(Bloom & Preserve Limited, trading as Dried.co.uk)

Our Promise

We want you to love your dried flowers as much as we do. If for any reason you’re not completely satisfied with your purchase, we’re here to help make it right. We offer a hassle-free returns process on eligible products, provided that they are sealed and unopened when returned. Your peace of mind is important to us, and we aim to be fair, friendly, and transparent in our returns policy.

Important: Due to the delicate nature of dried flower products, items must be returned in their original, sealed packaging to be eligible for a refund. We cannot accept returns for products that have been opened or unwrapped from their sealed state, unless they arrived to you damaged or defective (in which case, see Damaged or Incorrect Items below).

In simpler terms: if you’ve changed your mind about a bouquet or an item, that’s okay – just don’t open it. Send it back to us in the same condition it arrived, and we’ll sort out a refund for you.

This policy is designed to ensure that every customer receives fresh, beautiful dried flowers that haven’t been compromised by handling or environmental exposure after leaving our studio.

Eligibility for Returns

To be eligible for a return and refund, please ensure that your item meets the following criteria:

• Unopened & Unused: The item must be in the same condition that you received it – sealed, unopened, and unused. It should be still wrapped in its original packaging (for example, the bouquet should remain wrapped in its paper or plastic seal, and any product boxes should remain unopened). We cannot accept a return if the seal has been broken or if the product has been taken out and handled.
• Original Packaging & Tags: Please return the item with any original tags, labels, or inserts that were included, and in the original box or packaging it came in (or similar protective packaging if the original is not usable). The packaging is designed to protect the dried flowers; returning it this way helps ensure it arrives back to us safely and in sellable condition.
• Return Timeframe: You must initiate the return within 30 days of your purchase date. In other words, if you ordered on the 1st of the month, you have until the 31st of that month to start the return process. We feel 30 days is a fair window to decide if the product is right for you, and it’s more generous than the UK legal minimum of 14 days.
• o For gifts: If you received a product as a gift and you’d like to return it, the same 30-day window applies from the original purchase date. (If you don’t know exactly when it was purchased, contact us and we’ll do our best to work with you).
• Condition of Returned Items: Because dried flowers are fragile, we ask that you pack the return carefully. The items should be in the same condition you received them – which for dried flowers means no breakage beyond what might occur in initial transit, and no alterations. If a returned item shows signs of use, handling, or if it’s not in its original packaging, we reserve the right to decline the return or deduct a restocking fee, as the product may not be resalable.

Note: We understand that minor shedding or stray petals can happen even with unopened dried flowers – that’s normal. We won’t penalize you for the odd petal or two. But an obviously handled or displayed item (even if technically “unused”) won’t qualify.

Non-Returnable Items: For hygiene, safety, or logistical reasons, a few types of products are generally excluded from returns (unless faulty). Fortunately, most of our catalogue is returnable if unopened, but exceptions include:

• Custom or bespoke orders (e.g., if we made a special one-of-a-kind arrangement just for you, which we don’t typically stock, we may not be able to take it back).
• Items marked as final sale or clearance on our website (we’ll clearly indicate if an item is non-returnable at the point of purchase).
• Opened or used items (reiterating: once opened, we can’t resell dried flowers due to quality control, so we cannot accept them back).

If you’re unsure whether your item is eligible for return, please contact us at hello@dried.co.uk with your order details and we’ll gladly clarify.

How to Return an Item

We try to keep the returns process simple and straightforward:

• Contact Us to Initiate the Return: Send an email to hello@dried.co.uk within 30 days of your purchase date to let us know you’d like to return something. Please include your order number (it starts with DRIED or # and you can find it in your confirmation email) and a brief description of the reason for return. You don’t have to go into great detail if you don’t want – a simple “changed my mind” or “not what I expected” is okay. However, any feedback is appreciated as it helps us improve!
  We will respond within 1-2 working days with confirmation of your return request and further instructions. We’ll assign you a Return Authorization (RA) number or code. Please do not ship items back without contacting us first – items sent back without authorization may not be recognized or processed correctly, and we wouldn’t want your refund to be delayed or missed.
• Return Authorization & Instructions: Once your return is approved, we’ll provide you with the return address and any specific instructions. Typically, you will send the item back to our London address (71-75 Shelton Street, Covent Garden, London). We might also include a reference (like your RA number) to put on the label or inside the box. If you have the original packing slip, you can include that in the box; if not, a note with your name, order number, and RA number is helpful.
• Packaging the Return: Use the original packaging if possible. Gently place the dried flowers back into the packaging as they were (if you peeked in the box, try to arrange everything snugly again). Make sure the box is securely sealed with tape. If the original box was damaged or opened in a way that you can’t reuse it, find a similar-sized sturdy box. The goal is to protect the dried flowers from being crushed in transit. Feel free to stuff the box with newspaper or bubble wrap to prevent movement. The more snug and secure, the better.
• Shipping the Return: You will be responsible for the cost of return shipping, except in cases of damaged or incorrect items (see below). We recommend using a trackable shipping service (and purchasing shipping insurance for the package if the items are of high value). This way, you have proof of return and can monitor the package’s journey back to us. Until we receive the item, it’s technically your property, so if it gets lost or damaged on the way back, you’d need to handle that with the postal carrier – tracking and insurance help mitigate that risk.
• o Address the package to the return address provided (which will be our studio/warehouse). Make sure to write your return authorization number on the outside or include it inside.
• o After you send it, it’s very helpful if you email us the tracking number. That allows us to anticipate the return and process your refund faster.
• Return Deadline: After you contact us for a return, please send the item back promptly. We consider the return “initiated” when you email us within 30 days of purchase, but we do expect you to then mail it out within, say, another week or so. If a return package is significantly delayed or we don’t receive it and you have no tracking, it could affect the return eligibility.

