These Terms and Conditions ('Terms') govern the supply of floral products and related goods ('Products') by West Heath Florist ('we', 'us', or 'our') through our online e-commerce website to customers ('you', 'your') ordering delivery in West Heath and the surrounding local areas. By placing an order with us, you agree to be bound by these Terms. Please read the following carefully before making a purchase. If you do not agree with any section of these Terms, we ask that you do not proceed with your order.
1.1 Shopping Online
To order flowers from our website, browse our selection, select your desired items, and add them to your basket. Proceed by clicking the checkout button and following the on-screen instructions to enter your details, delivery address (ensuring it falls within West Heath or surrounding areas), and payment information.
1.2 Order Confirmation
Once your order is placed, you will receive an automated confirmation acknowledging receipt of your order. This email does not constitute acceptance of your order, but informs you that we have received your request. Order acceptance and formation of the contract between us only takes place once we dispatch your order and notify you of such dispatch.
1.3 Availability and Substitutions
All products are subject to availability. We take care to ensure product images and descriptions are accurate but, as flowers are natural products, colours and varieties may vary. In the event that any items from your order are unavailable, we reserve the right to substitute with products of similar style, value, and quality, especially for seasonal flowers. If substitution is required, we will aim to inform you prior to dispatch.
1.4 Delivery Areas and Times
We deliver throughout West Heath and selected surrounding areas. Please ensure the delivery address provided is accurate and accessible. Delivery timeframes are specified during checkout; we will make every reasonable effort to honour preferred times, but delivery slots cannot be guaranteed—particularly during peak periods such as Valentine’s Day, Mother’s Day, or Christmas. If we anticipate any delay, we will notify you promptly.
2.1 Methods of Payment
Full payment must be made at the time you place your online order. We accept various payment methods including, but not limited to, credit and debit cards. During checkout, you will be prompted to select your payment method and provide the relevant details. All online transactions are processed using secure encrypted technology, for your safety and privacy.
2.2 Price Accuracy
All prices displayed on our website are in Pound Sterling (£) including applicable UK VAT. Delivery charges, if applicable, are clearly displayed during the checkout process. In the rare event a product is incorrectly priced, we are not obliged to honour that price and will contact you before shipping the order to confirm the correct amount or to offer a refund if you prefer.
2.3 Payment Issues
If we are unable to process your payment for any reason, your order will not be completed. We will make reasonable attempts to contact you to resolve payment issues, but reserve the right to cancel your order if satisfactory payment cannot be arranged within a reasonable timeframe.
3.1 Cancelling an Order
You may cancel your order prior to dispatch by contacting us as soon as possible. We recommend you do so promptly as orders are often processed quickly on the day of delivery. If your order has already been dispatched or delivered, cancellation may not be possible and you may not be entitled to a refund, due to the perishable nature of flowers.
3.2 Right to Cancel Under Distance Selling Regulations
Under UK Consumer Contracts Regulations, perishable goods such as flowers are exempt from the usual right to cancel. Once an order of fresh flowers has been dispatched, you are not entitled to a statutory cooling-off period after delivery. However, we are committed to customer satisfaction and encourage you to contact us if you experience any issues with your order.
3.3 Changes and Amendments
For amendments, such as correcting addresses, updating card messages, or altering the order, please contact us without delay. We will do our best to accommodate your request if possible, but we cannot guarantee amendments after your order has been prepared or dispatched.
4.1 Delivery Scope
Our online flower delivery service covers West Heath and neighbouring locations as listed on our website. Orders placed for out-of-area addresses may be declined or referred to a partner florist where possible. Delivery charges and timeframes are shown at checkout and vary by location.
4.2 Delivery Attempt
It is your responsibility to provide an accurate and complete delivery address, including recipient details. If there is no answer at the delivery address, flowers may be left with a neighbour or in a safe place (weather permitting), or a note will be left with collection instructions, as per your specific delivery instructions. We are not liable for delayed or failed delivery if incomplete or inaccurate details are supplied by you, or if the recipient is unavailable at the time of delivery.
