Van Arthur Florist – Terms and Conditions

Last updated: March 2026

These Terms and Conditions set out how Van Arthur Florist supplies products and services. By placing an order with us, you agree to these terms.

1. Our Details

Van Arthur Flower Group Limited T/A Van Arthur Florist / Van Arthur Master Florist / Van Arthur
67 Station Road, North Harrow, London, HA2 7SR
Tel: 0203 602 7475
Email: harrow@vanarthur.com

2. Orders & Contract Formation

Orders can be placed online, in-store, or via secure payment link.

We accept most major debit and credit cards including Visa, Mastercard, Maestro and American Express.

• Online payments are securely processed via Stripe
• In-store and remote payments (including payment links sent via WhatsApp, SMS, or email) are processed via Teya
• We do not store card details

An order confirmation email confirms receipt of your order only. A binding contract is formed once payment has been successfully processed and accepted.

We reserve the right to decline or cancel any order at our discretion, including in cases of suspected fraud, abuse, or error. A full refund will be issued where appropriate.

We operate a zero-tolerance policy towards abusive or inappropriate behaviour. We reserve the right to refuse service or cancel orders where such behaviour is directed at our staff.

3. Cancellations & Amendments

Flowers are perishable goods, and as such, cancellation rights are limited.

• Orders may be cancelled with a full refund up to 48 hours before the scheduled delivery date
• Within 48 hours of delivery, cancellations may not be possible once preparation has begun
• Same-day orders are non-cancellable once accepted and in preparation

If a cancellation is accepted within a reasonable timeframe, an administration fee may apply.

Changes to delivery details (such as address) must be made before the order is out for delivery. Once dispatched, changes cannot be guaranteed.

4. Substitution Policy

Due to seasonal availability and supply variations, specific flowers, colours, or containers may not always be available.

We reserve the right to substitute items with alternatives of equal or greater value, while maintaining the overall style, colour palette, and design intent of the arrangement.

5. Product Representation

Images on our website and marketing materials are for illustrative purposes only.

All flowers are natural products and may vary in appearance, size, and stage of bloom. Colours may also vary slightly due to seasonal and supplier differences.

6. Special Requests

Customers may include special requests at checkout or when placing an order.

While we will always do our best to accommodate these, special requests are not guaranteed and remain subject to availability, practicality, and time constraints.

7. Delivery

General Delivery

We aim to fulfil deliveries within the requested timeframe; however, all delivery times are estimates and not guaranteed.

Typical delivery windows include:

• By 12pm (where selected and paid for)
• Standard daytime delivery (by approximately 6pm)
• Evening delivery (typically between 4pm–8pm where selected)

Same-day delivery is subject to availability. Customers are encouraged to call to confirm urgent requests.

Deliveries requested for public holidays will be completed on the next working day unless agreed otherwise.

Failed Delivery

If the recipient is not available:

• We will attempt to contact the recipient and/or customer, but cannot guarantee successful contact
• If safe placement instructions have been provided, we may leave the flowers accordingly
• If no safe place is available or no instruction is given, the order will be returned to the shop

Redelivery will be chargeable.

Incorrect Address

Customers are responsible for providing accurate delivery details.

• If an incorrect address is provided and delivery is completed at that address, the order will be considered fulfilled
• If an address change is requested before dispatch, we will update it where possible at no additional charge

Responsibility After Delivery

Once an order has been successfully delivered (including where left in a safe place or with a neighbour), responsibility transfers to the recipient.

Van Arthur Florist is not liable for loss, theft, or damage after delivery.

8. Funeral & Time-Sensitive Orders

Funeral and time-specific deliveries require adequate notice and confirmation.

Customers must ensure:

• Accurate venue details
• Correct service time
• Sufficient lead time for preparation

We will always aim to meet agreed delivery times; however, we are not liable for delays caused by:

• Late orders
• Incorrect or incomplete information
• Circumstances beyond our control

9. Peak Periods (Valentine’s Day, Mother’s Day, Christmas)

During peak trading periods, the following conditions apply:

• Specific flower varieties cannot be guaranteed
• Substitutions will be made as required without prior consultation
• Delivery times are not guaranteed due to volume and logistics
• Cancellation rights may be further restricted

By placing an order during these periods, you accept these conditions.

10. Returns, Refunds & Complaints

Your rights are protected under the Consumer Rights Act 2015.

If you are dissatisfied with your order:

• You must contact us within 24 hours of delivery
• Photographic evidence is required for all claims

We will assess the issue and, where appropriate, offer:

• A replacement (preferred resolution)
• A refund to the original payment method

Refunds will not be issued where:

• Care instructions were not followed
• No evidence is provided
• Complaints are made outside the stated timeframe

11. Flower Care & Longevity

With proper care, fresh flowers are expected to last approximately 5–7 days, depending on variety.

Care instructions and flower food are provided and must be followed.

Natural variation between flower types means longevity cannot be guaranteed for every stem.

12. Bespoke & Custom Orders

For bespoke, funeral, or event work, a retainer payment is required to secure your order.

This retainer covers time, preparation, and materials and is non-refundable once work has commenced.

13. Pricing & VAT

All prices include VAT at the current UK rate (20%).

We reserve the right to correct pricing errors. If this occurs, we will contact you before proceeding.

14. Force Majeure

We are not liable for delays or failure to perform our obligations due to events beyond our control, including but not limited to:

• Severe weather
• Traffic disruption
• Supply chain issues
• Mechanical failure

15. Security

All payments are securely processed. We do not store payment card details.

16. Privacy

Please refer to our Privacy Policy for details on how we handle personal data.

17. General

We reserve the right to refuse service at our discretion.

We may update these Terms and Conditions from time to time. The latest version will always be available on our website.