Returns & Complaints Policy
At Velour Florals, every arrangement is handcrafted with love and care. Due to the perishable and natural nature of fresh flowers, we operate under a strict but fair returns and complaints policy as outlined below.
1. Nature of Our Products
1.1 All Velour Florals products are made from fresh, natural flowers and plants. As living products, their appearance and longevity are subject to natural variation and are affected by handling, environment and care after purchase.
1.2 We do not accept returns on any floral products once they have left our premises or been delivered to you. This is due to the perishable nature of fresh flowers and is in line with UK consumer rights exemptions for perishable goods under the Consumer Rights Act 2015.
1.3 Once your arrangement leaves our studio — whether collected by you or delivered by us — responsibility for its care and condition transfers to you as the customer.
2. Delivery Responsibility
2.1 Where Velour Florals delivers your arrangement, we will handle it with the greatest care and professionalism to ensure it arrives in perfect condition.
2.2 Upon handover to you or your nominated recipient, Velour Florals accepts no responsibility for the subsequent condition of the arrangement. Once the flowers are in the customer’s possession, their care and maintenance becomes the sole responsibility of the customer.
3. Complaints
3.1 We take great pride in our work and want every customer to be completely happy with their Velour Florals arrangement. If you have a concern about the quality of your arrangement upon receipt, you must contact us within 24 hours of delivery or collection.
3.2 All complaints must be submitted to info@velourflorals.co.uk and must include:
• Photographic evidence clearly showing the issue
• Video evidence where possible
• Your order details including name, order date and arrangement purchased
3.3 Complaints received after 24 hours of delivery or collection will not be considered, as the condition of fresh flowers beyond this point is subject to environmental and handling factors outside of our control.
3.4 Upon receipt of your complaint and evidence, Velour Florals will review and respond within 2 working days confirming whether a remedy is applicable. We reserve the right to determine at our sole discretion whether a refund, replacement or store credit is appropriate based on the evidence provided.
4. Flower Care Instructions
4.1 To ensure the longest possible life from your Velour Florals arrangement, you must follow these care instructions upon receipt:
• ✂️ Cut stems at a 45 degree angle before placing in water
• 💧 Use flower food provided or available from any florist
• 🌿 Keep away from direct sunlight to prevent premature wilting
• 🔄 Refresh water every 2 days and trim approximately one inch from each stem at a 45 degree angle each time
4.2 Failure to follow these care instructions will affect the longevity and appearance of your flowers. Velour Florals will not accept any complaint or liability regarding the condition of arrangements where these care instructions have not been followed.
4.3 These care instructions will be provided with every order. By accepting your order you confirm that you understand and accept responsibility for following these guidelines.
5. Foam Based Arrangements
5.1 Certain Velour Florals arrangements are created using floral foam as a base. Please be aware of the following:
5.2 In foam based arrangements, individual flowers may wilt or fade at different rates depending on their variety and nature. This is completely normal and is not considered a fault or defect in the arrangement.
5.3 The flower varieties used in your arrangement and their expected longevity will always be discussed and confirmed with you at the time of booking. By confirming your order you acknowledge and accept the natural variation in the lifespan of different flower types used in your arrangement.
5.4 Velour Florals accepts no responsibility for individual flowers wilting before others in a foam based arrangement as this is determined entirely by the natural characteristics of the flowers used.
5.5 Foam Care — Important: Floral foam can and will dry out over time. It is the sole responsibility of the customer to water the foam arrangement daily by gently adding small amounts of water directly onto the foam to keep it moist and hydrated. Failure to do so will result in the flowers drying out and wilting prematurely. Velour Florals accepts no liability for arrangements that have deteriorated as a result of the foam not being watered regularly by the customer.
6. Your Statutory Rights
6.1 Nothing in this policy affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015.
6.2 If you believe your arrangement was not as described at the time of purchase or was of unsatisfactory quality upon receipt, please contact us immediately at info@velourflorals.co.uk with full photographic and video evidence so we can assess your case fairly.
7. Contact Us
For any returns, complaints or queries regarding your order please contact us at:
📧 info@velourflorals.co.uk
📱 @velourflorals.studio
We will always do our best to resolve any issues fairly and promptly. 🌸
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