REFUND & RETURNS POLICY
100% Happiness Guarantee
At Shannon Hawkes Artisan Florals, we promise to make the experience of sending and receiving our flowers a joy. Should anything not meet your expectations, our dedicated customer service team will endeavour to make it right.
Flower Varieties
Flowers, each unique in shape and size, are beloved for their diversity. Some open fully, others may not; some are fragrant, while others impress with their visual appeal. Please note that the actual colour of the flowers may vary slightly from their pictures on our website due to daily selections from the best available flowers.
Flower Care
Being a natural, perishable product, flowers react to both their immediate indoor and broader outdoor environments. We select only the freshest and highest quality blooms. Included with each delivery are care instructions, which we urge you to follow closely to maximise the lifespan of your flowers.
Replacement Policy
Flowers should last at least 3-5 days if cared for as per the instructions provided. If your flowers perish within 2 days despite proper care, please send us 2-3 images of the flowers in the vase, and contact us. We will be happy to replace them after assessing the situation.
Cancellations
Cancellations made within 2 days prior to the order’s scheduled date may be eligible for store credit equal to the value of the order.
Refunds
Refunds are generally not provided for non-delivery if incorrect delivery information is provided or if the recipient is unavailable to receive their order. In cases where flowers perish quickly despite proper care, replacements or store credit may be offered following an assessment.
Returns
As flowers are perishable items, we do not accept returns.
Notes on Replacement & returns
We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem. This is when the item:
• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase —e.g. your receipt.
Promotions
Promotions are offered at random and cannot be applied retroactively. Stay updated with our latest promotions by subscribing to our newsletter.
Delivery
We cannot be held liable for deliveries where the recipient is not present and there is no safe place to leave the package. In cases where delivery issues arise from incorrect or incomplete addresses provided by the customer, the cost to resend the order will be the customer’s responsibility.
Errors and Issues
In the event of minor errors, such as incorrect message cards, we may offer a small compensation, such as complimentary chocolates, rather than a full refund. For significant errors like incorrect flower types, we will endeavour to correct our mistakes with a replacement as soon as possible.
