CUSTOMER SERVICE POLICY

Last updated: 22 August 2026

At London Event Florist, good customer service is part of the flowers.

Whether you are ordering a single bouquet, arranging weekly flowers for a business or trusting us with the flowers for a wedding or major event, we want the experience to feel personal, straightforward and properly looked after.

This Customer Service Policy explains what you can expect from us and what to do if you need help.

1. OUR CUSTOMER SERVICE PROMISE

We aim to provide a personal, responsive and professional service from the moment you contact us through to delivery, installation or completion of your project.

We will:

• Treat customers fairly and courteously
• Give clear and accurate information wherever reasonably possible
• Be transparent about pricing and delivery charges
• Never knowingly promise flowers or services we cannot provide
• Communicate with you if there is a significant problem with your order
• Take reasonable care when preparing and delivering your flowers
• Listen properly if something has gone wrong
• Deal with complaints fairly and without unnecessary delay
• Respect your privacy and personal information
• Never allow this policy to restrict your statutory consumer rights

2. CONTACTING US

If you need help with an order, delivery or enquiry, you can contact us:

Email:
hello@london.florist

Telephone:
07407 227724

Contact address:
London Event Florist
78a Rothschild Road
Chiswick
London
W4 5NR
United Kingdom

When contacting us about an existing order, please include your order number or the name under which the order was placed whenever possible.

For delivery enquiries, it can also be helpful to provide the recipient's name and delivery postcode.

3. RESPONSE TIMES

We aim to respond to customer enquiries as quickly as reasonably possible.

During particularly busy periods — including Valentine's Day, Mother's Day, Christmas and major event periods — responses may take a little longer.

If your enquiry concerns a delivery taking place that day, please telephone us where possible so that we can identify it as time-sensitive.

Wedding, event and bespoke project enquiries can require more detailed consideration and may therefore take longer than a straightforward flower-order enquiry.

4. ORDER CONFIRMATION

When an online flower order has been successfully placed, you should receive an order confirmation using the contact information supplied at checkout.

Please check your confirmation carefully.

If you notice an error in the recipient's name, delivery address, postcode, telephone number, card message or requested delivery date, contact us as quickly as possible.

We will always try to help, but changes may not be possible once flowers have been prepared or a delivery has begun.

5. FRESH FLOWERS AND SEASONAL AVAILABILITY

Flowers are natural and seasonal.

We choose flowers for their quality, colour, texture and condition, and availability naturally changes throughout the year.

For this reason, an arrangement may not contain exactly the same individual flower varieties as a photograph on our website.

Where substitution is necessary, our aim is to preserve the overall style, colour palette, character and value of the arrangement.

We would rather use a beautiful seasonal alternative than include a flower simply because it appeared in a photograph when that flower is not looking its best.

If a substitution would substantially change the nature of an order, we will try to contact you where reasonably possible.

6. FLORIST'S CHOICE

Florist's Choice is designed for customers who are happy to give our florists greater creative freedom.

You can tell us the occasion, colours you love and anything you would prefer us to avoid.

We will then select flowers according to season, quality and what is looking particularly beautiful at the time.

The exact flowers will vary, and that individuality is part of Florist's Choice.

7. SPECIAL REQUESTS

If you have a particular colour palette, favourite flower or something you would prefer us not to use, tell us when ordering.

We will do our best to accommodate reasonable requests.

Specific flower varieties cannot always be guaranteed unless we have expressly confirmed them with you.

For highly specific requirements, we recommend contacting us before placing the order.

8. FLOWER DELIVERY

We provide flower delivery throughout our available London delivery areas.

Delivery availability and charges can vary according to postcode, date, order and delivery requirements.

Please provide a complete and accurate:

• Recipient name
• Delivery address
• Postcode
• Recipient telephone number where requested
• Delivery instructions where relevant

Unless a specific timed delivery has been expressly agreed with us, delivery times should be treated as a delivery window rather than a guaranteed exact time.

For weddings, funerals, events or other time-critical deliveries, please contact us in advance so that the timing requirements can be discussed.

9. IF THE RECIPIENT IS NOT HOME

If nobody is available to accept the flowers, our delivery team will use reasonable judgement based on the circumstances.

Where appropriate, this may include:

• Contacting the recipient
• Contacting the purchaser
• Leaving the flowers in a suitable safe location
• Leaving them with a neighbour
• Delivering them to reception, concierge or security
• Following delivery instructions supplied with the order

We will not knowingly leave flowers somewhere we consider obviously unsuitable.

