PART A.1

Introduction

Welcome to Online Flower Company (OFC Florist).

These Terms & Conditions govern your access to and use of the Online Flower Company website, as well as the purchase of any products or services from us. By accessing our website or placing an order, you agree to be bound by these Terms & Conditions.

Online Flower Company (OFC Florist) is the online retail store operated by iFlora Limited, a company registered in England and Wales. We specialise in the sale and next-day delivery of fresh flowers, plants, funeral and sympathy flowers, and selected gift items throughout the United Kingdom.

These Terms & Conditions explain the rights and responsibilities of both you as our customer and us as the supplier. They should be read together with our Privacy Policy, Delivery Policy, Refund Policy, and any other policies published on our website.

⚠️ Important: If you do not agree with any part of these Terms & Conditions, you should not use our website or place an order with us.

Throughout these Terms & Conditions, references to "we," "us," "our," "Online Flower Company," or "OFC Florist" refer to Online Flower Company, operated by iFlora Limited. References to "you" or "customer" refer to the person or organisation placing an order through our website or any other authorised sales channel.

PART B.2

Definitions

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In these Terms & Conditions, the following words and expressions shall have the meanings set out below unless the context requires otherwise.

Customer

B.2.1: Means the individual, company, organisation, or other legal entity placing an order through the Online Flower Company website or by any other authorised ordering method.

Recipient

B.2.2: Means the person or organisation intended to receive the products or services ordered by the Customer.

Order

B.2.3: Means any request to purchase products or services placed through our website, telephone, email, or any other authorised sales channel.

Working Day

B.2.4: Means any day on which Online Flower Company accepts and processes orders. Our website is available to accept orders 24 hours a day, 7 days a week. However, order processing, customer support, and deliveries may operate on different schedules, including weekends and public holidays.

Delivery Date

B.2.5: Means the requested or confirmed date on which the products are scheduled to be delivered to the Recipient.

Courier

B.2.6: Means any third-party delivery company appointed by Online Flower Company to deliver products. Depending on the delivery location, we may also carry out deliveries using our own delivery team where available.

Website

B.2.7: Means the official websites operated by Online Flower Company and iFlora Limited, including onlineflowercompany.mom, iflora.co.uk, and all associated web pages, online ordering platforms, and related digital services.

Subscription

B.2.8: Means a recurring flower or gift delivery service, where available, under which Customers receive products on a weekly, monthly, or other recurring basis in accordance with the applicable Subscription Terms.

PART C.3

Our Products & Availability

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Product Availability

C.3.1: All products are subject to stock availability.
C.3.2: Certain flowers, plants, gifts, colours, or containers may not always be available due to seasonal availability or supplier availability.
C.3.3: Where necessary, we reserve the right to substitute unavailable flowers or materials with similar items of equal or greater value while maintaining the overall style, colour theme, and quality of the arrangement.
C.3.4: Product availability may vary depending on the delivery location, delivery date, and seasonal demand.
C.3.5: We reserve the right to discontinue, modify, or replace any product without prior notice.

Illustrative Images

C.3.6: All product photographs displayed on our website are for illustration purposes only. As fresh flowers are natural and individually handcrafted, every arrangement will be unique and may differ slightly from the images shown. Minor differences in flower placement, wrapping, ribbon, foliage, decoration, packaging, and overall appearance do not constitute a product fault.

Product Descriptions

C.3.7: We make every reasonable effort to ensure that all product descriptions, prices, sizes, colours, and specifications are accurate. However, occasional errors or omissions may occur. We reserve the right to correct any errors, inaccuracies, or omissions at any time without prior notice. If a significant error affects your order, we will contact you where reasonably possible before dispatch.

Flower Substitution

C.3.8: Fresh flowers are seasonal products and availability may vary throughout the year. If a particular flower, foliage, or accessory is unavailable, we may substitute it with a similar item of equal or greater value while preserving the overall design and colour scheme. Suitable substitutions may also be made during peak seasons or supply shortages.

Flower Bud Stage

C.3.9: Some flowers may be delivered in bud form rather than fully open. Flowers delivered in bud are fresh and are intended to bloom naturally over the following days, allowing customers to enjoy them for longer.

Colour Variation

C.3.10: Flower colours shown on our website are intended as a guide only. Due to seasonal availability and natural variation, certain flower colours may differ from those displayed. Where necessary, we may substitute flowers with similar colours or suitable alternatives of equal or greater value.

Handmade Arrangements

C.3.11: Nearly all of our floral products are individually handmade by professional florists. As each arrangement is created by hand, slight variations in size, shape, flower placement, and overall presentation should be expected.

Product Sizes

C.3.12: We offer various product sizes, including Standard, Deluxe, Premium, and other size options where applicable. Customers should carefully review the selected product size before placing an order. Product images may display a larger size or upgraded version for illustration purposes. Customers should not assume they will receive a larger arrangement unless that size has been purchased.

Vases, Pots & Accessories

C.3.13: Unless specifically stated in the product description, vases, decorative containers, props, or accessories shown in product photographs are not included with the purchase. Vases may be purchased separately where available as an optional add-on gift. Plants may be supplied in a nursery pot, plastic pot, decorative pot, or another suitable container depending on availability. Customers should read the product description carefully or contact Customer Services if they require confirmation of what is included.

Product Dimensions

C.3.14: All product dimensions shown on our website are approximate and provided as a general guide only. As every floral arrangement is individually handcrafted using fresh flowers and seasonal materials, the final size, height, width, and overall shape may vary slightly. Where specific sizes are offered, such as Standard, Deluxe, Premium, or coffin spray lengths, the stated dimensions represent the approximate finished size of the arrangement.

Minor variations in dimensions shall not be considered a product defect and will not normally qualify for a refund or replacement. Unless otherwise stated, Online Flower Company currently delivers floral arrangements up to approximately 91 cm (3 feet) in length through our standard nationwide delivery service. Larger bespoke arrangements may be available for selected local delivery areas only and should be confirmed with our Customer Services before placing an order.

PART D.4

Pricing

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Prices & VAT

D.4.1 (Prices): All prices displayed on the Online Flower Company website are shown in Pound Sterling (£) and are correct at the time of publication. We reserve the right to change our prices at any time without prior notice.
D.4.2 (VAT): Unless otherwise stated, all prices displayed on our website include applicable UK Value Added Tax (VAT).

Pricing Errors

D.4.3: While we make every effort to ensure that all prices are accurate, pricing errors may occasionally occur. If an incorrect price has been published due to a typographical error, technical issue, or system malfunction, we reserve the right to correct the price, cancel the affected order, or contact the Customer before processing the order.
D.4.4: If payment has already been received for an incorrectly priced order, we will notify the Customer and arrange an appropriate refund where applicable.

Currency

D.4.5: All transactions are processed in Pound Sterling (£ GBP) only.
D.4.6: We do not currently accept payments in any other currency. Customers using international payment methods may be subject to exchange rates or additional charges applied by their bank or payment provider.

