Grievances
If you are unhappy with our products in any way, please do let us know using the forms on our Contact page. Complaints or grievances should be made within 14 days of dispatch date.
Returns Policy
We do not operate a free returns policy. We can arrange collection of your order for a small fee. Please get in touch to arrange this.
Items returned unused will be refunded in full. Returns should be received by us within 21 days of the dispatch date.
Damaged Goods
Damaged dried flowers are ones that have clearly been damaged in transit (box is also damaged) or the item has significant petal drop or broken stems due to bad packaging. Please notify us of damaged items immediately with photographic evidence. We will get in touch to discuss how to proceed.
We will replace items that are clearly damaged unless stock is sold out, when we will give a full refund.
Missing Goods/Packing mistakes
All orders are packed with care but mistakes can happen. When we make mistakes, we will accept total responsibility and will refund or replace the item.
Items not fit for purpose
If the item you ordered isn’t what you were expecting please return it immediately and we will refund you the cost of the item.
Our products are natural, they do vary from batch to batch, year to year, and box to box. Variation in colour, size and shape, some petal drop & a few broken stems are not considered as damaged goods.
Please notify us of any concerns immediately with photographic evidence or return the items. Every case is treated on an individual basis.
We will not send replacements if the replacement is likely to be the same as what you have received. We take customer satisfaction very seriously and will do all we can to make it right.
Sale Items
Items on sale are non-refundable and non-returnable.
Bespoke Wedding Flowers
Cancellations more than 6 weeks prior to the wedding date will receive a refund on all monies paid other than a non-refundable deposit of £150. Cancellations within 3-6 weeks of the wedding date will be refunded less deposit and costs for services and products already provided.
There is no refund for cancellations of less than 3 weeks prior to the wedding date.
If the wedding date changes a new consultation will be arranged if date available, with confirmation of stock and prices renewed. There is no charge for changes to the date of the wedding providing that there is no scheduling conflict or additional costs incurred.
If Government Covid legislation prevents a wedding from taking place within 3 weeks of the wedding date, Essentially Hops will refund half the balance remaining after the booking fee less costs for services & products already provided.
Sympathy Flowers
Cancellations will be refunded in full, less costs for services and flowers already provided or purchased.
If the date changes a new consultation will be arranged if date available, with confirmation of stock and prices renewed. There is no charge for changes to the date providing that there is no scheduling conflict or additional costs incurred.
Bespoke Dried Flower Arrangements & Build Your Own Arrangements
Cancellations more than 6 weeks prior to the dispatch date will receive a refund on all monies paid. There will be no refund for items already made to order (whether dispatched or not).
Webshop Dried Wedding Flowers
All Dried wedding flower orders placed online are 100% refundable up to 6 weeks before dispatch date.
Cancellation of your order within 6 weeks before dispatch date will be refunded in full, less costs (designs already made but not dispatched, services provided and materials purchased).
No refunds will be given to items already dispatched.
If Government Covid legislation prevents a wedding from taking place, Essentially Hops will refund half the balance remaining less costs for services & products already provided (including designs already made but not dispatched and materials purchased).
Webshop Dried Arrangement & Kit Orders
All dried arrangement orders placed online are 100% refundable up to 6 weeks before dispatch date.
Cancellation of your order within 6 weeks before dispatch date will be refunded in full less costs (designs already made but not dispatched, services provided and materials purchased)
No refunds will be given to items already dispatched.
