We stand behind every bloomgram. If something is genuinely wrong with your order, we will sort it. This page explains what is covered, what isn't, and how it works. Please read it before sending us a claim.

If your bloomgram arrives damaged or with missing parts

Contact us within 14 days of delivery with:

• Your order number (starts with BG-)
• A clear photo of the outer packaging
• A clear photo of the gift box
• A clear photo of the specific damage or missing part

We review every claim individually and choose the appropriate remedy based on the evidence, in this order of preference:

• Missing piece — we send the missing piece on its own
• One part damaged — we send a replacement of that part
• Significant damage to multiple parts — we send a full replacement bloomgram

Replacement (whole or partial) is our standard remedy. We do not issue refunds where a replacement resolves the issue. The decision on what to send is ours, based on the evidence provided.

About cancellations

Every bloomgram is a personalised gift. Each box contains a unique QR sticker linked to your handwritten digital message and to the thank-you photo your recipient sends back. That sticker is generated specifically for your order and sealed inside the box when we pack it — we cannot resell a packed bloomgram.

Because each bloomgram is personalised, it is exempt from the standard 14-day distance-purchase cancellation right under Regulation 28(1)(b) of the UK Consumer Contracts Regulations 2013, which excludes "goods that are made to the consumer's specifications or are clearly personalised."

This means once an order is placed and we have begun preparing it, it cannot be cancelled for a refund. The damaged-or-missing-parts policy below still applies in full.

What is not covered

The following are not eligible for replacement or refund:

• Disliking the random design. The randomness is the whole point of bloomgram. The specific design selected is not grounds for replacement or refund
• Damage caused after delivery. Drops, spills, child or pet damage, water damage, or damage occurring after the parcel was received intact
• Damage caused during or after building. Once the build has been started, any subsequent damage is not covered
• Build difficulties or assembly mistakes. The mini-build is designed to be straightforward and takes 20–40 minutes of careful work. Misreading the instructions is not grounds for a refund
• Claims without photographic evidence
• Claims made more than 14 days after delivery (for damaged or missing parts)
• Returns posted back without contacting us first — we may refuse delivery or refund

Lost in transit

If your bloomgram has not arrived within 10 working days of despatch (standard) or 5 working days (express), contact us and we will open an investigation with Evri. Evri may take up to 14 working days to confirm a parcel as lost. Once Evri confirms the loss, we send a replacement at no extra cost.

bloomgrams sent as gifts

If the gift went directly to the recipient and they have an issue, the order number is printed on the gift card inside the box. The recipient can contact us using that order number. The same rules and evidence requirements above apply.

Fraudulent or repeat claims

We monitor return and replacement requests. We reserve the right to refuse replacements, refunds, or future orders where we believe a claim is fraudulent or inconsistent with the evidence, including:

• Repeated claims from the same customer or delivery address
• Claims that contradict our packing records or courier evidence
• Photographs that appear edited, staged, or unrelated to the order
• Returns of items that show signs of use, building, or substitution

Your statutory rights

Nothing on this page reduces your statutory rights under the UK Consumer Rights Act 2015 (for goods not of satisfactory quality, fit for purpose, or as described). The standard 14-day distance-purchase cancellation right under the Consumer Contracts Regulations 2013 does not apply to bloomgram orders because each is a personalised good, exempt under Regulation 28(1)(b) of those regulations — see "About cancellations" above. Where statutory rights apply, they take precedence over the wording on this page.