Refund policy
Let Us Know Quickly
If something is wrong with your order, please tell us within 24 hours and include a photo so we can take a look. Email us at contact@amerose.co.uk.
Change of Mind
We only accept returns for quality issues. Unfortunately, we can’t take back flowers if you change your mind.
Follow Care Instructions
We provide care instructions with your flowers. We can’t offer refunds or exchanges if the flowers weren’t properly looked after.
Certain Flowers
Garden roses and peonies are special cases—we don’t offer refunds or exchanges for these.
Damaged or faulty products
If your flowers arrive damaged or faulty, tell us within 24 hours with a photo. We can offer a refund, partial refund, or exchange, depending on the situation.
Refunds
If your refund is approved, it will go back to your original payment method within 10 business days. Keep in mind it might take a little longer for your bank or credit card company to process it. If it’s been more than 15 business days after approval, email us at contact@amerose.co.uk.
Substitutions
Sometimes flowers need to be substituted if they’re out of season or out of stock. We'll substitute with a flower of equal or greater value, in keeping with the design and palette.
Time Limit
Quality claims must be made within three days of delivery, as set out in our 3-Day Freshness Guarantee. After this period we can'y be responsible for the condition of the flowers.
Refusal of Delivery
We aren’t responsible if the recipient refuses the flowers.
3-DAY FRESHNESS GUARANTEE
Every AMEROSE bouquet is made to order on the day it is delivered and is brought to you by our team. We stand behind the quality of every arrangement that leaves our studio.
What the guarantee covers
If your flowers wilt within three days of delivery, and the care instructions provided with your order were followed, we will replace the arrangement free of charge.
How to make a claim
Contact us within three days of delivery, by email at contact@amerose.co.uk or WhatsApp us. Please include pictures of the flowers and your order number. We aim to respond within 24 hours.
What happens next
Once we have reviewed the photos, we will arrange a replacement, delivered on our next available date. No return of the original flowers is required.
What is not covered
- Claims made after three days from delivery
- Flowers that have not been kept in clean water, or that have been placed in direct sunlight, near heating, or close to ripening fruit
- Natural variation in flower form, colour or opening, which is expected in fresh flowers
- Damage caused after delivery
Please note
Some flowers are delivered in bud and will open over the following days. This is intentional and is not considered wilting.