Refund policy

At Abbi Florist London, we want you to have a positive shopping experience. If you experience a problem with your order or need to request a return, please review the policy below for information about eligibility, return procedures, and refunds.

1. Return Period

Eligible products may be returned within 30 days of delivery. To qualify, items must be unused, in their original condition, with any original tags and packaging intact. Proof of purchase, such as an order confirmation or receipt, is also required.

Please contact us before sending any item back. Returns sent without prior authorization may not be accepted.

2. How to Request a Return

To begin the return process, email our customer support team with your order number, the item you wish to return, and the reason for your request.

Email: help@abbifloristlondon.shop

Once we have reviewed your request, we will explain the next steps, including the applicable return address and shipping instructions. Where appropriate, we may provide a return shipping label.

Please do not send products to an address before receiving return instructions from our team.

3. Damaged, Faulty, or Incorrect Orders

Please check your order as soon as it arrives. If an item is damaged, faulty, or different from what you ordered, contact us promptly so we can investigate and help resolve the issue.

When reporting a problem, please include your order number, a brief explanation of the issue, and photographs where possible.

We will assess the circumstances and arrange an appropriate solution in accordance with applicable consumer protection laws. Your statutory rights remain unaffected by this policy.

4. Products That Cannot Usually Be Returned

Due to their nature, certain products may not be eligible for return under our standard returns policy. These may include:

Perishable products: Fresh flowers, plants, and other items that can deteriorate quickly.
Personalized products: Custom-made arrangements or items prepared specifically to your requirements, where a legal exception applies.
Personal care products: Items that cannot be returned for hygiene reasons after their protective seal has been removed, where applicable.
Hazardous goods: Certain dangerous materials, flammable liquids, or gases that are restricted for transport.
Gift cards: Gift cards are generally non-returnable, subject to applicable law.

Sale items are subject to the same applicable legal rights as other products. Faulty, misdescribed, or otherwise legally non-compliant items may qualify for a remedy even if they were purchased at a discounted price.

If you are unsure whether a particular product is eligible for return, please contact us before submitting your request.

5. Exchanges

If you would like a different product, please contact us to discuss the available options.

Where a direct exchange is unavailable, you may be able to return an eligible item in accordance with this policy and place a separate order for the replacement product. Any return and refund request will be assessed under the applicable terms and legal requirements.

6. Cancellation Rights for UK and EU Customers

Customers may have statutory cancellation rights under applicable consumer protection laws.

For many online purchases in the United Kingdom, eligible customers generally have 14 days from receiving their goods to notify the seller that they wish to cancel their order. A further 14 days is generally allowed to return the goods after cancellation is notified.

Similar cooling-off rights may apply to eligible distance purchases delivered within the European Union.

Certain exceptions apply, including some goods made to the customer's specifications and products that deteriorate or expire rapidly, such as certain fresh flower arrangements. Other statutory exceptions may also apply depending on the product and circumstances.

Nothing in this policy is intended to limit any cancellation, refund, or other rights that you may have under applicable law.

7. Refund Processing

After we receive your returned item, we will inspect it and notify you of the outcome of your refund request.

Where a refund is approved, it will normally be issued to your original payment method. We aim to process approved refunds within 10 business days, although the time it takes for the funds to appear in your account may depend on your payment provider or bank.

If you have not received an expected refund, please contact our support team so we can check its status.

Refunds for cancelled orders, faulty goods, or other circumstances may be subject to different statutory requirements. Where applicable law provides a specific refund deadline or requires reimbursement of delivery charges, those requirements will take precedence over our standard processing timeframe.