Returns & Refunds Policy

Returns & Refunds Policy

Last updated: 4 September 2026

At Fiorita Atelier, we take great care in creating and delivering premium floral arrangements. As flowers are natural and perishable products, we ask customers to contact us as soon as possible if there is an issue with their order.

This policy explains how we handle returns, replacements and refunds.

1. Perishable Products

Fresh flowers are perishable products and may naturally vary in appearance, colour, shape and lifespan.

Due to the nature of fresh flowers, we are generally unable to accept returns once flowers have been delivered.

However, if your order arrives damaged, incorrect or in an unsatisfactory condition, please contact us so that we can investigate the issue.

Nothing in this policy affects your statutory rights.

2. Damaged or Unsatisfactory Flowers

If your flowers arrive damaged or you believe there is an issue with your order, please contact us as soon as possible.

Where possible, we ask that you contact us within 24 hours of delivery.

Please include:

  • Your order number;
  • Your name;
  • A description of the issue;
  • Clear photographs of the flowers;
  • Photographs of the packaging where relevant.

This information allows us to investigate the issue as quickly as possible.

3. Incorrect Orders

If you receive an incorrect item or your order does not match what you purchased, please contact us as soon as possible.

We will investigate the issue and, where appropriate, may offer:

  • A replacement;
  • A partial refund;
  • A full refund.

4. Refunds

Refund requests will be considered on an individual basis.

Where a refund is approved, we will process the refund using the original payment method where possible.

Please note that it may take several working days for a refund to appear in your account, depending on your payment provider.

5. Replacements

Where appropriate, we may offer a replacement instead of a refund.

Replacement availability may depend on:

  • Flower availability;
  • Seasonal availability;
  • Delivery location;
  • The nature of the issue.

Where an exact replacement is unavailable, we may provide a suitable alternative of equal value and quality.

6. Natural Variations

Flowers are natural products, meaning that variations may occur.

These may include differences in:

  • Flower varieties;
  • Colours and shades;
  • Stem sizes;
  • Shape and arrangement;
  • Seasonal availability.

Natural variations between your arrangement and photographs displayed on our website will not automatically qualify as a fault.

Where substitutions are required, we will always aim to maintain the overall style, colour palette and quality of the original design.

7. Flower Longevity

The lifespan of fresh flowers can vary depending on:

  • The flower variety;
  • Temperature;
  • Environment;
  • Care provided.

We recommend following the flower care instructions provided with your order.

As flowers are natural products, we cannot guarantee that all flowers will last for a specific period of time.

8. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information.

Fiorita Atelier cannot accept responsibility for flowers that are lost, delayed or damaged due to incorrect or incomplete delivery information provided by the customer.

Where a delivery cannot be completed due to incorrect information, additional delivery charges may apply for redelivery.

9. Subscription Orders

Subscription customers should contact us as soon as possible if there is an issue with a delivery.

Each delivery will be assessed individually, and where appropriate, we may offer a replacement, partial refund or full refund depending on the circumstances.

Cancelling a subscription does not automatically entitle a customer to a refund for orders that have already been processed, prepared or dispatched.

10. How to Contact Us

If you have an issue with your order, please contact our customer care team:

Fiorita Atelier
Manchester, United Kingdom

Email: clientcare@fioritaatelier.com

Please include your order number and relevant photographs where possible so that we can resolve your enquiry efficiently.