Terms and Conditions - Terms and Conditions of Use of the Website

1. Introduction

Please read these terms carefully. By placing an order with either directly or on the (“the website”) or through one of our customer services team over the telephone, you are agreeing to the following terms and conditions.

2. Changes to your order

If you wish to amend or cancel your order, please call us on 01276 856980. Please note that any changes to your order (delivery address, additional items) must be made at least 24 hours before delivery to ensure that we have time to amend the order prior to dispatch.  Although we will endeavour to make amendment requests that we receive after these times, we cannot guarantee we shall be able to make the changes.  Orders placed or cancelled after our offices have closed, or on Saturdays, Sundays or Bank Holidays will be treated as having been received on the following working day.

Please note that, once your order is in ‘processing’, cancellation of your order is possible only in exceptional circumstances and is entirely at our discretion.

3. Delivery Addresses

Under normal circumstances, we will try to ensure that your order is delivered to the recipient's address you provide.  However, there are times when this is not possible due to problems with the address information that our customers provide or due to problems our drivers encounter when attempting to deliver the order.  It is therefore very important that you ensure that the recipient address you provide is accurate, in particular the postcode, and that you give additional instructions to assist our drivers to locate difficult-to-find addresses.  It is also very important that you keep us informed if you find that the recipient's address or availability changes prior to the order being delivered. Deliveries cannot be made to PO Box addresses nor to FREEPOST addresses. We are also, unfortunately, not able to deliver to Military Bases nor to the Terminals at Heathrow Airport.

Please note that our main website is appropriate for delivery to mainland UK only (see Post Code exceptions). If you would like to send flowers outside of this area please call us on 01276 856980

The email that is sent on completion of the placing your order contains all the key information pertaining to your order.  It is very important that you check this to ensure no errors have been made.  If we are provided with an incorrect address and the flowers are sent out for delivery before the error is highlighted, you are not automatically entitled to a resend of a fresh shipment.  In the event the flowers are irretrievable, we may, at our discretion, arrange for another shipment to be sent out, subject to the details of the specific situation.

4. Failure to deliver

As we appreciate that receiving flowers is often time-critical, if we are unable to deliver your order to the recipient's address, we will attempt to leave in a secure place on the recipient's property.  Where this is not possible, we will attempt to leave the flowers with a neighbour.  If this is not acceptable, please ensure that you tell us when you place your order. If we are unable to deliver the order, we will attempt to contact you via telephone or email as soon as we know of the failed delivery.  For this reason, it is very important that you provide up to date contact information.  It is also very helpful if you provide us with the telephone number of the recipient as this often makes it easier to resolve delivery problems when the recipient is not at home at the time of delivery. However, it is not always possible for us to alert either the recipient or the customer by telephone of our failure to deliver.

In the event that we are unable to deliver the order to a recipient's address that you have provided, we will attempt delivery either that same day or the following day.   At our discretion, we may refund the delivery charge associated with the failed delivery.  We are not responsible for any other costs incurred by the customer due to failed deliveries.

For deliveries made by our distribution partners APC , their policy is to leave a card if no one is in.  They may attempt redelivery later in the day but do not guarantee that they will.  If they do not attempt redelivery on the same day, they will attempt redelivery the next day.  We are able to track their progress using our system, and as soon as they have marked it as delivered, we will send a confirmation email.  If there are issues with the delivery, we should be alerted by the system and will attempt to proactively deal with the issues.  It is not always possible to contact drivers due to health and safety considerations relating to driving and talking on the telephone, so please be patient.

Signatures are required on delivery by APC drivers.  It is therefore very important that you let us know if you are happy for the driver to leave your parcel on the porch or with a neighbour etc.  However, it is not always possible or advisable to follow the instructions and the decision is left to the discretion of the driver.

4.1 Timing of deliveries

We undertake to deliver between 8am and 6pm within mainland UK; however, if we miss this delivery time but still deliver the flowers, we will not make a full refund.  Similar to clause 6 below, we will discuss with the customer what a reasonable discount might be in the given situation.  By buying flowers from you are not entering into a contract that guarantees delivery between the times cited above or all your money back, you are entering into a contract that guarantees delivery between those times or some of your money back.

4.2 Timing of deliveries during Peak Periods

During extremely busy periods, such as Valentine's Day and Mother's Day, we reserve the right to extend our delivery window to delivery from 7am to 9pm in order to guarantee that all orders will be delivered on the day requested. However, if we miss this delivery time but still deliver the flowers, we will not make a full refund.  Similar to clause 6 below, we will discuss with the customer what a reasonable discount might be in the given situation.  By buying flowers from you are not entering into a contract that guarantees delivery between the times cited above or all your money back, you are entering into a contract that guarantees delivery between those times or some of your money back.

