Delivery & Returns

Delivery Area

KVETKI currently delivers within supported London postcodes. Enter the full address at checkout to obtain a live courier price. If the courier cannot quote for an address, the website will not take payment for delivery.

Delivery Days

Available delivery dates begin from tomorrow and are shown when the order details are completed. The selected date is part of the order. Courier arrival time can vary during the day, so an exact time is not promised unless KVETKI confirms one separately.

Delivery Price

The checkout requests a live courier quote from the full address. The delivery price is shown separately and included in the final total before payment. Quotes expire after a short period; if details or timing change, checkout requests a new quote.

Free Pickup

Pickup from Nine Elms, London SW8 2XA is free. Select pickup when completing the order and choose any available date from tomorrow onward. We will confirm the practical collection details by email.

Recipient Unavailable

Please make sure the recipient can be reached and the access details are correct. If a courier cannot deliver because supplied information is wrong, access is restricted or the recipient cannot be contacted, we will contact the buyer. A reasonable additional charge may apply for redelivery.

Responsibility And Delivery Problems

The bouquet remains KVETKI's responsibility until it is received by the customer, the named recipient or another person the customer has authorised to receive it. If a delivery is materially late, misses an expressly agreed essential date or does not arrive, email orders@kvetki.uk promptly. Depending on the circumstances, we will arrange redelivery, a suitable replacement, a price reduction or a refund. We will not charge for a replacement delivery where the failure was ours or the courier's.

Fresh Flowers

Fresh flowers are perishable and delicate. Please place them in water as soon as possible, keep them away from heat and direct sunlight, and follow any care advice provided.

Flower Safety

Flowers and foliage are decorative and not for consumption. Pollen, sap, fragrance and plant material may cause irritation or allergic reactions, and some stems have thorns or sharp edges. Keep bouquets away from children and pets. Lilies can be highly toxic to cats and other flowers may be harmful if eaten. Tell us before ordering if allergies, pets or other safety concerns are relevant.

Returns

Fresh flowers are perishable and custom bouquets are made to specification, so they cannot normally be returned for a change of mind. If a bouquet is damaged, faulty, incorrect or not as described, email orders@kvetki.uk promptly with the order ID and useful photos. Reporting within 24 hours helps us assess fresh flowers but does not remove statutory rights.

Refunds And Replacements

KVETKI will review the circumstances fairly. The appropriate remedy may be a replacement, partial refund or full refund. Approved card refunds are returned through Stripe to the original payment method. Your statutory rights are not affected.

Cancellations

Send cancellation or change requests to orders@kvetki.uk immediately. The usual distance-selling change-of-mind cancellation right does not apply to perishable flowers or goods made to specification to the extent permitted by law. If purchasing or preparation has not started, we will try to accommodate the request and confirm any refund.

Complaints

Email orders@kvetki.uk with “Complaint” in the subject line, your order ID, what happened and the outcome you are seeking. We aim to acknowledge complaints within 2 working days and provide a substantive response within 14 days. If more time is needed, we will explain why and give an updated response date.