Terms of service

Retail Orders Terms & Conditions

1. About Us

Bellapetals is a florist trading in England. These Terms apply to all retail flower orders placed in-store, by telephone, or online.

By placing an order, you agree to these Terms.

2. Product Availability & Substitution

All products are subject to seasonal availability.

Flowers are natural and perishable products. Where specific varieties or colours are unavailable, we reserve the right to substitute with flowers of equal or greater value, maintaining the overall style, colour theme, and quality of the arrangement.

Images on our website and promotional materials are for illustration purposes only. As flowers are natural products, variations in size, shape, and colour may occur.

3. Orders & Contract Formation

A contract between you and Bellapetals is formed once:

  • We confirm your order verbally or in writing; and
  • Full or agreed payment has been received.

It is your responsibility to check your order confirmation and notify us promptly of any errors.

4. Prices & Payment

All prices are listed in GBP and include VAT where applicable.

Prices may change prior to order confirmation. Once your order is confirmed, the agreed price will not change.

Payment must be made in full before delivery or collection unless otherwise agreed in writing.

5. Delivery

Delivery Address

It is your responsibility to provide accurate delivery details, including full postcode and recipient contact information.

We are responsible for delivering to the address provided. If the recipient is not available, we may:

  • Leave the flowers in a safe place;
  • Leave with a neighbour; or
  • Attempt redelivery (additional charges may apply).

We cannot accept responsibility where delivery has been completed correctly but the recipient has moved, refuses delivery, or the address provided is incorrect.

Delivery Times

While we aim to deliver on your requested date and time, delivery times are estimates and cannot be guaranteed.

If delivery is delayed due to circumstances beyond our control (e.g., traffic, weather, supplier delay), we will contact you to arrange an alternative solution.

6. Perishable Goods & Care

Flowers are perishable goods.

Once delivered or collected, responsibility for proper care passes to the customer. We will provide care guidance where appropriate.

We are not responsible for deterioration caused by:

  • Exposure to heat or direct sunlight
  • Lack of water
  • Improper storage
  • Damage after delivery

White flowers and sprayed flowers are particularly sensitive and may naturally discolour or fade over time.

7. Cancellations & Amendments

Important Notice – Perishable & Made-to-Order Goods

As our floral arrangements are perishable goods and often made to your specification, the statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013 does not apply.

Orders may be cancelled or amended as follows:

  • 5 working days or more before delivery – Full refund
  • 4 days before delivery – 25% charge
  • 72 hours before delivery – 50% charge
  • 48 hours before delivery – 75% charge
  • 24 hours or less before delivery – 100% charge
These charges reflect costs already incurred in sourcing and preparing perishable goods.

8. Faulty or Incorrect Goods

Under the Consumer Rights Act 2015, you are entitled to goods that are:

  • As described
  • Of satisfactory quality
  • Fit for purpose

If you believe your flowers are faulty or not as described, you must contact us within 24 hours of delivery with photographic evidence.

Where goods are confirmed to be faulty or not as described, we will offer:

  • Replacement; or
  • Refund (full or partial as appropriate).

This does not affect your statutory rights.

9. Liability

We are not liable for:

  • Indirect or consequential losses
  • Loss arising from incorrect delivery details provided by you
  • Deterioration after delivery due to improper care
Nothing in these Terms excludes liability for:
  • Death or personal injury caused by negligence
  • Fraud
  • Any matter which cannot be excluded under UK law

10. Hire Items (Retail Only)

Where vases or other items are hired:

  • A refundable deposit may be required.
  • You are responsible for hired items from delivery until returned to us.
  • Damaged or missing items will be charged at replacement value.

11. Data Protection

We collect and process personal data in accordance with UK data protection law. Please refer to our Privacy Policy for full details.

12. Complaints

If you are unhappy with any aspect of our service, please contact us:

Email: info@bellapetals.co.uk
Phone: [insert number]

We aim to respond within 3 working days.

13. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.