1. Who We Are and How the Website Works

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.

1.2 Contact. Our customer service team can be contacted at +44 (0)1204 452 000, webteam@direct2florist.com or our registered office. The florist’s legal or trading name, address and available contact details will be displayed before you order and in your order confirmation. Please use the contact details in that confirmation to contact the Seller directly. We may contact you using the details you provide with the order.

1.3 The Seller. The independent florist named at checkout becomes the Seller only when it actively accepts your order. Your sales contract is with that florist. The florist may prepare and deliver the flowers itself, use a courier or engage another florist to fulfil the order on its behalf; it remains responsible to you. A different florist will not replace the contracting Seller without your agreement.

1.4 Direct2Florist’s role. We provide the Website, display florist offers, transmit orders, arrange Stripe Connect payments and support customer service. The accepting florist is identified as the Seller, and the payment is configured on behalf of its connected Stripe account. We may process a refund on the Seller’s behalf. We remain responsible for our own acts and omissions where the law requires.

1.5 How listings are shown. Florists normally appear in order of distance. You can re-order them by distance, delivery availability or customer rating. The Featured florists section uses automatic random selection and rotation; all florist members are eligible. Florists cannot buy higher placement and Direct2Florist does not sell competing flower arrangements of its own alongside their listings. Delivery areas and available products are shown during your search and checkout.

2. Placing an Order and When the Contract is Formed

2.1 Your order. Placing an order asks the florist identified at checkout to supply the listed products to the address and on the date you select. The checkout shows the main characteristics of the products, any delivery restriction, payment method, florist identity, any delivery and service charges and the total payable in the currency shown. The order button clearly indicates your obligation to pay if the florist accepts. We send an order reference for enquiries.

2.2 Payment. Your chosen payment method may be authorised at checkout. The payment is charged through Stripe Connect when the florist accepts the order. An authorisation or automated acknowledgement of receipt does not itself mean the florist has accepted or formed a sales contract. If a payment is captured before acceptance and the order is not accepted, it will be fully refunded.

2.3 Acceptance. The florist actively accepts through the Direct2Florist system. At that point your contract with the named florist is formed. We will send confirmation in a form you can keep, showing the named Seller and its contact information, products, total price, delivery arrangements and the terms applicable to your order.

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.

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.

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

3.1 Natural products. Flowers are natural and seasonal; small differences in shade, foliage or presentation may occur. The agreed description, principal flowers, size and quality remain binding. The products must conform to the contract, including the description and the quality and durability reasonably expected of goods of their type. Natural variation does not excuse a material difference or remove your rights for faulty goods.

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 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.

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.

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

4.1 Total price. The price and currency shown at checkout include applicable VAT or other sales tax and identify delivery, any separately stated customer-facing service charge and optional extras before you order. The florist’s payment to Direct2Florist for platform services is between those businesses; it is not an extra charge added after you order. Your bank may apply a separate currency conversion charge.

4.2 Agreed delivery. The florist must deliver by the date it accepts. If it cannot meet an accepted date, it should contact you promptly to agree an alternative. If you do not agree, your rights to cancel or seek a remedy under the applicable law remain available, including where an agreed delivery deadline was essential.

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 Incorrect or late delivery. If delivery is on the wrong date or is late, contact the florist or us. The florist will offer the remedy required in the circumstances and by the law applicable to the order. Where an agreed deadline was essential, such as delivery for a funeral at a specified time, you may be entitled to end the contract and obtain a refund without agreeing to a later delivery.

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.

4.6 No one available and passing of risk. Please state at checkout if you want a named person, neighbour or safe place considered for delivery. The florist may contact you or the recipient if no one is available. Leaving flowers with an unagreed neighbour or at an unagreed safe place does not automatically count as delivery. The florist bears the risk of loss or damage until you or a person you have identified, other than the carrier, has physical possession, except where applicable law provides otherwise. Any instruction to leave an order at a particular place remains subject to your mandatory rights.

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.

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.

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.

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

5.1 Change of mind and perishable goods. The ordinary 14-day distance-sale withdrawal right does not apply to fresh flowers or other goods liable to deteriorate or expire rapidly. If you separately purchase a non-perishable item such as a vase, a withdrawal right may apply to that item unless another legal exception applies. Where it does, you may notify the named Seller using the contact details in your confirmation within 14 days after you or your named recipient physically receives it. The model notice at the end of these terms may be used but is optional. This exception for perishable goods never removes rights relating to non-conforming goods or failed delivery.

