Terms of service

Welcome to callunaflowers.co.uk

By using our website, callunaflowers.co.uk, or placing an order with Calluna Flowers, you agree to the following Terms and Conditions. Please read these carefully before making a purchase or engaging with our services.

Last updated: May 2026

1. Acceptance of Terms

By accessing or using our website, placing an order, or entering into any agreement with us, you confirm that you accept these Terms and Conditions and agree to comply with them.
 If you do not agree to any part of these terms, you should not use our website or services.

2. Orders and Payment

Placing an Order:
 Orders may be placed via our website, by phone, by email, or in person at our shop. You agree to provide accurate details (including delivery recipient, address, and contact information).

Payment:
 All consumer orders must be paid in full at the time of purchase. Account customers (by prior agreement) will be invoiced monthly at the end of each month. Prices are shown in GBP (£) and include VAT where applicable.

Order Confirmation:
 Website orders receive an automatic confirmation email once payment is processed. In-store or phone orders are confirmed with a receipt by email, text or Whatsapp according to your preference.

Contract Formation:
 A binding contract is created once your payment has been accepted and you have received written confirmation from Calluna Flowers.

3. Delivery and Shipping

Delivery Areas:
 We deliver across London. Deliveries outside this area are subject to availability and must be agreed in advance with the Calluna team.

Delivery Times:
 We aim to deliver all orders within the chosen delivery date and time window. Delivery schedules can vary due to seasonal demand, product availability, traffic or courier delays.
 We reserve the right to cancel or reschedule a delivery if we believe the courier cannot complete it safely or within business hours. Customers will be informed of any significant delays.

Delivery Charges:
 Delivery costs are calculated at checkout based on postcode and service speed. Additional fees may apply for same-day or timed deliveries.

Parking and Access:
 If suitable parking or loading access is unavailable, particularly for events or private installations, the client is responsible for covering street parking charges or unavoidable penalty fees incurred.

Delivery Accuracy:
 It is the customer’s responsibility to provide complete and correct delivery details. If a delivery cannot be completed due to incorrect information, a replacement and re‑delivery fee will apply.

Safe Place Deliveries:
 If authorised by the customer, arrangements may be left in a “safe place.” In this case, responsibility transfers to the customer at that point, and no refund or replacement will be issued for loss or damage thereafter.

4. Product Availability and Substitutions

Flowers are seasonal products and may vary in colour, size, or variety. We reserve the right to make reasonable substitutions of equal or greater value when necessary to maintain the style and quality of your arrangement.

Where significant changes are required, our florists will attempt to contact you to confirm an alternative. Please notify us in advance if particular flowers are essential to your order.

5. Cancellations, Refunds, Replacements, and Returns

For cancellations, online orders may be cancelled immediately after purchase or up to 24 hours before the delivery date for a full refund. If you contact us within 24 hours of delivery and the arrangement has already been prepared, we may be unable to issue a full refund.

For contractual flower arrangements, we ideally require one week’s notice for cancellations or changes; however, a minimum of 48 hours’ notice is required.

Perishable Nature of Goods:
 Due to the nature of flowers and plants, we cannot accept returns or cancellations after dispatch. Flower longevity varies naturally and cannot be guaranteed once delivered.

Quality Concerns or Damage:
 If your order arrives damaged, incomplete, or unsatisfactory, please contact us within 12 hours of delivery at info@callunaflowers.co.uk with a photograph. Once reviewed, we may offer a replacement, refund, or store credit, as appropriate to the circumstances.

Non-Perishable Items:
 For non‑perishable items such as vases or gifts, you may cancel or return them within 14 days in line with the Consumer Contracts Regulations, provided the item is unused and in original packaging.

6. Events, Corporate Contracts, and Subscriptions

Event or Contract Orders:
 Event and wedding bookings require a non‑refundable deposit (typically 25–50%) to confirm your date. The balance is due 4–6 weeks prior to the event.
 Cancellations within 30 days of the event will incur full payment, as flowers and materials are pre‑purchased in advance.

Business Accounts:
 Corporate clients will receive monthly invoices, payable within 30 days of issue, unless otherwise agreed. Ownership of hired vases or containers remains with Calluna Flowers.

Subscriptions or Recurring Deliveries:
 Subscription deliveries may be paused or cancelled with a minimum of seven days’ notice in writing before the next scheduled delivery.

7. Pricing

All prices are quoted in GBP (£).
 Prices for fresh flowers and materials fluctuate with market conditions, and we reserve the right to adjust pricing where necessary.
 Once an order is confirmed and paid, pricing will not be retrospectively altered.

8. Use of Customer Property

When working on-site (e.g. events or private homes), our team will take reasonable care. However:

  • We cannot accept liability for accidental damage to your property or goods.

  • If requested to use your own vases or items, you must clearly identify them.

  • Our staff may decline to use items they consider unsafe or unsuitable.

  • Insurance for your personal property remains your responsibility.

9. Intellectual Property

All content, designs, photographs, and other materials on callunaflowers.co.uk are protected by copyright and owned by Calluna Flowers or its licensors.
 You may not reproduce or use our content for commercial purposes without prior written consent.

10. Limitation of Liability

To the fullest extent permitted by law:

  • Calluna Flowers is not liable for any indirect, incidental, or consequential loss.

  • Our total liability for any claim shall not exceed the amount paid for the relevant product or service.

  • Nothing in these terms limits liability for death, personal injury, or fraud caused by our negligence.

11. Force Majeure

We are not liable for failure or delay in performing our obligations due to events outside our reasonable control, including but not limited to extreme weather, supplier shortages, transport disruption, or acts of government.

12. Privacy and Data Protection

We handle all personal data in accordance with UK GDPR and the Data Protection Act 2018.
 You can read our Privacy Policy on our website for full details on how your data is collected, stored, and used.

13. Changes to Terms

We may update these Terms and Conditions from time to time. Changes will appear on this page with an updated revision date. Continued use of our website or services after any change constitutes acceptance of the new terms.

14. Governing Law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

15. Contact Details

If you have any questions or concerns about these Terms and Conditions, please contact us at:

Calluna Flowers
 69 Golborne Road, London W10 5NP
 📞 020 7221 2559
 📧 info@callunaflowers.co.uk
 🌐 callunaflowers.co.uk