FOMS Return & Refund Policy

Flowers are perishable and once they leave our hands, we can't control how they're stored, handled, or displayed. We stand by the quality of what we send out the door, but we can't offer refunds or replacements for natural wilting or death of flowers after delivery, as long as they were in good condition when they left us.

What we will fix

Damaged or faulty on arrival If your bouquet arrives damaged, crushed, or clearly substandard, contact us within 24 hours of delivery with a photo. We'll offer a replacement or refund, our choice, once we've reviewed it.

Wrong order If we sent the wrong bouquet or got the order details wrong, we'll fix it at our cost. Let us know within 24 hours.

Late delivery If a delivery is late due to our error (not courier delays outside our control, weather, or an incorrect address supplied by you), we'll discuss a partial refund or credit case by case.

What we won't refund

• Natural wilting, drooping, or death of flowers after they've left our care. Flower lifespan depends on water, temperature, sunlight, and handling once delivered — all things outside our control.
• Change of mind after the bouquet has been made or dispatched.
• Colour or minor variety substitutions. We use the freshest stock available and may substitute similar flowers of equal or greater value when something isn't available. We'll always try to match the original brief and palette.
• Seasonal or supply variation. Flowers are a natural product; slight differences from photos (colour tone, bloom size, stem count) are normal and not a fault.
• Bouquets left unattended in direct sun, hot cars, sealed boxes, or without water for extended periods before being unpacked and trimmed.
• Delivery delays or failures caused by the courier, an incorrect address, or nobody available to receive the order.

How to care for your bouquet 

• Unwrap on arrival and trim stems at an angle
• Fresh water immediately, changed every 2 days
• Keep away from direct sun, heaters, and ripening fruit
• Remove any foliage that sits below the waterline

Making a claim

Email contact@foms.world with your order number and a photo within 24 hours of delivery. We'll respond within 1–2 business days with next steps.

Cancellations

Orders can be cancelled or amended up to 24 hours before the scheduled make-up or delivery time. Once a bouquet is in production, it can't be cancelled or refunded.