Terms and Conditions

About these terms

These terms apply to orders placed at welchtheflorist.co.uk with Welch the Florist Limited, trading as Welch the Florist, a company registered in England and Wales (company number 06561683). Our VAT registration number is GB940819709. Our registered office is 3 Colwick Quays Business Park, Colwick, Nottingham, Nottinghamshire, NG4 2JY, England. Please read them with the product details, Shipping Policy, Return and Refund Policy and Privacy Policy before ordering. Contact us at hello@welchtheflorist.co.uk, on 0115 973 7888, or at Unit 68 Wellington Street, Stapleford, Nottingham, NG9 7BE, United Kingdom.

Products

Our florists arrange flowers by hand. Natural and seasonal variations mean a bouquet may differ from its photograph. Some flowers arrive in bud to help them last longer. If a flower or component is unavailable, we may substitute an item of equivalent value and quality while preserving the overall style. If we cannot supply a suitable order, we will contact you and refund any payment for the unavailable order.

Some flowers and plants can be harmful if eaten or may be unsuitable around pets. Contact us before ordering if you need advice on a particular product or household.

Prices and payment

Product prices and delivery charges are shown before you place your order. Applicable taxes are included or displayed at checkout. Payment options available for your order are shown at checkout. If we discover a pricing or availability error, we will contact you before proceeding and give you the choice of accepting the corrected details or cancelling for a refund.

Orders

Please check the delivery address, postcode, recipient details, delivery date, selected product and card message carefully. We will email confirmation of acceptance when we accept your order. If we cannot accept an order, we will notify you and refund any payment taken for it. Please contact us promptly if you notice an error in the confirmation.

Delivery, changes and cancellations

Delivery options, dates, eligibility and charges are set out during ordering and in the Shipping Policy. Changes, cancellations, returns and refunds are covered by the Return and Refund Policy. Delivery instructions help our delivery team but do not create a guaranteed delivery time unless we expressly agree one with you.

Quality and remedies

Our fresh flowers carry a seven-day freshness guarantee when the supplied care instructions are followed. If there is a problem with your order, contact us promptly with the order number and details so we can investigate and put it right. Your statutory rights are unaffected.

Alcoholic gifts

Alcoholic gifts are available only where shown for the product and delivery destination. You must be at least 18 to purchase alcohol. Age verification may be required, and alcohol must not be supplied to a person under 18.

Discounts

Enter a valid discount code at checkout before paying. Codes are subject to their advertised conditions and cannot be exchanged for cash. We cannot normally apply a code retrospectively. Whether discounts can be combined is shown by the offer conditions and checkout.

Personal information and accounts

We use personal information in accordance with our Privacy Policy, including to process orders, arrange delivery and provide customer support. If you use a customer account, keep any login credentials or access codes secure and contact us if you suspect unauthorised use.

Responsibility

We will supply goods and services with the care required by law. Nothing in these terms excludes or limits rights or liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights. If events outside our reasonable control affect an order, we will contact you and discuss the available options.

Complaints

Please email hello@welchtheflorist.co.uk or call 0115 973 7888 with your order number and a description of the issue. We aim to resolve problems promptly and fairly.

Updates

The terms applicable to your order are those in force when you place it. We may update these terms for future orders. Changes do not remove rights that already apply to an accepted order.

Shipping Policy

Delivery options and charges

We deliver flowers locally through our own team and elsewhere in the UK through Interflora partner florists or DPD, depending on the product and destination. Available delivery methods, dates and charges are shown during ordering and checkout. Product and postcode restrictions may apply.

Same-day delivery

Same-day delivery is available for eligible products, excluding the Funeral range, subject to availability and the destination. Order by 12 noon, UK local time. Available dates and services are confirmed when you order.

Next-day and Sunday delivery

Choose an available delivery date when placing your order. Next-day ordering has no separate cutoff and rolls into the same-day window as the delivery date arrives. Sunday DPD delivery is available for eligible orders placed by 12 noon on Saturday, subject to the product, postcode and service availability shown when ordering. Sunday deliveries are fulfilled by our own vans in selected local postcodes and by DPD elsewhere, subject to the delivery options available for your order.

Delivery details

Please provide the recipient's full address, postcode, telephone number and any useful delivery instructions. Contact us immediately if any details are incorrect. For business addresses, an authorised person at the address may accept the order on the recipient's behalf.

If there is a problem

If delivery cannot be completed, or an order is delayed or missing, contact hello@welchtheflorist.co.uk or call 0115 973 7888. We will investigate and discuss the appropriate next step. Any additional delivery charge will be explained and agreed before it is charged. Your statutory rights are unaffected.

Return and Refund Policy

Our seven-day freshness guarantee

We guarantee fresh flowers for seven days from delivery when the care instructions supplied with your bouquet are followed. If your flowers do not last as they should, please contact us with your order number, a description of the problem and, where possible, photographs. We will investigate and arrange a suitable replacement or refund. This guarantee is in addition to your statutory rights.

Problems with your order

If an item arrives damaged, is incorrect or you are unhappy with its condition, please tell us as soon as possible so we can help. If an order has not arrived, contact us promptly so we can investigate and arrange delivery or a refund as appropriate. Please do not send flowers or other goods back without first contacting us for return instructions.

Changes and cancellations

Please contact us immediately if you need to amend or cancel an order. Whether we can make a change or cancel depends on whether preparation or dispatch has started. We will check the status of your order and explain the available options.

Fresh flowers are perishable and do not carry the usual change-of-mind cancellation right for online purchases. This does not affect your rights where goods are faulty, not as described or not supplied as agreed.

For eligible non-perishable items bought online, you may notify us of cancellation within 14 days of receiving them and return them within a further 14 days. Some items, including personalised goods and certain sealed goods once unsealed, may be excluded where the law allows. You are responsible for return postage when returning eligible non-perishable goods because you have changed your mind. Contact us for return instructions before sending items back. This does not apply to faulty or incorrect goods; contact us so we can arrange an appropriate remedy. We will explain any lawful deduction for handling beyond what is necessary to inspect an item.

Refunds

Approved refunds are made to the original payment method. We aim to process refunds within seven days of receiving any required returned goods or evidence of return, and will meet the applicable statutory deadline. Where you exercise a statutory cancellation right, the standard outbound delivery charge is refunded where required; any premium delivery upgrade is not refundable beyond the standard delivery cost. Your bank may take additional time to show the refund.