Refund policy

Eleanor's Florist – Refunds, Returns & Cancellations Policy
1. Perishable Goods & Change of Mind

Fresh flowers and plants are natural, perishable products that deteriorate rapidly. Under Irish and EU consumer law, fresh flowers and bespoke floral arrangements made to your specifications are exempt from the standard 14-day cooling-off period for online and phone orders. As a result, we cannot accept returns or offer refunds simply due to a change of mind once an order has been prepared or delivered. This does not affect your statutory rights under the Consumer Rights Act 2022. 

2. Order Cancellations & Amendments
  • More than 24 hours before delivery/collection: You may cancel or amend your order for a full refund by contacting us at 066 7121139 or kevin@eleanors.ie at least 24 hours prior to your scheduled delivery or collection date. 
  • Less than 24 hours before delivery/collection: Once we have begun preparing your arrangement or ordered specific flowers for your request, we cannot guarantee a cancellation or refund. 
  • Weddings, Events & Bespoke Orders: Custom event floristry and large bespoke orders are subject to separate deposit and cancellation terms outlined in your event contract.
3. Damaged, Faulty, or Incorrect Orders

We take great pride in the freshness and quality of our flowers. If your order arrives damaged, wilted upon arrival, or is significantly different from what you ordered, please notify us within 24 to 48 hours of delivery. 
  • To help us resolve the issue quickly, please email kevin@eleanors.ie with your order number, a brief description of the issue, and clear photographs of the flowers as received. 
  • Where an item is verified as faulty, damaged, or not as described, we will offer a free replacement arrangement or a full or partial refund to your original payment method, in line with your statutory consumer rights. 
  • Please note that flowers are natural products, so slight variations in colour, shade, and bloom openness are normal. Seasonal substitutions of equal or greater value may occasionally be made while maintaining the overall style of your chosen bouquet. 
4. Non-Perishable Add-Ons & Giftware

If your order includes separable, non-perishable items (such as standalone vases, candles, or giftware) purchased online or by phone, you have the right to cancel and return those specific items within 14 days of receipt for a refund, provided they are unused and in their original packaging. Return postage costs for change-of-mind returns are the responsibility of the customer. 

5. Failed Deliveries

Please ensure that the recipient's address, Eircode, and contact phone number are accurate at the time of ordering. If a delivery cannot be completed because the recipient is unavailable and no safe place is available, we will leave a calling card or contact the sender/recipient to arrange collection from our shop or a redelivery (which may incur an additional delivery fee). We cannot offer refunds for flowers that deteriorate due to incorrect delivery details provided at checkout or delays caused by the recipient failing to collect a missed delivery. 

6. Refund Processing

Approved refunds will be processed back to the original payment method within 5 to 10 business days. Please note that it may take additional time for your bank or card issuer to post the funds to your account.