Refund policy

Standard returns

We have a 30‑day return policy for eligible items, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at floralmedia@protonmail.com. Returns must be sent to the following address:

mhlz Returns
3 Griffiths Close
Balsall Heath
Birmingham
ENG B12 9BF
United Kingdom

If your return is accepted, we’ll send you a return shipping label (where applicable) and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at floralmedia@protonmail.com.

Damages and issues

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. For print‑on‑demand items we may ask for photos so we can work with our print partner to replace or refund your order.

Exceptions / non‑returnable items

Certain types of items cannot be returned, including:

• Custom or made‑to‑order products once production has begun (such as the Inner Letter Journal, except where faulty or not as described)

• Digital products

• Gift cards

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions about your specific item.

We cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to get what you want is to return the item you have (if eligible), and once the return is accepted, make a separate purchase for the new item.

European Union 14‑day cooling‑off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, except for custom‑made items once production has begun. As above, your item must be in the same condition that you received it, unused and in its original packaging, and you’ll need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund is approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or card issuer to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at floralmedia@protonmail.com.