5.2 Returning an item where withdrawal applies. If you withdraw from the sale of an eligible non-perishable item, return it to the Seller within 14 days after notifying the Seller. Unless the Seller agreed otherwise or failed to give the required prior information, you pay the direct return cost. The Seller refunds the applicable item price and any legally refundable standard delivery cost to the original payment method, without undue delay and within the legal time limit; where the law permits, the Seller may await the item or evidence of its return. The Seller may make a deduction for handling beyond what is necessary to inspect the item only where permitted by law.

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.

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

6.1 Your rights when goods do not conform. The Seller must supply goods conforming to the contract under the consumer law applicable to your order. Depending on the goods and the circumstances, you may be entitled to repair or replacement free of charge within a reasonable time, a proportionate price reduction, or to end the sales contract and obtain a refund. The practical remedy for fresh perishable flowers will depend on the problem and their expected lifespan. National law may give you additional or longer rights. Nothing in these terms limits a mandatory remedy.

6.2 Telling us about a problem. Because flowers are perishable, please tell the Seller or us as soon as reasonably possible, ideally within seven days, so the condition can be investigated. This request is not a contractual deadline for exercising statutory rights, and any legally applicable time limit or notice requirement is unaffected.

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.

6.4 Remedy. The named florist, as Seller, assesses and supplies any remedy due under the applicable consumer law. You can use the Seller’s details in your confirmation or contact Direct2Florist and we will pass on your complaint and help coordinate the response. Your statutory rights do not depend on how we and the florist allocate the cost between ourselves.

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

7.1 Payment and refunds. Direct2Florist arranges payment using a Stripe Connect destination charge on behalf of the named florist and may process a refund on that florist’s behalf. A refund is normally returned to the original payment method. The platform fee paid by the florist is an internal business charge; it does not reduce a refund owed to you.

7.2 Timing. Any refund required by applicable consumer law will be made within the period required by that law. A withdrawal refund for an eligible non-perishable item is subject to the rules in clause 5.2. Your bank or payment provider may take additional time to credit your account.

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

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.

8.2 Direct2Florist’s responsibility. Direct2Florist operates the platform and payment arrangement and is responsible for its own acts and omissions where applicable law makes it responsible. The named florist remains responsible for supplying and delivering your accepted order and for legally required product remedies. Payment through our Stripe platform account does not remove any statutory responsibility of either party.

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.

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.

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

9.1 Privacy. Direct2Florist and the named florist each process customer information for their own lawful purposes. We share purchaser and recipient information needed for the florist to accept, fulfil and service the order, and the florist can export customer data made available to it. The florist may contact customers, including about its own services, only in accordance with applicable privacy and electronic-marketing rules; ordering does not itself constitute consent to receive marketing. Our Privacy Policy and the Seller’s privacy information explain the relevant uses and your rights.

9.2 Recipient information. If you provide the name, address or contact details of another person for delivery, please ensure that the information is accurate and that you may share it for this purpose. It is passed to the Seller and, where reasonably needed, its courier or fulfilment subcontractor. A recipient is not treated as having agreed to receive marketing merely by receiving a delivery.

10. Customer Reviews

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.

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

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.

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.

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

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.

12.2 Severability. If any provision of these terms is found unlawful or unenforceable, the remaining provisions continue in effect.

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.

12.4 Applicable law and courts. The customer’s contract with the named Seller is governed by the law applicable under the relevant national and EU private-international-law rules. Nothing in these terms deprives you of mandatory consumer protection that applies in your country of habitual residence, where the law gives you that protection. You may bring proceedings in the courts available to you under applicable consumer-jurisdiction rules. We do not require you to bring a consumer claim in England.

12.5 Order terms. The named Seller, product and price information shown before checkout, the order accepted by the florist and these terms form the basis of your sales contract. Any agreed later change applies only to that order. Mandatory consumer law prevails over a conflicting term. If the Website offers a version in a language required by the law of the country in which the sale is directed, that version and the information shown to you at checkout will be presented before you order.