Shipping Policy

Most gifts are prepared and delivered by a Store in or near the recipient’s area. If your order includes items from more than one Store, they may arrive separately, and each may have its own delivery charge.

Delivery availability depends on the item and the address. If an item can’t be delivered to an address, checkout tells you before you pay.

Some locations, such as hospitals, hotels or secure sites, may accept deliveries only at reception, or not at all.

At checkout, you choose a delivery date and, where offered, a time slot. Delivery options and order cut-off times vary by Store.

Delivery times are estimates. Traffic, weather, building access, public holidays or other events beyond our control can occasionally cause delays. If we expect a significant delay, we’ll contact you.

Flowers, cakes and other perishable gifts are delivered on the date you choose, so pick a day when the recipient will be there.

• Delivery charges are always shown at checkout before you pay.
• Free delivery may be available on some orders. Checkout shows when it applies.
• Any applicable duties or taxes are shown before you pay.
• Cash on delivery isn’t available, so nobody should ever ask the recipient to pay at the door. If someone does, please refuse and contact us.

If you don’t know the recipient’s address, choose Gift Link™ at checkout. The recipient receives a secure link to add their own delivery details, and delivery is arranged once they do, so the gift may arrive later than one sent with an address. If the recipient doesn’t respond, we’ll contact you about next steps.

Digital gift cards and digital cards are sent electronically to the contact details you provide, straight away or at the time you schedule. Please check these details carefully, because whoever receives the gift may be able to use it.

Some digital gift cards can be used only in certain countries. Checkout tells you when this applies.

• Give a complete delivery address and a phone number where the recipient can be reached.
• We may contact the recipient to arrange delivery.
• If the recipient isn’t available, the gift may be handed to someone at the address, such as a family member, reception or building security. A gift accepted by someone at the address counts as delivered.
• If delivery can’t be completed because the details were wrong, nobody was available, or the recipient refused a correct gift, we may not be able to refund the order. We’ll always agree any redelivery charge with you first.

See when refunds apply

Check the status of your order in My Orders on our website or app. Recipients can follow their gift through the link they receive.

If a gift is late, missing, damaged or not what you ordered, contact us as soon as you can, ideally on the day of delivery for perishable items. Include your order number and, if possible, a photo. We’ll look into it and put it right as our Return & Refund Policy sets out.

Nothing in this policy affects your rights under consumer protection law.

Read the Return & Refund Policy