Your Statutory Rights
Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If your goods are faulty, not as described, or not fit for purpose, you are entitled to a remedy at no cost to you.
Fresh Flowers and Perishable Products
Fresh floral arrangements are perishable goods. Under the Consumer Contracts Regulations 2013, Schedule 3, perishable goods are exempt from the standard 14-day cancellation right. We cannot accept returns of delivered fresh arrangements due to their nature.
However, if your fresh arrangement is not as described, fails to meet reasonable quality standards, or arrives in poor condition, we will resolve the issue — see the Damaged Orders section below.
Damaged, Incorrect or Poor-Quality Orders
If your order arrives damaged, is incorrect, or does not meet a satisfactory standard, please contact us within 24 hours of delivery with photographs and your order reference. We will arrange one of the following remedies at no cost to you:
- A replacement arrangement delivered at the earliest available date
- A full or partial refund, depending on the issue
- A credit for a future order, if you prefer
Claims submitted after 24 hours may still be considered at our discretion, but we are unable to guarantee a remedy for perishable goods reported late.
Dried and Preserved Arrangements
Non-perishable products — including dried floral arrangements, preserved pieces, and accessories — are eligible for return within 14 days of delivery, provided the item is unused and in its original packaging. You are responsible for the cost of return postage unless the item is faulty.
To initiate a return, email help@artoacreativeie.world with your order number and reason for return before sending any goods.
Order Cancellation
You may cancel a non-perishable order before it has been dispatched by contacting us immediately. Once an order has been dispatched, the returns process applies. For bespoke or custom arrangements, we may not be able to cancel once production has begun.
As noted above, fresh floral orders cannot be cancelled once delivered due to the perishable nature of the goods, in accordance with Consumer Contracts Regulations 2013.
Refunds
Approved refunds will be processed within 14 days of our decision to refund or of receiving returned goods (whichever is applicable). Refunds are made to the original payment method. We do not charge restocking fees for non-perishable returns made in accordance with this policy.
Refund timelines for card payments may vary depending on your bank, but we will process our side within 14 days.
Contact Us
For all returns, refunds, or order issues, please contact Artoacreativeie at:
- Email: help@artoacreativeie.world
- Phone: +44 20 8309 4374
- Address: 167 Station Road, London, United Kingdom
We aim to respond to all queries within 24 hours on business days.