Terms of service

Last updated: 20 September 2026

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

1. About us

You can contact us at freshbouquetcompany@gmail.com 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 another person’s rights.

You are responsible for ensuring that all 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 a similar style, colour and value. We will preserve the overall character and value of the arrangement wherever possible. We will communicate any material substitution where reasonably practicable.

4. Orders and acceptance

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 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. Cancellations

For scheduled future deliveries, cancellation requests must be received at least three days before the delivery date.

Where a cancellation is accepted, we may deduct reasonable non-recoverable costs already incurred, up to a maximum of 12% of the order value.

Same-Day and Next-Day orders cannot normally be cancelled because preparation and purchasing begin immediately. Once flowers have been sourced or an order has entered production or dispatch, cancellation may no longer be possible.

Flowers and many of our products are perishable 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.

7. 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.

If delivery cannot be completed because the recipient is unavailable or the address supplied is incorrect, redelivery may be subject to an additional charge.

8. Faults, quality concerns and refunds

If an order is damaged, faulty, incorrect, 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.

Where appropriate, we may offer a replacement, partial refund or full refund. Please do not return flowers unless instructed by our team.

The 24-hour reporting request helps us investigate issues involving perishable products and does not limit your statutory rights. Nothing in these Terms affects your rights under the Consumer Rights Act 2015 or other applicable consumer law.

9. 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 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.

10. 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 Fresh Bouquet Co. 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. 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.

16. Contact us

For questions about these Terms or an order, contact:

Email: freshbouquetcompany@gmail.com
Phone: 01268 251941