Studio terms
Returns, refunds, cancellations, legal restrictions, and promotion terms for Ash Mallows Studio products and commissions.
Returns
Dried flower arrangements
Dried flower arrangements can be returned within 14 days of delivery if unused, in original condition, and with proof of purchase. You cover return postage unless the item is faulty or damaged.
Faulty or damaged items
If an item is faulty or damaged, please report it within 48 hours of delivery with photos for a free replacement. Return postage will be covered by us in these cases.
Made-to-order items
Custom or made-to-order items are non-returnable except if faulty.
Fresh flowers
Fresh flowers are perishable. Returns are accepted only for damage or errors reported within 24 hours with photos. No 14-day cooling-off period applies to fresh flowers.
Refunds and disputes
Refund processing
Refunds process within 5 working days of verifying returned items, to your original payment method. Product cost only; delivery charges are non-refundable.
Faulty goods
Faulty goods entitle you to repair, replacement, or refund within 6 months under the Consumer Rights Act.
Dispute resolution
For disputes, please contact us first using the contact form on our website. If unresolved, you can use RetailADR or the EU ODR platform free of charge.
Cancellations
Order cancellations
Cancel within 14 days of order for full refund by notifying us in writing. A 10% fee applies if the order has been prepared or dispatched. After delivery, follow the returns policy above.
Fresh flowers
Fresh flowers require 48 hours' notice for cancellation. Late cancellations are non-refundable due to perishability.
How to cancel
To cancel an order, please contact us using the contact form on our website with your order number. We will confirm the cancellation and process any applicable refund.
Legal restrictions
Pricing
All prices include 20% VAT.
Plant health and sourcing
Products comply with UK plant health rules. We source our materials from local growers and ethical suppliers where possible.
Natural variation
Product descriptions are accurate; natural variations are possible due to the nature of our materials.
Business details
As a sole trader, our full business name and address are displayed on this website where required.
Promotions
Promotion terms
Promotions cannot be combined with other offers unless explicitly stated. Discount codes must be entered at checkout and cannot be applied retroactively.
Availability
Promotions are valid for the specified time period only and may exclude certain products or custom orders. We reserve the right to modify or cancel promotions at any time.