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Our promise, returns and refunds

Delighting customers is our ultimate aim. We always strive to deliver goods at its best condition and on time.


Damage

Our goods are packed carefully to ensure they arrive as beautiful and as neat as when they left us. However, on a small number of occasions (and for reasons beyond our control) they may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact our customer care at [email protected] to inform us immediately so that we can arrange a replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged flowers within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, please note that banks generally take up to 10 business days to process and transfer the funds into your account. Some banks can take up to 15-30 days, or until your next billing cycle. 8 Nine Florist has no influence over these timescales.

Non Delivery

We do everything we can to ensure our goods are delivered. If for any reason we made a mistake and deliveries don't turn up, (i.e. if your goods have not arrived within 3 days of their intended delivery date), please contact our customer care at [email protected] to inform us. We will send you a replacement on our next available delivery date, or a refund. If we offer you a refund, please note that banks generally take up to 10 business days to process and transfer the funds into your account. Some banks can take up to 15-30 days, or until your next billing cycle. 8 Nine Florist has no influence over these timescales.

Returns

Please understand that due to the perishable nature of flowers, we are unable to accept returns. We offer customers refunds or replacement flowers if the flowers are not delivered to an acceptable quality, as detailed above.

Availability and substitution

All products are subject to availability. In the event of any supply difficulties or if the goods we have received from our supplier that are needed to make up your order do not meet our high quality standards, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.


Circumstances beyond our control

Adverse weather conditions

During adverse weather conditions (including heavy rain and flood), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.

Force Majeure

8 Nine Florist shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond 8 Nine Florist reasonable control.

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