Return & Refund Policy

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Return & Refund Policy

Last updated: April 13, 2026

At Stratolusso, your satisfaction is our priority. Because we deal with fresh, perishable flower bouquets, our return and refund policy is tailored to the nature of our products. Please read this policy carefully before placing your order.

1. Our Guarantee

We take great care to ensure every bouquet is made with the freshest flowers and delivered in perfect condition. If you are not satisfied with your order, we are here to help.

2. Eligibility for Refund or Replacement

Due to the perishable nature of fresh flowers, we do not accept physical returns. However, you are eligible for a full refund or free replacement in the following situations:

  • Damaged on Arrival: Your bouquet arrived visibly damaged, wilted, or crushed
  • Wrong Order: You received a different bouquet or arrangement than what you ordered
  • Non-Delivery: Your order was not delivered within the estimated delivery window and cannot be located by the carrier
  • Quality Issue: The flowers were not fresh or wilted within 24 hours of delivery despite following our care instructions

3. How to Request a Refund or Replacement

To request a refund or replacement, please follow these steps:

  1. Contact us within 24 hours of receiving your order (or within 24 hours of the expected delivery date for non-delivery claims)
  2. Email us at info@stratolusso.shop or call us at +44 161 711 1741
  3. Include the following information:
    • Your order number
    • A brief description of the issue
    • Clear photographs of the bouquet showing the damage or quality issue (required for damage and quality claims)
    • Your preferred resolution: refund or replacement

4. Refund Process

Once we receive and review your claim:

  • We will respond within 1–2 business days
  • If your claim is approved, you will receive a full refund to your original payment method within 5–10 business days, depending on your bank or payment provider
  • If you prefer a replacement, we will arrange for a new bouquet to be delivered at no additional cost as soon as possible

5. Exceptions — When Refunds May Not Apply

Refunds or replacements may not be granted in the following cases:

  • Claims made more than 24 hours after delivery
  • No photographic evidence is provided for damage or quality claims
  • Natural variations in flower colour, size, or variety (minor differences from product images are expected with fresh flowers)
  • Flowers that have wilted due to improper care after delivery (e.g., not placed in water, exposed to extreme heat)
  • Incorrect delivery address provided by the customer
  • Recipient was not available and the bouquet was left in a safe place as per delivery instructions

6. Cancellations

  • You may cancel your order for a full refund if the order has not yet been dispatched
  • To cancel, contact us as soon as possible at info@stratolusso.shop or +44 161 711 1741
  • If the order has already been dispatched, cancellation is no longer possible, and the standard refund policy above will apply

7. Late or Missing Deliveries

If your order has not arrived within the estimated delivery window:

  1. Check the tracking information provided in your dispatch email
  2. Contact us at info@stratolusso.shop with your order number
  3. We will investigate with the carrier and, if the order cannot be located, arrange a full refund or replacement

8. Your Statutory Rights

This Return & Refund Policy does not affect your statutory rights under UK consumer protection law. Under the Consumer Rights Act 2015, you have the right to receive goods that are of satisfactory quality, as described, and fit for purpose.

9. Contact Us

If you have any questions about this policy or need to make a claim, please contact us:

  • Store Name: Stratolusso
  • Email: info@stratolusso.shop
  • Phone: +44 161 711 1741
  • Address: 51-55 Oldham Rd, New Cross, Manchester, M4 5FS, United Kingdom
  • Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)