PART E.5

Promotional Offers & Discount Codes

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Promotional Offers

E.5.1: From time to time, Online Flower Company may offer promotional discounts, seasonal offers, or special campaigns. All promotional offers are subject to their individual terms and may be amended, suspended, or withdrawn at any time without prior notice.

Discount Codes

E.5.2: We may provide promotional discount codes, including but not limited to:

IFLORA1 – 10% discount.
WELCOME10 – 7% discount for eligible new customers.

E.5.3: Discount codes may be subject to expiry dates, minimum order values, product exclusions, or other promotional conditions.

Coupon Usage

E.5.4: Only one promotional code may normally be used per order unless otherwise stated. Discount codes cannot be exchanged for cash, transferred, or applied retrospectively after an order has been placed. We reserve the right to refuse, suspend, or cancel any promotional code where misuse, fraud, or unauthorised use is suspected.

Referral Programmes

E.5.5: Online Flower Company does not currently operate a referral or customer rewards programme. We reserve the right to introduce, modify, suspend, or withdraw any referral, loyalty, or rewards programme at any time without prior notice.

PART F.6

Ordering

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Order Information

F.6.1: When you place an order with Online Flower Company, we collect the information necessary to process, prepare, and deliver your order. We may share relevant delivery details with our trusted courier or delivery partners solely for the purpose of completing your order. We do not sell or rent your personal information to third parties.

Use of Order Information

F.6.2: We may use your order information to improve our products and services, provide customer support, send order updates, and, where permitted or with your consent, send promotional or marketing communications. Your personal information will always be handled in accordance with our Privacy Policy.

Fraud Prevention

F.6.3: Online Flower Company reserves the right to refuse, cancel, or place an order on hold if we reasonably suspect fraud, unauthorised payment, false information, or any unlawful activity. Where appropriate, additional verification may be requested before processing an order.

Customer Support

F.6.4: We aim to acknowledge and resolve most customer enquiries as quickly as possible, and many issues are resolved within 24 hours. However, more complex investigations may require additional time.

F.6.5: Customers can contact us by email at info@onlineflowercompany.mom. Where necessary, customers may also contact our Customer Services team by telephone during business hours.

Order Confirmation

F.6.6: An automatic order confirmation email confirms that we have received your order request. It does not constitute acceptance of your order.

F.6.7: All orders are subject to review and acceptance by the Online Flower Company. If we identify pricing errors, payment issues, stock shortages, suspected fraud, or any other operational problem, we reserve the right to cancel the order and issue an appropriate refund where applicable.

Right to Refuse Orders

F.6.8: We reserve the right to refuse or cancel any order where we reasonably believe that fulfilling the order would be unlawful, unsafe, impossible, or inconsistent with these Terms & Conditions.

Agreement to These Terms

F.6.9: By placing an order through our website or any authorised sales channel, you confirm that you have read, understood, and agreed to these Terms & Conditions and all other applicable company policies.

PART G.7

Payment

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Accepted Payment Methods

G.7.1: We accept payment through a range of secure payment methods, including Visa, Mastercard, major credit and debit cards, and other payment methods displayed during checkout. Available payment options may change from time to time without prior notice.

Payment Security

G.7.2: We are committed to maintaining the security of all payment transactions. Payments are processed through secure payment providers, and we do not store customers' full payment card details on our systems.

Payment Verification

G.7.3: For security and fraud prevention purposes, we may carry out additional payment verification checks. If we reasonably suspect that a payment has been made using an unauthorised, stolen, or fraudulent payment method, we reserve the right to place the order on hold, request further verification, or cancel the order.

Failed or Pending Payments

G.7.4: Orders will not be processed, prepared, or dispatched until full payment has been successfully received and confirmed.

G.7.5: If a payment is declined, pending, reversed, or otherwise unsuccessful, no floral arrangements or gift preparation will begin until payment has been completed.

Shipped Orders

G.7.6: Once an order has been dispatched to the courier or delivery partner, it may no longer be possible to stop or cancel the delivery. Any request made after dispatch will be considered on a case-by-case basis and in accordance with our Cancellation and Refund Policies.

Fraudulent Transactions

G.7.7: We reserve the right to refuse, cancel, or suspend any order where we reasonably believe that fraudulent activity, unauthorised payment, identity theft, or any unlawful conduct has occurred.

Chargebacks

G.7.8: Customers should contact Online Flower Company before requesting a chargeback from their bank or payment provider.

G.7.9: Where a chargeback is submitted after a successful delivery without a valid reason, or where fraudulent or abusive chargeback activity is suspected, we reserve the right to investigate the matter, dispute the chargeback with the payment provider, suspend future orders, and take any appropriate legal action where necessary.

Customer Responsibility

G.7.10: Customers are responsible for ensuring that they are authorised to use the selected payment method and that sufficient funds are available at the time of payment.

PART H.8

Delivery

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Delivery Service

H.8.1: Online Flower Company provides flower and gift delivery throughout the United Kingdom. We also offer international delivery to selected countries where available.

Delivery Areas

H.8.2: Delivery availability depends on the destination postcode and courier coverage. Some locations or products may be unavailable or subject to additional delivery restrictions.

Delivery Dates

H.8.3: Customers may select their preferred delivery date during checkout, subject to availability.

H.8.4: We do not currently offer same-day delivery. If a customer selects the current day or places an order expecting same-day delivery, we cannot guarantee fulfilment and accept no responsibility for any disappointment resulting from such expectations.

Next Day Delivery

H.8.5: We aim to provide next working day delivery across most areas of the United Kingdom.

H.8.6: While we make every reasonable effort to deliver on the requested date, next day delivery is not guaranteed unless the customer has selected our Guaranteed AM Delivery service. Delays caused by couriers, weather, traffic, operational issues, or circumstances beyond our reasonable control are not the responsibility of Online Flower Company.

Guaranteed AM Delivery

H.8.7: Customers may choose our Guaranteed AM Delivery service for £15.99, where available.

This service includes:

Guaranteed delivery before 1:00 PM on the next working day.
A signature may be required upon delivery.

For Funeral Orders:

H.8.8: Orders should be placed before 3:00 PM (UK time) for next working day AM delivery.
H.8.9: Customers should provide the funeral service time within the Delivery Instructions at checkout.
H.8.10: For funeral services beginning before 2:00 PM, customers should contact us before placing their order so that we can confirm the most suitable delivery option.

Delivery Charges

H.8.11: Delivery charges are displayed during checkout and may change from time to time without prior notice.

Delivery Times

H.8.12: Unless a guaranteed delivery service has been purchased, we cannot guarantee an exact delivery time.

H.8.13: Estimated delivery times are provided as a guide only and may vary due to operational requirements, courier schedules, weather conditions, traffic, or other unforeseen circumstances.

Weekend Deliveries

H.8.14: Weekend delivery may be available for selected products and delivery locations.

H.8.15: Online Flower Company reserves the right to amend, suspend, or withdraw weekend delivery services at any time without prior notice.

