DELIVERY & REFUND POLICY

Last updated: January 2026

Business name: Leaf Designs NI

Tel: 028 2563 0210

Address: 34-36 Henry Street, Ballymena, County Antrim, Northern Ireland, BT42 3AH

This policy explains your rights and our processes for cancellations, refunds and delivery issues for orders placed on our website. Nothing in this policy affects your statutory rights under UK consumer law.

1. Delivery Options (Important Information

Standard Delivery (UK)

Delivery window: 10:00am – 6:00pm
Your order may arrive at any time within this window.

Same-Day Delivery

Same-day delivery orders must be placed before 12:00pm (midday).
Orders placed after 12:00pm will be scheduled for the next available delivery date (subject to availability).

Sunday Deliveries

We do not deliver on Sundays.
If a delivery date falls on a Sunday, your order will be delivered on the next available delivery day, unless we contact you to agree an alternative.

2. Your Legal Rights (UK Online Sales)

Under UK consumer law:

You may have a 14-day cancellation right for many online purchases.
However, fresh flowers and many floral products are exempt from “change of mind” returns because they are perishable and deteriorate quickly.
You are still protected if goods are faulty, damaged, not delivered, or not as described.

3. Cancellations (Before Delivery)

Because flowers are prepared fresh and often made to order, we operate strict cut-off times for cancellations.

3.1 Standard Delivery Orders (10am–6pm)

You may cancel your order free of charge if:

the order has not yet been prepared, packed, or dispatched.

Once preparation has started, we may not be able to cancel the order (or may only offer a partial refund/credit) due to the perishable nature of flowers.

3.2 Same-Day Delivery Orders (Order before 12pm)

Same-day orders are time-sensitive and begin preparation quickly.

Same-day cancellation policy:

If you cancel before 12:00pm, we will do our best to cancel the order, provided it has not entered preparation or dispatch.
If you cancel after 12:00pm, cancellations are normally not possible, as flowers may already be prepared or with the courier/driver.

4. Returns (After Delivery)

4.1 Fresh Flowers & Perishable Items

Due to the nature of fresh flowers, we do not accept returns of:

bouquets
arrangements
fresh flower stems
perishable floral items

unless they arrive:

damaged,
faulty,
not as described, or
unfit for purpose due to quality.

4.2 Gifts & Non-Perishable Items

If you purchase non-perishable gifts (where applicable), you may be able to return them if:

they are unused,
in original packaging,
and cancellation rights apply.

You must contact us within 14 days of delivery.

5. If There Is a Problem With Your Order

We always aim to put things right quickly and fairly.

5.1 Damaged, Poor Quality, or Not as Described

If your flowers arrive in poor condition, please contact us within 12 hours of delivery and include:

your order number
delivery date
clear photos of the flowers
photos of the packaging (if damaged)

If we confirm an issue, we will offer an appropriate remedy, such as:

a replacement bouquet/arrangement (where possible), or
a partial refund, or
a full refund (where appropriate)

Please note: flowers are natural products, so slight variations in colour, bloom size, and stem type can occur due to seasonal availability.

5.2 Late or Missed Delivery

If your order does not arrive within your chosen delivery window:

Standard delivery: If not received by 6:00pm

Same-day delivery: If not received by the end of the agreed day

Please contact us immediately. Depending on the circumstances, we may:

redeliver (where possible),
provide a replacement, or
issue a refund if delivery failure makes the flowers unsuitable.

5.3 Incorrect Item Delivered

If you receive the wrong item, please notify us within 24 hours of delivery with photos. We will arrange a suitable resolution.

6. Wedding & Event Floristry (Bespoke Orders)

Wedding and event floristry is usually custom-made and planned in advance.

For wedding/event orders, the following may apply:

deposits may be non-refundable once design work or ordering of stock has begun
changes to colour/theme/stem choices may be limited close to the event date
cancellations may be subject to charges reflecting work completed and materials ordered

We will confirm your wedding/event cancellation terms clearly in writing before taking final payment.

7. Refunds – How We Process Them

7.1 How refunds are issued

Refunds are made to the original payment method, unless agreed otherwise.

7.2 Refund timescales

Once a refund is approved, we process it without undue delay and normally within 14 days (depending on the reason for the refund and your bank/payment provider).

7.3 Delivery charges

Where a refund is legally due for a cancellable item, we will refund the standard delivery charge paid (if applicable). If an upgraded delivery option was selected, we may refund only up to the standard delivery cost.

8. Substitutions Policy (Seasonal Flowers)

If certain flowers are unavailable due to seasonality or supply, we may substitute with stems that are:

of equal or greater value, and
as close as possible in colour and style.

If you require no substitutions, please contact us immediately after ordering. If we cannot fulfil the order without substitutions, we will contact you to agree an alternative or offer a refund.

9. How to Contact Us

To request a cancellation, report an issue, or ask about a refund:

Email Us: info@leafdesignsni.co.uk

Phone Us: 028 2563 0210

Please include your order number and any photos where relevant.

DELIVERY & REFUND POLICY

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