Late delivery: If we don’t deliver by the day scheduled, we will provide a Free Replacement or equivalent Credit Voucher. The only exceptions are when our courier attempts delivery on time and the delivery cannot be made for some reason outside of our control. Examples of these exceptions include but are not limited to: an incorrect address; the recipient not being at home; the nominated place to leave the delivery not being available or not ‘safe and dry’; a business address being closed, etc. and severe weather. If we miss the delivery otherwise, we make up for it.
Quality Issues: If for some reason our flowers arrive in substandard condition, we will provide a Free Replacement or equivalent Credit Voucher. This does not cover minor blemishes or if just a couple blooms or so are slightly damaged and simply require a few petals to be ‘picked’ off. Our flowers come in a partially open bud form to maintain freshness and durability while they make the journey to you. Please wait one to two days past the arrival date to fully assess their condition.
Short vase life: If your flowers do not last five days, we will provide a free replacement. We will require relevant photos to be emailed to us within five days of delivery. However, this is subject to the recipients of our flowers having followed the simple Care Instructions we include.
Inaccurate flower composition: If we make a mistake and send completely the wrong flowers, we’ll send a Free Replacement arrangement or provide the equivalent Credit Voucher. This requires a photo of the Bouquet and or message card within three days of delivery. Slight colour variations from the images on our website are common, and we do reserve the right to substitute some varieties with others due to availability or quality issues, so please understand that nature isn’t perfectly consistent and this may result in significant product variations; albeit we promise every bouquet we deliver will be beautiful!
And what, unfortunately, is not? Just things that are beyond our control. Acts of God or Nature such as severe weather that causes delays, wrong or non-existent addresses.
A minor blemish or a dropped petal or two: Flowers have natural variation and not every flower will be pristinely perfect. Nature gives us these imperfections to show us the beauty of it all and this is a part of the experience of receiving flowers from our small, British and Fairtrade farms rather than mass produced ‘factory’ flowers!
Missing or incorrect notecard: If your notecard is missing or incorrect, we will be happy to send a personal, handwritten card to your recipient, and we'll provide a partial Credit Voucher for the inconvenience. While rare, it can happen that notecards are lost during transit so we want to be sure to make it up to you!
Available Tues to Fri 8am - 6pm
£8.50 per box to one delivery address.
£8.50 for additional flower items to the same delivery address
Premium Next Day Delivery
Available Tues to Sat 8am - 1pm
£15 for the first item to one delivery address
£15 for additional flower items to the same delivery address
Please note: each delivery charge covers up to 30kg and can include multiple boxes. Orders over this weight will incur an additional delivery charge for each 30kg. As a guide, our bouquets are usually under 10kg each.
Currently we deliver to most UK postcodes. However, there are exceptions in the highlands and Islands as it can take two days to reach by van and sadly this compromises our ability to guarantee the flowers for a full five days. Just like us, our flowers don’t like to spend any more than 24 hours in van!
As a result, we are unable to deliver to:- AB37-38, AB41-56, IV1-20, IV25, IV30-37, IV63, KW1-3, KW6-10, KW14,PH15-26, PA21-35, PA37-39, PH33,49, IV21-24, IV26-28, IV40, KW5,KW11-13, FK18-21,PA36, PA40, PH30-32, PH34-41,PH50, HS1-9, IV41-56, KA27-28, KW15-17, PA20, PA41-49, PA62-76, PH42-44, ZE1-3 Northern Ireland, Isle of Man, Jersey, Guernsey, Scilly Isles.
For customers looking to deliver to Isle of Wight we are now able to offer this service for telephone orders only. Please contact our Customer Services team on +44 (0)1730 818 300 and they will give you the delivery costs for standard and premium delivery.
We do not deliver flowers to any international markets, but never say never. It may happen in the future! If you would like to send non-perishable items then please call us +44 (0)1730 818 300 to order and we can arrange to get these throughout the UK and internationally (subject to international delivery charges).
In the unlikely event that your flowers arrive damaged please notify us within 24 hours. We guarantee our bouquets for up to 5 days and send the flowers with care instructions to ensure they are placed in the optimum environment. However, if they fail to last for five days please do send us an image within four days of the delivery date. We offer a no quibble refund or replacement policy but we do ask for an image so we can look into any issues thoroughly.
If it is our error, we will also consider a credit for deliveries on the wrong day, or the delivery of incorrect items except where flowers have been substituted due to availability in accordance with our terms and conditions.
We do not offer refunds or credits for things that are out of our control such as Acts of God or Nature such as severe weather that causes delays, wrong or non-existent addresses and minor blemishes on flowers, or a dropped petal or two. In the unlikely event that your notecard is missing or incorrect, we will be happy to send a personal, handwritten card to your recipient, and we'll provide a partial Credit Voucher for the inconvenience but not a full refund or resend.
Our head office is open from 9.00am to 5.00pm Monday to Friday. If you have a query or request please call us on 01730 818 300.
The Real Flower Company is a trading name of Wilsbury Ltd. Registered in England and Wales. Registration number 4618152. Registered office: Wey Court West, Union Road, Farnham, Surrey, GU9 7PT. VAT registered number 799691147
You can contact us by visiting our contact page.