4.3 Force Majeure

Neither we, nor any courier service that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control; these circumstances to include but not be limited to any adverse weather conditions - such as snow, flood, extreme winds - or fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or from any industrial dispute or strike or pandemic.

5. 100% Satisfaction Guarantee/Damaged flowers and refunds

Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue.  If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:

  • re-send on the next available delivery date; or
  • a full or partial refund (% refund depends on the specific circumstances of the issue).

Typically, we will not offer both a refund and a resend.  Where flowers have been damaged we will normally ask for them to be returned or for photographs clearly showing the problem so we can use them to determine what is going wrong with our system, and to claim compensation if possible from our courier (as appropriate).  It is important that we are contacted as soon as possible regarding issues.  We need to be informed of any issues within 24 hours of the delivery to give us the best chance of successfully resolving the issue. We will, at our discretion consider issues raised after the 24hr deadline but reserve the right to refuse the options of refunding or resending the order.

6. Flower shelf life

Even though our flowers are incredibly fresh, If we are informed of any issues, we may at our sole discretion, choose to resend another shipment if we believe that there was a genuine problem with the flowers.  If the flowers have not been properly cared for, we will not resend.

In some circumstances, our flowers are so fresh that they are not even fully open when they arrive.  This can be confused with poor quality but, in fact, this shows how fresh our flowers are.  The flowers will open quickly once they are in room temperature and will give pleasure for many days to come if cared for properly. We recommend purchasing your flowers 3 days prior to the event to achieve best optimum opening stage. In the event of seasonal supply difficulties, we reserve the right to substitute flowers or packaging of equal quality and value.

7. Fraudulent behaviour.

If we believe that an order may be fraudulent in nature, for whatever reason, we reserve the right to cancel the order and refund the funds.  We are under no obligation to reveal why we believe the order to be fraudulent.  We will co-operate with the police regarding any criminal investigations.  We reserve the right to refuse to serve customers, block their IP address from accessing our website and any other blocking or fraud prevention measures we feel may be necessary to implement from time to time.

8. Duplicate orders

If we notice that two identical orders have been booked, we may remove one, refunding the cost, if we believe it to have been ordered by mistake.  In such circumstances we will attempt to contact the customer but if it is urgent and they cannot be reached, we may make the call ourselves.  You consent to our having the freedom to make this decision when you purchase through us.

9. Unforeseen technical issues with the website and / or our systems .

It is conceivable that errors may occur with our systems from time to time, due to unforeseen circumstances.  For instance, our 3rd party hosting partner may lose access to the internet, causing our site to go offline or, if there is a problem with our server's internal clock, orders could theoretically be accepted by our system despite a cut off time having passed.  These two examples are just that - examples and do not cover all the technical things that could theoretically go wrong (with our or any online business).  We take every precaution we can to ensure that our systems run smoothly, and problems are very rare.  When they do occur, we will do our best to provide the service requested within the timing originally requested.  However, in certain circumstances, it will not be possible for us to fulfil the order to the original timeline.  In the latter situation, we will ask the customer what they would prefer; for us to amend the timing of the order, or to refund the order in full.  You cannot hold us responsible for any damages or compensation if your order cannot be fulfilled for this reason (or any other).  If any product is ordered that we are not able to deliver because of technical issues we will try to contact, you to find a solution.  If we are unable to contact you, we reserve the right to make the decision to cancel and refund on your behalf on the basis of the situation as we see it (as per our policy set out in 4.1 above).

10. Cut off times

Our cut off times for deliveries are shown on our flower delivery pages.  However, these cut off times are guidelines only and, whilst we keep to those times 99% of the time, from time to time we may move the cut off times forward or back, to respond to business situations that may arise Deliveries on weekends and public holidays

We deliver Tuesday to Saturday,  not on Sunday, Monday, or public holidays.  On occasion, we can make special arrangements for such deliveries, however we do not guarantee it.  Please contact us if you would like to request a weekend or public holiday delivery and we will see if it is possible.


On the 11th March 2020, the World Health Organisation upgraded the Coronavirus outbreak to a worldwide pandemic, and this became a 'known event' on 13th March 2020. During this difficult and testing time, please check and confirm with your clients before ordering flowers that the event is still going ahead if applicable to avoid issues. No credits can be given due to government directives on COVID-19 affecting orders/supplies  *This statement overrides all other references to our credit procedure in these terms and conditions until this situation changes.

12. About Us is a trading name of Sunflora Limited, registration number is 5390341 and the registered address is :

Eden House, 64-66 High Street, Chobham, Woking, Surrey GU24 8AA.

Last Updated: 3rd March 2022