Refund policy

Last updated: 13/03/2025

At Sophistique Events & Florals, we take great pride in the quality, craftsmanship, and care that goes into every floral arrangement we create. As our flowers are fresh and made to order, our returns and refunds policy reflects the perishable nature of our products while ensuring fairness and transparency for our customers.

1. Fresh Floral Arrangements (Perishable Goods)

Because our bouquets and floral arrangements are made using fresh, perishable flowers, we are unable to accept returns once an order has been delivered.

However, if there is an issue with your order, we will of course work to resolve it promptly. Please contact us within 24 hours of delivery if:

Your flowers arrive damaged
Your flowers arrive in unsatisfactory condition
You received the incorrect item

To help us assess the issue, please include clear photographs of the arrangement when contacting us.

Where appropriate, we may offer one of the following resolutions:

A replacement arrangement
A partial refund
A full refund (where justified)

All resolutions are provided at the discretion of Sophistique Events & Florals after reviewing the circumstances.

2. Flower Substitutions

Due to seasonal availability, weather conditions, and market supply, certain flowers may occasionally need to be substituted.

If substitutions are required:

They will always be of equal or greater value
The overall style, colour palette, and design will remain consistent with the original arrangement

Substitutions alone do not qualify for refunds unless the final product is materially different from what was advertised.

3. Delivery Issues

If you experience a delivery issue, such as:

Flowers arriving damaged
Delivery to the wrong address
Delivery occurring significantly outside the agreed timeframe

Please notify us within 24 hours of delivery so we can investigate and provide a a suitable resolution.

If the recipient is unavailable at the time of delivery, flowers may be left in a safe place or with a neighbour where possible. We cannot accept responsibility for deterioration or issues caused by delays resulting from recipient unavailability.

4. Reporting an Issue

If you need to report an issue or request a refund, please contact us with the following details:

Order number
Delivery name
Photographs (if applicable)
Brief description of the issue

Email: Enquiries@sophistiqueevents.com

We aim to respond within 24 hours.

5. Refund Processing

Where a refund is approved, it will be issued to the original payment method within 3–7 working days, depending on your payment provider.

6. Our Commitment

At Sophistique Events & Florals, every arrangement is created with care, attention to detail, and a passion for beautiful design. We are committed to ensuring every customer experience reflects the quality, elegance, and service standards of our brand.

If you have any questions about this policy, please feel free to contact us — we are always happy to help.