We’re here to assist throughout the process – if at any step you’re unsure what to do, just ask! We can guide you on how to pack the item or even suggest a courier service.

Refunds

Once we receive your returned item, we’ll jump into action:

• Inspection: Our team will carefully inspect the returned item. This usually happens within 1-2 business days of the package arriving back to us. We’re checking that the product is indeed unopened, unused, and in the expected condition. We also verify that it’s the correct item and matches the order. We promise to be fair and not nit-picky – we know dried flowers can be a bit messy by nature. We’re mainly ensuring that the item hasn’t been used for a month as decoration and then returned, for example. If everything looks good, we’ll approve the refund.
• Approval & Processing: If your return is approved, we will process your refund right away. The refund will be issued to your original method of payment. That means if you paid by credit/debit card, the refund goes back to that card; if you paid via PayPal, it goes back to your PayPal account, etc. We will send you an email notification to let you know the refund has been processed on our end.
• Refund Amount: Provided the item meets our returns criteria, we refund the full purchase price of the item. This includes VAT if it was charged. Please note: original shipping costs are typically built into our product prices (since we offer free shipping), so there is no separate shipping charge to refund in our case. If you paid extra for some special delivery service (e.g., a hypothetical future expedited shipping option), such additional shipping fees may not be refundable unless the return is due to our error.
• Timing: Once we issue the refund, it may take some time for your bank or card issuer to process it on their side. In our experience:
• o Credit/Debit Cards: usually 5–7 business days to show the credit, but occasionally up to 10 (especially if international bank).
• o PayPal: often within 1–2 days (PayPal typically notifies you of the refund in your account).
• o Other methods (Apple Pay, etc.): these follow similar timelines to card refunds, since they often route through your card or bank.
  If it’s been, say, 10 days after we confirmed your refund and you still don’t see it, please first check with your payment provider (sometimes they have pending processes), and if needed, contact us – we’ll help investigate.
• Partial Refunds: In certain scenarios, we may only grant a partial refund. This is rare and would typically be because the returned item arrived in a condition not meeting our full return criteria (for example, it was improperly packaged and got slightly damaged on the way back, or it was returned outside the allowed timeframe without prior arrangement). We would communicate this to you if that were the case and explain the reasoning. Our goal is to be reasonable, so we consider such cases carefully.

Damaged or Incorrect Items

We package our products with great care, but we understand that occasionally things can go wrong in transit. If you received an item that was damaged on arrival or if we sent the wrong item, we sincerely apologize and will make it right immediately.

Here’s what to do in those cases:

• Contact us quickly: Email hello@dried.co.uk as soon as you notice the issue. Ideally, this should be within 7 days of delivery. (Why 7 days? The sooner we know about a problem, the sooner we can address it for you. Also, for insurance claims with couriers or parcel carriers, timely reporting is important. That said, if you only unwrap the item at day 10 and discover an issue, still reach out – we’ll absolutely try to help. We just advise not to delay too long.)
• Provide details: In your email, include your order number and a description of the damage or error. If an item is damaged, please attach a couple of photos if possible – one of the item and the damage, and one of the packaging if it was also damaged. Clear photos help us assess the situation (and are often needed for us to file a claim with the courier). If the wrong item was received, a photo of that item (and perhaps the label) will help us understand where the mix-up happened.
• Resolution: Once we receive your email and evidence of the issue, we will offer you options for a resolution, typically:
• o Replacement: We can send out a new item to you at no additional cost. If the exact product is no longer in stock, we might offer a close alternative or let you choose a different item of equal value. We’ll ship replacements as urgently as possible, because we want you to have what you ordered in perfect condition.
• o Refund: If you prefer, or if a replacement isn’t suitable (e.g., item was one-of-a-kind or now out of stock), we can issue a full refund. This refund would include the full price you paid for the item and any shipping costs you might have paid (in case of a shipping upgrade, etc.). We cover the return shipping in these cases too – meaning if we need the damaged/wrong item back, we’ll provide a prepaid return label or make arrangements at our expense. Often, for minor damage, we might not even require a return – we’ll let you know.
• Keep everything (for now): If the item arrived damaged, please keep the item and all the packaging for the moment. Sometimes, the courier may want to inspect the package as part of a claim. We know it might be tempting to tidy up broken pieces, but hold off just until we advise. If we send a replacement, we might not require the broken item back (no need to send shattered bits of a vase, for example), but we’ll clarify that. If we sent the wrong item, we will typically arrange to get it returned (on our dime) or sometimes, for low-value items, we may say you can keep it or donate it – it depends on the situation.