4.3 Adverse Conditions and Force Majeure
Whilst every effort will be made to deliver on time, factors outside our control—such as bad weather, road closures, or emergency events—may occasionally prevent delivery on the specified date. Should delivery be impossible under these circumstances, we will contact you to rearrange or refund your order.
5.1 Damaged or Defective Goods
Your satisfaction is our priority. If you receive flowers that are damaged, wilted, or not as described, please contact us within 24 hours of receipt. We ask you to provide photographs to support your claim. After review, where our standards are not met, we will offer a replacement or refund at our discretion.
5.2 Non-Delivery
If for any reason your order has not arrived on the expected date, please inform us as soon as possible so we can investigate and resolve the matter promptly.
5.3 Returns Policy
As flowers are highly perishable, returns are generally not accepted. Where items are faulty or did not arrive as described, please contact us to discuss a resolution as above.
6.1 Exclusions of Liability
To the extent permitted under applicable laws, West Heath Florist excludes liability for any indirect or consequential loss or damage, including loss of enjoyment, economic loss, loss of data, or other intangible losses, arising from the use of our website or services. Our total aggregate liability to you in respect of any order shall not exceed the amount paid by you for that order.
6.2 No Waiver of Legal Rights
Nothing in these Terms is intended to exclude or restrict your legal rights as a consumer under UK law, including your statutory rights in respect of defective goods or unsatisfactory services. These Terms are in addition to, and do not affect, your legal rights.
6.3 Third-Party Services
Where we use third-party couriers or partner florists to fulfil orders outside our main delivery zones, we are not liable for any loss, damage, or delay once the product is in their care, beyond what is imposed by law. We will, however, act as your point of contact and assist in resolving issues to the best of our ability.
7.1 Promotional Offers
From time to time, we may issue special offers, vouchers or discount codes. Unless specified, promotional codes are single-use, cannot be combined with other offers, and no cash alternatives are available. Expired codes will not be honoured.
8.1 Content and Intellectual Property
All content on the West Heath Florist website, including text, design, images and branding, is owned or licensed by us and is protected by applicable intellectual property laws. Reproduction or distribution of any material for commercial purposes is prohibited without our written consent.
8.2 Accuracy of Information
We endeavour to ensure that all details, descriptions and prices are accurate and up-to-date. However, errors may occasionally occur. We reserve the right to correct any errors or omissions and to update product information at any time. This will not affect any orders that have already been accepted and dispatched.
9.1 Privacy Statement
Your privacy is important to us. All customer information is handled in accordance with our Privacy Policy and applicable data protection laws, including the UK GDPR. Details provided during order placement are only used for fulfilling your order and for internal record-keeping. We will not share your personal information with third parties except as necessary to process your order or as required by law.
10.1 Governing Law
These Terms and any disputes arising from them shall be governed and interpreted in accordance with the laws of England and Wales.
10.2 Jurisdiction
All disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
11.1 Severability
If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision shall be deemed deleted without affecting the remaining provisions.
11.2 Changes to Terms
We reserve the right to amend these Terms at any time by publishing updated terms on our website. Continued use of our services after changes have been posted constitutes acceptance of the revised Terms.
12.1 Scope
These Terms apply to all customers ordering flower delivery through our online store for delivery in West Heath and surrounding areas. If you are unsure whether your address is eligible, please view our delivery area information on the website or contact us for guidance before placing your order.
12.2 Contact Us
For questions, feedback, or queries regarding these Terms or our online store, please use the contact form on our website or visit us in person at our West Heath Florist location.
Thank you for choosing West Heath Florist for your flower delivery needs in West Heath and the local community.
This website is operated by HF ONE LONDON LIMITED, a company registered in England and Wales under company number 14314390.
Our business correspondence address is .
HF ONE LONDON LIMITED operates a nationwide network of trusted local florists and delivery partners. Each local website, including this one serving customers in West Heath, represents a specific delivery zone within this network — ensuring same-day delivery and personalised customer care across the UK.
All online orders are centrally processed by our team and fulfilled by approved local partner florists closest to the recipient’s address in or near West Heath.
For assistance with orders, returns or account queries, please fill out the Contact Us form.
Please fill out the form below to send us an email and we will get back to you as soon as possible.
