Review policy

What this policy covers

This policy covers the reviews on our website: the stars and words under each product, and the reviews on our reviews page. It explains who can leave one, when it appears, and what we do and do not do with it. We wrote it to follow the Digital Markets, Competition and Consumers Act 2024 and the Competition and Markets Authority's guidance on fake reviews.

Who can leave a review

• Only people who ordered from us. A few days after an order we email the customer a link to review each thing in it. Every review on the website comes from one of those links, which is why each one says Verified purchase.
• One review for each product in an order. If you bought a bunch and a candle, you can say how each one was.
• The link is yours. It is not shared, and it only opens the reviews for your order.
• We do not write reviews ourselves, and nobody who works for us, supplies us or is paid by us reviews our products on this website. We do not buy reviews or ask anybody to post one on our behalf.

Rewards for reviewing

If you are a member of the Bunch, our loyalty scheme, we add stems to your account once you have reviewed an order. The stems are the same whether you give one star or five, and we say so beside the reviews. We never offer anything in return for a good review, and we never offer anything in return for changing or removing a review.

When a review appears

• Four or five stars: it goes on the website straight away.
• One, two or three stars: it waits for a short time before it goes up, never more than seven days. The review email and the review page both say exactly how long. In that time somebody from the studio reads it, may reply, and may get in touch to put things right. When the wait ends it goes on the website by itself, and we may put it up sooner.

The wait is there so that our reply can appear beside your review. It is not a way of keeping critical reviews off the website: every genuine review goes up unless it breaks this policy, and a review that criticises us breaks nothing.

What we take out

We print a review as you wrote it. The one thing we take out is a way of reaching somebody: a web link, an email address or a telephone number is replaced with a note saying it was removed. We do this to every review, whatever its stars.

When we decline a review

We decline a review only for one of these reasons:

1. Abusive or offensive. It threatens, harasses or abuses anybody, or is obscene, racist or discriminatory.
2. Someone else's private details. It gives somebody else's private information: an address, a telephone number, an email address, or anything about their health or circumstances they would not want shown.
3. Not about an order from us. It is not about flowers, a gift or a service bought from the studio, or it is about a different business.
4. Not a genuine experience. There is evidence it was not written by the person who had the order, or was written in return for something without saying so.
5. Unlawful to publish. Publishing it would break the law, for example because it is defamatory or would prejudice legal proceedings.
6. The writer asked for it to come down. The person who wrote it asked us to take it down.

These reasons apply to every review alike, whatever its stars. We keep a record of every review we decline and the reason. If we decline yours and you think we have got it wrong, tell us and we will look again.

Changing or removing your review

You can change your review from the same link for 90 days after we asked for it. The same rules apply to the new version: four or five stars go up straight away, fewer wait the short time first. If you would like your review taken down, email us and we will remove it.

If we put a problem right, whether you change your review is entirely up to you. We will not ask you to.

Our replies

We may reply to any review, good or bad. Our reply appears underneath it, marked as the studio's.

Reviews on Google

After you review here we may offer you a link to post the same on Google. We offer it to everybody who reviews, whatever they gave.

How the stars are worked out

The stars beside a product are the average of the published reviews of that product and nothing else. We do not show reviews of one product on another product's page as if they were about it.

Questions

If you have a question about a review, or you think a review on our website is not genuine, email us at the address on our contact page and tell us which review and why.