Surrey Florist Terms & Conditions for E-Commerce Flower Orders

Introduction

Welcome to Surrey Florist. These Terms & Conditions govern your use of our website and the purchase of flowers and related products via our online flower delivery service throughout Surrey and surrounding areas. By placing an order with us, you agree to be bound by these terms. Please read them carefully before making a purchase.

About Us

Surrey Florist operates as an online flower shop providing professional flower arrangements, bouquets, and gift services through our website. We cater to customers across Surrey, including but not limited to Guildford, Woking, Epsom, Reigate, and the neighbouring regions. References to "we", "us", or "our" refer to Surrey Florist. “You”, “your”, or "customer" refers to the purchaser of our goods or services.

Scope of Terms & Conditions

These terms apply to all orders placed via our website for flower delivery in Surrey and its surrounding areas. If you place an order from outside our primary delivery region, acceptance will be subject to a confirmation of service, availability, and any additional charges that may arise.

Order Process

The following process applies to all flower and product orders made through the Surrey Florist online platform:

• Product Selection: Browse our curated range of flowers and gifts, select your desired item(s), and add to your cart.
• Order Placement: Proceed to checkout, providing all required details, including recipient address, delivery date, and your contact information. Please ensure all provided information is accurate to avoid delivery issues.
• Confirmation: Once the order and payment are submitted, you will receive an on-screen confirmation and an order summary. This indicates your order has been successfully submitted for processing.
• Acceptance: Our acceptance of your order will occur upon dispatch of the goods or confirmation of delivery date via email or SMS. We reserve the right to refuse, amend, or cancel orders if products are unavailable, or if there is an issue with your order details or payment.
• Order Amendments: Amendments to orders (such as changes of address, message card, or delivery date) can only be accepted if received at least 24 hours prior to scheduled delivery, subject to our confirmation.

Product Availability & Substitution Policy

Our team strives to ensure every bouquet reflects the product images and descriptions shown on our website. Due to seasonal and supply variations, some flowers, foliage, or packaging might be substituted with similar products of equal or greater value, always maintaining the overall quality and aesthetic of the arrangement. Substitutions will be made with the utmost care to uphold the intended design and colour palette.

Pricing & Payments

All prices displayed on our website are in Pounds Sterling (£), inclusive of VAT where applicable. Delivery charges will be stated clearly at checkout before you complete your order. We reserve the right to adjust product or delivery prices at any time; however, such changes will not affect any orders already confirmed.

Payment must be made in full at the time of placing the order. We accept most major debit and credit cards and other payment methods offered at checkout.

Orders will not be dispatched or prepared unless payment has been successfully processed. If there are issues with processing your payment, we will notify you using the details provided at checkout. We are not liable for delays to delivery caused by payment processing failures.

Delivery Policy

Surrey Florist offers same-day, next-day, and scheduled flower delivery throughout Surrey and its surrounding areas, subject to availability and cut-off times specified on our website. While we strive to deliver on your requested date, we do not guarantee specific delivery times except where explicitly offered (such as dedicated time slots).

We rely on accurate recipient and delivery address details. We accept no responsibility for delivery failures arising from incorrect or incomplete addresses. If the recipient cannot be reached at the specified delivery address, we may leave the item with a neighbour or in a safe location, or attempt a later redelivery. In such cases, a redelivery charge may apply.

Adverse weather, traffic incidents, or other circumstances beyond our control may result in delivery delays. We are not responsible for late deliveries due to such conditions.

Order Cancellations & Refunds

Your satisfaction is important to us. You have the right to cancel your order as follows:

• Cancellation Period: Orders for standard items can be cancelled for a full refund if you contact us at least 24 hours prior to the scheduled delivery date and time.
• Non-Cancellable Orders: Due to the perishable nature of fresh flowers and bespoke arrangements, orders cancelled within 24 hours of delivery, or after dispatch for same-day orders, may not qualify for a refund or may incur an administration and wastage fee as stated on our website.
• How to Cancel: Contact our customer service team with your order details as soon as possible to request cancellation.
• Refunds: Approved refunds will be processed to the original payment method within 7 working days. Delays may occur subject to your bank’s processing time.

If you are dissatisfied with your item upon receipt due to damage or quality issues, please contact us within 24 hours with photographic evidence so we may arrange a replacement or refund, subject to evaluation.

Customer Obligations

By placing an order with Surrey Florist, you agree to:

• Provide accurate and up-to-date personal information, including delivery details and contact information.
• Pay for your selected products and any applicable delivery charges in full at the time of order.
• Ensure that the recipient or an authorised person is available to receive the delivery at the given address and time.
• Respect all product care instructions to maintain the freshness and longevity of delivered flowers.

Limitation of Liability

We take great care in preparing and delivering your selected flowers and gifts. However, our total liability to you in respect of any loss or damage arising in connection with your order or the service provided (including negligence or breach of statutory duty) is limited to the value of the order in question.

We shall not be liable for:

• Indirect or consequential loss or damage;
• Any losses arising from failure to provide services due to events outside our reasonable control (such as natural disasters, severe weather, strikes, delivery courier failures, or vehicle breakdowns);
• Orders delivered to incorrect addresses supplied by you;
• Non-delivery or delays where the recipient is not available at the time of delivery and we have taken reasonable steps to deliver or arrange collection;
• Minor deviations or substitutions from product images due to natural variations, seasonal availability, or uncontrollable supply factors;
• Allergies or health reactions where allergen information was not sought or supplied by the customer prior to purchase.

Nothing in these Terms & Conditions excludes or limits our liability for death, personal injury caused by our negligence, or for fraudulent misrepresentation.

Intellectual Property

All content, images, designs, logos, text, and materials published on the Surrey Florist website are the property of Surrey Florist or are used with proper permission. No part of this site may be reproduced or repurposed without prior written consent.

Privacy & Data Protection

Your privacy is important to us. Personal details you provide when placing an order are used solely to process and fulfil your order in accordance with all relevant privacy legislation. We never share your details with third parties except as necessary to deliver our goods and services.

Changes to Terms & Conditions

We reserve the right to amend these Terms & Conditions at any time without notice. Any modifications will take effect immediately upon posting on our website. Your continued use of our service after changes are made constitutes your acceptance of the updated terms.

Governing Law & Jurisdiction

These Terms & Conditions, and any disputes arising from your use of the Surrey Florist online flower delivery service, shall be governed by and interpreted in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales.

Contact & Customer Service

If you have any questions regarding these Terms & Conditions, or require assistance with any aspect of your order, you are encouraged to contact our customer service team through the methods provided on our website. We strive to respond to all enquiries promptly and to resolve any complaints in a fair, reasonable, and timely manner.

Application of Terms

These Terms & Conditions apply to all online flower delivery customers across Surrey and surrounding areas. By placing an order on our website, you confirm your acceptance of and agreement to abide by these terms in full.

Company Information

This website is operated by HF ONE LONDON LIMITED, a company registered in England and Wales under company number 14314390.

Our business correspondence address is .

HF ONE LONDON LIMITED operates a nationwide network of trusted local florists and delivery partners. Each local website, including this one serving customers in Surrey, represents a specific delivery zone within this network — ensuring same-day delivery and personalised customer care across the UK.

All online orders are centrally processed by our team and fulfilled by approved local partner florists closest to the recipient’s address in or near Surrey.

For assistance with orders, returns or account queries, please fill out the Contact Us form.