Terms and Conditions
Clear terms mean better flowers. Here's what you need to know about ordering, delivery, payments and bookings with Conway Floral.
Effective from 21 February 2025. By using our services, you agree to these terms. Please also read our Privacy Policy.
Online Orders & Payments
These online flower order terms explain when an order becomes accepted and how prices are shown.
- Placing an order. Select your flowers, delivery date and card message, then check the details before submitting payment. Your order request is received when you see the confirmation screen or receive our confirmation email. We may contact you if a detail needs checking.
- Acceptance. A contract is formed when Conway Floral confirms the order. We can decline an order where payment has not cleared, an address is incomplete or the requested flowers cannot be sourced. We will tell you promptly and arrange the appropriate refund.
- Payment. Payment is due when you order. We accept the payment methods displayed at checkout. Card details are handled by our payment provider; we do not keep full card numbers.
- Prices. Prices are shown in pounds sterling and include VAT where VAT is applicable. Delivery charges are displayed before you confirm payment. Flower prices can change with the season, but a confirmed order will not be increased without your agreement.
- Confirmation. Keep your confirmation email. It contains the order reference, chosen delivery date, recipient information and total price. Contact us quickly if any of those details are wrong.
Delivery and Substitutions
Our flower delivery terms for the UK keep timing and seasonal changes clear. Flowers are living products, so each order is prepared close to its delivery date.
Tell us early. If the date, address or recipient details change, contact the studio as soon as possible at [email protected].
Delivery arrangements
- Area. We deliver from 5 Mill Lane, Heswall, Wirral, CH60 2TE to the areas and postcodes shown at checkout.
- Timing. Delivery windows are estimates rather than appointments. Same-day requests must be placed before the cut-off shown on the relevant product page and depend on availability.
- Access. Give us a safe place, concierge instruction or trusted neighbour where possible. Extra delivery charges may apply if a second attempt is needed because access information was missing.
Seasonal substitutions
- Availability. Weather, crop conditions and supplier changes can make a particular stem unavailable.
- Like for like. We may replace a flower or foliage with another of similar style, colour and value. The finished arrangement will keep the intended size and feel.
- Contact first. If a requested colour or flower is essential, tell us when ordering. We will contact you when a material change needs approval.
- Recipient absent. We may leave flowers in the agreed safe place or return them to the studio. Follow-up delivery or collection costs can apply.
Wedding & Event Bookings
Wedding florist booking terms need a clear record of decisions, timings and payment dates. We confirm those details in writing.
Securing your date
A booking is held once we have agreed the brief and received the stated deposit. The deposit is applied to the final balance unless the booking document says otherwise.
Your written proposal will show the balance date, delivery or collection plan and the work included.
Changes and final details
Tell us about design changes, venue access and final guest numbers as soon as you can. New materials or extra delivery time may change the price.
Final stem quantities, table numbers and timings are due by the date in your booking confirmation.
Cancellation
Cancellation terms depend on how close the event is and on costs already committed to flowers, labour and hired items. Your booking confirmation sets out the applicable charges.
We will explain any refund or balance due in writing.
Unexpected disruption
We are not responsible for delay caused by events outside reasonable control, such as venue closure, severe weather, transport disruption or supplier failure.
We will contact you promptly and agree a practical alternative wherever one is available.
Liability and Care
Flowers and plants. Follow the care guidance supplied with your order. Keep arrangements away from heat, direct sunlight, pets and young children where appropriate. Plant health after delivery depends on light, watering, temperature and the care given in the recipient's space.
Quality concerns. Contact Conway Floral at [email protected] with your order reference and clear details as soon as an issue appears. We may ask for photographs so we can assess the flowers or plant and offer the appropriate remedy.
Our responsibility. Nothing in these terms limits rights that cannot legally be limited, including rights under UK consumer law. Subject to those rights, we are not responsible for loss caused by incorrect delivery information, lack of access, misuse, unsuitable care or an event outside our reasonable control.
Governing law. These terms are governed by the law of England and Wales. Courts in England and Wales will have jurisdiction, subject to any consumer rights that apply to you.
Need an answer? Write to [email protected] or call +44 7579 535396. Please include your order number, event date or enquiry details so we can respond with the right information.
Please review these terms before ordering.
If something is unclear, ask us before you confirm payment or your booking.