Terms & conditions.

1.1 These Terms and Conditions (“Terms”) apply to all orders placed with Penelope’s Flowers for the supply of goods and services. By placing an order, you agree to be bound by these Terms in full.

1.2 These Terms apply to all orders placed via our website, by telephone, email, social media, or any other ordering channel. No other terms, conditions, warranties, or representations shall apply unless expressly agreed by us in writing.

1.3 We reserve the right to amend or update these Terms from time to time without prior notice. The version of these Terms in force at the time of order placement shall govern that transaction.

2. Orders

2.1 All orders are subject to acceptance and availability. We reserve the absolute right to decline or cancel any order, without obligation to provide a reason.

2.2 It is your sole responsibility to ensure that all information provided at the time of placing an order is complete, accurate, and correct. This includes, without limitation: the recipient’s full name, delivery address, postcode, contact telephone number, and any specific delivery instructions. We accept no liability for failure to deliver or delays arising from incomplete or inaccurate information provided by you.

2.3 By submitting an order—whether via our website, telephone, email, or any other ordering channel—you are offering to purchase goods and/or services from us in accordance with these Terms, which shall form a legally binding contract upon our acceptance.

2.4 Orders cannot be amended, altered, or cancelled once they have been processed for dispatch. It is your responsibility to ensure that all details are correct at the time of placing the order.

3. Payment

3.1 Payment for all orders must be made in full at the time of placing the order. We accept payment via all major debit and credit cards, as well as through approved secure online payment platforms including Stripe and PayPal. We reserve the right to amend accepted payment methods at any time without prior notice.

3.2 Orders will not be processed or dispatched until full cleared payment has been received. We shall have no obligation to supply any goods or services until payment is confirmed in cleared funds.

3.3 All prices are stated in pounds sterling (GBP) and are inclusive of VAT where applicable. We reserve the right to amend pricing at any time without notice, though confirmed orders will not be affected by any subsequent price changes.

3.4 Any promotional offers, discount codes, or price reductions are made entirely at our discretion, are non-transferable, and may be withdrawn or amended by us without notice.

4. Perishable Nature of Goods and Organic Variations

4.1 All products supplied by Penelope’s Flowers consist of fresh, perishable, organic goods which are inherently subject to natural variation in appearance, colour, size, and lifespan. No two arrangements are identical, and by placing an order, you accept this as a fundamental characteristic of the goods supplied.

4.2 All images, photographs, and descriptions displayed on our website, social media, or promotional materials are provided for illustrative purposes only. By placing an order, you expressly acknowledge and accept that the goods you receive may differ in appearance and composition from any image or sample.

4.3 We have no control over the exact shades, stem sizes, fullness, or stage of bloom of any fresh flowers at the time of dispatch. Variations are an unavoidable consequence of the organic and seasonal nature of the products. Such variations do not constitute grounds for complaint, refund, or cancellation.

4.4 Where specific flowers, colours, or stem types are unavailable, we reserve the right to substitute such items with flowers of equal or greater value, while maintaining the overall style and character of the arrangement. Substitutions of this nature shall not entitle you to a refund, return, or complaint.

4.5 The lifespan of fresh flowers is influenced by environmental conditions including, without limitation, temperature, exposure to sunlight, humidity, and care provided by the recipient. We shall not be liable for any deterioration, wilting, or reduced lifespan resulting from factors beyond our control.

4.6 Clear care instructions are provided with every order. It is your sole responsibility to ensure these instructions are followed immediately upon receipt. Failure to follow the care instructions will invalidate any complaint relating to the condition or longevity of the flowers.

4.7 Due to the perishable nature of the goods, returns are not accepted under any circumstances.

5. Delivery

5.1 All orders are dispatched using a trusted next-day courier service selected to ensure that the flowers arrive in optimal condition. This service is chosen to minimise transit time and maintain freshness, but we make no guarantee as to the precise time of delivery.

5.2 Once your order has been placed and payment has cleared, the bouquet will be prepared on the next working day and dispatched for next-day delivery. For the purposes of these Terms, “working days” are Monday to Friday, excluding public holidays.

5.3 All deliveries require a signature upon receipt. Delivery is deemed complete once the parcel has been delivered to the address provided at the time of ordering and signed for. At that point, all risk, responsibility, and ownership of the goods pass to you. We shall have no further liability for the goods thereafter.

5.4 We shall not be liable for any delay or failure in delivery where this arises from causes beyond our reasonable control, including, without limitation: courier delays, extreme weather conditions, incorrect delivery information provided by you, or the recipient not being available to accept delivery.

5.5 The recipient is responsible for inspecting the flowers before signing to accept the parcel. By signing, the recipient confirms that the flowers are received in acceptable condition and as described.

5.6 By signing for the delivery, you expressly waive any right to reject the flowers post-delivery. No complaints, claims, or allegations will be accepted once the parcel has been signed for, including but not limited to:

Claims relating to the quality, freshness, or condition of the flowers;

Claims that the flowers were not as described or differed from images;

Claims regarding colour, size, or style variations;

Any dissatisfaction that could or should have been reasonably identified upon delivery.

