Flower delivery: What to do if your bouquet turns up damaged, late or not at all?

FLOWER DELIVERY: It is good to know you do have some rights if your flowers arrive damaged

Ariane Sohrabi‐Shiraz
The Daily Star

There is nothing worse than ordering a beautiful bunch of flowers for your significant other − only to find it turns up damaged, or worse, not at all.

Flowers are not cheap, and the last thing you want is for them to turn up in bad condition.

It is good to know that if this happens, you do have some rights.

In some cases the retailer may even give you a full or partial refund.

FLOWER DELIVERY: You will be protected under the Consumers Rights Act

What if the flowers arrived damaged?

According to consumer awareness group Which? you will be entitled to a full or partial refund if your flowers are delivered in poor condition.

If the flowers arrive at the door and look sad, have started to wilt or the petals have started browning, you should be entitled to a refund including delivery.

FLOWER DELIVERY: If you received an ‘estimated delivery date’ you may not be refunded

You will be protected under the Consumer Rights Act, which came into affect on October 1, 2015.

This means that the retailer is responsible to make sure the bouquet is “of satisfactory quality, fit for purpose, and as described” when delivered.

However, if you want to get a full refund, you will need to act quickly.

A picture must be taken of the damaged bouquet to prove that they were in bad condition.

But it is the person who bought the flowers that must do the complaining.

If you are expecting flowers to turn up on a specific day, tell the person who ordered them. They will need to know and act fast.

FLOWER DELIVERY: If you paid for a specific delivery date you have more rights

What if the flowers are late?

Sometimes you have a specific occasion in mind when ordering flowers − which is why it is so infuriating if they turn up late.

However, things become more complicated when it comes to delivery.

Because it is the retailer that is responsible for the condition of the goods until they are received, it is not the delivery firm who is liable for late delivery.

It all depends on which delivery option was selected.

With an “estimated delivery” date, you don’t have an automatic right to get a refund.

According to the Consumer Rights Act the retailer has 30 days in which to deliver the goods.

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However, if one or two weeks after the delivery date has passed, you could argue and ask for a refund.

If you paid more for a specific delivery date, for example Valentine’s Day or Mother’s Day, you will have more rights.

The date is agreed on as part of a contract, so you have a right to terminate the purchase or get a full refund.

What if the flowers don’t turn up at all?

You will normally have to give 30 days before you have the automatic right to a refund.

However, the same as with late delivery, you can try to ask the florist after a week or two.

If the florist tries to blame the courier you should reject this.

Even if the flowers have been lost in transit, your next step is to go to the retailer.

It is still the retailer who is ultimately responsible.

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What if some flowers are missing?

If you ordered a specific number of flowers, but fewer show up, you have a right to a partial refund.

Say if you order 25 roses but only 20 turn up, you can ask for a refund for the missing five roses.

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Under the Consumer Rights Act the product must match the description.

This means if you can take a picture of the bunch, and show it against the description on the website.