Terms and Conditions

This page details our customer terms and conditions.

Our Contact details:

Van Arthur London - 3 The Arcade, Liverpool Street, London EC2M 7PN
Tel: 0203 583 3084.

Van Arthur Harrow - 67 Station Road, North Harrow, HA2 7SR
Tel. 0203 602 7475

Email: please use the contact form to get in touch

Making a purchase could not be easier. Just browse our shop online, and add any bouquets or gifts that you wish to buy to your shopping cart. After you have finished your selection, click on the 'Checkout' button and you will be asked for a few details that we need to be able to complete the order.

We accept debit or credit card payments online, and cash payments in-store. If you are shopping from outside the UK, place your order and your credit card company will convert the transaction to US Dollars or your own local currency.

We accept most credit and debit card payments, Visa, Mastercard, Maestro & American Express.

We do not accept orders and payments over the phone, but in some instances we may be able to offer an exception. Orders that are cancelled online or via the phone/email are subject to a cancellation fee of £6.95.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when payment has been processed. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Orders received before 12pm Monday to Friday UK time for local delivery will be delivered same-day if required. This is not a guaranteed delivery service, and if we are unable to deliver same day, we will deliver these the next working day. We will contact you to let you know first.

Orders placed to be delivered on a public holiday will be delivered the next working day. Online deliveries can only be in the UK.

We are not currently able to offer timed delivery slots apart from Funeral and Wedding orders. You can let us know in the delivery comments box at the checkout if there are some specific times you would like us to deliver. We will try our very best to deal with these requests, but please be aware this is not a guaranteed service.

Please telephone us on 020 3583 3084 if you have an emergency order and we will do our very best to help you.

If you require specific flowers please telephone at least 24 hours before delivery is required.

Orders are usually delivered once, please read below to see the delivery process and what happens when someone is not available to accept delivery.

If the recipient is not home the flowers/plant are returned to our store and a delivery note is left informing them that flowers/plant have tried to be delivered and to call us to arrange collection or in some circumstances, redelivery.

If a neighbour is home we will try and leave the flowers/plant with them providing they are willing to take responsibility for the delivery.

If the recipient is physically unable to collect their flowers/plant a new delivery date will be arranged with the recipient at earliest convenience.

Van Arthur are not responsible for theft or damage of flowers, plants or sundries if left. We take care of our flowers and ensure freshness and quality at all times.

VAT is charged on all website orders at the current rate of 20%.

Credit Card Security. When the order is placed at our website, credit card numbers are encrypted by Braintree, a PayPal service. They are only decrypted after they reach our computer. They are not held in clear text on any website.

Getting in touch with us, if you need to reach us, please email us using the link on the store page, alternatively, you can telephone or write to us at either address shown at the top or bottom of this page

Privacy Policy, you can view our Privacy Policy Online.

Returns Policy - Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Refunds/Returns Policy

If your flowers are delivered in poor condition, damaged or don’t match the description given online, please contact us immediately, or within 1 day of the flowers arriving. We pride ourselves in providing a high level of quality and care, and under the Consumer Rights Act, we are responsible for the condition of the flowers until you take delivery of them. So if the flowers arrive in a poor condition we will surely seek to reach an arrangement with you as soon as possible - whether than be a replacement or refund.

Please note, we may require you to provide a photo of the flowers, as we will require proof that the flowers were not in reasonable condition when you received them.

If your flowers don't last as long as they should, and within 5 days you notice browning or wilting blooms, please contact us for a replacement or credit. Please note, the longevity of flowers depends much on the care they are given after delivery. We do provide flower food and care instructions with each order - so it is important to follow these simple steps to ensure lasting blooms. We always endeavour to reach an agreement with the recipient for either for a replacement or a credit depending upon the nature of the complaint.