Refund policy

The following cancellation and refund provisions are copied from Thistlecraft’s existing Terms & Conditions (last updated 1st June 2026).

6. Bespoke Designs

Bespoke floral arrangements, personalised bouquets, wedding flowers, funeral tributes, and custom orders are crafted specifically for each customer. 

Once work has commenced or materials for flower delivery have been purchased for an order, cancellations or refunds may not be available except where required by law.

9. Cancellations

Standard orders for flower delivery may be cancelled up to 24 hours before the agreed delivery or collection date. Once preparation has commenced for your floral arrangements, flowers have been specifically ordered, or the arrangement has been made, cancellation may no longer be possible. Any refund or credit issued for wedding flowers remains entirely at our discretion unless otherwise required by law.

10. Returns & Refunds

Due to the perishable nature of fresh floral arrangements, returns cannot generally be accepted after delivery. Every flower delivery is carefully inspected and photographed immediately prior to dispatch as evidence of its quality and condition. If you believe an order of wedding flowers is incorrect, damaged, or not of satisfactory quality upon delivery, you must notify us within 24 hours and provide clear photographs of the flowers in their original condition. Where appropriate, we may offer: replacement flowers; a partial refund; or a full refund. We reserve the right to inspect all evidence before making a decision.

11. Flower Care

Fresh flowers require proper care to enhance the beauty of our floral arrangements. With every flower delivery, we include flower food and care advice where appropriate to ensure your flowers thrive. 

We cannot accept responsibility for reduced vase life caused by: 

- failure to follow care instructions; 

- failure to use the supplied flower food; 

- inadequate water changes; 

- excessive heat; 

- direct sunlight; 

- proximity to radiators or fires; 

- freezing temperatures; 

- exposure to ripening fruit; 

- pets or wildlife; 

- accidental damage after delivery.

As with all wedding flowers and floral arrangements, it's important to note that vase life can naturally vary between different flower varieties and environmental conditions.

13. Weddings & Events

Wedding and event bookings may require a non-refundable booking fee, especially when it comes to selecting floral arrangements. The remaining balance for your wedding flowers must be paid before the agreed due date. Failure to pay outstanding balances may result in the cancellation of the booking. Specific terms for weddings and large events, including flower delivery, may be agreed upon separately.

Nothing in these Terms & Conditions excludes or limits liability where it cannot legally be excluded or limited.

Please read our full Terms & Conditions. For help with an order, call 01443 567 048 or email nikita@thistlecraft.florist.