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Terms & Privacy

Section 1. Terms & Conditions

By placing an order on this website, you are agreeing to the following terms and conditions:

1. Orders & Cancellation

  1. Order Acceptance Policy

All orders received are subject to acceptance by Fresh Flora Limited ("Fresh Flora") and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.

  1. Timing of your order

As a part of the checkout process, you will be able to select the delivery date for your first order delivery. We are using Royal Mail and Parcel Force for delivery across the UK. We offer different delivery options with varying arrival times. Arrival times are subject to Royal Mail and Parcel Hub’s service. 

  1. Changes to your order

If you wish to change your order, please do by contacting our customer service at We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address and in relation to card messages) that are requested by 12 pm the day before the intended delivery date. At peak periods we begin processing orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 5 days notice for any changes to be made.

  1. Cancellation policy

Orders can be cancelled up to three days before the intended delivery date and a full refund will be issued. The easiest way to cancel your order is to contact us via our contact page . You can also cancel by contacting customer service t at At peak periods we begin processing orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 5 days notice for any changes to be made.

2. Prices

The price for each order is the price at the time of purchase. We reserve the right, at our absolute discretion, to raise our prices at any time for reasons including, but not limited to, price increases from our suppliers and partners.


  1. We accept Visa and MasterCard credit and debit cards as well as Paypal. In order to offer the best security, all our payments are processed securely by Stripe or, if selected as a payment option, Paypal.
  2. If you create an account and enter your payment details, your card will be stored securely by Stripe so that you can check out on future visits without re-entering your card details.

3. Prices

All prices include delivery charges unless otherwise stated. All prices include 20% VAT collected on behalf of HMRC, unless otherwise stated.

4. Delivery Policy

  2. You will have the choice to purchase two delivery options, Regular Next Day Delivery or Guaranteed by 1pm Priority Delivery ( At a surcharge). Either Royal Mail 1st Class or Parcelforce 24 Express will be selected, depending on the size of your selected box. 
  3. We offer free delivery for Royal Mail 1st Class. This reserve the right to change our delivery and shipping policy at any time. All shipping costs for the different delivery options are presented clearly on the checkout page of our website for the customer to see. 
  4. All delivery charges for Parcel force are included in the price of any order.
  5. For Royal Mail deliveries, 90%+ of our deliveries will be on the chosen date and almost all remaining deliveries will take place one day after that. We wish we could provide more certainty, but at this time Royal Mail does not offer a guaranteed one-day delivery service, so we cannot guarantee the exact delivery date.
  6. In the event of a delay by Royal Mail or a courier, we are unable to offer a refund or to resend your delivery.
  7. We are unable to provide delivery notifications for Royal Mail orders. We do not obtain proof of delivery. 
  8. We cannot guarantee that delivery instructions will be followed.
  9. Timed deliveries are not available.
  10. Although our team will always try our best to ensure punctual delivery for our customers, Fresh Flora Limited cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the postal service that we use or anything else outside of Fresh Flora’s control.
  11. In the event of a non-delivery (flowers not having arrived 3 days after their intended delivery date), please contact Fresh Flora Customer Service at It is the customer's responsibility to contact us within 3 days of the scheduled delivery date in order to claim a replacement. Failure to do so will result in the lapse of any rights to a replacement. 
  12. Fresh Flora only delivers within the United Kingdom. We can deliver to any address within the United Kingdom mainland. 
  13. We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.
  14. We are unable to provide x for any deliveries sent to the wrong location where we have not received advance notice in accordance with our courier services. Please note that at peak periods we begin processing orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 5 days notice for any changes to be made.
  15. We reserve the right, at our absolute discretion, to cancel your order if it becomes apparent to us that the postal or courier service in your area is too unreliable. We value our customers and our ability to deliver, so where we can't, we won't risk disappointing you.

5. Returns, Replacements & Refunds

1. We aim to impress our customers by delivering preserved flowers in great condition, on time.

If you receive flowers that do not seem in good condition, please contact Customer support to let us know. If, at our sole discretion, if the flowers do not meet our high standards, we will give you the choice of a free replacement at our next available delivery date. Please note that you will need to email us a photo of the defective preserved roses within 3 hours of receipt in order to be eligible for a replacement. You will need to send us back the defective box (at your own expense) to our mailing address, and we will happily replace the entire flower arrangement with new preserved roses. We will send you back the Fresh Flower Box at our next delivery date. 

2. Damage

While our flowers are packed carefully to ensure they arrive as fresh beautiful as when they left us, on a small number of occasions (and for reasons beyond our control) they may get damaged, defective or missing roses in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date. Please note that you will need to email us a photo of the damaged flowers in question within 7 hours of receipt of the flowers in order to be eligible for the replacement. If we offer you a replacement, you will need to send us back the flower box and roses to our mailing address within 4 days of our replacement offer and we will happily replace the entire flower arrangement with new preserved roses. You will have to send us a tracked parcel to avoid any further complications during the replacement. It will be your responsibility to ensure that we receive the arrangement safely. Upon receiving the item, We will send you back the Fresh Flower arrangement at our next delivery date. 

