Delivery Information

Can I track my order?

Yes! Evermile, our delivery partner will have sent you a tracking link.

Please contact them directly if you have any problems tracking your order.

When will I receive my order?

Orders placed before 2pm will arrive same day. We aim to deliver before 6pm.

Can I specify a time for delivery?

Yes, provided they have capacity, our delivery partner Evermile will be able to offer you a delivery window,

How much does delivery cost?

Our delivery partners Evermile will calculate the cost of your delivery dependant on where it's going and if you require a specific time slot. Delivery cost may vary depending on these factors.

Returns, Refunds & Cancellations

Returns & Refunds

If you would like to return an item you are unsatisfied with, please contact us to discuss the matter and we will do our best to resolve the issue.

Please note we cannot refund you the shipping costs. Some items we sell are non returnable; please refer to the section “non returnable items"

Non-returnable Items

Due to the perishable nature of the product, fresh flowers, chocolates and plants cannot be returned. We also cannot accept returns for any bespoke/customised items, as they are made to order.

Cancellations & Amendments

If you would like to amend or cancel an order, please get in touch with
us no later than 48 hours before your delivery date, and at least 10 days before the delivery date for any wedding/event orders. Once the order has left our workshop, we cannot make any changes or cancellations. In some cases we would prepare your order more than 12 hours in advance, please remember we cannot cancel or amend your order in this case.

Expectations & Freshness

We work with seasonal flowers to create our bouquets and arrangements, so the exact flowers you receive may differ from those shown in the photographs. However, we believe our photography is representative of the quality, size and appearance of the products we send.

Plants and flowers may have small imperfections, due to the nature of the product. If, however, you feel like the items you received do not seem fresh or are in a bad condition, please let us know by sending us an image within 24 hours of receipt. At our sole discretion, we will use our professional judgement to decide whether the flowers are indeed in an unacceptable condition.

Please remember we cannot offer refunds however we may offer an exchange or credit note.

Damage

We do our best to pack our flowers, plants and gifts with care so that they arrive in the same condition as they did at our shop. If any item does arrive damaged, please notify us within 24 hours after receipt by sending us a picture of the packaging and products received. At our sole discretion, we will decide whether the damage is in fact unacceptable and may offer an exchange or credit note.

Please remember that some issues are outside of our control, e.g. boxes getting damaged when in transit.

Other Issues

I can't find my order

If you or your recipient cannot locate your order, please contact us asap at mary@windmillflowers.co.uk or by calling us on 020 7820 7796.

In 99% of the cases, we will be able to send you a proof of delivery. Our delivery partners Evermile will have sent you a text or email featuring a delivery confirmation which will contain the time of delivery and a picture serving as proof of delivery. Please remember it is your full responsibility to provide us or Evermile with a “safe place” of where your order can be left in case you wouldn’t be home. Once the order has been delivered to the address given to us or to this safe place, we are not responsible for any items getting lost or stolen.

I gave you the wrong address

If you notice you’ve made a mistake when placing your order, please contact us asap. In most cases, we will still be able to change the delivery address or any other information. If, however, the item has already left our workshop, we are not liable for any items being delivered to the wrong address, and cannot offer a refund or redelivery.

Shipping delays

Whilst we do our best to deliver orders on your specified date, sometimes circumstances outside of our control can cause delays.

Unfortunately, we cannot offer a refund in this case.

I received the wrong item

If you have received a different item than what you ordered, please let us know asap, as we may be able to send you the correct item the same day and collect the incorrect item.

Returned items

In case our couriers weren't able to deliver your item, e.g. because an incorrect or incomplete address was given, or because the delivery was refused upon receipt, please note we cannot refund any plants, flowers or other perishable items. We also cannot refund you the delivery costs.
If you would like us to re-send the items to you, we will ask you to pay for the items again, including the delivery costs.