Freshness and refunds

Cancelling before payment

Every order is arranged by email, so you can cancel at any point before accepting the quote and paying. No charge, no obligation.

Cancelling after payment

Fresh flowers are bought and made for a specific delivery. A fresh order can be cancelled or moved free of charge up to 24 hours before the agreed date. Inside 24 hours the stems have usually been bought, so a full refund is not always possible; ask and it will be handled fairly.

Fresh flowers cannot be returned

Cut flowers are perishable, so instead of a return: if flowers arrive damaged, wilted or clearly not what was agreed, write through the contact form within 24 hours of delivery and attach a photo. A remake or a refund is arranged, whichever you prefer.

Vase life

Each fresh listing gives an expected vase life in clean water with flower food. Stems that fail well inside that window count as a fault, so please get in touch.

Dried stems, vessels and tools

These can be returned unused in their original packaging within 30 days of delivery. Message the studio first so the return address can be confirmed. Dried material sheds and fades naturally; that is not a fault.

Who pays return postage

Faulty, incorrect or transit-damaged items are returned at the seller's cost. A simple change of mind on a posted item is returned at your cost.

Refunds

Refunds go to the original payment method within 14 days of a return arriving, or of a fault being confirmed from photographs. Statutory consumer rights are unaffected by this policy.

Seller

Refunds are handled by the florist who runs stemhollow.com.