Terms of service
Last updated: 15 October 2026
Welcome to Luxury Roses. These Terms and Conditions govern your access to and use of our website and your purchase of roses, bouquets, floral gifts and related products.
By using our website or placing an order, you agree to these Terms and Conditions, together with any applicable policies referenced on our website.
Please read them carefully before placing an order.
1. Business Information
Trading name: Luxury Roses
Legal business name: [Insert your full registered business name]
Business address: [Insert your registered business address]
Email: sales@chelseaflorals.info
Telephone: +44 (0) 7723 027609
Website: https://icbn1t-xx.myshopify.com/
In these Terms, “we”, “us” and “our” refer to Luxury Roses, and “you” and “your” refer to the customer or website user.
2. Our Products
We offer premium roses, spray roses, bouquets, floral arrangements and related gifting products. Availability may vary according to season, supplier availability and demand.
Flowers are natural products. Their colour, size, shape, fragrance, opening stage and appearance may vary depending on the variety, growing conditions and season.
Product photographs are provided as a guide. We make reasonable efforts to represent our products accurately, but natural variations may occur.
Where a particular flower, colour or variety becomes unavailable, we will contact you where reasonably practicable to discuss a suitable alternative. We will not intentionally substitute a materially different product without an appropriate basis or agreement where required.
Any replacement or substitution will be handled consistently with your legal rights.
3. Eligibility and Website Use
You must be legally capable of entering into a binding contract to place an order.
You agree to provide accurate, complete and current information when using our website or making a purchase.
You must not use our website for unlawful purposes, attempt to interfere with its security or functionality, or submit fraudulent orders.
We reserve the right to investigate suspected misuse and take appropriate action in accordance with applicable law.
4. Product Prices and Availability
Prices are displayed in pounds sterling (£), unless stated otherwise.
We make reasonable efforts to ensure that prices, product descriptions and availability are accurate. Errors may occasionally occur.
Delivery charges and any applicable taxes will be shown or explained before you complete your purchase, as applicable.
If a material pricing or product information error is discovered after an order has been placed, we will contact you to explain the issue and discuss the available options. We will not require you to pay an undisclosed additional amount without the appropriate agreement.
All products are subject to availability. Displaying a product does not guarantee that it will remain available at all times.
5. Orders and Contract Formation
When you place an order, you are making an offer to purchase the selected products.
You are responsible for checking your product selection, quantities, delivery address, recipient details, delivery date and any gift message or personalisation before submitting your order.
After submitting an order, you should receive an order confirmation or acknowledgement. This acknowledgement does not necessarily mean that an order has been finally accepted if further verification is required.
A binding contract will be formed in accordance with the applicable checkout process and our order acceptance communications.
We reserve the right to decline or cancel an order where reasonably necessary, including where a product is unavailable, a genuine pricing error has occurred, payment cannot be authorised, or fraud is reasonably suspected.
If we cancel an order after receiving payment, we will arrange a refund of the amount paid for the cancelled order, subject to applicable law.
6. Payment
Payment must be made using the payment methods available at checkout.
By submitting your order, you confirm that you are authorised to use the selected payment method.
Orders may be held until payment has been successfully authorised or confirmed.
We do not intend to store complete payment card details directly where these are processed by our payment providers.
7. Delivery Dates and Addresses
Where delivery-date selection is available, you may select a preferred date from the dates offered at checkout.
A selected date is subject to the availability and delivery terms communicated during checkout. We will make reasonable efforts to deliver as agreed.
You are responsible for entering an accurate delivery address and providing sufficient information for the courier to identify the destination.
If a delivery address, recipient name or delivery instruction is incorrect, contact us as soon as possible. Changes may not be possible once an order has been prepared or dispatched.
For further information, please read our Shipping and Delivery Policy.
8. Fresh Flowers and Product Care
Fresh flowers are perishable and their condition can change naturally after delivery.
To help maintain their appearance, follow any care instructions supplied with your order. This may include trimming stems, using a clean vase, adding fresh water and keeping flowers away from excessive heat or direct sunlight.
We cannot guarantee a fixed vase life because flower longevity depends on the variety, freshness, environmental conditions and care after delivery.
Nothing in these Terms excludes your rights where a product is faulty, not as described or otherwise fails to meet the requirements of applicable consumer law.
9. Substitutions and Bespoke Arrangements
Bespoke arrangements may be created according to your requested colour palette, flower selection, budget or occasion.
Natural flowers and seasonal availability may mean that an arrangement cannot always be reproduced exactly as photographed or described.
If a material change to a bespoke order becomes necessary, we will seek your agreement where appropriate.
Any agreed variation will be handled fairly and in accordance with applicable law.
10. Order Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible at sales@chelseaflorals.info.
Because flowers are perishable and orders may be prepared specifically for a selected delivery date, changes and cancellations may become difficult once preparation, sourcing or dispatch has begun.
