Refund policy
Returns address — contact us before sending or bringing back an item.
The Wild Stem Studio
31 Manor Park
Borrowash
Derby
DE72 3LP
United Kingdom
We hope you are delighted with your order. If you change your mind about a standard, pre-made artificial flower arrangement purchased online, you may notify us that you wish to cancel within 14 days beginning the day after you receive your order.
After notifying us, you must return the item within a further 14 days. Please contact enquiries@thewildstemstudio.co.uk before sending a return so that we can provide the correct return instructions.
Items must be returned carefully packaged and, where reasonably possible, in their original condition and packaging. You may inspect an item as you would in a shop, but we may make a reasonable deduction from the refund if handling beyond this has reduced its value.
For a change-of-mind return, the customer is responsible for the cost and safe return of the item. We recommend using a tracked return service, as the parcel remains the customer’s responsibility until received. If an item is faulty, damaged, incorrectly supplied or misdescribed, The Wild Stem Studio will provide an appropriate remedy and cover reasonable return costs where a return is required.
When the right to cancel applies, we will refund the item price and the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced delivery service does not have to be refunded. Refunds will be made to the original payment method within 14 days after we receive the returned goods or satisfactory evidence that they have been sent back, whichever is earlier.
Custom-made or clearly personalised arrangements may not qualify for change-of-mind cancellation where the law provides an exemption. This exception does not apply merely because an item was assembled in advance; it must genuinely have been made to the customer’s specification or clearly personalised.
Fresh flowers are perishable and may be exempt from change-of-mind cancellation rights. This does not affect your rights if flowers are faulty, damaged, incorrect or not as described.
If an item arrives damaged, faulty, incorrectly supplied or not as described, please contact us as soon as reasonably possible at enquiries@thewildstemstudio.co.uk and include the order number and clear photographs where helpful. We politely ask that visible transit damage is reported promptly so it can be investigated with DPD, but this does not impose a deadline or remove any statutory right.
Nothing in this policy limits the customer’s statutory rights.