If you are unhappy with your order, the quickest resolution is through using our 100% Happiness Guarantee promise in your account area.


We pride ourselves on delivering beautiful long lasting products on time. For the rare occasions we fall short, we have the 100% Happiness Guarantee. If you're not happy with the service you've experienced, we'd like the chance to put it right.


 What is our Happiness Guarantee to you?

If you are unhappy for the following reasons only:

  • Flowers or plant have arrived looking poor
  • Damage to flowers that significantly impacts the overall appearance of the bouquet
  • An item is missing from your order
  • An item arrived damaged in your order
  • Flowers or plants have not lasted as long as they should – the guarantee period depends on the bouquet
  • You have received the wrong item

Please use the instructions below and we will add credit to your account up to the value of the affected items plus an extra £10. If an issue is deemed minor and does not affect the overall effect of the bouquet, we may add 50% of the value.

If you have received the wrong size bouquet, we will add the value of the size upgrade as credit to your account with us, plus an additional £10.

If your order has been delivered late, please contact us.


How to redeem

Below are the 4 quick steps on how you can redeem your Happiness Guarantee if you're the customer. If you're the recipient of the gift, you can still redeem your Happiness Guarantee. To do this, please contact our customer service team who will be happy to help.

 

Step 1 - Login

Log in to your Appleyard account using the email address linked to the order. If you haven’t set a password before, reset it here.


Login

 


Step 2 - Choose order

In the 'My Orders' section of my account click “View Order” in the recent orders section.  Click “Redeem Happiness Guarantee” next to the relevant order. This will only appear if your scheduled delivery was within the last 5 days. 

 

Step 3 - Provide details of the issue

Choose the reason for your claim and fill in any required fields. If prompted, upload a clear photo of the affected item(s). 

 

Step 4 - Receive store credit & enjoy!

Send your request. You’ll then receive your email from Appleyard London confirming the store credit has been added to your account for immediate use.

 

For information on how to use store credit see click here


For other complaints please proceed to our contact form and select the relevant reason. Please be aware that we may take a little longer to get back to you during peak times (Valentine's Day, Mother's Day and Christmas).

 

If you prefer a refund rather than store credit, please fill in this contact form and choose “Unhappy with Order” with the relevant issue.