Returns & Refunds policy

At Gilded Stems, every arrangement is created to order using fresh, seasonal flowers. We take great care to ensure your flowers arrive in excellent condition and meet the high standards you expect from us.

This policy explains your rights and our procedures in line with UK consumer law.

1. Perishable Goods & Change of Mind

Due to the perishable nature of fresh flowers, we are unable to accept returns or offer refunds for change of mind once an order has been prepared or dispatched.

This is in accordance with the Consumer Contracts Regulations 2013, which exempt perishable goods from the 14-day cooling-off period.

Please ensure all order details (delivery date, address, size and message) are correct before placing your order.

2. Damaged or Faulty Flowers

If your flowers arrive damaged, wilted, or not of satisfactory quality, please contact us within 24 hours of delivery.

To help us resolve the issue promptly, we may ask for:

Clear photographs of the flowers as received

Your order number

Once reviewed, we will offer one of the following where appropriate:

A replacement arrangement

A partial refund

A full refund

This does not affect your statutory rights under the Consumer Rights Act 2015.

3. Incorrect Orders

If you receive an item that is incorrect (for example, the wrong size or design), please notify us within 24 hours of delivery.

We will arrange a suitable resolution, which may include:

A replacement

A refund, where appropriate

4. Delivery Issues

Gilded Stems cannot be held responsible for failed deliveries due to:

Incorrect or incomplete delivery details

The recipient not being available to accept the delivery

Access issues beyond our control

In these cases, refunds may not be possible.

5. Bespoke & Custom Orders

All bespoke, custom or made-to-order arrangements (including large rose domes and corporate commissions) are non-refundable, unless the item is faulty or does not meet the agreed specification.

6. How to Contact Us

If you experience any issues with your order, please contact us as soon as possible:

Email: pedro@gildedstems.com

Order reference: Please include this in all correspondence

We aim to respond promptly and resolve matters fairly and professionally.

7. Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail pedro@gildedstems.com