5.7 Signing for the delivery constitutes full acceptance of the goods and confirmation that they are fit for purpose. Our contractual obligations end upon signature.

5.8 Refusal of delivery without valid reason or failure to follow the formal complaints procedure will render the goods ineligible for refund, replacement, or credit due to the perishable nature of the items.

5.9 It is the customer’s sole responsibility to ensure that someone is available to receive and sign for the delivery on the selected date. We do not accept liability for missed occasions, delayed receipt, or dissatisfaction resulting from delivery delays beyond our control.

5.10 Saturday delivery is available at an additional charge, which will be calculated at checkout. This charge is non-refundable once the order has been confirmed.

5.11 Once an order is placed, it may only be reversed where a valid cancellation is received more than 60 hours prior to the scheduled dispatch time. After this point, no cancellations, amendments, or refunds will be permitted.

6. Care Instructions and Customer Responsibilities

6.1 All flower orders are accompanied by a care card outlining the essential steps required to maintain the freshness, appearance, and lifespan of the flowers. By placing an order, you agree to comply with these care instructions in full.

6.2 The care card advises the following mandatory steps:

Remove all transport packaging and protective gel immediately upon receipt;

Trim all stems at a 45-degree angle using clean, sharp scissors or secateurs;

Crush the base of each stem to aid water absorption;

Place the flowers in fresh, room-temperature water in a clean vase within 30 minutes of delivery;

Keep the arrangement away from direct sunlight, heat sources, and draughts;

Change the water at least every 48 hours and retrim stems as needed.

6.3 By signing for the delivery in accordance with Section 5, you accept the flowers as received in satisfactory condition and as described. The responsibility for the care, maintenance, and longevity of the flowers passes to you at that point.

6.4 Complaints may be submitted in accordance with Section 7 but no refund, cancellation, or return will be available. Any complaint is assessed entirely at our discretion and no entitlement to compensation arises.

6.5 Where we choose, entirely at our discretion, to offer a goodwill gesture, this may take the form of a non-transferable credit note or replacement. Goodwill gestures are not guaranteed and are subject to our assessment of the issue, including whether the flowers were cared for appropriately, the timeframe in which the complaint was raised, and the manner of the communication.

6.6 All complaints must include clear, unedited digital photographic evidence taken within 2 hours of delivery, together with time-stamped proof or other verifiable evidence of when the photograph was taken. Complaints submitted without this evidence will be dismissed without review.

6.7 We shall not be held liable for any deterioration of the flowers where the care instructions have not been properly followed, or where the flowers show signs of neglect. Our decision on whether to offer any goodwill gesture is final and not subject to appeal.

7. Complaints

7.1 All complaints must be submitted strictly through our official complaints procedure. Complaints must be lodged via the email address provided on our website and must include all required supporting information as detailed below.

7.2 We do not accept complaints submitted by telephone, text message, social media, messaging apps, or any other informal method. Any complaints submitted via these channels will be disregarded without response.

7.3 Only the original purchaser of the order is entitled to submit a complaint. Complaints raised by any third party, including the recipient of the flowers, will not be investigated or acknowledged.

7.4 All complaints must be submitted within 2 hours of delivery and must include:

A clear, unedited digital photograph of the flowers;

Verifiable evidence of the time the photograph was taken (such as a time-stamped image, metadata, or screenshot of the current UK time);

The order reference number, delivery address, and full description of the issue.

7.5 Complaints submitted outside of this timeframe, or without the required supporting information, will not be considered.

7.6 Submission of a complaint does not entitle the customer to any form of refund, replacement, or compensation. All complaints are assessed solely at our discretion, and any goodwill gesture is optional and non-binding.

7.7 We operate a strict zero-tolerance policy towards abuse, aggression, harassment, or intimidation in any form. Any complaint made in an abusive, threatening, or unreasonable manner will be immediately dismissed without review.

7.8 We reserve the right to report any abusive or harassing behaviour to the police and any other relevant authorities. We will not hesitate to take legal action where necessary to protect our staff, our business, and our wellbeing.

7.9 Once a complaint has been reviewed and responded to, it will be considered closed. Continued or excessive contact on the same matter may be deemed harassment and may also be referred to the appropriate authorities.

8. Refunds & Cancellations

8.1 Due to the bespoke and perishable nature of the products we supply, Penelope’s Flowers does not offer refunds under any circumstances once an order has been placed, except where a valid cancellation request is submitted in accordance with clause 8.3.

8.2 Upon receipt of an order, we immediately source and allocate the fresh flowers required for the creation of your bouquet. These goods are perishable and cannot be cancelled, returned, or resold once ordered. By placing an order, you expressly agree that the sale is final and not eligible for cancellation, refund, or chargeback except as strictly set out herein.

8.3 Cancellation requests will only be accepted if received more than 60 hours prior to the scheduled dispatch time of the order. Cancellation requests received after this deadline will be refused without exception, and the full value of the order will remain due.

8.4 Where we accept a cancellation in accordance with clause 8.3, any refund issued will be strictly in the form of a non-transferable credit note to be used against a future order. No monetary refunds will be provided under any circumstances.

