Damaged Items

In the unlikely event there is an issue that affects your order such as a faulty or damage to an item, we are more than happy to assist provided that the procedure, set out below, is followed.

Failure to follow this procedure will result in us not having the details we require to verify the issue. Therefore we will be unable to provide assistance or a resolution.

Our product range includes both perishable and non perishable products. The process for reporting an issue is dependent on the type of item you have ordered.

Select The Type of Product With an Issue:

For perishable items, we require notice of damage or faults within 48 hours of delivery of your item.

Your complaint must be accompanied by images to demonstrate the issue as set out below:

  • at least one image showing the whole product, in the box it was delivered, clearly demonstrating the damage
  • at least one image to show the box/mail bag the item(s) were delivered in and any damage to the packaging
  • at least one image of the delivery label clearly showing the delivery address


For complaints involving inflated balloons you must ensure that:

  • you do not amend or alter the balloons in any way
  • the images of the balloons capture the balloons exactly as they were when delivered, i.e. attached to the ribbons and weight
  • you do not remove any balloons from the bouquet
  • you do not tamper with or try to fix balloons yourself

In the event the images fail to meet the criteria above, we are not in a position to verify that the damage was present at the time of delivery.

Your complaint must be submitted using the form below.

For non perishable items, we require notice of damage or faults within 14 days of your item being delivered.

Your complaint must be accompanied by images to demonstrate the issue as set out below:

  • at least one image showing the whole product, with the product packaging clearly demonstrating the damage
  • at least one image to show the box/mail bag the item(s) were delivered in and any damage to the packaging
  • at least one image of the delivery label clearly showing the delivery address

It is important to ensure you provide all the details we require at the time of raising your complaint. Where the relevant information is not provided or the images supplied do not make it clear to us the issue, or; we cannot verify the fault. Unfortunately the claim cannot be considered.

Damages and lost item claims that do not meet this criteria cannot be considered.

This includes instances where the issue is not reported in the required timeframe or the details/images uspplied do not enable us to verify the issue.

If you wish to exercise your legal right to reject your order you must return all items to us in the condition they were received if we ask you to do so as set out in our terms and conditions to qualify for a refund.