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Returns, refunds and replacements

Last updated October 16, 2026

At Laris Florist, we take great care in preparing and delivering every bouquet. Customer satisfaction is our priority. If something is wrong with your order, this page explains exactly what we do.

The short version: if your flowers arrive damaged or you receive the wrong order, contact us within 24 hours of delivery with your order number and clear photos, and we will replace the flowers or refund you in full. Because fresh flowers are perishable, we cannot accept returns or exchanges for any other reason.

Damaged flowers

If your bouquet arrives damaged due to delivery or handling, please contact us within 24 hours of receiving your order. Include your order number and clear photos of the damaged bouquet, taken as soon as possible after it arrives.

After reviewing your request, we will offer one of the following at no additional cost:

  • a replacement bouquet of equal value, or
  • a full refund to your original payment method.

A few stems that are still opening, or small differences from the photo, are a normal part of fresh flowers and are not damage. Every bouquet is made by hand from that day's flowers, so no two are identical.

Incorrect order

If you receive the wrong bouquet or arrangement, please notify us within 24 hours of delivery, with your order number and a photo of what arrived.

We will arrange to:

  • collect the incorrect bouquet, where applicable, and
  • deliver the correct bouquet as soon as possible at no additional charge.

Returns

Due to the perishable nature of fresh flowers, we do not accept returns or exchanges for reasons other than:

  • the bouquet arrived damaged, or
  • you received the wrong order.

Returned bouquets must be in the same condition as received whenever possible. Please keep the flowers, the wrapping and any vase or box until we have been in touch, as we may collect them when we deliver the replacement.

When a refund or replacement cannot be provided

Refunds or replacements cannot be provided if:

  • the recipient was unavailable at the delivery address provided;
  • an incorrect or incomplete delivery address was supplied by the customer;
  • the flowers were damaged after successful delivery due to improper care or handling (for example, left without water, in direct sun or near a heat source);
  • the customer changes their mind after the order has been prepared or delivered;
  • the issue is reported more than 24 hours after delivery.

If a delivery fails because of an incorrect address or because nobody was available, we will contact you to arrange another attempt. A second delivery may carry a further delivery fee.

Substitutions

Flowers are seasonal and arrive fresh each day. If a stem in your design is not available or not at its best, we replace it with one of equal or higher value in the same colours and style, so the overall look and size stay the same. Substitutions made for this reason are not grounds for a refund.

Changing or cancelling an order

You can change or cancel your order free of charge until we start preparing it. Once the flowers have been prepared or delivered, the order cannot be cancelled or refunded. For same-day orders, preparation can begin shortly after you order, so please contact us as early as possible.

How refunds are paid

Refunds go back to the original payment method. Once we confirm a refund, it usually appears on your statement within 5 to 10 business days, depending on your bank or card issuer. Any rewards points or store credit used on the order are returned to your account.

Contact us

If you experience any issue with your order, please contact us within 24 hours of delivery and include your order number.

We answer during our delivery and phone hours, seven days a week.