Terms & Conditions

Products

1.1 All Products on this website (which may vary from time to time) are available in EPSOM, UK

1.2 Certain Products may be delivered by us in bud to ensure longer life.

1.3 Some Products, Flowers, and Plants may be harmful or poisonous. If you require further information before submitting an order, please contact us using the contact details set out in Section 6 below.

1.4 All Products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute a Product of equivalent value and quality without notice.

1.5 In the event that we are unable to supply the Product or any substitute product to you at all, we shall notify you as soon as is reasonably possible and shall reimburse your payment in full and in any event no later than 30 days after the intended delivery date.

Prices

2.1 Prices listed within the Service are valid for a maximum of 14 days from submitting your order.

2.2 Prices include VAT.

Order / Payments

3.1 During order submission, you shall be required to provide us with your personal details, including accurate postcode, together with those of the intended recipient and all necessary payment details. We accept payment by most major credit and debit cards. By clicking on the ’complete order’ button on the Order Form, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing anywhere on the Online site.

3.2 Submitting your Order Form is subject to our acceptance of this offer and we will not consider ourselves bound by a contract with you unless we have issued you a confirmation of order delivery by email. This is not the email sent on submission of an order.

3.3 We cannot accept Order Forms from customers under the age of eighteen (18) years.

Delivery

4.1 Our delivery service is only within the EPSOM, UK area.

4.2 On acceptance by us of your Order Form, we will advise you by e-mail confirmation of the intended delivery date. We will process Order Forms received on Sundays or Public Holidays the next working day. We do not deliver on Sundays or public holidays but in this case, we will deliver the Product you request on the next working day.

4.3 Anomalies in your submitted personal details may lead to problems or delays in delivery, so before placing your order, please ensure that you have included the full address details, including accurate postcode of the intended recipient and your daytime contact telephone number or e-mail address so that we can notify you in the event that any delivery problems are encountered.

4.4 Whilst we agree to use all reasonable endeavours to ensure that delivery will be on the requested delivery date, you acknowledge that in very occasional circumstances, delivery on the requested terms will not be possible. In such circumstances, you will be given prior notice wherever possible and we shall either make alternative arrangements or shall reimburse your payment in full.

4.5 In case of delivery to certain locations where a third party is involved, such as offices, hospitals, airports, hotels, ships, and other business locations, the signature of any person authorized to accept delivery on behalf of the organization shall be accepted as proof of delivery to your chosen recipient. Please be advised that we are unable to deliver wines and plants to Funeral Directors, Hospitals, airports, or ships.

4.6 Please note that we are only responsible for delivering against a signature to the address you quote (or an imminent neighbor if no one is at home). We regret that where goods have been correctly delivered, we cannot accept responsibility if the intended recipient has moved, or lives elsewhere, and the actual recipient refuses or fails to return item(s).

4.7 Where the carrier is unable to find someone to accept delivery, they will either deliver to a neighbor or leave a card at the address for the recipient to make contact.

4.8 It is possible to select a preferred delivery time within the order process in the Delivery Notes field. This option should be used only for orders requesting delivery to funerals or funeral parlours. Whilst every effort will be made to ensure your order is delivered prior to the time selected, no guarantee for delivery by the time specified can be given. To assist us in meeting your preference, please ensure your order is placed at least one working day prior to the preferred delivery time.

4.9 In the instance of there being difficulties in delivering your order to the intended recipient, we reserve the right to contact the recipient using the contact details you provide on the Order Form.

4.10 When placing your order, you are able to specify further delivery information using the ‘Delivery Notes’ field provided. This is intended to provide further guidance to the party delivering your order which isn’t included within your address information, for example, to specify floor number or hospital ward. We reserve the right to not action any delivery requests specified in this field which we deem unacceptable and will use other elements of address information provided elsewhere on the order form to fulfill your order.

Cancellation

5.1 Orders may be amended or cancelled up to 24 hours before the intended delivery date.

5.2 To amend or cancel your order, please contact us using the contact details set out in Section 6 below.

5.3 You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

Customer Services

6.1 In the event that you are not satisfied with the Online Service, any complaints should be addressed to:

HOPE FLORIST LTD T/A THE EPSOM FLORIST

Ashley Shopping Centre,

Ashley Road,

Epsom

KT18 5AB

6.2 Because of the perishable nature of Products and in order to assist us in resolving any complaints quickly, we advise you to make any complaint within 1 working day of the date of delivery or intended delivery of your purchase.

