Terms & Conditions
Flùr Flowers – Terms and Conditions
Last updated: April 2026
These Terms and Conditions set out how Flùr Flowers Limited (T/a Flùr Flowers) supplies products and services. By placing an order with us, you agree to these terms.
1. Our Details
Flùr Flowers
24b, Windsor Road, Willesden, London NW2 5DS
Email: info@flurflowers.com
2. Orders & Contract Formation
Orders can be placed online, in-store, or via secure payment link.
We accept most major debit and credit cards including Visa, Mastercard, Maestro and American Express.
Online payments are securely processed via Stripe
In-store and remote payments (including payment links sent via WhatsApp, SMS, or email) are processed via Dojo
We do not store card details
An order confirmation email confirms receipt of your order only. A binding contract is formed once payment has been successfully processed and accepted.
We reserve the right to decline or cancel any order at our discretion, including in cases of suspected fraud, abuse, or error. A full refund will be issued where appropriate.
We operate a zero-tolerance policy towards abusive or inappropriate behaviour. We reserve the right to refuse service or cancel orders where such behaviour is directed at our staff.
3. Cancellations & Amendments
Flowers are perishable goods, and as such, cancellation rights are limited.
Orders may be cancelled with a full refund
up to 48 hours before the scheduled delivery date
Within 48 hours of delivery, cancellations may not be possible once preparation has begun
Same-day orders are
non-cancellable once accepted and in preparation
If a cancellation is accepted within a reasonable timeframe, an administration fee may apply.
Changes to delivery details (such as address) must be made before the order is out for delivery. Once dispatched, changes cannot be guaranteed.
4. Substitution Policy
Due to seasonal availability and supply variations, specific flowers, colours, or containers may not always be available.
We reserve the right to substitute items with alternatives of equal or greater value, while maintaining the overall style, colour palette, and design intent of the arrangement.
5. Product Representation
Images on our website and marketing materials are for illustrative purposes only.
All flowers are natural products and may vary in appearance, size, and stage of bloom. Colours may also vary slightly due to seasonal and supplier differences.
6. Special Requests
Customers may include special requests at checkout or when placing an order.
While we will always do our best to accommodate these, special requests are not guaranteed and remain subject to availability, practicality, and time constraints.
7. Delivery
General Delivery
We aim to fulfil deliveries within the requested timeframe; however, all delivery times are estimated and not guaranteed.
Typical delivery windows include:
- Standard daytime delivery (by approximately 6pm)
- Evening delivery (typically between 4pm–8pm where selected)
- Same-day delivery is subject to availability. Customers are encouraged to call to confirm urgent requests.
- Deliveries requested for public holidays will be completed on the next working day unless agreed otherwise.
Failed Delivery
If the recipient is not available:
- We will attempt to contact the recipient and/or customer, but cannot guarantee successful contact
- If safe placement instructions have been provided, we may leave the flowers accordingly
- If no safe place is available or no instruction is given, the order will be returned to the shop
- Redelivery will be chargeable.
Incorrect Address
Customers are responsible for providing accurate delivery details.
- If an incorrect address is provided and delivery is completed at that address, the order will be considered fulfilled
- If an address change is requested before dispatch, we will update it where possible at no additional charge
Responsibility After Delivery
- Once an order has been successfully delivered (including where left in a safe place or with a neighbour), responsibility transfers to the recipient.
- Flùr Flowers is not liable for loss, theft, or damage after delivery.
8. Funeral & Time-Sensitive Orders
Funeral and time-specific deliveries require adequate notice and confirmation.
Customers must ensure:
- Accurate venue details
- Correct service time
- Sufficient lead time for preparation
We will always aim to meet agreed delivery times; however, we are not liable for delays caused by:
- Late orders
- Incorrect or incomplete information
- Circumstances beyond our control
9. Peak Periods (Valentine’s Day, Mother’s Day, Christmas)
During peak trading periods, the following conditions apply:
- Specific flower varieties cannot be guaranteed
- Substitutions will be made as required without prior consultation
- Delivery times are not guaranteed due to volume and logistics
- Cancellation rights may be further restricted
- By placing an order during these periods, you accept these conditions.
10. Returns, Refunds & Complaints
Your rights are protected under the Consumer Rights Act 2015.
If you are dissatisfied with your order:
- You must contact us within 24 hours of delivery
- Photographic evidence is required for all claims
We will assess the issue and, where appropriate, offer:
- A replacement (preferred resolution)
- A refund to the original payment method
Refunds will not be issued where:
- Care instructions were not followed
- No evidence is provided
- Complaints are made outside the stated timeframe
11. Flower Care & Longevity
With proper care, fresh flowers are expected to last approximately 5–7 days, depending on variety.
Care instructions and flower food are provided and must be followed.
Natural variation between flower types means longevity cannot be guaranteed for every stem.
12. Bespoke & Custom Orders
For bespoke, funeral, or event work, a retainer payment is required to secure your order.
This retainer covers time, preparation, and materials and is non-refundable once work has commenced.
13. Pricing & VAT
All prices include VAT at the current UK rate (20%).
We reserve the right to correct pricing errors. If this occurs, we will contact you before proceeding.
14. Force Majeure
We are not liable for delays or failure to perform our obligations due to events beyond our control, including but not limited to:
- Severe weather
- Traffic disruption
- Supply chain issues
- Mechanical failure
15. Security
All payments are securely processed. We do not store payment card details.
16. Privacy
Please refer to our Privacy Policy for details on how we handle personal data.
17. General
We reserve the right to refuse service at our discretion.
We may update these Terms and Conditions from time to time. The latest version will always be available on our website.