These Terms & Conditions set out the legal agreement between you (“the customer”, “you”, or “your”) and Merton Florist (“we”, “us”, or “our”) when using our website for the purchase and delivery of flowers and related goods across Merton and surrounding areas. Please read these Terms & Conditions carefully before using our online service. By placing an order with Merton Florist, you agree to be bound by these Terms & Conditions in their entirety. If you do not accept these terms, you may not use our website to place an order.
These Terms & Conditions apply to all flower and gift orders placed by customers resident in or ordering for delivery to addresses in Merton and its surrounding areas. By placing an order with us, you confirm that you are legally capable of entering into binding contracts and are at least 18 years old.
Orders for flower delivery or collection can be placed online via our website throughout the week. Orders may be placed 24 hours a day, although processing and delivery are subject to our operational hours and availability. When placing your order, you will be guided through the necessary steps to complete your purchase. You may need to provide information including (but not limited to) your full name, delivery address, contact number, email address, recipient details, personalised messages, and any special delivery instructions.
After you submit your order, you will receive an acknowledgment via our website or by other means. This acknowledgment does not constitute acceptance of your order. Your order is deemed to have been accepted, and our contract concluded, only once you receive a separate confirmation email stating that your order has been accepted and is being processed. We reserve the right to refuse any order prior to order confirmation and, in such case, you will be notified, and any payments made will be refunded promptly.
All products shown on our website are subject to availability. While we make every effort to maintain accurate descriptions and images, flowers and plants are natural products subject to seasonal availability and quality. If a particular flower or product is unavailable for any reason, we reserve the right to substitute it with a product of equal or greater value and quality, ensuring that your overall arrangement reflects the original design as closely as possible in style and theme. We will endeavour to contact you ahead of dispatch if a significant substitution is required; however, we cannot guarantee such contact in every case, particularly with orders placed at short notice or during busy periods.
All prices listed on our website are inclusive of VAT (where applicable). Delivery charges will be detailed and added separately at the checkout process. We reserve the right to update our prices at any time; however, changes will not affect orders already confirmed.
Payment for all online orders must be made at the point of sale using one of the payment methods accepted on our website. Available payment options may include debit or credit cards and any other methods listed at checkout. We use secure payment processing partners to handle your financial details. Orders are only processed, and products dispatched, upon receipt of full payment.
By entering your payment details, you warrant that you are authorised to use the chosen payment method. Should any payment be subsequently refused or reversed, your order will be cancelled unless payment is re-established within a reasonable timeframe.
Merton Florist offers delivery throughout Merton and surrounding areas as indicated on our website. Delivery timing and availability will vary based on demand, stock, and local conditions. We aim to deliver all orders on the agreed date; however, delivery times are estimates and not guaranteed. Delays may sometimes occur due to circumstances beyond our control, such as traffic disruptions or extreme weather.
It is your responsibility to provide accurate and complete delivery information. If an address is incomplete or inaccurate, we will attempt to contact you to resolve the issue. In the event the recipient is not available at the time of delivery, we may leave the arrangement with a neighbour, reception, a designated safe place, or return the goods to our shop pending further instructions. Re-delivery may incur additional charges.
If you prefer collection, please select the ‘collection’ option at checkout and bring your confirmation and valid identification when arriving at the shop.
You may cancel or request changes to your order provided we receive your request at least 24 hours before the scheduled delivery or collection time. For next-day or same-day delivery orders, cancellations or amendments may not be possible once your order process has commenced. To request a cancellation or modification, you must contact us using the communication method outlined on our website. We will confirm any cancellations or amendments by email or other recordable communication.
If your order is already out for delivery at the time you request cancellation, or if your order is for custom, personalised, or perishable items that have already been prepared, you may be unable to cancel or may incur a cancellation fee. Refunds for authorised cancellations will be processed back to your original payment method within a reasonable time period. Amendments, such as changes to delivery address or card messages, are at our discretion and subject to operational feasibility.
Due to the perishable nature of fresh flowers and plants, returns are accepted only in limited circumstances where the goods provided are faulty, damaged in transit, or do not match your order. If you believe there is a problem with your arrangement, you must notify us within 24 hours of receipt, providing photographic evidence where possible. We may request the return of the products for inspection before processing a refund or replacement.
If your claim is validated, we will replace the faulty items or issue a refund, as appropriate, as soon as possible. Refunds will be made to the original payment method. Please keep the flowers in their original packaging and care for them as directed until we have resolved your complaint.
Merton Florist is committed to providing goods and services to a high standard. However, our liability for any loss or damage arising from the use of our service is strictly limited to the purchase price of the products you ordered.
We are not liable for any consequential, indirect, or special loss or damage whatsoever, nor for losses arising from delays or failures in delivery caused by circumstances outside our reasonable control. This includes, but is not limited to, weather conditions, road closures, acts of God, or third-party failures. To the fullest extent permitted by law, we exclude all liability for any claims, damages or losses (including negligence) arising from the use of or inability to use our website or products, except that nothing in these Terms & Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability which may not be limited or excluded under applicable law.
You agree to:
All content on our website – including but not limited to images, descriptions, graphics, design, and branding – is the intellectual property of Merton Florist or its licensors. You must not copy, republish, disseminate, or otherwise use our intellectual property without express prior written consent.
We are committed to protecting your personal data in accordance with the applicable UK data protection laws. Your personal information will be processed in accordance with our Privacy Policy, which is available on our website. We will use your details solely for the purpose of processing your order and will not share your personal details with any third parties except as required to fulfil your order or by law.
We reserve the right to revise or update these Terms & Conditions at any time. Any such changes will be effective upon being published on our website, and your continued use of our services constitutes your acceptance of those changes. We recommend that you refer back to these Terms & Conditions on a regular basis to familiarise yourself with any updates.
If any provision of these Terms & Conditions is found to be unlawful, void, or unenforceable, the remaining provisions will continue in full force and effect.
These Terms & Conditions and any disputes or claims arising out of or in connection with them or their subject matter (including any non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales. Any such disputes or claims shall be subject to the exclusive jurisdiction of the English courts.
If you have any questions regarding your order, our products, or these Terms & Conditions, please use the contact details provided on our website to reach our customer service team. We are committed to resolving queries and complaints as efficiently as possible to ensure your satisfaction with our flower delivery service throughout Merton and the surrounding areas.
These Terms & Conditions apply specifically to customers ordering online for flower delivery or collection throughout Merton and areas nearby. For additional bespoke arrangements, wedding or corporate services, or to arrange delivery to areas outside our usual service radius, please refer to the relevant information provided on our website or contact us directly.
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 Merton, 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 Merton.
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.
