Refund policy

Refund Policy

Lenorah & Co.

Fresh flowers are perishable

Because every arrangement is designed and made to order from flowers bought fresh for you, we cannot accept returns in the way a shop selling boxed goods can. What we can do is stand behind the quality of what we send, and we do — the terms below say exactly how.

If something is wrong with your flowers

Tell us within 48 hours of delivery and send a photo if you can. Email info@lenorahandco.com with your order number.

If an arrangement arrives damaged, wilted, or below the standard we would want to send, we will replace it on our next delivery day or credit the full amount against a future order — whichever you prefer. If neither suits you, we will refund it.

We ask for the 48-hour window and a photo because flowers change quickly. After two days it becomes impossible for us to tell what arrived from what happened since, and we would rather be generous inside a clear window than argue outside a vague one.

Substitutions are not a fault

Our arrangements are built from what is at its best that week. As noted on every product page, blooms may be substituted for others of equal or greater value, keeping the color palette and overall design intact. An arrangement that differs from the photograph in its individual stems, but matches it in size, style and quality, is not a fault and is not refunded.

If a specific flower matters to you — for an anniversary, a memorial, a color you need matched — tell us before you order and we will say honestly whether we can get it.

Cancelling or changing an order

Up to 48 hours before your delivery day, you can cancel or change any order for a full refund. Email us and we will confirm.

Inside 48 hours, the flowers for your arrangement have already been bought and conditioned, so we cannot refund the order. We will still do our best to help — moving the delivery date, changing the address, or sending it to someone else instead.

If we cannot deliver

If we cannot complete a delivery because the address given was wrong or incomplete, the order is not refunded, and a redelivery will be charged at the standard delivery rate.

If we cannot deliver for any reason of our own — weather, a vehicle problem, an error on our side — we will contact you, deliver as soon as we can, and refund the delivery charge. If the occasion has passed by then, we will refund the order in full.

Subscriptions

Subscription orders are covered by our Subscription Policy, which sets out how billing, skipping, pausing and cancellation work. The 48-hour quality guarantee above applies to subscription deliveries too.

Vessels

Vessels are included in the price and yours to keep. If one arrives cracked or chipped, tell us within 48 hours and we will replace it.

Weddings and events

Bespoke wedding and event work is quoted individually and covered by the agreement we send with your quote, not by this policy. Deposits and cancellation terms for that work are set out there.

How refunds are paid

Refunds are issued to the original payment method. Depending on your bank, the money usually appears within five to ten business days of us processing it.