3. Non-Delivery

While we do everything we can to make sure our flowers are delivered, sometimes mistakes do happen and deliveries don't turn up. If we fail to deliver your order (i.e. if your flowers have not arrived within 3 days of their intended delivery date) we will send you a free replacement. Upon proof of non-delivery ( in coordination with our courier services and after appropriate investigation), We will send you a new replacement. 

4. Returns

Please understand that due to the perishable and fragile nature of flowers, we are unable to accept returns. We offer customers replacements if the Fresh Flora flower arrangement is not delivered to an acceptable quality, as detailed above.

5. Flower availability and substitution

All floral products are subject to availability. In the event of any supply difficulties or if the flowers we have received from our suppliers that are needed to make up your order do not meet our high quality standards, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.

6. Offers & Promotions

  1. At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.
  2. In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.
  3. As our special offers are contingent on availability, we may change the terms of special offers and promotional codes, or withdraw them altogether, at any time, and without prior notice.
  4. We also reserve the right, at our absolute discretion, to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.
  1. Unless otherwise stated, we only allow one promotion code to be used per order.
  2. Except where otherwise stated, discounts and credits are available only once to any one person.

8. Circumstances Beyond Our Control

  1. Adverse weather conditions

During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.

  1. Force Majeure

Fresh Flora Limited shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond our reasonable control.

9. Our Liability

  1. Subject to clause 5.2, 5.3 and 5.4, whilst we agree to use all reasonable endeavours to ensure that the Fresh Flora service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the Fresh Flora service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Fresh Flora service impossible or impractical.
  2. Subject to clause 9.1 above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Fresh Flora service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the products supplied.

10. Customer & Recipient Personal Information

  1. To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.
  2. Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.
  3. During the checkout process, we ask for the following personal information:
    1. Customer's email address We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate. Customer's full name and address We use this information for credit and debit card validation.
    2. Customer's telephone number We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.
    3. Recipient's full name and address We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate. We will also use the recipient's name and address for marketing communications from time to time.


  1. We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Fresh Flora site and/or the Fresh Flora service from time to time. We will post any changes on the Fresh Flora site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Fresh Flora service or Fresh Flora site. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new Terms and Conditions.
  2. Additionally, we reserve the right to suspend, restrict or terminate access to the Fresh Flora site for any reason at any time.
  3. These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Fresh Flora site, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
  4. A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.
  5. In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.
  6. Your purchase will be deemed to have occurred in the UK if the delivery was to an address in the UK. These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts. 

Thank you for your order, and we hope your Fresh Flora experience will be a pleasurable one.

12. Corporation

Fresh Flora Limited. London, Uk.

Section 2. Privacy & Cookies Policy

Privacy Policy

This privacy policy sets out how Fresh Flora Limited uses and protects any information that you give Fresh Flora Limited when you use this website. Fresh Flora Limited is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Fresh Flora Limited may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.


1. We may collect the following information: a) Name, b) Contact information including email address, c) Demographic information such as postcode, preferences and interests, d) Other information relevant to customer surveys and/or offers

2. For the exhaustive list of cookies we collect see the 'List of cookies we collect' section.


1. We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

2. Internal record keeping.

3. We may use the information to improve our products and services.

4. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.

5. From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone or mail. We may use the information to customise the website according to your interests.

6. From time to time, we may use remarketing and behavioural targeting services. In order to do these, we collect cookies and usage data as described below. These cookies connect activity on this website with select advertising networks.


1. We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.


1. A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

2. We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

3. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

4. Specific cookies that may be used on our site include:

Google Adwords/Doubleclick, MSN/Bing, Yahoo (Right Media, Gemini), Twitter, Facebook, Linkshare, inmobi

Google Adwords/Doubleclick, MSN/Bing, Yahoo (Right Media, Gemini), Twitter, Facebook, Linkshare, Appboy and inmobi use cookies to track our paid advertising activity. We use the information collected by these cookies to help us determine where our ads will be most effective online and to improve ad targeting. The information collected through these cookies is anonymous and does not identify specific individuals or their details.

Google Analytics

Google Analytics uses cookies to collect data that helps us understand how people are using the Fresh Flora site and where they came from. We use this information to identify how and where we can improve the customer experience. The information collected through these cookies is anonymous and does not identify specific individuals or their details.

Social Sharing

Please note that if you wish to share a product on a third-party website (such as Facebook, Twitter etc) you may be sent cookies from these websites. We don't control the setting of these cookies, so we suggest you check the third-party websites for more information about their cookies and how to manage them.


1. Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.


1. You may choose to restrict the collection or use of your personal information in the following way.

2. Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes

3. If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at

4. We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

5. You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to Fresh Flora Limited, Boyton House. NW89th. London. UK

6. If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.