Refund Policy

Fresh Flower Policy

Fresh flowers are perishable and made to order, so we are unable to accept traditional returns once a bouquet has been dispatched. Your experience still matters deeply to us, and we will always review genuine delivery or quality issues with care.

If Something Arrives Damaged

If your flowers arrive in poor condition, please contact us within 24 hours of delivery at info@carnationhouse.com. Include your order details and clear photographs of the bouquet and packaging.

• We may offer a replacement, partial refund, or full refund depending on the issue.
• Please keep the flowers and packaging until we have reviewed your photographs.
• Claims made after 24 hours may be harder to assess due to the natural lifespan of fresh flowers.

Order Changes & Cancellations

If you need to change or cancel an order, contact us as soon as possible. Once flowers have been prepared or dispatched, we may not be able to cancel or amend the order.

Refund Processing

Approved refunds are returned to the original payment method. Your bank or card provider may take several working days to show the refund on your account.

Non-Refundable Items

• Fresh flowers that have been successfully delivered in good condition
• Orders where incorrect delivery information was supplied by the customer
• Digital products or gift cards, where applicable