Return policy

What’s your returns policy?

RETURNS 

Due to the perishable nature of our floral arrangements, we are unable to accept returns/refunds for these. Each arrangement is expertly handmade to order and contains completely natural products that have been enhanced to extend their life.

 

Any products purchased that are perishable are not applicable for cancellations, refunds, or exchanges.

 

We accept returns for non-perishable items such as individual jewellery products, provided they are unused, in their original packaging, and returned within 14 days of delivery.

Customers are responsible for return shipping costs unless the item is faulty or incorrect. Once your return is received and inspected, a refund will be issued to your original payment method.

 

Please note: Items must be in resaleable condition. For hygiene reasons, we do not accept returns for earrings unless they are faulty.

 

Please note that all gift box sets are non-returnable. Each jewellery piece is carefully paired with a preserved flower box and sold as a single, complete set. For this reason, we do not accept returns or exchanges on gift sets. We kindly ask for your understanding before placing an order.

 

 

To be eligible for a return, your item must be in the same condition that you received it.

 

It must also be in the original packaging, packed in the same way as you received it and returned at your own expense.

 

EXCHANGES

If you believe your item is not up to standard, please contact our customer services team who will work with you to reach the best solution.

 

You can contact our team by email.

Email us: hello@alyssahouse.co.uk

 

HAS YOUR ORDER ARRIVED DAMAGED?

In the event that your order has been damaged during its journey, please contact us within 24 hours of receiving the initial item. Please note your order number in the message along with images of the damage on your order. We will arrange for a free collection so you can return the item to our expert florists who will either repair your arrangement or create a new one for you. Time scales will vary, however, we do aim to send you out a replacement within a week.

 

Please note that all damaged items need to be returned in the original packaging so that it arrives back to us in a safe manner. We cannot offer a replacement until the damaged order has been returned back to us. We will not accept returns without the original packaging and customers will be liable if the product is not returned in the same condition as it was sent out.

 

If you do have any queries or concerns about your order, please contact us at hello@alyssahouse.co.uk so that we can assist with your query. Please note your order number in the message.