Refund policy
Refund, Cancellation & Returns Policy
At Sophie Blume, we offer wedding florals, styling and décor hire, personalised signage and stationery, bespoke flowers and decorative products. As each type of order is different, our cancellation, return and refund terms vary depending on what you have purchased.
If you have any questions about your order or booking, please contact us at sophieblumehire@outlook.com.
Hire Bookings
Our hire items are reserved specifically for your chosen wedding or event date.
A 50% deposit is required to secure your booking and reserve your selected items.
The remaining 50% balance is due 30 days before your dispatch date. (You will receive an email confirming this date after you have placed your order)
Your hire period is 7 days from your selected hire date. Your dispatch and return arrangements will be confirmed as part of your booking.
Cancelling Your Hire Booking
If you need to cancel your hire booking, please contact us as soon as possible.
More than 12 weeks before your dispatch date
Your 50% deposit may be refundable, less any applicable transaction or administration fees incurred at the time of booking.
Between 12 and 6 weeks before your dispatch date
Cancellation will be subject to our cancellation terms and any costs already incurred in preparing, reserving or fulfilling your booking.
Within 6 weeks of your dispatch date
Bookings cancelled within 6 weeks of the dispatch date are non-refundable, subject to your statutory rights.
If we are able to rebook your items for another customer for the same period, we may, at our discretion, be able to offer a partial refund. This will depend on the circumstances and any costs already incurred.
Hire Returns
Your hire period is 7 days from your selected hire date.
Return delivery is included within your hire arrangement, so there is no additional return postage charge.
At the end of your hire period:
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We will email you a pre-paid return label and return instructions.
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Your return collection will be arranged from the original delivery address, unless an alternative collection address has been agreed with us in advance.
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Please ensure all items are carefully packed and ready for collection at the agreed time.
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Items must be returned in the condition in which they were received, allowing for reasonable wear and tear.
Failure to return items within the agreed hire period may result in additional charges.
Damage Deposits
Certain hire bookings may require a damage deposit.
If a damage deposit applies to your booking, this will be clearly communicated before your booking is confirmed.
The damage deposit is held as security against loss, damage or items that are not returned.
Once your items have been returned and inspected, your damage deposit will be refunded where no deductions are required.
If an item has been lost or damaged beyond reasonable wear and tear, the relevant repair or replacement cost may be deducted from your damage deposit.
Personalised Signage & Menus
Our personalised signage, menus and other personalised products are made specifically for you.
Because these products are created to your individual requirements, they cannot normally be returned or cancelled once production has begun.
Please carefully check all information before submitting your order, including:
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Names
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Dates
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Spelling
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Wording
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Menu details
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Quantities
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Design selections
We cannot be held responsible for errors contained in information supplied by the customer.
Production Time
Please allow 7–14 working days for personalised products to be produced.
Production begins once we have received all information required to complete your order.
The 7–14 working day timeframe is the production time only and does not include delivery.
UK Delivery
UK delivery for personalised signage, menus and stationery is £3.95.
Please allow additional time for delivery on top of the production timeframe.
If you have a specific wedding deadline, we strongly recommend ordering well in advance.
Bespoke Flowers & Bespoke Orders
Our bespoke flowers and bespoke styling services are created specifically around your requirements.
Once your bespoke proposal has been approved and your booking has been secured, we may begin sourcing materials, preparing designs and allocating time specifically to your order.
Because bespoke orders are created specifically for you, cancellation and refund arrangements may vary depending on the stage of your order and any costs already incurred.
Any bespoke cancellation terms will be discussed with you before your booking is confirmed.
A 50% deposit is required to secure a bespoke booking unless otherwise agreed.
Standard Products
For standard, non-personalised products purchased online, your statutory consumer rights apply.
Where an item is eligible for return, it must be returned in an appropriate condition.
If you change your mind about an eligible standard product, please contact us as soon as possible to discuss your return.
This does not apply to products that are personalised, bespoke or otherwise exempt from cancellation rights.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as you receive it.
If your order arrives:
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Damaged
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Faulty
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Incorrect
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Incomplete
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Not as described