Returns Policy

If you wish to return an item to us, whether it’s because you have changed your mind or there is a problem with it, please contact us with your order number and advise us why. We kindly request that regardless of the reason for return, you keep the original packaging until you have spoken with us.

Contact Customer Services

General email:
Florist by Crocus email:
Telephone: 01344 578 000 (Lines open 9am - 5pm Monday to Friday)
Post: Ltd, Nursery Court, London Road, Windlesham, Surrey, GU20 6LQ


If you wish to return an item which you have received, you have up to 28 days to return it to us (excluding bouquets). You must contact us in the first 14 days to advise that you intend to return it. It must be returned in the same condition that you received it. Please include your order number and reason for return inside the box. Once we have received your return, your refund will be processed within 7 working days. Please note, we do not refund the original delivery cost or reimburse you for the cost of returning an item to us.

Until we receive the goods you are returning, they are your responsibility. For your protection and peace of mind, we recommend you use a recorded delivery service.

If the item has been damaged, used or is not returned in its original packaging, we reserve the right to withhold a percentage of the refund value if the item needs to be reduced in price for resale.

Please note: If you are returning machinery, the machine must be drained of all fluids and boxed or wrapped securely.

Amends & cancellations

To amend or cancel an order which you have not yet been dispatched, please contact us with details of the order you are amending or cancelling. If you wish to cancel an order which has been received, please follow the return instructions above.

Unfortunately, we're unable to amend a Florist by Crocus order once it's been placed. If you wish to cancel your order, you can do so up to 1pm on the day prior to the specified delivery date by emailing or calling 01344 578 000 (Lines open 9am - 5pm Monday to Friday). Once we have received your request, we will confirm this to you via email.

Faulty Goods

If you receive something faulty from us, you have 30 days to return it. Please contact our customer services team who will provide information on how to return the item.

Incorrect Goods

If we sent you something you hadn't ordered, please contact us within 14 days informing us of the problem and our customer services team will provide information on how to return the item.

All Florist by Crocus flowers and foliage are subject to availability and may vary slightly throughout the season. We reserve the right to make subsititutions where necessary and replacements will be of equal or of greater value than those shown. On the rare occassion where substition of an entire bouquet is required, a member of our customer care team will endeavor to contact you before doing so. If we are unable to reach you via the contact details provided prior to the arrangement of the bouquet, will assume you accept the substitution.

Damaged In Transit

If your purchase is damaged in transit, please contact us within 14 days informing us of the problem and our customer services team will provide information on how to return the item.

Defective Goods


If you receive a product that is defective, please contact us within 14 days informing us of the problem. You can return it within 28 days to get either a replacement or a refund. Some products are covered by a manufacturer's warranty, if this is the case, please contact the manufacturer directly.


If you receive a plant that you believe is in bad condition, contact us immediately, but no later than 14 days after its arrival. We request that you email us a photograph of the plant so that we can send it to our plant experts to be reviewed. Bear in mind that plants look different depending on what time of year it is. If you choose deciduous shrub in the winter, it's going to turn up looking pretty bare. It doesn't mean there's anything wrong with it, just that it's out of season and will perk up when the weather does. Many perennial plants won't even show above the soil level in a pot during the winter. However, if you are concerned, contact us with a photograph of the plant within 14 days of delivery and we will be happy to pass the photographs to our plant experts to assess whether there is a problem.

Florist by Crocus

If you're are unhappy with the bouquet received please contact us no later than 48 hours after delivery using the contact details at the top of this page. Due to the perishable nature of flowers, we will require photographic evidence sent to us to gain an accurate representation of your bouquet. All requests will be dealt with on a case by case basis. This does not affect your statutory rights.


5 year guarantee on plants, shrubs, trees and perennials

Our fully hardy plants (excluding bulbs, annuals, biennials, short-lived perennials and cut flowers) are all guaranteed for 5 years after you've bought them. If it fails in the first 5 years, send us a picture of the plant along with your order reference number to Our plant experts will assess the photograph and identify the problem. This guarantee does not include any plants damaged due to lack of watering or lack of proper horticultural care, so plants will not be replaced if the care guidelines have not been followed. Also, because these are completely beyond our control, we cannot be responsible for any airborne pests and diseases such as box blight, fungal leaf spot or aphids.

Freshness guarantee

We guarantee the freshness of our Florist by Crocus bouquets for 5 days from the date of delivery subject to proper care or we'll replace the bouquet free of charge. All bouquets will arrive with care instructions and it is important that these are followed correctly. Certain flowers may be delivered in bud to ensure a longer life.