Política de reembolso

Refund & Return Policy
Last Updated: 28-07-2026

Welcome to Aurelia Flowers. We are committed to delivering fresh, beautiful floral arrangements and high-quality products, along with excellent customer service across the UK, USA, and Spain. Please read our policy carefully before making a purchase.

1. Freshness Guarantee

At Aurelia Flowers, we take great care to ensure that all flowers and arrangements are delivered fresh and in excellent condition.

If you are not satisfied with the quality of your flowers upon delivery, please contact us within 24 hours of receiving your order.

To help us assess the issue, we may request clear photographs of the product and packaging

2. Damaged or Incorrect Orders

If your order arrives damaged, defective, or significantly different from what was ordered, please notify us within 24 hours of delivery.

After review, Aurelia Flowers may, at its discretion:

  • Replace the flowers or arrangement at no additional cost
  • Offer a partial refund
  • Offer a full refund where appropriate

3. Returns

Vases (Non-Perishable Items):
We accept returns for vases within 15 days of delivery, provided that:

  • The item is unused and in its original condition
  • It is returned in its original packaging
  • Proof of purchase is provided

Fresh Flowers & Perishable Products:
Due to their perishable nature, we do not accept returns or exchanges for:

  • Fresh flowers and bouquets
  • Floral arrangements
  • Plants
  • Perishable gift items
  • Customized or made-to-order products

4. Order Cancellations

Orders may be cancelled and refunded in full if the cancellation request is made before preparation or dispatch begins.

Once an order has been prepared, arranged, or dispatched, cancellation may no longer be possible and a refund may not be available.

For same-day delivery orders, cancellation requests must be submitted as soon as possible

5. Delivery Issues

Recipient Not Available
If the recipient is unavailable, our delivery partner may:

  • Leave the order in a safe location
  • Leave it with a neighbour or reception
  • Attempt re-delivery (additional fees may apply)

Refunds will not be issued if delivery fails due to recipient absence or incorrect delivery details.

Incorrect Address
Customers are responsible for providing accurate delivery information. Aurelia Flowers is not responsible for failed or delayed deliveries due to incorrect or incomplete addresses.

6. Right of Withdrawal

Under applicable European and Spanish consumer laws, customers generally have the right to withdraw from a purchase within 14 days.

However, this right does not apply to perishable goods, including fresh flowers and floral arrangements. Once prepared or delivered, these items are non-refundable and non-returnable.

7. Refund Processing

Approved refunds will be issued to the original payment method.

Please allow 5–10 business days for the refund to be processed, depending on your bank or payment provider.

8. Shipping Costs

  • Return shipping costs for vases are the responsibility of the customer unless the item is faulty or incorrect
  • Original shipping fees are non-refundable

9. Contact Us

If you have any questions about this policy or need assistance, please contact us:

AURELIA FLOWERS LIMITED
Email Address: help@aurelia-flowers.com
Phone Number: +34 662-548-520
Business Address: 7 Ferdinand St, Chalk Farm, London NW1 8EX, United Kingdom

We appreciate your trust in Aurelia Flowers and are always here to help resolve any concerns promptly and professionally.