Refund Policy

The 365 day guarantee

Your first one time purchase order with us carries a 365 day money-back guarantee.

Give it a fair try. If you decide it is not doing what you hoped, tell us any time in the year that follows your order and we will refund you. You do not have to justify the decision to us.

What this covers

This policy applies to orders placed on the BloomQueen store. It sits alongside our Terms & Conditions.

The guarantee covers your first order. Later orders and subscription renewals are not covered by it, because you choose whether each one goes ahead and you can stop them at any time. See Subscription orders below.

How to claim

Email us at [email protected] and give us your order number and the name the order was placed under.

That is the whole process. We will confirm and tell you what happens next.

How refunds are issued

Refunds go back to the original payment method through our payment gateway. We cannot refund to a different card or to a different person's account.

A refund covers what you paid for the products. Delivery charges are not refunded, so the cost of getting the parcel to you is not included.

The refund process takes 7 to 14 working days from the day we agree it. How long it then takes to appear on your statement depends on your bank or card issuer.

We refund in the same currency we charged you. If your bank converted that into your own currency, the rate on the refund may differ from the rate on the original charge, and that difference is set by your bank rather than by us.

Any BloomCoins earned on a refunded order are cancelled. If you have already spent them, your balance can go below zero, and it simply builds back up from your next order.

Damaged or incorrect items

If your parcel arrives damaged, or contains the wrong item, this is not a guarantee claim and you do not need to wait. Email us at [email protected] with your order number and a photo of what arrived, including the outer packaging, and we will sort it out.

Tell us within 7 days of delivery so we can raise it with the courier while the evidence is still fresh. You choose whether we send a replacement or refund you.

Subscription orders

You can pause, skip, change or cancel a subscription at any time in your account, and there is no minimum term. Stopping a subscription prevents future charges; it does not by itself refund an order that has already been charged.

Once a renewal has been charged we prepare and send the parcel. If you contact us after the charge but before we have dispatched it, write to us and we will look at cancelling it. Where we agree to cancel, the payment processing fee on the original charge is deducted from what we return to you, because our payment gateway does not give that fee back to us.

Contact

Email us at [email protected] with your order number and our team will take it from there.