Refund policy

Returns
Returns are not accepted for fresh products such as flowers or plants.
If for some reason you are not happy with the condition of your flowers or you find them to be damaged upon receipt, then you must contact us via email or telephone within 24 hours of receiving them.

Photographic evidence will be requested to support your complaint. We cannot grant refunds, credit notes or replacements until we receive this.

We will always include a care card for our flowers which advises how cut flowers should be looked after. We have detailed this care information in this blog post.

Refunds (if applicable)
If your complaint has been accepted and approved, then your refund will be processed within 7 working days, and a credit will automatically be applied to your credit card or original method of payment. This should arrive in your account within 5-10 working days (this may differ from bank to bank) after the refund has been sent.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@5af.com.

Sale items (if applicable)
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Replacements (if applicable)
We only replace items if they are defective or damaged and once we have received photographic evidence of this and approved the complaint viability. Replacements may be collected or delivered, depending upon what is agreed with the customer.

Shipping
Depending on where you live, the time it may take for your replaced product to reach you (or the intended recipient) may vary.