Returns, Refunds and Cancellations
This page explains what happens if something is not right with your order, how to tell us, and what we will do about it. It sits alongside our Terms and Conditions.
1. Fresh flowers
Fresh flowers are perishable and made to order, so they cannot be returned to us and resold. What we guarantee is their condition when they arrive.
If your arrangement arrives damaged, wilted, or not in the condition we promised, message us on WhatsApp within 24 hours of delivery with your order number and a photograph.
Where there is a problem with the arrangement, we will rearrange it at our shop in Lekki Phase 1 at no charge. The arrangement needs to come back to us within 24 hours of delivery, because beyond that point the stems have moved on and rearranging will not help. If you are not able to bring it in, message us and we will agree what is practical.
What this does not cover. Normal variation in a handmade arrangement, flowers that have not been given fresh water and a recut, or a change of mind about the style after delivery.
2. Gifts you can return
These items can be returned within 24 hours of delivery, unused, unopened and in their original packaging:
- Teddy bears
- Perfumes, sealed
- Wine and champagne, sealed
- Vases and containers bought on their own
You do not need to give a reason. Return them to our Lekki shop. There is no restocking fee. You cover the cost of returning the item, unless it was faulty or we sent the wrong thing, in which case we cover it.
3. Items that cannot be returned
- Fresh flowers and plants. Section 1 applies to these instead
- Cakes and cupcakes
- Chocolate, because it is food and cannot be resold once it has left our cold chain
- Balloons, once inflated
- Cash bouquets
- Cards and anything carrying a personalised message
4. Cancelling or changing an order
- More than 24 hours before delivery: free of charge, full refund
- Less than 24 hours before delivery: if we have not made the arrangement yet, full refund. If we have already made it, store credit for the value of the order
- Once the order is out for delivery: it cannot be cancelled
We will tell you which of these applies before you commit.
5. Substitutions
Flower availability changes with the season and with what reaches Lagos that week. If a bloom or container is unavailable, we will replace it with one of equal or higher value, in the same style and colour palette.
For anything more significant than that, we will speak to you first. If you do not want the alternative we propose, you can cancel for a full refund.
6. If delivery does not work
Recipient not available. We will call the recipient, then call you. With your agreement we can leave the order with a neighbour, a colleague or a security post, or deliver on another day. A second delivery may carry a fee, and we will tell you the amount before we charge it.
The address or phone number given to us was wrong. We deliver to the address on the order. Where that address was incorrect and the order was accepted there, we cannot recover it and we cannot refund it, because the order was made and delivered as instructed. Tell us as early as you can. If you reach us before the rider has handed the order over, we will redirect it and charge only the delivery fee.
Your order reached the correct address but a different person received it. Handing an order to someone at the address on your order, such as a receptionist, a security officer, a colleague or a member of the household, counts as delivered. If you believe your order went somewhere other than the address on your order, tell us and we will check our delivery record with the rider.
Our mistake. If we delivered to an address other than the one on your order, on the wrong day, or sent the wrong item, we fix it at our cost. We will remake and redeliver, or refund you in full, whichever you prefer.
7. Cash bouquets
Cash arrangements are built to order around an amount you specify. Once the notes have been folded and the arrangement built, it cannot be returned. You can cancel before we begin building and the full amount comes back to you.
8. How to make a claim
WhatsApp is how we take orders and it is how we handle claims.
- Message us on 0816 348 1882
- Send your order number and a photograph of the problem
- We will reply within one working day with what we propose to do
You can also reach us using the details on our contact page.
9. Refunds
Approved refunds go back to the original payment method. We process them within 2 to 5 working days. Your bank then usually takes a further 5 to 10 working days for the money to show. We will confirm once we have processed it.
Store credit, where you choose it, is issued immediately and does not expire.
10. Your rights
Nothing on this page reduces your rights under Nigerian consumer law. You remain entitled to a remedy where goods are defective, unsafe, not as described, or unsuitable for a purpose you told us about before ordering. If we cannot resolve a complaint with you, you may refer it to the Lagos State Consumer Protection Agency.
11. Contact
Lovebug Florist
4a Emma Abimbola Cole, Lekki Phase 1, Lagos
WhatsApp: 0816 348 1882
Last updated: 26 October 2026