Refund policy

Returns Policy

We have a 14 day return policy on all non-perishable items such as vases, plant pots, unopened champagne boxes and our Tea range.

However due to the perishable nature of the flowers and plants we will only accept returns and issue refunds if the following is true; Hanako has made a mistake with your order or the flowers/plants were severely damaged on delivery. Please read the following policy statement which applies to these cases.

Mistake with your order

On the rare occasion we have made a mistake with your order, please notify us within a maximum of 2 days from your delivery. Please provide pictures depicting the issue and showing the bouquet as a whole. Please forward to info@hanakoflowers.co.uk

Once our team verifies the issue, we will organise a replacement instantly and complimentary.

Flower Condition

We are the guardian of your flowers and will love and care for every stem before they leave the shop. We ask that you please observe the care card provided to get the best of your flowers once they are in your home.

Although we say as a rule of thumb that between 4-5 days is a good time frame for flower freshness, this can vary. There are many factors that can impact the longevity of a flower. This includes; its variety, the room temperature where it is kept, how often the stems are re-cut and the water is changed. We must advise that any bouquets that are delivered in a "water pouch" must be removed instantly and placed into a vase with fresh water. 

Once the flowers leave our florist, we have no control over these factors. However if you experience flowers wilting before this 4-5 day period, please send us a photo and we will review them on a case by case basis. 

If we believe that the flowers don't meet our high standards, we will replace them free of charge.

At our discretion, any replacement or refund will be proportionate to the problems that have occurred.

Delivery

When you are placing an order, you will be given a selection of delivery options.

As part of our promise to do everything we can to look after our planet, we collate all our orders and do one delivery round per day. Deliveries are between 3 pm and 6 pm. 

It is the responsibility of the sender to ensure the recipient of the delivery is at home to receive their items. If we attempt a delivery and the recipient is not at home, we will leave the package in the safest place possible, this is down to the sole discretion of the driver. We will always leave a delivery note with details on where the delivery package was left. Once we have delivered the item to the delivery address its safety is no longer our responsibility rather that of the sender.

If we feel it is not safe to leave the package, we will bring the order back to the shop.  The recipient will be notified of this.  We will look after your flowers, however we can not ensure the condition of the flowers beyond 24  hours and ask for them to be collected by the recipient within this timeframe.