Refund policy

Last updated: 29 October 2026

We want you to be delighted with your order. This policy explains what we can and cannot take back, and what to do if something is not right. It does not affect your statutory rights.

Fresh flowers, plants and perishable items

Because they are perishable, we cannot accept returns on fresh flowers, flower arrangements, hatboxes, posies, wreaths, potted plants, orchids and gift sets. Food and drink (chocolates, champagne and cognac) also cannot be returned once delivered.

If your order arrives damaged, is not as described, or is not what you ordered, please contact us as soon as possible, ideally on the day it arrives, with your order number and a photograph. We will put it right with a replacement or a refund.

Other items

This covers scented candles, greetings cards and faux (silk) flowers. You may return unused items in their original condition and packaging within 14 days of receiving them, for an exchange or a refund.

We do not accept returns by post. Please bring the item to our shop at 65 Gloucester Road, South Kensington, London SW7 4PE, with your order number. The shop is open by appointment on Saturdays, so please call us on 020 7730 0030 before you visit to check opening times.

Items made or personalised for you, including bespoke arrangements, special orders and cards with a handwritten message, cannot be returned unless they arrive faulty or damaged. Gift cards cannot be refunded or exchanged for cash.

Cancelling or changing an order

To cancel or change an order, please contact us as soon as possible on 020 7730 0030 or at sales@pulbrookandgould.co.uk. We can cancel an order free of charge if we have not yet started preparing it. Once we have started preparing it, or it is out for delivery, we are unable to cancel it. Same-day orders are prepared quickly, so please call us straight away.

Flower arranging classes

Classes are booked for a specific date. To change or cancel a booking, please contact classes@pulbrookandgould.co.uk or call 020 7730 0030 as early as you can, and we will do our best to move you to another date. Because classes are booked for a specific date, the 14-day cancellation right described below does not apply to them.

Your statutory rights

If you buy from us as a consumer, you have legal rights, including the right to goods that are of satisfactory quality, fit for purpose and as described. Nothing in this policy affects those rights.

Customers in the UK and EU may also have a right to cancel most distance orders within 14 days of receiving them, without giving a reason. This right does not apply to perishable goods, or to goods made to order or personalised. If you live outside London and wish to cancel under these rights, please contact us on 020 7730 0030 or at sales@pulbrookandgould.co.uk.

Refunds

Once we have received and checked a returned item, or agreed a refund for a damaged or incorrect item, we will let you know. Approved refunds are made to your original payment method within 10 business days. Your bank or card company may need extra time to show the refund. If more than 15 business days have passed since we approved your refund, please contact us.

Contact us

Pulbrook and Gould Floristry Limited
65 Gloucester Road, South Kensington, London SW7 4PE
Telephone: 020 7730 0030
Email: sales@pulbrookandgould.co.uk
Company number: 14904685 | VAT number: GB 446856062