Refund, return and cancellation policy

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.

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 (including damage), 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.

For Flower Boxes and Flower Kits – if you need to cancel or amend your order, you can do this by contacting customerservices@thesuffolknest.com providing we are notified 10 days prior to your delivery date. We are unable to accept cancellations or amendments after this time.

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 Flower Kits, you may be able to choose a delivery date. For orders going to the Scottish Highlands, please presume your delivery date will be the day after your chosen date or stipulated 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 you delivery arrives at the next possible date. All other items, delivery will be 3-5 working days.

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. Please note that we are unable to cover the costs of shipping. Please ensure that the product/s are sent back in their original packaging and all being well, we will process your refund on receipt of the item.

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