Delivery Partners

H.8.16: Depending on the delivery location, orders may be delivered by:

Online Flower Company's own delivery team; or
A trusted third-party courier.

H.8.17: We currently use Royal Mail for many of our nationwide deliveries but may use other courier partners where appropriate. We reserve the right to select the most suitable delivery provider for each order.

Safe Place Delivery

H.8.18: If the Customer provides Safe Place instructions, the courier may leave the order at the specified location where appropriate. Once the order has been successfully delivered to the nominated Safe Place, the delivery will be considered complete. Online Flower Company is not responsible for any loss, theft, damage, or deterioration occurring after a successful Safe Place delivery.

Redelivery

H.8.19: Where delivery cannot be completed due to an incorrect address, recipient unavailability, lack of access, or any reason attributable to the customer, additional delivery charges may apply for any redelivery attempt.

H.8.20: Where flowers deteriorate because delivery could not be completed due to circumstances caused by the Customer, Online Flower Company shall not be responsible for any loss, damage, refund, or replacement.

Delivery Delays

H.8.21: Although we always aim to deliver orders on time, delays may occasionally occur due to severe weather, transport disruption, courier operational issues, public holidays, strikes, or other events beyond our reasonable control.

H.8.22: Such delays shall not automatically entitle the customer to a refund or compensation where permitted by law.

Delivery Issues

H.8.23: If there is any problem with a delivery, customers should contact us as soon as reasonably possible.

H.8.24: To help us investigate efficiently, delivery-related complaints should normally be reported within 48 hours of delivery. Complaints made after this period may be more difficult to investigate due to the perishable nature of fresh flowers.

Signature

H.8.25: Where the selected delivery service requires a signature, the order will be considered successfully delivered once it has been signed for by the recipient or another person at the delivery address. Responsibility for the order transfers upon successful delivery.

Hospital Deliveries

H.8.26: Customers are responsible for providing the correct hospital name, ward, department, recipient's full name, and any other required delivery information.

H.8.27: We cannot guarantee delivery directly to the recipient, as hospitals may have their own delivery procedures and restrictions.

H.8.28: Online Flower Company is not responsible if the hospital refuses the delivery, delays the delivery, or if the recipient has been discharged, transferred, or is unavailable before delivery.

Funeral Director Deliveries

H.8.29: Customers must provide the correct funeral director's name, funeral location, service date, service time, the full name of the deceased, and any special delivery instructions. We are not responsible for delays or failed deliveries resulting from incorrect, incomplete, or late information provided by the Customer.

H.8.30: Customers must provide:

The funeral director's company name.
The complete delivery address.
Contact telephone number (where available).
Funeral reference number (if applicable).
The full name of the deceased.
The funeral date and time.

H.8.31: Once the funeral flowers have been successfully delivered to the funeral director, the order will be considered completed.

H.8.32: Online Flower Company is not responsible for how the flowers are stored, handled, or displayed after they have been accepted by the funeral director.

Business Deliveries

H.8.33: Deliveries to business premises may be accepted by reception staff, security personnel, mailroom staff, or any authorised employee on behalf of the recipient.

H.8.34: Once the order has been accepted at the business premises, it will be considered successfully delivered.

Hotel Deliveries

H.8.35: Customers must provide the correct hotel name, guest name, room number (where available), and arrival details.

H.8.36: We are not responsible if the recipient has already checked out, is not registered at the hotel, or if the hotel refuses to accept the delivery.

University Deliveries

H.8.37: Many universities only accept deliveries through designated reception areas or mailrooms.

H.8.38: Customers are responsible for providing complete delivery information, including the student's name, department, building, hall of residence, or room number where applicable.

H.8.39: We cannot accept responsibility for delays caused by university delivery procedures.

Military Addresses

H.8.40: Deliveries to military establishments are subject to security procedures, access restrictions, and operational requirements.

H.8.41: Delivery times may therefore vary, and we cannot guarantee delivery within a specific timeframe where military security procedures apply.

Failed Delivery For Incorrect Address

H.8.42: Customers are responsible for providing a complete and accurate delivery address, including the correct postcode, house number, flat or apartment number, recipient's name, and contact telephone number.

H.8.43: If incorrect, incomplete, or inaccurate delivery information is provided, Online Flower Company shall not be responsible for any delivery delay, failed delivery, additional delivery charges, or any resulting loss.

H.8.44: Where reasonably possible, we may attempt to contact the Customer to clarify missing or incorrect information. However, we cannot guarantee that this will always be possible, and the order may be delayed as a result.

H.8.45: If a delivery cannot be completed due to incorrect information supplied by the Customer, any additional delivery costs or redelivery charges shall be the Customer's responsibility.

H.8.46: Where the delivery issue is found to have been caused by Online Flower Company, we may, at our sole discretion, offer a replacement, full refund, or partial refund where appropriate.

Refused Delivery

H.8.47: If a delivery is refused by the recipient, business reception, hospital, funeral director, hotel, university, or any other authorised person at the delivery address, the order will be considered a failed delivery. As fresh flowers and many gift items are perishable goods, we are generally unable to offer a refund or replacement where a delivery has been refused, unless required by applicable consumer law.

Failed Delivery

H.8.48: A delivery may fail for reasons including, but not limited to:

The recipient is unavailable.
An incorrect or incomplete delivery address has been provided.
The postcode, house number, or flat number is incorrect.
Access to the property is restricted or unavailable.
Security gates or entry systems prevent access.
Apartment or building access is denied.
A loose or aggressive animal makes delivery unsafe.
Severe weather or other unexpected circumstances prevent delivery.
The courier is unable to complete the delivery for operational reasons.

H.8.49: Where permitted, the courier may leave the parcel in a safe place or with a neighbour in accordance with the delivery instructions or the courier's policy.

H.8.50: Once a delivery has been safely completed, Online Flower Company shall not be responsible for any loss, theft, damage, or deterioration occurring after delivery.

H.8.51: Where redelivery is possible, additional delivery charges may apply.

H.8.52: Due to the perishable nature of fresh flowers, product quality may deteriorate following repeated delivery attempts or extended delays. Online Flower Company shall not be responsible for any deterioration resulting from circumstances beyond our reasonable control or caused by the Customer.

Extreme Weather

H.8.53: Severe weather conditions, including snow, storms, flooding, or extreme temperatures, may affect our ability to deliver orders on the requested date.

H.8.54: While we will make every reasonable effort to complete deliveries as soon as possible, delivery dates cannot always be guaranteed during extreme weather conditions.

H.8.55: Online Flower Company shall not be responsible for delays caused by severe weather or other circumstances beyond our reasonable control.

Tracking

H.8.56: Where tracking is available, we will provide the Customer with a tracking number after the order has been dispatched.

H.8.57: Customers can use the tracking number to monitor the progress of their delivery through the relevant courier's tracking service.

H.8.58: If you have not received your tracking information within a reasonable time after dispatch, please contact our Customer Care team and we will be happy to assist you.