8.5 Once an order has been dispatched, or where delivery has been completed and signed for in accordance with Section 5, the customer is deemed to have accepted the goods in full. No cancellation, refund, return, or exchange will be permitted at that stage.

8.6 Any goodwill gesture offered in relation to a complaint is strictly at our sole discretion and does not override these refund and cancellation terms. No gesture offered shall constitute any admission of liability or create any precedent for future transactions.

9. Limitation of Liability

9.1 To the fullest extent permitted by law, Penelope’s Flowers shall not be liable to you for any direct, indirect, special, incidental, or consequential loss, damage, cost, or expense of any nature whatsoever arising from or in connection with the supply of our goods or services. This includes, without limitation, any claims for:

Loss of profit or business;

Loss of opportunity or reputation;

Emotional distress or disappointment;

Missed events, celebrations, or time-sensitive occasions;

Any perceived inconvenience or indirect harm.

9.2 This exclusion of liability applies regardless of how you placed your order (including via website, telephone, email, or social media) and regardless of the circumstances or situation in which the issue arose.

9.3 Our total aggregate liability to you in respect of any order, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be strictly limited to the price paid for the order in question.

9.4 We shall not be liable for any deterioration, damage, or loss of flowers once delivery has been completed and signed for in accordance with Section 5. All risk and responsibility for the goods passes to you upon delivery.

9.5 We shall not be liable for any failure or delay in performance of our obligations where such failure or delay results from any event beyond our reasonable control, including but not limited to courier delays, extreme weather, strikes, natural disasters, pandemics, or civil disorder.

9.6 Nothing in these Terms shall exclude or limit our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

9.7 By placing an order, you acknowledge and accept these limitations in full and confirm that they are reasonable in view of the nature of the products supplied.

10. Returns Policy

10.1 Due to the perishable nature of fresh flowers, Penelope’s Flowers does not accept returns under any circumstances. This policy applies to all orders without exception.

10.2 Once an order has been delivered and signed for in accordance with Section 5, the goods are deemed to have been accepted by you in full and no return, exchange, or refund will be permitted.

10.3 Complaints regarding the condition of the flowers must follow the procedure set out in Section 7. However, even where a complaint is accepted, no return of the goods will be required or accepted, nor will any refund be offered.

10.4 It is the sole responsibility of the customer to ensure that the correct item has been ordered, and that the delivery address and recipient details are accurate. Errors in ordering or in the provision of delivery information shall not entitle you to return or reject the goods.

10.5 Any returned items sent to us in breach of this policy will not be refunded, replaced, or returned to the sender, and we shall bear no liability for any loss arising from such unauthorised returns.

11. Intellectual Property & Public Statements

11.1 All content, materials, and designs associated with Penelope’s Flowers, including but not limited to images, logos, brand names, marketing materials, product descriptions, floral designs, packaging, website content, and social media content, are the sole property of Penelope’s Flowers and are protected under United Kingdom copyright, trade mark, design right, and intellectual property laws, as well as international treaties.

11.2 No part of our intellectual property may be copied, reproduced, distributed, modified, displayed, published, transmitted, stored, or used for any purpose whatsoever without our prior written consent. Any unauthorised use constitutes an infringement of our rights and may result in immediate legal action.

11.3 All bespoke floral arrangements and custom-made bouquets remain the intellectual property of Penelope’s Flowers. The purchase of any product does not confer any right, licence, or entitlement to reproduce, copy, or commercially exploit any part of our designs, images, or materials.

11.4 By placing an order, you agree that you will not make, publish, post, share, or communicate any false, misleading, defamatory, damaging, abusive, or disparaging statements—whether verbally, in writing, online, or through any other medium—relating to Penelope’s Flowers, its directors, employees, products, services, or reputation. This includes but is not limited to:

Online reviews and social media posts;

Comments on third-party review platforms;

Blogs, forums, and message boards;

Private or public communications that could harm the reputation of Penelope’s Flowers.

11.5 You further agree not to incite, encourage, or enable others to publish or disseminate such statements on your behalf. Any act of organising or participating in online harassment, coordinated negative reviews, or social media defamation will be treated as a serious breach of these Terms.

11.6 In the event that such statements are made, we reserve the right to take swift and decisive legal action, including but not limited to:

Formal cease and desist demands;

Applications for injunctive relief to prevent further publication;

Civil claims for defamation, malicious falsehood, or injurious falsehood;

Claims for damages for loss of revenue, reputational harm, and distress;

Reporting to relevant social media platforms or authorities for enforcement action.

11.7 We take malicious or defamatory attacks against our business extremely seriously. All public statements regarding Penelope’s Flowers must be fair, honest, and lawful. Customers are reminded that raising a legitimate complaint through the correct procedure (set out in Section 7) is the proper and lawful way to address any dissatisfaction.

11.8 Where customers engage in defamatory, abusive, or malicious communications, we also reserve the right to:

Refuse future service;

Cancel any goodwill gestures or discretionary offers;

Report the matter to the police and any relevant authorities where harassment or malicious communications offences may arise.