Terms and conditions for a florist selling online

A florist sells a living, perishable product for a date that cannot move, to a recipient who is not the customer, from a market where availability changes daily. The terms have to allow substitution, make delivery dates matter without guaranteeing them, treat flowers as the perishables they are, and deal with funeral and wedding orders where the stakes are highest. I draft those terms for a fixed fee of £995, delivered in five working days.

Who this is for

Florists and flower delivery businesses in England and Wales taking online and phone orders for bouquets, arrangements, funeral tributes and event flowers, delivered locally by their own drivers or by courier.

What matters in florist terms

Availability, substitutions and descriptions

Flowers are seasonal and supply varies daily, and the terms should say that arrangements are made to the style, colour palette and value ordered, that specific flowers, varieties and colours shown are examples, and that substitutions of equal or greater value in keeping with the style are made where stems are unavailable. Under the Consumer Rights Act 2015 the goods must match their description, and the description should be of the style and value rather than the exact stems.

Delivery dates, recipients and safe places

The terms should say that delivery on the requested date is aimed for and that timed delivery is not offered unless stated, that the customer is responsible for a correct address and a recipient who can accept, that flowers may be left with a neighbour or in a safe place at the customer's risk, and what happens when nobody is in: a card, a redelivery attempt or collection from the shop, with flowers held only for a short period because they perish. Goods are at the florist's risk until delivered under section 29 of the Consumer Rights Act 2015.

Perishables, cancellation and care

Flowers deteriorate rapidly and are outside the fourteen-day cancellation right by regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; the terms should say that orders can be cancelled before a stated cut-off and not after, because stems are bought for the order. Care instructions form part of the product, and the terms should say that vase life depends on care and conditions and that flowers should be reported as unsatisfactory promptly with photographs.

Funeral, wedding and event orders

Funeral tributes need a section: the date, time and place of delivery, the funeral director's details, the wording of cards, and that the florist will deliver to the funeral director or venue as instructed with the customer responsible for the details. Wedding and event flowers need a deposit, a design approved in writing, a cut-off for changes, delivery and set-up arrangements, hire items returned, and a cancellation scale rising towards the date.

Prices, occasions and data

Prices shown include all mandatory charges under the Digital Markets, Competition and Consumers Act 2024 with delivery before checkout, card payments carry no surcharge, and peak-occasion pricing and cut-offs should be stated. The recipient's details are used only for delivery, and the privacy notice governs customer data and marketing consent under the Privacy and Electronic Communications (EC Directive) Regulations 2003.

What it costs

Customer or supplier terms and conditions, £995. One set of terms, customer-facing or supplier-facing, drafted for your business. Five working days.

Review of your existing terms, £495. You already have terms and want them checked and brought up to date. Returned marked up with my amendments and an explanation of the changes. Three working days.

Buying online forms the engagement on payment. The scope is what the terms and conditions drafting page describes, you accept the Terms of Service at checkout, and I email you within four working hours to get started. If you would rather ask something first, email me.

What you get

• A full set of bespoke terms drafted for your business, reflecting the legal requirements that apply to your business and sector
• A note in plain English explaining the terms I have drafted for you
• Liability, payment, termination and IP provisions that protect your position and are drafted to withstand scrutiny from the other side
• Guidance on how to incorporate the terms properly
• Your questions and comments answered by email or phone
• One round of amendments to finalise the terms ready for use

What is not included

• Negotiating your terms with individual customers (I am happy to quote for this as an additional service if required)
• Sector-specific regulatory compliance beyond the contract terms themselves
• Website privacy notice and cookie compliance, which I quote separately
• Terms governed by the law of another country
• Tax advice

Questions I am often asked

The customer ordered roses and we delivered tulips because there were none. Do we owe a refund?

If the terms say arrangements are made to the style and value with substitutions of equal or greater value where stems are unavailable, and the substitution kept to the style, no. If the customer specified roses for an occasion and you did not tell them, a partial refund is fair and the terms should say substitutions are notified where possible.

Nobody was in and the flowers were left on the doorstep in the sun. Whose loss?

If the terms say flowers may be left in a safe place at the customer's risk and the customer did not say otherwise, the customer's. Where the driver had no instruction and chose a bad spot, replace them.

Can a customer cancel a wedding order a month before?

The cancellation scale in the terms applies. A month out usually means the deposit is kept and later stages are not charged; two days out means the price is payable because the stems are bought.

Related guidance and services

• Terms and conditions drafting, £995, the service this page describes
• Contract review, £495
• Terms and conditions for a florist
• Terms and conditions for a hamper and gift business

This page is general guidance for businesses in England and Wales, not advice on your own circumstances. Last reviewed: September 2026. Email geoffrey@caesar.co.uk.