If we cannot complete a delivery because incorrect or incomplete information was provided, we will contact you where reasonably possible.

A further delivery charge may apply if another delivery attempt is required because incorrect information was supplied.

10. HOTELS, RESTAURANTS, OFFICES AND VENUES

We regularly deliver flowers to hotels, restaurants, offices, businesses and event venues.

For these deliveries, please provide:

• The full venue or business name
• The recipient's full name
• Any room, department, company or event information available
• A telephone number where possible

Once flowers have been accepted by an authorised reception, concierge, security desk or other appropriate representative at the requested address, the delivery may be treated as completed.

11. SAME-DAY AND URGENT ORDERS

Where same-day delivery is offered, availability depends on flower stock, preparation time, destination and our delivery schedule.

We will never knowingly accept an urgent order that we believe we cannot reasonably fulfil.

If you have a particularly urgent requirement, contacting us directly can help us tell you what is realistically possible.

12. CARD MESSAGES AND GIFTS

Where available, you can include a personal card message with your flower order.

Please check the wording carefully when ordering.

We may correct an obvious formatting issue where appropriate, but we will not normally rewrite a personal message without permission.

Prices and payment information are not included with ordinary gift deliveries.

13. WHEN YOUR FLOWERS ARRIVE

Fresh flowers naturally differ from manufactured products.

Some varieties may arrive more open than others, while some flowers are deliberately supplied tighter or in bud so that they continue developing after delivery.

We recommend:

• Using a clean vase
• Adding fresh water
• Following any care instructions supplied
• Keeping flowers away from excessive heat and direct sunlight
• Refreshing the water regularly
• Removing flowers as individual stems naturally finish

Different flower varieties naturally have different vase lives.

14. IF SOMETHING IS WRONG

We put considerable care into our flowers, but occasionally something can go wrong.

If your flowers arrive damaged, in poor condition, incorrectly supplied or materially different from what was reasonably expected, please contact us as soon as possible.

Where possible, contacting us within 24 hours of delivery is particularly helpful because flowers are perishable and it allows us to understand what happened while the circumstances are still clear.

Please provide:

• Your order number or purchaser's name
• A brief explanation of the problem
• Photographs showing the flowers and any relevant packaging where possible

The request to contact us promptly does not remove or restrict your statutory rights.

15. HOW WE RESOLVE PROBLEMS

Every situation is different, so we will look at the circumstances rather than automatically applying the same solution to every complaint.

Where appropriate, a resolution might include:

• Advice on caring for the flowers
• Replacement of particular flowers
• A replacement arrangement
• Redelivery
• A partial refund
• A full refund
• Another reasonable solution agreed with you

The appropriate remedy will depend on what has happened and your applicable consumer rights.

We will not use this Customer Service Policy to remove or reduce rights provided by UK consumer law.

16. CANCELLATIONS AND CHANGES

Fresh flowers are perishable goods and many of our arrangements are prepared specifically for an individual order.

The ordinary change-of-mind cancellation rules that apply to many online purchases do not generally apply in the same way to perishable flowers.

However, we understand that plans change.

For standard flower orders, we will normally try to accept cancellations or amendments when we receive the request at least 24 hours before the intended delivery date and we are reasonably able to make the change.

Same-day orders, next-day orders and orders that have already been prepared, purchased specifically or dispatched may not be capable of cancellation or amendment.

Please contact us as quickly as possible if you need to change something.

This does not affect your statutory rights where flowers are faulty, not as described or otherwise fail to meet legal requirements.

17. REFUNDS

Where a refund is appropriate, it will normally be returned using the original payment method.

The time taken for the money to appear after a refund has been processed can depend on the payment provider or bank.

Refund decisions will be made fairly and in accordance with our Return and Refund Policy, Terms of Service and applicable consumer law.

18. WEDDINGS AND EVENTS

Wedding and event floristry is more complex than an ordinary flower delivery.

For larger projects, we will normally agree details through a quotation, proposal or separate project agreement.

We aim to communicate clearly about:

• Floral direction and design
• Budget
• Quantities
• Venue requirements
• Installation
• Delivery
• Timings
• De-rig or collection where required
• Changes to the project
• Payment schedules

We regularly work alongside wedding planners, venues, production teams, caterers, hospitality teams and other suppliers.

