Refund policy

Last updated: 19 September 2026

At The SoArt, we take great care when preparing and delivering every order. As our flowers are perishable and many of our balloon products are personalised or made to order, different cancellation and return rules may apply compared with standard non-perishable products.

Nothing in this policy affects your statutory rights as a consumer.

Order Cancellations

Standard orders

You may cancel your order and receive a full refund by contacting us at least 24 hours before the scheduled delivery window.

Orders cancelled less than 24 hours before the scheduled delivery window are not eligible for a change-of-mind refund.

Orders accepted for delivery within the following 24 hours cannot normally be cancelled after they have been confirmed.

Valentine’s Day and Mother’s Day orders

For orders scheduled for Valentine’s Day or Mother’s Day, cancellation requests must be received at least 72 hours before the scheduled delivery window to qualify for a full refund.

Orders cancelled within 72 hours of the scheduled delivery window are not eligible for a change-of-mind refund.

Changes to an Order

Requests to change the delivery date, address, time window, product, size, colour, gift message or personalisation details must normally be made at least 24 hours before the scheduled delivery window.

For Valentine’s Day and Mother’s Day orders, change requests must be received at least 72 hours before the scheduled delivery window.

We will make reasonable efforts to accommodate a requested change, but changes cannot be guaranteed once flowers or materials have been purchased or preparation of the order has started.

Perishable and Personalised Products

Many of our products contain fresh flowers or other materials that deteriorate rapidly. Many of our balloon products are also made to the customer’s specification or clearly personalised.

The usual statutory right to cancel an online purchase because you have changed your mind may not apply to products that:

• deteriorate or expire rapidly;

• are made to your specifications; or

• are clearly personalised.

This does not affect your legal rights if a product is faulty, damaged, not as described or otherwise fails to meet legal requirements.

Incorrect Personalisation

Customers are responsible for checking that all names, numbers, messages, colours and other personalisation details are correct before submitting an order.

We do not normally send a proof before production. If we notice a possible mistake or ambiguity, we may try to contact you. If we cannot reach you in time, we may prepare and deliver the product using the information exactly as submitted.

A refund or replacement will not be provided solely because the customer supplied incorrect personalisation details. If the mistake was made by The SoArt, we will correct or replace the affected product as appropriate.

Damaged, Incorrect or Incomplete Orders

Please inspect your order as soon as possible after delivery.

For missing, incorrect, damaged or visibly defective flowers or other products, please contact us within 24 hours of delivery.

If a balloon is visibly damaged, punctured or underinflated at the time of delivery, please contact us within two hours of delivery.

These reporting periods allow us to investigate the condition of perishable products and the circumstances of delivery. They do not remove any statutory rights that cannot legally be limited.

When reporting a problem, please provide:

• your order number;

• a clear description of the issue;

• clear photographs of the affected product; and

• photographs of the packaging or delivery condition, where relevant.

Please keep the affected product and packaging until we have reviewed the matter. Do not return an item without first contacting us.

Where a product is faulty, damaged, incomplete or incorrect because of our error, we will first seek to repair, correct or replace the affected product or arrange redelivery. If this is not possible or appropriate, we will refund the affected product as required by law.

Fresh Flowers and Vase Life

Fresh flowers commonly last approximately three to five days when cared for correctly, although some delicate or seasonal varieties may naturally last for a shorter period.

As flowers are natural products, we cannot guarantee an exact vase life. Customers should follow the flower-care instructions available on our website.

We are not responsible for deterioration caused by unsuitable temperatures, insufficient or unclean water, direct sunlight, placement near fruit or heating, failure to follow care instructions or other unsuitable handling after delivery.

Balloon Condition and Float Time

Balloon float time varies depending on the type of balloon, temperature, environment and handling. We cannot guarantee an exact floating period.

Balloons should be kept indoors and away from:

• extreme heat or cold;

• direct sunlight;

• sharp objects and rough surfaces;

• prolonged storage inside a vehicle; and

• unsuitable outdoor conditions.

Damage or reduced float time caused after delivery by inappropriate storage, movement, handling or environmental conditions is not eligible for a refund or replacement, unless the problem resulted from a defect that existed at the time of delivery.

Failed Delivery and Incorrect Information

Customers are responsible for providing the recipient’s correct name, complete delivery address, postcode and working telephone number.

If incorrect or incomplete information causes a failed delivery, a new delivery charge will apply.

If fresh flowers have deteriorated or balloons have been damaged and the product must be remade, the customer will also be charged for the replacement product.

If the recipient is unavailable, our driver will first try to contact the recipient and/or the customer. If there is no response, the driver may use reasonable judgement to leave the order in a suitable safe place and record photographic proof of delivery.

Provided that reasonable care was taken and the driver did not select an obviously unsuitable or unsafe location, we will not normally be responsible for theft, loss or damage occurring after the delivery has been recorded. This does not apply where the loss or damage was caused by our negligence or where responsibility cannot legally be excluded.

If no suitable safe place is available, the order may be returned. Redelivery will be subject to a new delivery charge, together with any reasonable cost of remaking a product that has deteriorated or become damaged.

Late Delivery

Delivery time windows are estimates rather than guaranteed appointments. Delivery outside the selected time window but on the agreed delivery date does not automatically qualify for a refund.

If, through our own fault, we fail to deliver on the agreed date, we will first offer redelivery, an alternative date or store credit.

Where delivery on the agreed date was essential and the order no longer serves its intended purpose, we will consider an appropriate refund and honour any cancellation or refund right required by law.

Delays caused by incorrect customer information, the recipient being unavailable or circumstances outside our reasonable control may not qualify for compensation or a refund.

Cancellation by The SoArt

If we are unable to fulfil an accepted order, we will contact you and may offer:

• a suitable replacement product;

• an alternative delivery date; or

• store credit.

If you do not accept the available alternatives, we will refund the amount paid for the cancelled order.

Store Credit

Store credit issued by The SoArt is valid for 12 months from the date of issue.

Store credit cannot be exchanged for cash. We will not require you to accept store credit where you are legally entitled to receive a monetary refund.

Refund Processing

Once a refund has been approved, we aim to process it to the original payment method within five working days.

Your bank, card issuer or payment provider may require additional time to display the refunded amount in your account.

Contact Us

To request a cancellation, report a problem or ask about a refund, please contact us:

Email: hello@thesoart.co.uk
Telephone and WhatsApp: +44 7511 005858

Please include your order number and any relevant photographs. We aim to respond within two working days.

The SoArt Limited
Company number: 16682050
Registered office: 2 Laurel Bank, Finchley Park, London, England, N12 9JP