Some goods may fall within legal exceptions to the usual online cancellation right, including goods liable to deteriorate or expire rapidly. Bespoke or personalised goods may also fall within a separate exception where the legal requirements are met.
These exceptions do not automatically apply to every product or circumstance. Your statutory rights will depend on the goods ordered and applicable law.
Where a cancellation right applies, we will honour it. Nothing in these Terms removes any cancellation, refund or other right that cannot lawfully be excluded.
For our practical procedures, please refer to our Shipping and Delivery Policy and contact us promptly with your order number.
11. Damaged, Incorrect or Unsatisfactory Orders
We want every order to arrive in an appropriate condition.
If your order arrives damaged, is incorrect, or has a significant quality issue, please contact us promptly at sales@chelseaflorals.info.
Where reasonably possible, include:
- Your order number.
- A description of the issue.
- Clear photographs of the flowers and packaging, if available.
- The date the order was delivered.
Photographs and prompt notification help us investigate a perishable product issue. However, inability to provide photographs or notify us within a particular timeframe will not automatically remove any rights you have under applicable law.
Depending on the circumstances and your legal rights, an appropriate resolution may include a replacement, refund or another remedy.
12. Refunds
Refund requests will be assessed in accordance with applicable consumer law and the circumstances of the order.
Where a refund is due, we will explain the applicable process and arrange the refund to the original payment method where practicable, unless another lawful arrangement is agreed.
Processing times may depend on the payment provider or financial institution.
We will not rely on a blanket “no refunds” rule to deny a remedy required by law.
13. Gift Messages and Recipient Information
If you provide a gift message or recipient details, you confirm that the information is accurate and that you are entitled to provide it for the purpose of fulfilling your order.
Please review your message carefully before submitting it. We may be unable to amend a message after an order has entered preparation.
We reserve the right to decline or remove content that is unlawful, threatening, abusive or otherwise inappropriate, subject to applicable law.
14. Promotions and Discount Codes
Promotional offers and discount codes may be subject to specific eligibility conditions, validity periods, exclusions or minimum order values.
Unless an offer states otherwise, promotional codes cannot be exchanged for cash.
We will explain material conditions associated with an offer and will not misrepresent its availability or value.
15. Intellectual Property
The content of our website, including text, branding, logos, product photographs, graphics and design elements, may be protected by intellectual property laws.
You may browse our website and use it for personal shopping purposes.
You must not reproduce, distribute, commercially exploit or modify our protected content without permission from the relevant rights holder, except where permitted by law.
16. Website Availability
We aim to keep our website available and functioning properly. However, we cannot guarantee uninterrupted access or that the website will always be free from errors.
We may update, suspend or modify parts of the website where reasonably necessary for maintenance, security, operational improvements or other legitimate business reasons.
We will not use this provision to remove rights you have under applicable law.
17. Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
This includes any liability that cannot lawfully be excluded under applicable consumer protection law, including your rights in respect of goods that do not conform to the contract.
Subject to those rights, we are not responsible for losses caused by circumstances outside our reasonable control, provided that this does not remove any legal obligation we owe you.
You remain responsible for providing accurate order and delivery information and for following reasonable flower-care instructions after delivery.
18. Events Outside Our Control
Circumstances beyond our reasonable control may occasionally affect sourcing, preparation or delivery. These may include severe weather, transport disruption, supplier failures, public emergencies or other significant operational interruptions.
If such an event affects your order, we will take reasonable steps to inform you and explain the available options.
This clause does not remove any right to a refund or other remedy required by law.
19. Privacy
We process personal information in accordance with our Privacy Policy.
Please read our Privacy Policy to understand how information relating to orders, delivery, personalisation, customer service and marketing is handled.
20. Third-Party Services
Our store is hosted on Shopify and may use third-party payment, delivery, analytics and other service providers.
Third-party services may be subject to their own terms and privacy policies. Their involvement does not remove our obligations to you under applicable law.
21. Complaints and Customer Support
If you have a question, complaint or concern regarding an order, please contact us.
Email: sales@chelseaflorals.info
Telephone: +44 (0) 7723 027609
Please include your order number where applicable so that we can investigate efficiently.
We will make reasonable efforts to respond and work towards a fair resolution.
22. Changes to These Terms
We may update these Terms from time to time to reflect changes in our business, products, website or legal obligations.
The latest version will be published on this page with an updated date.
Changes will not retrospectively remove rights that have already accrued to you or alter an existing contract where this would be unlawful.
23. Governing Law
These Terms are governed by the laws applicable to the business and transaction, subject to any mandatory consumer protection laws that apply to you.
If you are a consumer, nothing in this clause deprives you of protections that applicable law requires us to provide or of any right to bring proceedings in a court that has jurisdiction under applicable law.
24. Contact Information
Luxury Roses
Legal business name: [Insert your full registered business name]
Registered or business address: [Insert your registered business address]
Email: sales@chelseaflorals.info
Telephone: +44 (0) 7723 027609