These terms apply to orders for delivery within the United Kingdom through Direct2Florist where the named UK florist selected by you accepts your order. They explain who supplies the products, how the order is formed and what happens if something goes wrong.

1. WHO WE ARE AND HOW THE WEBSITE WORKS

1. 1.1 Direct2Florist. We are Florist2Florist.com Limited t/a Direct2Florist a company registered in England and Wales. Our company registration number is 04540923 and our registered office is at 2 Ormrod Street, Farnworth, Bolton, England, BL4 7DW. Our registered VAT number is 817 6839 89.
2. 1.2 Contacting us. You can contact our customer service team on +44 (0)1204 452 000, by email at webteam@direct2florist.com, or by writing to our registered office. We may contact you using the telephone number, email address or postal address supplied with your order. References to writing include email.
3. 1.3 The Seller. For an order fulfilled by the named UK florist selected by you at checkout, that florist is the Seller of the flowers and other products. When it accepts your order, your contract for those products is with it. We operate the platform as the florist's agent and do not take ownership of the goods. The florist's identity and contact details will be shown before you order and in the acceptance confirmation.
4. 1.4 Our role. We provide the Website, transmit orders to florists, facilitate customer communications and customer service, pre-authorise and process payments, and process agreed refunds on the Seller's behalf. Direct2Florist remains responsible for its own acts and omissions to the extent required by law.
5. 1.5 Orders outside the UK. These UK terms apply only to orders for delivery in the United Kingdom accepted by the named florist. For an international order, the actual seller and the terms governing that order must be shown before you place it. We will not change the named seller of an accepted order without your agreement.

2. PLACING AN ORDER AND WHEN THE CONTRACT IS FORMED

1. 2.1 Your order. Submitting an order asks the named UK florist to supply the products and delivery details shown at checkout. We will provide an order number for enquiries.
2. 2.2 Payment pre-authorisation. At checkout, your payment method is pre-authorised. Payment is captured when the florist accepts your order. A pre-authorisation or an automated acknowledgement that we have received your order does not mean that the florist has accepted it and does not by itself create the contract for the products.
3. 2.3 Acceptance. Your contract with the florist is formed when the florist actively accepts your order through the Direct2Florist system. We will email you a confirmation in a form you can keep, identifying the florist Seller, the products, total price, agreed delivery date and the terms applicable to your order.
4. 2.4 Before acceptance. You may ask the florist or Direct2Florist to cancel your order before it is accepted. If the order is cancelled before acceptance, the payment pre-authorisation will be released or, if any amount has been captured, you will receive a full refund including the delivery charge.
5. 2.5 If the florist does not respond. If an order remains unaccepted, Direct2Florist may make reasonable attempts to contact the florist. If the florist remains unresponsive, we may cancel the unaccepted order and release the payment pre-authorisation or issue a full refund, including the delivery charge, as applicable.
6. 2.6 If an order cannot be accepted. An order may be left unaccepted or cancelled before acceptance because, for example, the florist is unavailable, cannot safely meet the delivery requirement, an item is unavailable, or an obvious pricing or listing error is identified. You will not be charged for an order that is not accepted.

3. PRODUCTS, NATURAL VARIATION AND SUBSTITUTIONS

1. 3.1 Natural products. Flowers are natural and seasonal products. Images are illustrative and the flowers, foliage, packaging, containers and presentation delivered may vary from photographs on the Website. This does not affect your legal rights where products are not as described, are not of satisfactory quality or are otherwise faulty.
2. 3.2 Minor substitutions. The florist may make a minor seasonal substitution only where this does not materially change the agreed design, size, value or principal flowers, and the replacement is of at least equivalent quality and value. Your legal rights remain available.
3. 3.3 Material substitutions. If a change would materially alter the principal flowers, design, size, value or any agreed characteristic, the florist will seek your agreement before making it and tell you about any change in price.
4. 3.4 If you cannot be contacted. A material change will not be treated as accepted because you cannot be reached. The florist should supply the agreed product where possible or promptly offer you a suitable alternative or an appropriate refund. Your right to reject non-conforming goods is unaffected.
5. 3.5 Changes requested by you. If you want to change an order, contact the florist or Direct2Florist as soon as possible. A requested change is not effective until agreed. Any resulting change to price or delivery arrangements will be explained before the amendment is confirmed.

