We hope that you love your items when they arrive, but if you ever have a problem, please get in touch via email at customerservices@thesuffolknest.com – we will get back to you as soon as we can. Please help us out by including your order number, name and address so we can process this as soon as possible. Please note that the Instagram messaging inbox is not always monitored – please use the email address provided above.

FRESH FLOWERS - QUALITY

We go to great lengths to ensure your flowers and packages arrive just as they left us. Your flowers may seem a little tired, or even floppy when they first arrive, but don’t worry, after snipping off the ends of the stems and placing them in fresh cool water overnight, they will come alive! But if you’re unhappy with the freshness or quality, then please send us photographs of these within 24 hrs of receiving them at customerservices@thesuffolknest.com. At our discretion, we will either offer you a discount on your next purchase, or send out a replacement, subject to availability, as soon as we can. Please help us out by including your order number, name and address so we can process this as soon as possible.

FRESH FLOWERS - CANCELLATION

If you need to cancel or amend your fresh flower order, you can do this by contacting customerservices@thesuffolknest.com providing we are notified 5 days prior to your delivery date. We are unable to accept cancellations or amendments after this time.

FRESH FLOWERS - FURTHER DETAILS

In products containing fresh flowers, we are unable to guarantee specific flowers due to availability. We will endeavour to provide flowers that are as close to the ones photographed, and rest assured, we will always choose what we feel is a beautiful alternative if we have to. We hope you love them, but we cannot be held responsible if you receive any flowers that are not to your taste or that are unsuitable for you, your family, or your pets.

For Flower Boxes and Wreath Kits, you will be able to choose a specific delivery date. You will receive a text message and email from our courier service where you will be able to track your parcel and choose your delivery preferences. However, due to circumstances out of our control, it may mean that your delivery arrives at the next possible date.

RETURNS

If you wish to return an item, you are able to do so within 10 days of your delivery. Please contact customerservices@thesuffolknest.com in order to do so.

The goods need to be returned at your own cost. Please ensure that they are sent back in their original packaging, intact and in the same condition as you received them in and we will process your refund on receipt of the item.

To return larger items, please get in touch and we can arrange for a collection of the goods at a time that is convenient for you. Please note, the postage cost will be deducted from your refund for this. 

A deduction can be made if the quality of the goods has been reduced (you have a legal obligation to take reasonable care of the goods while they are in your possession).

We highly recommend having postal insurance with your provider. Please retain proof of despatch, as we cannot be held accountable for lost or damaged items during transit.

We do not accept returns for Fresh Flowers or Wreath Kits.

FAULTY ITEMS:

  • If you receive faulty, or damaged goods please email us a photograph and request either a refund or replacement within 14 days of receiving the item(s).

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