PART I.9

Funeral Orders

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Funeral Deliveries

I.9.1: We understand the importance of funeral flower deliveries and make every reasonable effort to ensure that funeral tributes are delivered on time.

I.9.2: We can deliver funeral flowers to funeral directors, churches, crematoriums, cemeteries, private addresses, or other approved delivery locations.

I.9.3: Customers are responsible for providing accurate funeral information, including the full name of the deceased, delivery address, funeral date, funeral service time, and any special delivery instructions.

I.9.4: Online Flower Company shall not be responsible for delays or failed deliveries resulting from incorrect, incomplete, or inaccurate information provided by the Customer.

Funeral Timing

I.9.5: We always aim to deliver funeral flowers before the scheduled funeral service whenever reasonably possible.

I.9.6: For the best service, we strongly recommend placing funeral orders at least 2 days before the funeral date.

I.9.7: Customers must provide the correct funeral date and service time when placing the order.

I.9.8: Orders placed at short notice may not always be delivered before the service begins.

I.9.9: During peak periods or unforeseen circumstances, slight delivery delays may occasionally occur despite our best efforts.

Church Deliveries

I.9.10: Customers must provide:

The full name of the church.
The complete delivery address.
The funeral service date.
The funeral service time.
The full name of the deceased.

I.9.11: Where a church has specific delivery procedures or accepts flowers only during certain hours, we will follow those requirements where reasonably possible.

I.9.12: Online Flower Company is not responsible if the church is closed, refuses delivery, or if incorrect information provided by the Customer results in a failed delivery. Additional delivery charges may apply where redelivery is required.

Crematorium Deliveries

I.9.13: Customers should provide:

The full name of the crematorium.
The complete delivery address.
The chapel name (where applicable).
The funeral service date and time.
The full name of the deceased.

I.9.14: We will follow the crematorium's delivery procedures wherever possible.

I.9.15: We are not responsible if the crematorium changes its delivery arrangements, refuses delivery, or if incorrect information supplied by the Customer causes delivery problems.

Funeral Delivery Delays

I.9.16: Our Standard Next Day Delivery service does not guarantee delivery by a specific time. Customers requiring delivery before a particular time should select our AM Express Delivery (Guaranteed Before 1:00 PM) service where available.

I.9.17: Although we make every reasonable effort to deliver funeral flowers on time, we cannot accept responsibility for delays caused by courier operations, traffic, severe weather, road closures, or other circumstances beyond our reasonable control. Unless required by applicable consumer law, late delivery under the Standard Next Day Delivery service will not automatically qualify for a refund or replacement.

Late Changes

I.9.18: Customers should notify us as soon as possible if they need to amend a funeral order. Changes requested before production or dispatch will be accommodated where reasonably possible. Once production has started or the order has been dispatched, changes cannot be guaranteed. Additional charges may apply where amendments require extra materials, labour, or redelivery.

PART J.10

Cancellation

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Customer Cancellation

J.10.1: Cancellation Request: Customers wishing to cancel an order must submit their cancellation request by email only.

J.10.2: Cancellation Confirmation: A cancellation request is not considered accepted until it has been confirmed by Online Flower Company.

J.10.3: Cancellation Fee: In the event of order cancellation, a cancellation fee will be charged in accordance with the applicable administrative fee.

J.10.4: Fee Calculation: The exact cancellation charge will depend on the stage of order processing and the costs already incurred.

Administrative Fee For Cancellation

J.10.5: Where a cancellation request is approved before production begins, a refund may be issued after deducting any applicable administration and operational costs. These costs may include payment processing fees, administration, communication, supplier charges, and other expenses already incurred.

J.10.6: Our standard administrative fee is currently 30% to 35% of the order value. The exact amount deducted will depend on the stage of order processing.

J.10.7: If flowers or materials have already been purchased, or production has commenced, the refund amount may be reduced further or no refund may be available. Each cancellation request will be reviewed individually.

Perishable Goods Cancellation

J.10.8: Fresh flowers, plants, fresh greenery, and most of our floral products are perishable goods. Due to their perishable nature, certain cancellation rights under the Consumer Contracts Regulations 2013 may not apply once preparation or production has begun.

J.10.9: These products are individually prepared and dispatched shortly after an order is placed. Once production or dispatch has begun, orders cannot normally be cancelled.

J.10.10: Orders cannot be returned or refunded simply because the Customer has changed their mind after delivery. If a product arrives damaged, of unsatisfactory quality, or if an error has been made by Online Flower Company, the matter will be considered in accordance with our Refund and Complaints Policies.

J.10.11: Customers should report any quality issues within 48 hours of delivery. Complaints received after this period may not be accepted due to the perishable nature of the products.

Bespoke & Personalised Orders Cancellation

J.10.12: Bespoke or personalised products include, but are not limited to:

Custom Bouquets
Funeral Tributes
Letter Tributes
Heart Tributes
Cross Tributes
Pillow Tributes
Printed Ribbons
Personalised Floral Arrangements

J.10.13: As these products are made specifically to the Customer's requirements, cancellation may only be considered before production begins. Once production has started, cancellation or a full refund will not normally be available.

J.10.14: Where a product has already been completed, refunds will only be considered if there is a quality issue or an error for which Online Flower Company is responsible. Depending on the circumstances, we may offer a replacement, partial refund, or full refund at our discretion and in accordance with applicable consumer law.

Already Dispatched Orders Cancellation

J.10.15: Once an order has been dispatched or collected by the courier, including Royal Mail or any other delivery partner, cancellation is no longer possible.

J.10.16: Any refund request after dispatch will be considered in accordance with our Refund Policy and applicable consumer law.

Peak Season Cancellations

J.10.17: During busy periods, including Valentine's Day, Mother's Day, Christmas, and other peak trading seasons, flowers and materials are often purchased well in advance.

J.10.18: For this reason, different cancellation terms may apply during peak seasons, and cancellation requests may be refused or subject to higher cancellation charges where permitted by law.

Refund Processing After Cancellation

J.10.19: Customers wishing to request a refund must submit their request by email within 48 hours of delivery. Refund requests made by telephone, live chat, social media, or other customer service messaging channels will not normally be accepted, unless Online Flower Company agrees otherwise at its sole discretion.

J.10.20: Due to the perishable nature of fresh flowers and floral products, refund requests submitted after 48 hours of delivery will not normally be accepted.

J.10.21: If the Customer believes there is a quality issue or any other problem with the delivered product, they must notify us by email within the 48-hour period and, where requested, return the product to the address provided by Online Flower Company. The Customer is responsible for all return shipping or delivery costs unless otherwise agreed by Online Flower Company.

J.10.22: Once the returned product has been received and inspected, the refund request will be reviewed. Depending on the condition and quality of the returned product, Online Flower Company may, at its discretion, approve either a full refund or a partial refund.

J.10.23: Where a refund is approved, it will be issued to the original payment method used for the order. Online Flower Company is not responsible for delays caused by banks, card issuers, payment providers, or other third-party financial institutions.

