Here at Bloom Magic, we aim to ensure all of our customers receive their luxury flowers on time and in great condition. However we deal with fresh and perishable goods, and send them via courier services. Therefore, unfortunately there will be rare but inevitable circumstances where we do not achieve this that are outside of our control.
If you have any issues with our service, please do not hesitate to contact us by emailing firstname.lastname@example.org . One of our friendly agents would be glad to look into the issue for you!
Quality Complaints on arrival: if you are unhappy with the appearance of your bouquet, please send us photos via email at email@example.com . Our product quality officer will look at this and advise accordingly. If we agree that a product is in poor condition, then we will offer a resolution. Typically this will be in the form of a replacement, full or partial refund or store credit. Complaints must be made within 4 days of items arriving.
Items not as described/pictured: If you have received the wrong product, we will happily give you a replacement or refund.
Note: We are confident that we send out great bouquets 99% of the time. But that said, it's rare that the bouquet we send will ever match the photo from our website identically, because we are artisan floristry, not an assembly line. This is the reason we provide the following in all of our product descriptions. “No two bouquet are ever the same so each and every bouquet is bespoke and truly unique. The picture shows an example of our bouquet with yours containing seasonal flowers similar in colour, texture and vibrancy.”
Issues with longevity of flowers: Most of our flowers are guaranteed to last a minimum of 5-7 days, depending on care. There are a few exceptions - some which we guarantee longer and some shorter. Typically, beyond 4 days we consider product care the responsibility of the recipient. Help with flower care can be found here: http://bit.ly/FlowerCareGuide. We deliver fresh flowers of the highest quality everyday and extend a 4 day no-quibble quality replacement guarantee. However we can not offer replacements or refunds if we are not notified of any issues within 4 days of delivery. After 4 days there are so many different factors that can affect the shelf life of flowers that are outside of our control. We will typically offer a replacement if the longevity of the flowers is not as we would expect.
Different blooming stages: Our stems are sent out in bud, semi-bud or sometimes in bloom depending on the type of flower and how they will fare in transit (some flowers are often sent in bud to protect the delicate inner flower in transit). In our mixed bouquets, we cannot guarantee that the flowers will bloom in unison.
Missing Gift Messages: Customers are not charged for gift messages, so we do not consider them to have monetary value. While we appreciate they may hold sentimental value, occasionally cases of human error can occur, and the message may not be attached by accident.
Items not delivered: If we have failed to deliver to the recipient or leave the order in a safe place, we will happily replace or refund you.
Missing Add-On Gifts: If you do not receive an add-on gift, we will refund you the price of the gift or add it to your account for your next order, should you wish to do so.
Please note that we fully appreciate that bouquets are often sent as a sentimental and emotional gift, and we always aim to compensate when an issue occurs.