If something changes, tell us as early as possible so that we can assess what can reasonably be adjusted.

19. BESPOKE FLORAL WORK

For bespoke arrangements and installations, we may need to source flowers, mechanics, containers and other materials specifically for the project.

We will explain significant requirements as part of the quotation or proposal.

The nature of fresh flowers means that we may sometimes need to make professional decisions close to the event according to flower quality and availability.

Our priority is the overall quality and integrity of the finished design.

20. FLOWERS FOR BUSINESSES

We provide flowers for offices, restaurants, hotels, hospitality spaces, shops, brands and other businesses.

Regular or recurring flower services may have separately agreed arrangements concerning:

• Frequency
• Design
• Budget
• Delivery
• Containers
• Maintenance
• Invoicing
• Cancellation

Where separate commercial terms have been agreed, those terms will apply to that service.

21. CHRISTMAS AND LARGE-SCALE INSTALLATIONS

Christmas installations, event installations and other large-scale floral projects often involve advance sourcing, installation teams, access arrangements and de-rig.

We will agree the important project details before work begins.

Customers should tell us about venue access restrictions, loading requirements, security procedures, working-hour restrictions and other relevant site information as early as possible.

22. COMPLAINTS

If you are unhappy with any part of our service, please tell us.

We would much rather have the opportunity to understand and resolve a genuine problem than leave a customer dissatisfied.

In the first instance, contact:

hello@london.florist

Please include enough information for us to identify the order or project and understand what has happened.

We will:

• Acknowledge the issue
• Review the information available
• Ask for further information where reasonably necessary
• Consider the matter fairly
• Explain our proposed resolution

Complex complaints may require more time to investigate, particularly where a third-party venue, delivery provider or event supplier is involved.

23. FAIR TREATMENT

We will treat customers respectfully and expect our team to be treated respectfully in return.

We understand that problems can be frustrating, and making a complaint will never in itself result in a customer being treated less favourably.

However, abusive, threatening, discriminatory or seriously inappropriate behaviour towards members of our team does not have to be accepted.

Where communication becomes inappropriate, we may ask for future communication to take place in writing or through a nominated point of contact.

24. PRIVACY

We take customer privacy seriously.

Personal information provided in connection with orders, deliveries, enquiries and complaints will be handled in accordance with our Privacy Policy.

Information about flower recipients will only be used where reasonably necessary to fulfil and manage the order or delivery and for other lawful purposes explained in our Privacy Policy.

25. ACCESSIBILITY AND COMMUNICATION

We want customers to be able to communicate with us effectively.

If you have a reasonable communication requirement when contacting us, tell us and we will try to accommodate it where reasonably possible.

If something on our website prevents you from obtaining information you need, please contact us directly.

26. FEEDBACK

We welcome genuine customer feedback.

Positive feedback tells us what is working.

Constructive criticism tells us where something could be better.

Both are useful.

We may invite customers to leave a review after an order, but there is never an obligation to do so.

27. OUR RELATIONSHIP WITH OUR CUSTOMERS

Flowers are often ordered for moments that matter — birthdays, anniversaries, apologies, congratulations, weddings, funerals, new babies, dinners, celebrations and sometimes simply because somebody deserves flowers.

We don't take that lightly.

Our aim is straightforward:

Make beautiful flowers.
Deliver them with care.
Communicate properly.
And if something goes wrong, deal with it fairly.

28. YOUR STATUTORY RIGHTS

Nothing in this Customer Service Policy, our Return and Refund Policy or our Terms of Service is intended to exclude or restrict rights that cannot lawfully be excluded.

Consumer goods must meet applicable legal standards, including requirements concerning satisfactory quality, fitness for purpose and being as described.

Consumer services must be provided with reasonable care and skill.

29. RELATED POLICIES

For more detailed contractual and legal information, please also read:

• Terms of Service
• Return and Refund Policy
• Privacy Policy
• Delivery information

Where there is a conflict between this general Customer Service Policy and specific contractual terms agreed for a wedding, event, corporate account or bespoke project, the specific agreement will apply to that project, subject to applicable law.

30. CONTACT LONDON EVENT FLORIST

London Event Florist
Warren Bushaway London Event Florist Ltd

78a Rothschild Road
Chiswick
London
W4 5NR
United Kingdom

Email:
hello@london.florist

Telephone:
07407 227724