4. DELIVERY

1. 4.1 Delivery charges and total price. The full price payable in pounds sterling, including applicable VAT, delivery and any separately stated customer-facing service charge, is shown before you place the order. Optional extras will not be added without your express consent.
2. 4.2 Delivery date. Once the florist accepts the order, the delivery date selected and accepted forms part of the contract. If the florist becomes unable to deliver on that date, the florist should contact you promptly and try to agree an alternative. If a suitable alternative cannot be agreed, you may be entitled to cancel and receive an appropriate refund, subject to your legal rights and the circumstances of the order.
3. 4.3 Delivery times. Delivery times and time windows are estimates unless the florist has specifically agreed a particular time with you. For funeral flowers, you must provide accurate funeral details, including the service time where requested. Delivery before the funeral or service time is treated as an important delivery requirement once accepted by the florist.
4. 4.4 Wrong-date or late delivery. If delivery is attempted or made on the wrong date, or is late, contact the florist or Direct2Florist promptly. The florist will liaise with you to agree an appropriate solution, which may include redelivery, replacement, a partial refund or a full refund depending on the circumstances and your statutory rights. Where an agreed delivery deadline was essential, including an accepted funeral deadline, additional statutory rights may apply.
5. 4.5 Address and contact information. You are responsible for providing a complete and accurate delivery address and reasonable contact details for the purchaser and/or recipient. The florist is not responsible for delay or failed delivery caused by incorrect or incomplete information supplied by you, except to the extent the florist could reasonably have avoided the problem.
6. 4.6 Nobody available and passing of risk. If nobody is available the florist may contact you or the recipient to arrange delivery. Tell us at checkout if you authorise a specified safe place or a named neighbour. An unagreed safe-place or neighbour delivery will not automatically count as successful delivery. The products remain at the florist's risk until you or a person you identify acquires physical possession, subject to applicable law.
7. 4.7 Failed delivery and redelivery. If the florist cannot complete delivery, it may return the products to its shop and contact you about collection or redelivery. A reasonable additional fee caused by an inaccurate address or failed agreed delivery attempt will be explained and agreed before redelivery. Your statutory rights remain available.
8. 4.8 Incorrect address. If you discover an address error, tell us promptly. Where your error prevents an otherwise proper delivery of prepared perishable flowers, any refund or additional fee depends on the circumstances and your statutory rights. There is no automatic loss of a remedy required by law.
9. 4.9 Events outside reasonable control. Neither the Seller nor Direct2Florist is responsible for delay or failure caused by an event outside its reasonable control to the extent permitted by law, provided reasonable steps are taken to minimise the effect. If such an event creates a substantial delay, you will be informed and any rights you have to cancel or obtain a refund will remain available.
10. 4.10 Click and collect. Where collection is offered, the collection arrangements shown at checkout or agreed with the florist will apply. Because flowers are perishable, if you fail to collect an accepted order on the agreed date, a change-of-mind refund may not be available. This does not affect rights relating to faulty or misdescribed products.

5. CANCELLATION AND CHANGES AFTER ACCEPTANCE

1. 5.1 Change of mind. The ordinary 14-day right to cancel a distance purchase without a reason does not apply to fresh flowers or other goods liable to deteriorate or expire rapidly. A separate, non-perishable item in your order, such as a vase, may carry a 14-day cancellation right unless another legal exception applies; applicable rights and return instructions will be explained before purchase. None of this removes your rights if goods are faulty, misdescribed, undelivered or delivered late where the law provides a remedy.
2. 5.2 Voluntary cancellation. You may ask the florist to cancel an accepted fresh-flower order. If it agrees, it may propose a deduction for reasonable unavoidable costs actually incurred and explain it before you accept the arrangement. No such deduction applies to a refund required by law or to an eligible statutory cancellation.
3. 5.3 Cancellation by the florist. The florist may cancel where it cannot lawfully or reasonably fulfil the order, where you fail to provide essential information or prevent reasonable delivery, or where a requested message or customisation is unlawful, threatening, abusive or otherwise inappropriate. If cancellation results from your breach after reasonable costs have already been incurred, the florist may deduct reasonable unavoidable costs from any refund, to the extent permitted by law.
4. 5.4 Pricing errors. Before acceptance, an order containing an obvious pricing error may be cancelled and any payment authorisation released or captured payment fully refunded. If the florist has accepted an order at a price shown on its listing, the florist will normally honour that accepted price, subject to any rights available under applicable law.

6. QUALITY PROBLEMS, COMPLAINTS AND REMEDIES

1. 6.1 Your statutory rights. Goods supplied by the florist must comply with the Consumer Rights Act 2015, including standards concerning description, satisfactory quality and fitness for purpose. If they do not, you may be entitled to reject them or seek replacement, a price reduction or a refund in accordance with that Act. The short-term right to reject goods reasonably expected to perish in fewer than 30 days lasts for that shorter period; other rights may still apply. These terms do not reduce your legal rights.
2. 6.2 Reporting a problem. Because fresh flowers are perishable, please report a quality problem as soon as reasonably possible and ideally within 7 days of delivery. Reporting within 7 days helps the florist investigate the condition of the flowers, but it is not an absolute time limit and does not affect your statutory rights.
3. 6.3 Evidence. The florist may reasonably ask you to provide photographs or other information to help investigate a complaint. Depending on the circumstances, the florist may also ask for an opportunity to inspect or collect the products where reasonable.
4. 6.4 Decision and remedies. The florist, as Seller, will assess your complaint promptly and provide any remedy required by your statutory rights. Contact the florist using the details in your confirmation or contact our customer service team and we will help communicate with the florist.
5. 6.5 Direct2Florist assistance. We will help communicate a complaint and arrange the response. Your statutory rights are not conditional on a dispute between us and the florist about funding or authorisation. We cannot impose a discretionary refund at the florist's expense without its agreement, but may choose to make a goodwill payment from our own funds. You remain free to pursue your legal rights against the party responsible.

