Last updated: 2 October 2026
Everything we make is handmade to order, and most of it is either personalised for you or made with fresh, perishable ingredients. That affects your cancellation rights, so please read this before ordering. Nothing here affects your legal rights if something arrives faulty, damaged or not as described.
Cancelling an order
Under the Consumer Contracts Regulations 2013, the usual 14-day right to change your mind does not apply to goods that are made to your specification or clearly personalised, or to goods that are liable to deteriorate rapidly. Almost everything we sell falls into one or both of those categories — fresh flower bouquets, and hampers and gift boxes made up to your brief.
We think that’s a bit unforgiving on its own, so we go further than the law requires:
- You can cancel free of charge up to 5 days before your order’s preparation is due to begin, and we will refund you in full.
- Preparation time is 2 to 5 days depending on the item — please see the product page for the specific preparation time. Preparation begins that many days before your delivery date, because that is when we buy your flowers and ingredients and start making your gift.
- Once preparation has begun we can’t offer a refund, because the materials have been bought and the work has started specifically for your order.
To cancel, email info@lulitos.co.uk or message us on WhatsApp on +44 7719 706286 with your order number, as early as you can.
If something is wrong with your order
This is separate from cancelling, and your rights here are unaffected by anything above. If your order arrives damaged, faulty, or not what you ordered, we will put it right with a replacement or a full refund, including any delivery charge.
Because our products are perishable, please tell us within 24 hours of delivery so we can deal with it while the evidence is fresh. Email info@lulitos.co.uk with:
- your order number,
- a short description of the problem, and
- a photograph of the item as it arrived, where possible.
Please don’t throw the item away until we’ve spoken — we may need to see it.
Things we can’t refund
- Natural variation. Every item is handmade and flowers are seasonal, so colours, blooms and finishing details will vary slightly from the photographs. Product images are a guide to style and size, not an exact copy of what you’ll receive.
- Fresh produce past its best because it wasn’t stored as advised, or wasn’t opened and enjoyed within the timescale we gave you.
- Incorrect delivery details supplied at checkout, or nobody available at the address at the agreed time. Please double-check the address and make sure someone can receive the gift.
- Allergic reactions where the allergen was declared on the product page or in our allergen information. Please read that information before ordering — see our Allergen & Food Information page.
How refunds are paid
Approved refunds are made using the same method you paid with, within 14 days of us agreeing the refund. If you paid in cash, we will arrange a bank transfer and will ask you for account details for that purpose only.
Getting in touch
Email info@lulitos.co.uk, message +44 7719 706286 on WhatsApp, or use the contact form. We’d always rather hear about a problem than have you be disappointed quietly.