Privacy policy

Last updated: 20 September 2026

Florist London respects your privacy and is committed to protecting your personal information.

This policy explains what information we collect, why we use it, who we share it with and the rights available to you when you visit our website, place an order or contact us.

1. Information we collect

Depending on how you use our website and services, we may collect:

  • Contact and identity information, including your name, email address, telephone number, billing address and delivery address.

  • Order information, including products purchased, delivery instructions, gift messages, order history, returns, refunds and correspondence.

  • Recipient information supplied by a customer, including the recipient's name, address, telephone number and delivery instructions.

  • Payment and transaction information. Payments are processed by our payment providers. We do not normally receive or store complete payment-card details.

  • Account information, including login details, preferences and saved information.

  • Marketing preferences, including whether you have subscribed or opted out.

  • Technical and usage information, including your IP address, browser, device, cookie identifiers and how you use our website.

  • Communications, including enquiries, complaints, reviews and messages sent to us.

We collect information directly from you, automatically through cookies and similar technologies, and from service providers such as Shopify, payment providers, couriers and fraud-prevention services.

If you provide information about another person, such as a flower recipient, you should ensure that you are entitled to do so and, where appropriate, make them aware of this policy.

2. How and why we use personal information

We use personal information only where we have a lawful basis under UK data-protection law.

Purpose Typical lawful basis
Processing payments, fulfilling orders, arranging delivery and handling refunds Performance of a contract
Using recipient details to complete a delivery requested by a customer Our legitimate interests in fulfilling the order
Providing customer service and responding to enquiries Contract or legitimate interests
Preventing fraud, securing accounts and protecting our website Legitimate interests and, where relevant, legal obligations
Maintaining tax, accounting and transaction records Legal obligation
Establishing, exercising or defending legal claims Legitimate interests or legal obligation
Sending marketing communications Consent or, where legally permitted, legitimate interests under the existing-customer rules
Personalisation, analytics and non-essential cookies Consent where required

Where we rely on legitimate interests, we consider the impact on your rights and use your information only where those interests are not overridden by your interests or fundamental rights.

3. Marketing

We may send you news, offers or product updates where you have consented or where the law otherwise permits us to do so. You can unsubscribe at any time using the link in a marketing email or by contacting contact@floristlondon.co.uk.

Opting out of marketing will not prevent us from sending service messages about an order, payment, delivery or account.

4. Cookies

We use essential cookies to operate the website, keep it secure, remember your basket and process orders. With your permission, we may also use analytics, personalisation and advertising cookies.

5. Who we share information with

We may share personal information where necessary with:

  • Shopify, which hosts and supports our online store;

  • Payment processors, fraud-prevention and identity-verification providers;

  • Florists, fulfilment partners, delivery companies and couriers;

  • Website hosting, IT, communications, customer-support and cloud-service providers;

  • Analytics and advertising providers, where the required cookie or marketing permission has been obtained;

  • Professional advisers, including accountants, insurers and solicitors;

  • Companies within our corporate group where necessary for administration and support;

  • Regulators, law-enforcement bodies, courts or other authorities where required by law; and

  • A purchaser or adviser involved in a genuine business sale, restructuring or similar transaction.

Service providers may use personal information only for the agreed services and in accordance with applicable data-protection requirements.

Our store is hosted by Shopify. You can read more about Shopify's processing in the Shopify Consumer Privacy Policy and use the Shopify Privacy Portal for requests relating to processing for which Shopify is responsible.

We do not sell your personal information.

6. International transfers

Some suppliers, including Shopify and other technology providers, may process information outside the United Kingdom.

Where personal information is transferred internationally, we use an applicable UK adequacy regulation or appropriate safeguards, such as the UK International Data Transfer Agreement or UK Addendum, together with any additional protections required by law.

You may contact us for further information about the safeguards relevant to your information.

7. How long we keep information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, tax, accounting, fraud-prevention and dispute-resolution requirements.

Order and financial records are generally retained for up to six years after the relevant transaction or financial period. Account and customer-service information is retained while needed to operate the account, resolve issues and meet legal obligations. Marketing information is retained until you unsubscribe or it is no longer required, although we may keep a limited suppression record to ensure that we respect an opt-out.

8. Security

We use appropriate organisational and technical measures designed to protect personal information. However, no website, transmission or storage system can be guaranteed to be completely secure.

You are responsible for keeping account passwords confidential. Please do not send payment-card details or other sensitive information through ordinary email or WhatsApp.

9. Your rights

Subject to legal conditions and exemptions, you may have the right to:

  • Request access to your personal information;

  • Ask us to correct inaccurate or incomplete information;

  • Ask us to erase your information;

  • Ask us to restrict how we use your information;

  • Object to processing based on legitimate interests or for direct marketing;

  • Receive certain information in a portable format;

  • Withdraw consent at any time where processing is based on consent; and

  • Complain to the Information Commissioner's Office.

To exercise a right, email contact@floristlondon.co.uk. We may need to verify your identity and will normally respond within one month. Exercising your rights is usually free, although the law permits a reasonable fee or refusal in limited circumstances.

10. Children

Our website is not intended for children, and we do not knowingly collect personal information directly from children for account or purchasing purposes. If you believe a child has provided personal information to us, please contact us.

11. Third-party links

Our website may link to websites or services operated by other organisations. Their privacy practices are governed by their own notices, and we are not responsible for their content or handling of personal information.

12. Changes to this policy

We may update this policy to reflect changes to our services, suppliers or legal obligations. The latest version will be published on this page with a revised update date.

13. Contact us

For questions, requests or complaints concerning personal information, contact:

Florist London
Email: contact@floristlondon.co.uk
Telephone: 01268 251941


If we cannot resolve your complaint, you may contact the Information Commissioner's Office (ICO) at ico.org.uk, telephone 0303 123 1113, or write to Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.