Consumer Rights

J.10.24: Nothing in these Terms & Conditions limits or excludes the Customer's statutory rights under applicable UK law. Customers' rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and any other applicable legislation shall continue to apply where relevant. However, due to the nature of fresh flowers and other perishable goods, certain cancellation rights may not apply as permitted by law.

J.10.25: Where any provision of these Terms & Conditions conflicts with applicable legislation, the relevant legal rights shall take precedence.

PART K.11

Returns

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Fresh Flowers

K.11.1: Due to the perishable nature of fresh flowers, customers may request a return within 48 hours of delivery.

K.11.2: Once the returned product has been received, its condition and flower quality will be inspected. Based on the results of this inspection, a full refund or a partial refund may be issued, depending on the quality and condition of the returned flowers.

K.11.3: Customers are responsible for all return shipping and any other costs associated with returning the product.

Plants & Gift Items

K.11.4: If a plant or gift item is delivered incorrectly, damaged, or does not match the order, please contact our Customer Care team as soon as possible. Where appropriate, we may offer a replacement, partial refund, or full refund. If a return is required, the Customer will normally be responsible for the return delivery costs unless the error was caused by Online Flower Company.

Damaged Products

K.11.5: If a product arrives damaged during delivery, customers should notify us within 48 hours of receiving the order and provide clear photographic evidence. Following our investigation, we may, at our discretion, offer one of the following:

A replacement product.
A partial refund.
A full refund.

The appropriate resolution will depend on the nature and extent of the damage.

Missing Items

K.11.6: If any item is missing from your order, please contact us within 48 hours of delivery. After investigating the claim, Online Flower Company may, at its discretion, arrange a redelivery of the missing item, provide a suitable replacement, or issue a partial or full refund where appropriate.

Return Conditions

K.11.7: Where a return has been authorised by Online Flower Company, the returned product should be sent back in its original condition and packaging where reasonably possible.

K.11.8: Unauthorised returns may not be accepted or refunded.

PART I.12

Complaints

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Complaint Deadlines & Photo/Video Evidence

I.12.1: Complaint Deadline: Customers should report any complaint relating to the quality, condition, or delivery of their order within 48 hours of delivery. Due to the perishable nature of fresh flowers, complaints received after this period may not be accepted, as it may no longer be possible to accurately investigate the condition of the product. In exceptional circumstances, Online Flower Company may consider complaints submitted after 48 hours at its sole discretion.

I.12.2: Photo Requirements: To help us investigate a complaint, customers may be asked to provide clear, unedited photographs of the product, including:

The complete bouquet or arrangement.
Close-up photographs of the affected flowers or product.
The packaging and wrapping.
The courier delivery label.
Any damaged areas.
The product before it has been placed into water or a vase (where applicable).

Edited, filtered, or altered images may not be accepted as evidence.

I.12.3: Video Evidence: Video evidence is not required for every complaint. However, where necessary, we may request a video showing the parcel being opened, packaging condition, water leakage, broken items, or damaged flowers. Video evidence helps us investigate certain complaints more accurately.

Packaging Retention & Investigation

I.12.4: Original Packaging: Customers should retain the original box, packaging, wrapping, delivery label, and any damaged items until the investigation has been completed. If these items are disposed of before our investigation is finished, it may not be possible to fully assess the complaint, and this may affect the outcome of the claim.

I.12.5: Investigation Process: Each complaint is reviewed individually. As part of our investigation, we may examine:

Courier tracking information.
Delivery confirmation and GPS records (where available).
Delivery photographs.
Florist preparation and packing records.
Customer photographs or videos.
Supplier information (where relevant).

We may also request additional information or evidence where necessary before making a final decision.

Response Times & Independent Review

I.12.6: Response Times: We aim to acknowledge all complaints promptly and resolve most complaints within 24 hours of receiving all the necessary information. More complex cases may require additional investigation and may therefore take longer to resolve.

I.12.7: Independent Review: If a customer is dissatisfied with the outcome of a complaint, they may request that the matter be reviewed again. The complaint may be reconsidered by a senior member of staff or referred to management for a further independent review.

Escalation Procedure

I.12.8: Escalation: If a complaint cannot be resolved through our Customer Care team, it may be escalated to Senior Management or the Company Director for further consideration. If the matter remains unresolved, either party may pursue any legal rights or remedies available under the applicable laws of England and Wales.

Abuse of Customer Service Policy

I.12.9: Zero Tolerance: We are committed to treating all customers with respect and expect the same courtesy in return. We will not tolerate abusive, threatening, offensive, discriminatory, or harassing behaviour towards our employees or representatives.

Where such behaviour occurs, Online Flower Company reserves the right to:

Refuse further communication.
Restrict or suspend the Customer's account.
Cancel any pending orders where appropriate.
Refuse future orders where permitted by law.

These actions will only be taken where reasonably necessary to protect our staff and business.

Record Keeping

I.12.10: Data Retention: To help us investigate complaints and improve our services, we may retain complaint records, correspondence, photographs, videos, and other relevant information for at least 30 days after the complaint has been resolved. In some cases, records may be retained for a longer period where required by law, for fraud prevention, insurance purposes, legal proceedings, or legitimate business interests.

PART M.13

Customer Responsibilities

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Address & Contact Details

M.13.1: Correct Address: Customers are responsible for providing a complete and accurate delivery address when placing an order. This includes the correct house number, street name, town, county (where applicable), and postcode. Online Flower Company shall not be responsible for delivery delays or failed deliveries resulting from incorrect or incomplete address details provided by the Customer. Where redelivery is required due to incorrect address information, additional delivery charges may apply.

M.13.2: Phone Number: Customers should provide a valid telephone number for themselves or the recipient. We may use this number if we need to clarify delivery details or resolve any delivery-related issues. If an incorrect or invalid telephone number is provided, and this results in a delivery delay or failed delivery, Online Flower Company shall not be held responsible.

Recipient Availability

M.13.3: Customers are responsible for ensuring that the recipient is available to receive the delivery on the selected delivery date. If the recipient is unavailable, the courier may leave the parcel in a safe place, with a neighbour, or arrange redelivery in accordance with the courier's delivery policy. Multiple delivery attempts cannot always be guaranteed.

Building Access & Specifics

M.13.4: Building Access: For deliveries to flats, apartments, offices, hospitals, universities, or other restricted buildings, Customers must ensure that appropriate access arrangements are available. Where applicable, Customers should provide reception details, concierge information, or other relevant access instructions. If delivery cannot be completed because access is unavailable, additional delivery charges may apply for any redelivery.

M.13.5: Apartment & Unit Numbers: Customers must provide the correct flat number, apartment number, floor number, block number, or unit number where applicable. Failure to provide complete address information may result in delayed or failed delivery, for which Online Flower Company accepts no responsibility.