7. REFUNDS AND PAYMENTS

1. 7.1 Refund method. Where a refund is agreed or required, Direct2Florist will normally process it on the Seller's behalf to the original payment method wherever reasonably possible.
2. 7.2 Processing. Where a refund is legally required, the florist and Direct2Florist acting on its behalf will process it within the applicable legal time limit and without undue delay. Your bank or payment provider may take additional time to show the payment in your account.
3. 7.3 Bank and card charges. Direct2Florist is not responsible for a payment being declined by your card issuer or for currency conversion, international transaction or other charges separately imposed by your bank or payment provider, except where applicable law provides otherwise.

8. RESPONSIBILITY OF THE SELLER AND DIRECT2FLORIST

1. 8.1 The Seller's responsibility. The Seller is responsible for supplying the products under your contract, including their quality, freshness, preparation, substitutions, fulfilment and delivery, and for providing the remedies required by applicable consumer law.
2. 8.2 Direct2Florist's responsibility. Direct2Florist is not the Seller of products supplied by an independent florist. We are responsible for our own acts and omissions in providing the Website, agency, payment and customer-service functions to the extent that the law makes us responsible.
3. 8.3 Losses that were not foreseeable. Subject to clause 8.4, neither the Seller nor Direct2Florist is responsible for loss or damage that was not a foreseeable result of its breach of these terms or failure to use reasonable care and skill. Loss is foreseeable if it was obvious that it would happen or if, when the relevant contract was made, both you and the responsible party knew it might happen.
4. 8.4 Liability that cannot be excluded. Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability which cannot be excluded or restricted under applicable consumer law. Nothing in these terms excludes or restricts your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods.
5. 8.5 Personal use. The Website is intended for consumer purchases. Neither Direct2Florist nor the Seller is responsible for business losses, loss of profit, loss of business, business interruption or loss of business opportunity arising from a consumer order, to the extent permitted by law.

9. PERSONAL DATA AND RECIPIENT INFORMATION

1. 9.1 Privacy. Direct2Florist processes personal data in accordance with applicable data protection law and its Privacy Policy. Information required to fulfil an order is shared with the Seller or fulfilling florist as described in the Privacy Policy.
2. 9.2 Recipient details. If you provide another person's name, address, telephone number or other personal information for delivery, you confirm that you are entitled to provide those details for the purpose of arranging and fulfilling the order. You understand that the details will be shared with the Seller and other parties reasonably necessary to fulfil the delivery. You are responsible for ensuring that the information you provide is accurate.

10. CUSTOMER REVIEWS

1. 10.1 Review invitations. Direct2Florist may invite a purchaser to review the florist or order after fulfilment and may publish genuine reviews on the florist's Direct2Florist listing and elsewhere within Direct2Florist services.
2. 10.2 Review moderation. Reviews must reflect genuine experience and must not be fraudulent, abusive, unlawful, irrelevant or otherwise breach the applicable Direct2Florist Review Policy. Direct2Florist may moderate or remove content in accordance with that policy and applicable law. A florist cannot require Direct2Florist to remove a genuine negative review merely because it is negative.

11. WEBSITE AND ACCEPTABLE USE

1. 11.1 Website availability. We do not guarantee that the Website, order dashboard, payment systems, notifications or other online services will always be uninterrupted or error-free. We may temporarily suspend or restrict services for maintenance, upgrades, security, fraud prevention or technical reasons. This does not remove any rights you have in relation to an accepted order.
2. 11.2 Acceptable use. You must not misuse the Website. In particular, you must not knowingly introduce malware, attempt unauthorised access, interfere with security, use automated tools to scrape non-public platform data, use the Website to defraud or mislead users, or threaten or harass florists, customers or Direct2Florist staff. We may take proportionate steps to protect the Website and its users, including restricting access where reasonably necessary.
3. 11.3 Existing orders. Restriction of Website access does not remove rights or obligations relating to an order already accepted, except where the law or the circumstances of the order require otherwise.

12. OTHER IMPORTANT TERMS

1. 12.1 No transfer by you. Your rights under an order are personal to you, although this does not prevent the products being delivered to the recipient you nominate.
2. 12.2 Severability. If any provision of these terms is found unlawful or unenforceable, the remaining provisions continue in effect.
3. 12.3 Delay in enforcement. If Direct2Florist or the Seller does not immediately enforce a right, that does not mean the right has been waived.
4. 12.4 Governing law and courts. These terms are governed by the law of England and Wales. If you live in England or Wales, the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may bring proceedings in the courts of the UK nation where you live where the law allows, and nothing in these terms removes the mandatory consumer rights that apply there.
5. 12.5 These terms and the order information. The details shown at checkout, the accepted order, these terms and any changes subsequently agreed with the Seller form the basis of the customer contract. If there is an inconsistency, mandatory consumer law takes priority.