Terms of service

Last updated: 20 September 2026

These Terms apply when you use the Florist London website or place an order with us. Please read them together with our Privacy Policy, Refund & Delivery Policy and any information shown on the relevant product page.

1. About us

You can contact us at contact@floristlondon.co.uk or on 01268 251941.

2. Using our website

You may use our website only for lawful purposes. You must not misuse the website, introduce malicious software, attempt unauthorised access, interfere with its operation or infringe the rights of another person.

You are responsible for ensuring that the information you provide, including delivery and contact details, is accurate and complete.

3. Products and substitutions

Flowers are natural, seasonal products. Their colour, size and appearance may vary from photographs, and some flowers may arrive in bud.

If a flower, plant, container or other item is unavailable, we may make a reasonable substitution of similar style, colour and value. We will preserve the overall character and value of the arrangement wherever possible. Any material substitution will be communicated where reasonably practicable.

4. Orders and contract formation

Submitting an order is an offer to buy from us. A contract is formed when we send confirmation that we have accepted your order. An automated acknowledgement does not necessarily mean that the order has been accepted.

We may refuse or cancel an order before dispatch if, for example, an item is unavailable, payment cannot be authorised, delivery is not possible or there is an obvious pricing or description error. If we cancel an order, we will refund any payment received for it.

5. Prices and payment

Prices are shown in pounds sterling and include VAT where applicable. Delivery charges and any optional extras will be displayed before you complete payment.

We may change prices at any time, but this will not affect an order we have already accepted, except where there is an obvious error that you could reasonably have recognised.

Payment must be made using one of the methods offered at checkout.

6. Delivery

Available delivery methods, charges and estimated times are shown at checkout. Please check the recipient’s name, address, postcode, telephone number and requested delivery date carefully.

We will take reasonable steps to deliver on the requested date or within the stated window. Delivery may occasionally be affected by events outside our reasonable control. If a delay is significant, we will contact you where reasonably possible and explain the available options.

Responsibility for the order passes to you when it is delivered to you, the recipient or another person you have nominated. If you authorise delivery to a safe place or neighbour, responsibility passes when the order is delivered there in accordance with those instructions.

Further details are set out in our Shipping & Delivery Policy.

7. Cancellations, faults and refunds

Flowers and many of our products are perishable and made or prepared for a specific delivery date. The usual statutory right to cancel an online purchase because you have changed your mind generally does not apply to goods that deteriorate rapidly or are personalised.

Our cancellation arrangements and any applicable charge for an accepted cancellation are explained in our Refund & Delivery Policy.

If an order is damaged, faulty, not as described or not delivered, please contact us as soon as possible. For flower-quality concerns, we ask that you contact us within 24 hours and provide the order number, a description and clear photographs so that we can investigate promptly. This request does not limit your statutory rights.

Nothing in these Terms affects your rights under the Consumer Rights Act 2015 or other applicable consumer law.

8. Website content and intellectual property

The website and its original text, photographs, graphics, branding and design are owned by or licensed to us and are protected by intellectual-property law. You may view and use the website for personal, non-commercial purposes. You must not reproduce or commercially exploit its content without permission, except where the law allows.

Product colours and appearance may vary depending on screen settings. We take reasonable care to keep information accurate but may correct errors and update content when necessary.

9. Third-party services and links

Our store is hosted by Shopify, and we may use third parties to provide payment, delivery and other services. Purchases from Florist London are made with us, not Shopify.

Our website may contain links to third-party websites. We are not responsible for their content, availability or privacy practices. Your use of them is subject to their own terms.

10. Liability

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of your statutory rights.

We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or failure to use reasonable care and skill. We are not responsible for losses that were not foreseeable when the contract was formed.

Our products and website are intended for personal consumer use. We are not responsible for business losses, including loss of profit, revenue, opportunity or business interruption.

11. Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control. If such an event materially affects an accepted order, we will take reasonable steps to minimise the impact and contact you where appropriate. Your statutory rights remain unaffected.

12. Personal information

We process personal information in accordance with our Privacy Policy. If you order flowers for another person, you confirm that you are entitled to provide their delivery and contact details for that purpose.

13. Changes to these Terms

We may update these Terms from time to time. The version in force when we accept your order will apply to that order. Material changes will not apply retrospectively unless required by law.

14. Governing law

These Terms are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory protections available under the law where you live and may bring proceedings in the courts of that part of the United Kingdom.

15. Contact us

For questions about these Terms or an order, contact:

Email: contact@floristlondon.co.uk
Phone: 01268 251941