Returns, Refunds & Cancellations
If something isn’t right with your order, please tell us. This page explains what to send us and how each kind of problem will be handled.
Hazor Home · 2026-11-05
How to Contact Us About an Order
Please contact us and include:
- your order reference
- what happened, in a few words
- photos, if something arrived damaged or isn’t what you ordered
Where you can, keep the arrangement and its packaging until we reply. They help us see what happened.
Damaged or Wrong Items
If your arrangement arrives damaged, or it isn’t what you ordered, contact us with your order reference and photos of the arrangement and its packaging. Once we have looked at what happened, we’ll tell you the next step.
If a delivery was missed rather than damaged, see Delivery & Collection.
Change of Mind
Please check each arrangement’s photos, size and details before you order, so you know what will arrive.
Personalised and Custom Items
Some orders are made to your own choices: a bouquet from Build a Bouquet, or a custom arrangement made to the design you agreed with us. Because they are made for you, the rules for changing or returning them may differ from those for ready-made arrangements.
For a custom arrangement, we confirm the design, price and timing with you before you pay. Please check the agreed design carefully before you approve it.
Cancelling an Order
To cancel an order, contact us as soon as you can with your order reference. What we can do depends on how far your order has gone: whether we have started making your arrangement, and whether it has been sent.
The same applies if you need to change an order, such as the delivery address, date or card message.
Refunds
If we agree a refund, we’ll tell you how much will be refunded and how it will be paid.
Common Questions
My arrangement arrived damaged. What should I do?
Contact us as soon as you can, with your order reference and photos of the arrangement and its packaging, and keep both until we reply. We’ll look at what happened and tell you the next step. When we reply, we will tell you whether we replace, repair or refund.
I received the wrong item.
Contact us with your order reference and a photo of what arrived. We’ll put it right. We will agree with you whether that means a replacement or a refund, and how any return is arranged.
Can I change or cancel my order?
Contact us as soon as you can with your order reference. What we can do depends on whether we have started making your arrangement and whether it has been sent. We will tell you straight away where your order stands and what can still be changed or refunded.
How and when will I get a refund?
If we agree a refund, we’ll tell you the amount and how it is paid. We plan to refund to the original payment method, and we will tell you how long it will take and whether the delivery charge is included when we confirm your refund.
Can I return a bouquet I designed, or a custom piece?
A Build a Bouquet design or a custom arrangement is made to your own choices, so the rules for changing or returning it may differ from those for ready-made arrangements. Please check the agreed design carefully before you approve it.