Refund & Cancellation Policy

Last updated: [DATE]

This page explains, in plain terms, when you can cancel a request, when you can get a refund, and how that works. It should be read alongside our full Terms and Conditions.

1. Before you've paid

You can cancel a request at any time before you've chosen an option and paid for it, at no cost. Just use the "Cancel request" option on your request, or let us know by message. There's no need to give a reason.

2. After you've paid

Once you've chosen an option and paid, please get in touch with us as soon as possible if you need to cancel or want a refund — either by replying on the message thread for your order, or using the contact details at the bottom of this page. We'll always look at requests like this in good faith.

2.1 When we'll normally offer a refund

• The item hasn't been delivered and isn't going to arrive in a reasonable time
• The item that arrived is significantly different from what was quoted, faulty, or damaged
• We're genuinely unable to source or fulfil the request after payment
• You contact us before we've started fulfilling the order and simply change your mind

2.2 Situations that need a bit more care

The general rule above (refund if we haven't yet spent money or committed capacity on your behalf) covers most cases. A few specific situations work differently:

• Perishable, made-to-order, or personalised items (for example flowers, cakes, food, or engraved/monogrammed goods) — once we've started sourcing or purchasing these, they can't be refunded. This also reflects your statutory cooling-off rights: goods that are made to your specification or that deteriorate or expire quickly are excluded from the standard 14-day cancellation right.
• Delivery attempted but missed through no fault of ours (for example nobody was available to receive it, or an incorrect address was given) — this isn't a refund situation. We'll arrange a redelivery attempt, which may carry a redelivery fee. We'll only refund if the item turns out to be genuinely undeliverable and that isn't down to anything on your side.
• We're unable to source the item after you've paid — full refund, automatically. That's on us, not you.
• You change your mind after paying but before we've actually purchased the item — full refund. We haven't committed any money yet at that point.
• You change your mind after we've already purchased the item — this depends on whether the supplier we bought it from accepts returns. We'll always ask on your behalf, but we can't guarantee it, and any return costs the supplier charges may be passed on.
• We miss a Same Day or other paid delivery-speed promise entirely — we'll refund the delivery-speed fee you paid. The item itself isn't refunded, since we still sourced and delivered it, just not within the window promised.

3. Your legal right to cancel

4. How a refund is paid back to you

• If you paid by card, the refund goes back to the same card.
• If you paid another way (for example bank transfer), we'll arrange the refund back through that same method.
• Refunds are currently processed in full — we're not able to offer partial refunds at the moment.

5. How long it takes

We aim to process an agreed refund promptly on our end. Once we've issued it, your card provider or bank is responsible for the rest — this can take a few extra days to actually appear on your statement, and that part isn't something we can speed up.

6. How to request a refund or cancellation

The quickest way is to message us directly on your order (from "My requests") — that way we can see the order details straight away. You can also contact us using the details below.