Returns Policy

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HOW LONG WILL IT TAKE TO DEAL WITH MY RETURN UNDER YOUR RETURNS POLICY?

Once we receive your returned parcel it can take up to 5 working days to fulfil your request. Returns are dealt with in the order in which they are received so if they are sent by Recorded Delivery and reach us more quickly they will then get processed quickly.

When we have dealt with your parcel we will confirm this to you by email, so please ensure your email address is clearly marked inside the parcel.

Please remember that it takes 3 – 4 days to process a refund payment before it appears on your credit card statement.

If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 01483 277177 Monday to Friday 10am to 4pm, so we can investigate the matter further.

OUR RETURNS POLICY

Although we want you to be delighted with your purchase, any item can be returned within 30 days of receipt provided, however, to qualify for a refund, the products MUST be returned complete, in perfect condition, unused, unwashed and with its original packaging.

Our returns policy does not affect your legal right to cancel (see below) or your legal rights in relation to faulty or wrongly-described products.

Any refunds ARE ONLY credited to the card used when you made your purchase.

We are not able to refund any postage charges.

YOUR LEGAL RIGHT TO CANCEL

For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.

You have 14 days after the day you (or someone you nominate) receives the products to change your mind, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive(s) the last delivery to change your mind about the products.

You may cancel your order by following the procedure set out under the “How do I return something?”,  section. To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.

If the products have already been despatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to bear the direct cost of returning the products to use.  When the returned product arrives with us and in a perfect condition with its original packaging, we will then process your payment.

If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card or other payment method that you used to pay. We will process the refund without delay and in any event not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back or you have supplied evidence of having returned the products to us (whichever is the earliest).

If you are exercising your right to change your mind:

  • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if damage has been caused by careless handling. No refunds will be forthcoming before returned good are thoroughly inspected.
  • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

WHICH ITEMS CANNOT BE RETURNED?

Whether exercising your legal right to cancel or returning a product under our returns policy, you do not have a right to return the following/cancel your order in respect of:

  • Products sealed for health protection or hygiene purposes once you have unsealed them. For example:
    • Toiletries if the seals have been broken
    • Earrings once the seals have been removed
  • Products that are made to your unique specification or that are personalised for you

HOW DO I RETURN SOMETHING?

You can send your return by post. The delivery note that came with your parcel has clear instructions of how to do this. Please complete the reverse side of the delivery note with the details of the items you are returning and enclose the note with your returned parcel.

Please always include a daytime telephone number and your email address in case we need to contact you about the return.

If you no longer have your delivery note, please include a letter with your name, address, email address, daytime telephone number and customer number if possible. Please let us know what you are returning and why.

Make sure your items are securely wrapped and send your return to:
Returns Department

The Edge of the Florist Ltd
Studio 3A Smithbrook Kilns
Cranleigh
Surrey
GU6 8JJ
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

We can also arrange for our courier company to collect the parcel from your home. You will need to be at home to hand over the parcel. There is a charge for this service.

WHAT IF THE ITEM IS FAULTY?

We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund.

Please provide proof of purchase when returning any items. If you are unable to provide proof of purchase, an exchange to the value of the lowest-selling price for the returned goods will be offered. A refund will be offered regardless if the goods are faulty.