• The score is the share of every order we have ever sent that never drew a review of 1 Flourish or 2 Flourishes: (181,813 orders − 509 such reviews) ÷ 181,813 = 99.7%.
• The orders are every order this shop has ever taken — the running invoice number stamped on every order, read live — so the figure moves the moment another bouquet is sold.
• The reviews are the 0 one- and two-Flourish reviews counted on Trustpilot up to March 2026, plus every review of 1 Flourish or 2 Flourishes left here since (509 so far). Every review is published, good or bad.
• The main reasons for a review of 1 Flourish or 2 Flourishes, and what we do about each. 509 such reviews across 181,813 orders is about 1 order in 360 — 99.7% never drew one.
• Late or non-delivery — 98.5% of orders arrive on the day chosen; please allow up to 48 hours from despatch. If the carrier loses or fails the delivery, we send a replacement.
• Not as pictured — Our photographs show the flowers in full bloom; we send them in bud so they last. Flowers are a living crop, so our terms reserve the right to substitute a variety or a colour with one of similar style and equal or greater value when the auction leaves us short, and we try to contact you first. If what arrives is not what you ordered, tell us within three days of delivery with a photo and we put it right, at our choice by a replacement or a refund.
• Poor quality or dying on arrival — Send us a photo within three days of delivery, as our terms ask, and we put it right, at our choice by a replacement or a refund. A few outer petals marked in transit are normal on flowers cut to order.
• No response — Every email is answered by a person: an occasion complaint within 4 hours, everything else within 24.
• A substitution without notice (about 1 order in 18,000; 10 of the 509) — When a flower is unavailable we substitute like for like and tell you before despatch where we can; tell us of any allergy on the order and we never substitute against it. A substitution that spoils the bouquet is put right.
• A missing card, message or extra — We send the missing item, or refund its value, the same day we hear.
• When we do not replace: the 48 hours from despatch had not passed when the complaint was made; the address given to us was wrong or incomplete.

Our terms and conditions

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