M.13.6: Gate Codes: Where access requires a gate code, door entry code, intercom number, security code, or similar access information, Customers must provide these details when placing their order. If delivery cannot be completed because the required access information is missing or incorrect, Online Flower Company shall not be responsible for any resulting delay or failed delivery.

Delivery Instructions

M.13.7: Customers may provide reasonable delivery instructions, including but not limited to:

Leave with a neighbour.
Leave in the porch.
Leave in a secure shed.
Call on arrival.
Deliver to reception.

We will make every reasonable effort to follow these instructions where possible. However, delivery instructions cannot always be guaranteed and may be declined where they conflict with courier policies, security requirements, or the driver's professional judgement.

Card Messages

M.13.8: Customers are responsible for ensuring that all card messages are accurate before submitting their order. We will reproduce the message as provided by the Customer and are not responsible for spelling, grammar, punctuation, names, dates, or other errors supplied by the Customer. We reserve the right to refuse messages containing offensive, abusive, discriminatory, unlawful, or inappropriate content. Once an order has entered production or has been dispatched, card messages cannot normally be changed.

PART N.14

Website Terms & Security

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Lawful Use

N.14.1: Customers and visitors must use this Website only for lawful purposes. You must not use this Website for any illegal, fraudulent, harmful, or unauthorised activity, including but not limited to:

Hacking or attempting to gain unauthorised access.
Data scraping or automated data collection.
Using bots, scripts, or automated software without our permission.
Sending spam or malicious communications.
Uploading unlawful or harmful content.
Interfering with the operation, security, or performance of the Website.

Online Flower Company reserves the right to suspend access, cancel orders, restrict accounts, or take legal action where unlawful or prohibited use is identified.

Account Security

N.14.2: Where customer accounts are available, Customers are responsible for keeping their username, password, and login credentials secure. The Customer is responsible for all activities carried out using their account. If you believe your account has been accessed without authorisation, you must notify us immediately. For security reasons, Online Flower Company may temporarily suspend or permanently close an account where suspicious, fraudulent, or unauthorised activity is detected.

Website Availability

N.14.3: We make every reasonable effort to keep our Website available at all times. However, the Website may occasionally be unavailable due to maintenance, software updates, technical issues, server failures, cyber incidents, or circumstances beyond our reasonable control. We do not guarantee uninterrupted access to the Website and shall not be liable for temporary interruptions or service unavailability. We reserve the right to modify, update, suspend, or discontinue any part of the Website at any time without prior notice.

Malware & System Security

N.14.4: Customers and visitors must not knowingly introduce viruses, malware, ransomware, trojans, spyware, or any other malicious software onto our Website.

You must not attempt to hack, penetrate, test, scan, overload, or interfere with the security or functionality of the Website without our prior written permission.

Any attempt to compromise the security of our systems may result in immediate access restrictions, order cancellation, account suspension, and legal action where appropriate.

Third-Party Links

N.14.5: Our Website may contain links to third-party websites, services, or resources for your convenience. These external websites are not operated or controlled by Online Flower Company. We are not responsible for the content, accuracy, availability, privacy practices, products, services, or policies of any third-party website. Accessing and using third-party websites is entirely at the Customer's own risk, and Customers should review the relevant terms and privacy policies before using those websites.

PART O.15

Intellectual Property

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Copyright & Trademarks

O.15.1: Copyright: All content available on this Website, including but not limited to text, product descriptions, articles, logos, graphics, icons, images, banners, documents, designs, layouts, and software, is owned by or licensed to Online Flower Company and is protected by UK and international copyright laws. No part of this Website may be copied, reproduced, modified, published, distributed, or used for commercial purposes without our prior written permission. You may view, download, or print Website content only for your personal and non-commercial use.

O.15.2: Trademarks: The names Online Flower Company, OFC Florist, iFlora, together with our logos, branding, slogans, and other brand identifiers, are our intellectual property or are used under licence. These trademarks must not be used, reproduced, or displayed without our prior written permission. You must not use our brand in any way that may confuse customers or suggest any partnership, endorsement, or affiliation where none exists.

Images & Visual Content

O.15.3: All product photographs, lifestyle images, funeral tribute images, graphics, banners, icons, illustrations, and other visual content displayed on this Website are owned by Online Flower Company or used under an appropriate licence. Without our prior written permission, you must not copy, download, reproduce, edit, distribute, publish, or use any images for commercial purposes, social media, online marketplaces, advertising, or any other website. Removing watermarks or editing our images for reuse is strictly prohibited.

Product Descriptions & SEO Content

O.15.4: All product descriptions, category descriptions, buying guides, flower care guides, blog articles, and SEO content published on this Website are the intellectual property of Online Flower Company. You must not copy, reproduce, rewrite, paraphrase, spin, translate, or republish our content, including by using AI or automated tools, without our prior written permission. The use of our content to improve search engine rankings or for competing commercial purposes is strictly prohibited.

AI-Generated Content

O.15.5: Some content published on this Website may be created or edited with the assistance of artificial intelligence (AI) tools. All AI-assisted content is reviewed, edited, and approved by Online Flower Company before publication.

Regardless of how the content is created, all copyright and intellectual property rights remain the property of Online Flower Company or the relevant rights holder. AI-generated or AI-assisted content may not be copied, republished, or commercially used without our written permission.

Website Copying & Scraping Prohibition

O.15.6: You must not copy or reproduce the design, layout, navigation, category structure, database, product information, source content, or any substantial part of this Website without our prior written permission. The use of automated tools, including bots, spiders, crawlers, scraping software, or data mining technologies, to collect information from this Website is strictly prohibited. Online Flower Company reserves the right to take legal action against any unauthorised copying, scraping, or misuse of its intellectual property.

User-Generated Content

O.15.7: Customers may submit reviews, ratings, photographs, testimonials, or other content to our Website. By submitting such content, Customers grant Online Flower Company a non-exclusive, worldwide, royalty-free licence to use, display, reproduce, publish, edit, and promote that content for marketing, advertising, and business purposes. Customers confirm that they own the content submitted or have the necessary permission to share it.

We reserve the right to remove, edit, or refuse any user-generated content that is unlawful, misleading, offensive, abusive, defamatory, fraudulent, or otherwise inappropriate.

No third party may copy, reproduce, or use customer reviews, photographs, or other user-generated content from our Website without the prior written permission of Online Flower Company.

PART P.16

Force Majeure

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General Principle

P.16.1: Online Flower Company shall not be liable for any delay, interruption, or failure to perform its obligations where such delay or failure is caused by events beyond our reasonable control. Where a Force Majeure Event occurs, we will make every reasonable effort to minimise disruption and resume normal operations as soon as reasonably possible.

Severe Weather (Flood, Snow, Storms)

P.16.2: Flood: Flooding may prevent access to delivery locations, suppliers, or courier networks. Where flooding affects our operations or delivery services, orders may be delayed, rescheduled, or cancelled where necessary.

P.16.3: Snow: Heavy snowfall, ice, or severe winter weather may affect transport and courier services. Deliveries, particularly to remote areas, may be delayed until it is safe to resume normal operations.