Our ultimate aim is that you end up a happy customer, whether that’s by enjoying an intact product as you intended or by receiving your money back so you’re not out-of-pocket for something that wasn’t right. We pride ourselves on friendly, no-fuss customer service. Mistakes or accidents happen, but we believe the true mark of service is how we fix them.

Order Cancellations & Changes

Can I cancel or change my order? We completely understand that life happens and you might change your mind shortly after ordering, or realize you need to correct the address or swap an item.

• Cancellations: If you wish to cancel your order, please email us immediately at hello@dried.co.uk with the subject “Cancel Order #XXXX”. If we receive your cancellation request before your order has been processed and dispatched, we will cancel the order and issue you a full refund right away. No fees, no hassle.
• o Timing is key: We process orders quickly (often within 1 day), so try to let us know as soon as possible. Once an order has been packaged and handed over to the courier, we unfortunately can no longer cancel it. (However, you can still return the item after you receive it, following the guidelines above for a refund.)
• o If you missed the window and the order shipped out, you can either refuse delivery (the package will be returned to us) or accept it and then contact us to arrange a return. In either case, once we get the items back unopened, we’ll refund you for the products. (Note: original shipping is free, so you’re not losing out on postage, but you would need to cover the return postage in this scenario, or we can deduct it from the refund if we arrange a return label for you.)
• Changing Order Details: Need to change the delivery address or correct a typo? Or did you want a different variant of a product? Contact us as soon as you can. If the order hasn’t shipped yet, we can usually accommodate address changes or even swap an item (as long as the substituted item is equal or lesser value – we’ll handle any payment difference if more). We’ll confirm the changes back to you. If the order has shipped, address changes might be possible through the courier (we’ll try our best to redirect if needed, though this isn’t guaranteed), and item changes would then fall under a return/exchange scenario.
• Adding items to an existing order: This isn’t exactly a cancellation, but if you placed an order and then the next day thought, “Oh, I should have added that bouquet as well,” reach out to us. If it hasn’t shipped, we can often add the item so it all comes together (saving on packaging and shipments). We’ll send you a link or invoice to pay for the additional item. Again, this depends on timing – if the original order is already on its way, you’d need to place a new separate order for additional items.

Our goal is to be flexible and understanding. We know that especially when buying gifts or decorating for events, things can change quickly. We’ll always do our best to accommodate your needs.

Exchanges

Want to exchange an item for something else? We don’t have a formal exchange process (since our stock varies and it’s simpler to process returns/refunds), but we’re happy to help you get the item you prefer:

• The quickest way to exchange is to initiate a return for the item you have (following the steps above) and meanwhile place a new order for the item you want instead. This ensures it doesn’t go out of stock and that you receive it as fast as possible. We will process the refund for the returned item as soon as it comes back.
• If the exchange is due to our error (e.g., we sent the wrong product and you actually wanted a different one from your order), then of course we will handle it as a priority and at no additional cost to you – essentially treating it as a mix-up that we correct by sending the right item.

If you prefer a more direct exchange (send back item A, then get item B shipped once we receive A), we can accommodate that too – just let us know. Do note that this traditional exchange process might be a bit slower because we’ll wait for the original to return before sending the new one.

Either way, reach out to us at hello@dried.co.uk and we’ll work out the best solution with you.

Your Statutory Rights

This returns policy is designed to give you confidence and clarity, but it doesn’t affect or reduce your legal rights under UK consumer laws. For example, under the Consumer Contracts Regulations, you generally have the right to cancel your online purchase within 14 days of receiving it and get a full refund (with some exceptions, such as for perishable or personalized items). Our policy of 30 days for unopened items is in line with giving you at least that much time and more. Also, under the Consumer Rights Act, you’re entitled to products that are of satisfactory quality, fit for purpose, and as described – if something we send doesn’t meet those standards, you have the right to a remedy (refund, repair or replacement depending on timing and situation).

In short, we stand by the quality of our products and service. If anything ever falls short, please know we will make every effort to correct it, whether by our policy or by law.

Contact Us

We’re here to help. Returns and refunds can sometimes seem complicated, but we aim to make the process as smooth and friendly as our bouquets. If you have any questions about this Returns & Refunds Policy, or about a specific return, please get in touch:

• Email: hello@dried.co.uk
• Phone: (If we have a customer support number, it would be listed here – currently, email is the best method.)
• Address: Dried (Bloom & Preserve Ltd), 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, UK.

Our customer service team is small but mighty, and we genuinely care about your experience. We will listen to your concerns and work with you to ensure you’re happy with the outcome. Many of our customers become repeat customers and friends of our business – we believe handling issues with empathy and fairness is a big part of why.

Thank you for choosing Dried. We hope you adore our products, but if not, you now know what to do (and that there are actual humans here ready to assist!).

Happy decorating, and have a blooming lovely day!