ll usually try again the next working day. We have to let DPD complete their full delivery process before we can step in.
- We don’t automatically refund for a missed preferred delivery date.
- Once DPD have finished, we’ll review every case individually. If your flowers were stuck in transit too long and arrived past their best, or the parcel was lost and never delivered, we’ll sort a refund or replacement.
Flowers and balloons sent outside Greater Manchester
If you order flowers and balloons for delivery outside Greater Manchester, they’ll travel in two separate boxes. Both parcels will be on the same tracking link, but DPD may deliver them at different times or on different days. We can’t control this once they’ve left us, so please don’t worry if one box turns up before the other. Separate arrival isn’t a fault with your order.
Non-perishable items
- Unused items in their original condition can be returned within 14 days of receiving them, with proof of purchase.
- You pay the return postage unless the item was faulty or we sent the wrong thing.
Cancellations and changes
- Because our flowers are bought and prepared specially for each order, orders can’t be cancelled once placed.
- Need to change something? Get in touch on WhatsApp or email as soon as you can and we’ll do our best to help.
Subscriptions
- Subscriptions need a minimum of two deliveries before they can be cancelled.
- We don’t give refunds for subscription deliveries that have already been sent.
Bespoke orders
Custom and bespoke orders can’t be refunded or returned unless there’s a fault.
Care after delivery
We can’t take responsibility for problems caused by how flowers are cared for or handled after they’ve been delivered.