Replacements and Refunds

All issues are to be raised with 24 hours of receiving delivery, refund and replacement requests will not be accepted beyond this point. Our flowers are the highest quality grade, and it is the customers responsibility to ensure they are cared for correctly to ensure longevity. Your flowers are expected to be at their peak on your event day.
For the best chance of receiving replacements, please raise the issue by 11am on the day of your delivery. Stem Story cannot guarantee you will receive replacements in time for your wedding if requested after this time.
Please have 5 photos of the flowers affected: 2 different photos showing all the stems that need replacing or refunding. 3 photos showing the reason of the credit. Please do this for each variety affected. This is requested by our wholesale partner in order to process replacements and refunds.
Stem Story reserve the right to deny refund and replacement requests if we believe flowers have not been cared for appropriately. This includes but is not limited to: conditioning and storing your flowers correctly, storing in cool temperatures and out of direct sunlight. Stem Story cannot accept responsibility for flowers which are impacted by extreme temperature.
For further details on our refund and replacement policy, please read our terms and conditions.