Returns & Complaints

Fresh Flowers — No Returns

We do not accept returns under any circumstances once an order has been delivered. Fresh cut flowers are perishable, made to order, and cannot be resold. This is standard practice across the floristry industry.

We strongly encourage you to review your order carefully before placing it. If you have any questions about a product before purchasing, please contact us before placing your order.

Damaged, Wilted or Poor Quality Flowers

If your flowers arrive damaged, wilted, or below the quality you would expect from Carnation House, we want to make it right. Please contact us within 24 hours of delivery and include the following:

• Your order number
• Clear photographs of the flowers showing the issue
• A brief description of the problem

Claims made after 24 hours of delivery cannot be considered, as the condition of flowers naturally changes over time and we are unable to assess the cause of deterioration beyond this window.

What We Will Do

Once we have reviewed your photographs and details, we will assess the situation and, where we agree the flowers did not meet our standards, we will offer one of the following at our discretion:

• A replacement arrangement sent at no additional cost
• A full or partial refund to your original payment method
• A store credit for use on a future order

Delivery Issues

If your order did not arrive on the expected delivery date, or was left in unsuitable conditions by the courier, please contact us within 24 hours. We will investigate with our delivery partner and work to resolve the issue as quickly as possible.

Incorrect Address

We are unable to offer refunds or replacements where an incorrect delivery address was entered at checkout. Please double-check all address details before placing your order.