P.16.4: Storm: Storms, high winds, heavy rain, or other severe weather conditions may temporarily prevent deliveries. Where delivery would be unsafe for our staff or courier partners, deliveries may be postponed until conditions improve.

Industrial Action & Strikes

P.16.5: We shall not be responsible for delays caused by:

Royal Mail industrial action.
Courier strikes.
Transport strikes.
Industrial disputes.
Other labour-related disruptions beyond our control.

War, Armed Conflict & Pandemics

P.16.6: War & Civil Unrest: Events including war, armed conflict, terrorism, civil unrest, national emergencies, or similar situations may affect our suppliers, courier services, or business operations. Where such events prevent us from fulfilling our obligations, we shall not be liable for any resulting delay or failure.

P.16.7: Pandemics & Public Health: Pandemics, epidemics, public health emergencies, or similar events may result in:

Reduced flower availability.
Supplier shortages.
Staff shortages.
Delivery delays.
Government health restrictions.

Where these circumstances affect our services, we will continue to operate where reasonably possible but cannot guarantee normal service levels.

Government Action & Restrictions

P.16.8: Our services may be affected by government actions, including:

Lockdowns.
Emergency legislation.
Import or export restrictions.
Road closures.
Travel restrictions.
Government orders or regulatory requirements.

Where such measures affect our ability to operate, deliveries may be delayed or temporarily suspended.

Power Outages & Cyber Attacks

P.16.9: Power Outage: Power failures, internet outages, telephone failures, data centre interruptions, or other infrastructure failures may temporarily affect our Website, order processing, payment systems, or Customer Care services. We will restore normal operations as quickly as reasonably possible.

P.16.10: Cyber Attack: Online Flower Company takes reasonable steps to protect its systems and customer information. However, cyber incidents including hacking, ransomware, malware, phishing, distributed denial-of-service (DDoS) attacks, or other cyber security events may temporarily disrupt our Website, ordering systems, or business operations. Where such incidents occur, we will take appropriate technical and security measures to protect customer data, investigate the incident, and restore our services as quickly as reasonably possible.

Other Force Majeure Events

P.16.11: Force Majeure Events may also include, but are not limited to:

Fire or explosion.
Earthquakes or other natural disasters.
Major transport disruption.
Fuel shortages.
Supplier failure beyond our reasonable control.
Public utility failures.
Any other unforeseen event beyond our reasonable control.

In all such circumstances, Online Flower Company shall not be liable for delays or failure to perform its contractual obligations where permitted by applicable law.

PART Q.17

Legal

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Governing Law & Jurisdiction

Q.17.1: These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising out of or in connection with these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable law provides otherwise.

Nothing in these Terms & Conditions limits or excludes any statutory rights available to Customers under applicable law.

Alternative Dispute Resolution (ADR)

Q.17.2: Online Flower Company is committed to resolving disputes fairly and efficiently. Customers should first contact our Customer Care team so that we can attempt to resolve any issue informally. Where appropriate, complaints may be reviewed by Senior Management.

If both parties agree, the dispute may be referred to an Alternative Dispute Resolution (ADR) process before legal proceedings are commenced. Nothing in this section prevents either party from exercising their legal rights through the courts where permitted by law.

Changes to Terms

Q.17.3: Online Flower Company reserves the right to update, amend, or replace these Terms & Conditions at any time. Any revised version will become effective once it is published on our Website unless otherwise stated.

By continuing to use our Website or placing an order after any changes have been published, Customers agree to the updated Terms & Conditions.

Where appropriate, we may publish a notice on our Website highlighting significant changes.

Entire Agreement

Q.17.4: These Terms & Conditions, together with our Privacy Policy, Delivery Policy, Refund Policy, and any other applicable policies published on our Website, constitute the entire agreement between the Customer and Online Flower Company.

No verbal statements, representations, or informal communications shall form part of this agreement unless confirmed by us in writing.

Severability

Q.17.5: If any provision of these Terms & Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed severed from the remaining Terms & Conditions.

The remaining provisions shall continue in full force and effect.

Waiver

Q.17.6: If Online Flower Company does not immediately enforce any right or provision under these Terms & Conditions, this shall not be considered a waiver of that right.

Any delay or failure to exercise a right shall not prevent us from exercising that right at a later date.

Third Party Rights

Q.17.7: These Terms & Conditions are intended solely for the benefit of Online Flower Company and the Customer.

Except where expressly provided by law, no third party shall have any right to enforce any provision of these Terms & Conditions under the Contracts (Rights of Third Parties) Act 1999.

PART R.18

Special Terms & Product Specific Conditions

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Flower Care Disclaimer

R.18.1: Fresh flowers are natural and perishable products. Their lifespan depends on environmental conditions, temperature, and proper care. Customers should follow our Flower Care Instructions to help maximise the freshness and longevity of their flowers. Flowers should be placed in clean water, the water should be changed regularly, and they should be kept away from direct sunlight, radiators, heaters, and air conditioning units. Failure to follow these care instructions may reduce the lifespan of the flowers. Refunds or replacements may not be available where deterioration results from improper care after delivery.

Allergies Disclaimer

R.18.2: Some flowers and plants may contain pollen, fragrance, sap, or other natural substances that could cause allergic reactions. It is the Customer's responsibility to ensure that the Recipient does not have any known allergies before placing an order. Online Flower Company does not provide medical advice and accepts no liability for allergic reactions or health-related issues unless required by applicable law.

Pet Toxicity Warning

R.18.3: Certain flowers and plants may be harmful or toxic to cats, dogs, or other pets. Customers should ensure that floral arrangements are kept out of reach of animals where appropriate. Customers are encouraged to check the suitability of specific flowers before ordering. Online Flower Company accepts no responsibility for illness, injury, or damage caused by exposure of pets to flowers or plants supplied by us.

Balloon Policy

R.18.4: Balloon colours, designs, and styles are subject to availability and may vary from the images displayed on our Website. Balloons naturally lose air or helium over time and may also be affected by temperature, sunlight, or sharp objects. Normal deflation after delivery does not constitute a product fault and will not qualify for a refund or replacement. Adult supervision is recommended whenever balloons are used by children.

Chocolate Melt Disclaimer

R.18.5: Chocolate products may soften or melt during periods of warm weather or high temperatures. We take reasonable care to package all chocolate products appropriately; however, we cannot guarantee that chocolates will arrive in perfect condition during extreme weather. Minor melting or softening will not normally qualify for a refund. Where products arrive significantly damaged, we will review the matter in accordance with our Complaints and Refund Policy.

Corporate Orders

R.18.6: Customers are encouraged to contact us in advance for corporate or business orders. Large business orders may require a separate quotation, advance deposit, or full payment before production begins. Customers are responsible for providing accurate company details, delivery information, and any special requirements. VAT invoices can be provided upon request where applicable. Delivery schedules will be agreed in advance and all orders remain subject to stock availability and seasonal flower availability.