Disclaimer

7.1 Whilst we agree to use our reasonable endeavours to ensure that this Online Site and/or the Online Service is fully operational and error-free, we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the Online Site and/or the Online 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 Online Site and/or the Online Service impossible or impractical.

7.2 (a) We accept liability for death or personal injury arising from our negligence.

(b) Subject to clause 7.2(a), our liability in contract, tort (including negligence and breach of statutory duty) or otherwise arising by reason of or in connection with your Order Form with us shall be limited to a multiple of 3 times the price you have paid for the Products.

(c) Subject to clauses 7.2(a) and 7.2(b) 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 Online Site and/or the Online 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.

(d) Subject to clauses 1.5 and 4.3 above, we shall not be liable for any delay or inability to perform our obligations to you if such delay is due to any cause whatsoever beyond our reasonable control.

General

8.1 We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Online Site and/or the Online Service from time to time. We will post any changes on the Site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Online Service or Online Site. Changes will be effective five (2) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new terms and conditions.

8.2 Additionally, we reserve the right to suspend, restrict or terminate access to the Online Site and/or the Online Services for any reason at any time.

8.3 These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers, and other terms contained in the Online 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.

8.4 We shall ensure that we comply with the requirement of all current data protection legislation including, without limitation, the Data Protection Act 1998 (as replaced, modified or re-enacted from time to time). We shall only use personal data received from you for the purpose of fulfilling our obligations under these Terms and Conditions and as stated in our Privacy Policy.

8.5 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.

8.6 Save 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.

8.7 Your purchase will be deemed to have occurred 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.

Refund Policy

9.1 Refunds may occasionally be given at the discretion of the management.

9.2 Because of the perishable nature of many Products, you are advised to make any complaint within 1 working day of the delivery date of your Products.

9.3 All products require care, attention and in the case of all cut flowers and some plants require fresh water. If it is deemed that the products have not been cared for, then we may NOT refund or offer an exchange of products.

9.4 All products that are claimed to be faulty or damaged must be returned to our shop or collected by us. We will inspect all Products returned to us claimed to be faulty or damaged. If we discover that they are not faulty or damaged, we will NOT refund or offer an exchange of product.

9.5 Refunds, partial refunds, or an exchange will be given if the product is proved to be faulty or damaged and will be at the owner’s discretion and their decision will be final.

9.6 Any Wedding booking fee or deposit for goods ordered will NOT be refunded.

Freshness Guarantee

  • Excludes our £15 Wild Short Life Mix bunches.
  • All floral arrangements are guaranteed to remain fresh for a minimum of 5 days, provided they are cared for properly (e.g., stems trimmed, placed in clean water, and kept away from direct heat sources).
  • If your flowers fail to meet this standard, please contact us within 24 hours of delivery with a clear photo for review.
  • A refund or replacement may be issued, depending on the condition of the flowers and the delivery circumstances.
  • This policy aligns with the Consumer Rights Act 2015, which entitles customers to goods of satisfactory quality.

Store Credit & Gift Voucher Terms

  • Both store credits and gift vouchers are valid for 3 months from the date of issue.
  • They may be used on most products, excluding sale items or any other exclusions outlined in our refund policy.
  • Neither store credits nor gift vouchers can be redeemed during peak event periods (e.g., Valentine’s Day, Mother’s Day, Christmas) unless otherwise agreed in writing.

Missed Deliveries

  • If no one is available to receive your order and no safe place has been designated, the flowers will be returned to our studio.
  • A re-delivery fee will apply and may vary based on your location and the reason for the missed delivery.
  • It is the customer’s responsibility to provide accurate and accessible delivery details at the time of order.

Delivery Areas & Restrictions

  • We deliver within specific areas, clearly outlined on our website and social media.
  • Some locations, such as hospitals, care homes, or funeral homes, may have delivery restrictions. Please contact us in advance to confirm eligibility.

Delivery Timeframes

  • Standard delivery takes place between 9am and 6pm.
  • While we aim to accommodate preferred time slots, delivery by a specific time cannot be guaranteed unless confirmed in writing.
  • For time-sensitive orders (e.g., funerals or events), we recommend ordering at least one working day in advance and contacting us by phone to confirm details.