Terms of Service

TERMS & CONDITIONS

Flowers Truly Ltd
Last updated: 03-03-2026

1. About Flowers Truly

This website, www.flowerstruly.co.uk, is operated by:

Flowers Truly Ltd
Clyde Offices
2nd Floor
48 West George Street
Glasgow
G2 1BP
United Kingdom

Email: [email protected]

When we refer to “Flowers Truly”, “we”, “us” or “our”, we mean Flowers Truly Ltd.

By accessing our website or placing an order, you agree to be bound by these Terms & Conditions and our Privacy Policy.

2. Eligibility

By placing an order, you confirm that:

• You are at least 18 years old;
• The information you provide is accurate and complete;
• You are authorised to use the payment method provided.

You are responsible for ensuring that delivery details, including postcode and contact number where possible, are correct.

3. Our Products

3.1 Natural Variation

Flowers are natural, seasonal products. Variations in colour, bloom size, stem count and presentation may occur due to seasonality and regional supply.

3.2 Bud Delivery

Some flowers may be delivered in bud form to maximise freshness and vase life.

3.3 Availability

All products are subject to availability. We reserve the right to amend product descriptions, packaging, or discontinue products without notice.

4. Substitutions

Occasionally, it may be necessary to substitute certain flowers or packaging due to seasonal or regional availability.

Any substitutions will always be of equal or greater value and will maintain the overall style, colour palette and presentation of the arrangement.

5. Delivery & Preparation

All bouquets and arrangements are freshly handcrafted to order by a professional florist located near the delivery address.

Flowers Truly works with a trusted network of experienced florists across the United Kingdom who prepare and deliver orders on our behalf in accordance with our quality standards.

Flowers Truly remains responsible for customer service, payment processing, and resolving any issues relating to your order.

6. Orders & Contract Formation

When you place an order, you are offering to purchase goods from Flowers Truly Ltd.

A legally binding contract is formed once we send you an order confirmation email.

We reserve the right to refuse or cancel any order where:

• Payment cannot be authorised;
• Delivery details are incomplete or inaccurate;
• Fulfilment is not possible;
• Fraud or misuse is suspected.

If we cancel your order before preparation begins, a full refund will be issued.

7. Pricing & Payment

All prices are displayed in GBP (£) and include VAT where applicable.

Delivery charges (if applicable) are shown during checkout.

Prices and promotional offers may change without notice.

Payment must be received in full before your order is processed.

If you choose to pay via a third-party payment provider (such as PayPal, Apple Pay, Google Pay or Klarna where available), their terms and conditions will also apply.

8. Delivery

8.1 Delivery Times

Delivery times are estimates and cannot be guaranteed, particularly during peak trading periods such as Valentine’s Day, Mother’s Day and Christmas.

8.2 Recipient Unavailable

If the recipient is not available at the time of delivery, the arrangement may be:

• Left in a safe place where appropriate;
• Left with a neighbour; or
• Returned for redelivery.

Additional charges may apply where redelivery is required due to incorrect details or recipient unavailability.

8.3 Third-Party Locations

For deliveries to offices, hospitals, hotels or similar premises, delivery to a reception desk or authorised person will constitute successful delivery.

8.4 Restricted Access

We are not responsible for non-delivery due to restricted access, security limitations, or incorrect address details provided at checkout.

8.5 Events Beyond Our Control

We shall not be liable for delays or failures caused by events outside our reasonable control, including severe weather, road disruption, strikes, or other unforeseen circumstances.

9. Cancellation Rights (Perishable Goods)

Fresh flowers are perishable goods and are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013.

Orders cannot be cancelled once preparation has begun.

If you need to amend your order, please contact us as soon as possible and we will do our best to assist.

10. Satisfaction Guarantee & Refund Policy

Your satisfaction is very important to us.

10.1 If You Are Not Completely Satisfied

If you are not entirely satisfied with your bouquet, please contact us within 48 hours of delivery and provide:

• Your order number;
• A description of the issue;
• Clear photographs of the flowers.

We aim to review all concerns promptly and will offer an appropriate resolution, which may include:

• A replacement arrangement;
• A partial refund; or
• A full refund where appropriate.

10.2 Freshness Guarantee

We guarantee that our flowers will arrive fresh and, with proper care, should last for 7 days from the date of delivery. Longevity depends on care, placement and environmental conditions.

10.3 Failure to Deliver

If we fail to deliver your order due to our error, we will provide a full refund or redeliver at no additional cost.

Approved refunds are processed to the original payment method within 3 working days, although it may take longer for funds to appear depending on your bank or payment provider.

11. Allergy & Pet Safety

Some flowers and plants may cause allergic reactions or may be harmful if ingested. Certain varieties (including lilies) can be toxic to pets, particularly cats.

If you have concerns regarding allergies or pet safety, please contact us prior to placing your order.

12. Fraud Prevention

We reserve the right to refuse, cancel or delay any order where we reasonably suspect fraudulent activity, unauthorised payment use, or misuse of our services.

We may request additional verification in such circumstances.

13. Limitation of Liability

Nothing in these Terms excludes liability for:

• Death or personal injury caused by negligence;
• Fraud or fraudulent misrepresentation;
• Any liability that cannot legally be excluded.

Subject to this, our total liability in respect of any claim shall not exceed the value of the order placed.

14. Intellectual Property

All content on this website, including text, images, branding and design, is owned by or licensed to Flowers Truly Ltd.

You may not copy, reproduce or distribute any part of this website without our prior written consent.

15. Privacy & Data Protection

We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

For details on how we collect and use personal data, please see our Privacy Policy.

16. Assignment

We may transfer or assign our rights and obligations under these Terms without notice.

You may not transfer your rights under these Terms without our prior written consent.

17. Entire Agreement

These Terms & Conditions, together with our Privacy Policy, constitute the entire agreement between you and Flowers Truly Ltd in relation to your purchase.

18. Third-Party Rights

A person who is not a party to this contract has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms.

19. Governing Law

These Terms are governed by the laws of Scotland. Any disputes shall be subject to the exclusive jurisdiction of the Scottish courts.

20. Contact Us

Flowers Truly Ltd
Clyde Offices
48 West George Street
Glasgow G2 1BP
United Kingdom

Email: [email protected]