Wedding Flowers

R.18.7: Wedding flower orders are handled through a consultation and quotation process. A booking deposit may be required to secure the order, with the remaining balance payable before the agreed due date. Due to seasonal availability, some flowers may be substituted with suitable alternatives of equal or greater value while maintaining the overall design. Any requests to change colours, designs, quantities, or delivery details should be made as early as possible. Customers are responsible for providing accurate venue and delivery information. Wedding flowers are bespoke products and are subject to separate cancellation and refund terms.

Bulk Orders

R.18.8: Customers are encouraged to place bulk orders well in advance to ensure availability. All bulk orders are subject to stock availability and seasonal flower availability. Special pricing may be offered depending on the quantity ordered. An advance payment or deposit may be required before production begins. Additional preparation time may be necessary for large orders. Custom packaging or presentation may be available upon request. Delivery schedules will be agreed before dispatch. Once production has commenced, changes, cancellations, or refunds may be limited or unavailable.

PART S.19

Business Policies

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SEO Spam Protection

S.19.1: The use of automated bots, spam software, AI scrapers, or any similar technology to collect data from our Website without prior written permission is strictly prohibited. Customers and third parties must not engage in search engine manipulation, fake traffic generation, SEO attacks, or any activity intended to harm the performance, security, or search rankings of our Website. Bulk copying of product information, category content, or other Website data without authorisation is prohibited. We reserve the right to take legal action against any unauthorised use.

User Generated Reviews

S.19.2: Customers are encouraged to leave honest reviews based on their genuine experience. Reviews must not contain false, misleading, abusive, defamatory, offensive, or unlawful content. We reserve the right to moderate, edit, reject, or remove any review that breaches these Terms or our review guidelines. By submitting a review, Customers grant Online Flower Company permission to display and use the review for Website content, marketing, and promotional purposes.

AI Chat Support Disclaimer

S.19.3: Our Website may include an AI-powered chat assistant to provide general information and customer support. Information provided by the AI is for guidance only and should not be considered legally binding or a final business decision. Any information relating to orders, refunds, cancellations, complaints, or legal matters should be confirmed with our Customer Care team before being relied upon.

Abandoned Orders

S.19.4: If a Customer leaves the checkout process before completing payment, we may send reminder emails or notifications regarding the incomplete order. Shopping carts may be cleared automatically after a period of inactivity. Products are not reserved until payment has been successfully completed. Prices, promotions, and product availability may change before an order is completed.

Chargeback Abuse Policy

S.19.5: Customers should contact our Customer Care team before initiating a chargeback with their payment provider. We reserve the right to investigate any chargeback claim and to provide evidence where we believe the claim is inaccurate or fraudulent. Fraudulent or abusive chargebacks may result in future orders being refused, account restrictions, and recovery of reasonable administrative costs where permitted by law.

Fraud Investigation

S.19.6: To protect our Customers and business, suspicious orders may be subject to additional security checks. We may request identity verification, payment verification, or further information before processing an order. Orders suspected of fraud may be placed on hold, cancelled, or refused. Where appropriate, we may cooperate with payment providers, financial institutions, and law enforcement authorities.

Delivery Photo Policy

S.19.7: Our courier or delivery driver may take a photograph of the delivered parcel as proof of successful delivery. Delivery photographs will be used solely for delivery verification, customer service, and dispute resolution purposes. Images will be stored and processed in accordance with applicable privacy laws and will not be used for marketing without the Customer's consent.

Eco Packaging Policy

S.19.8: We are committed to reducing our environmental impact wherever reasonably possible. We aim to use recyclable or environmentally friendly packaging materials and minimise unnecessary plastic packaging. Customers are encouraged to recycle or responsibly dispose of packaging after delivery. Packaging materials may vary depending on stock availability.

PART T.20

Delivery Partner & Seasonal Policies

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Royal Mail Delay Policy

T.20.1: Royal Mail is one of our delivery partners; however, its services operate independently of Online Flower Company. Delivery delays caused by Royal Mail, including operational issues, industrial action, severe weather, or other circumstances beyond our control, may affect delivery times. We will monitor tracking information and provide reasonable assistance where possible, but we cannot accept liability for delays outside our control.

DPD Delay Policy

T.20.2: Where DPD is used as the delivery partner, any operational delays remain outside our direct control. We will contact DPD where appropriate and keep Customers informed whenever possible. Refunds or replacements will be considered in accordance with our Refund Policy and the circumstances of each case.

Heatwave Policy

T.20.3: During periods of exceptionally hot weather, the lifespan of fresh flowers may be reduced and heat-sensitive products, including chocolates, may soften or melt. We take reasonable care to package products appropriately; however, Customers should unpack and care for products promptly after delivery to help preserve their quality.

Valentine's Day Policy

T.20.4: Valentine's Day is one of our busiest trading periods. Due to exceptionally high order volumes, specific delivery time slots cannot be guaranteed unless an eligible guaranteed delivery service has been purchased. Seasonal flower substitutions may occasionally be necessary. Changes, cancellations, or amendments to orders may be limited during this period. Customers are strongly encouraged to place orders as early as possible.

Mother's Day Policy

T.20.5: Mother's Day is a peak trading period with exceptionally high demand. Product availability may vary, and seasonal flower substitutions of equal or greater value may be required. Delivery times may be affected by increased courier volumes. Customers are encouraged to place orders well in advance to avoid disappointment.

Christmas Delivery Policy

T.20.6: During the Christmas period, courier schedules may change due to Bank Holidays, increased parcel volumes, and seasonal demand. Last order dates will be published on our Website where applicable. Delivery times may also be affected by adverse weather conditions and holiday traffic. Customers are encouraged to place Christmas orders as early as possible.

PART U.21

Contact Information

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U.21.1: If you have any questions about these Terms & Conditions, your order, or any of our products and services, please contact us using the details provided below.

🏢 Company Details

U.21.2 Registered Name: IFLORA LIMITED

U.21.3 Trading Name: Online Flower Company (OFC Florist)

U.21.4 Registration No: 15596306

U.21.5 Official Registry: View Company Profile

📍 Registered Office Address

U.21.6 Address:
Corner Cottage, High Street,
Cookham, Maidenhead,
England, SL6 9SQ, United Kingdom

✉️ Contact Details

U.21.7 Emails:
info@onlineflowercompany.mom
info@iflora.co.uk

U.21.8 Customer Service: +44 7479 496191

U.21.9 Director Contact: +44 7828 595724

🌐 Websites

U.21.10 Websites:
• onlineflowercompany.mom
• iflora.co.uk

⏰ Business Hours & Customer Commitment

U.21.11 Business Hours: Our Website is available 24 hours a day, 7 days a week. Customer Support is available during our published business hours. Response times may vary during weekends, Bank Holidays, and peak seasonal periods.

U.21.12 Commitment: We are committed to providing the highest possible level of customer service and will make every reasonable effort to respond to all enquiries as quickly as possible.