Terms and Conditions

There are some terms and conditions that bind users when they use this website to order online flower delivery. So, when you use Who Sent Flowers, you agree to the following terms and conditions:

Order Acceptance Policy

All orders received are subject to acceptance by Who Sent Flowers, and we reserve the right to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received via the payment method used to place the order.

All prices shown are inclusive of VAT at the prevailing rate (currently 20%).

Order Changes Policy

If you wish to change your order, we have a provision for that too. We’ll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address and card message) requested at least 24 hours before dispatch. Please note that once orders have been set and ready for dispatch, no changes can be accepted.

During exceptionally busy seasons like Christmas, Valentine’s Day and Mother’s Day, we cannot guarantee to accept order changes within 48 hours of the intended delivery date.

Order Cancellation Policy

Orders can normally be canceled up to 48 hours before the intended delivery date. You can cancel your order via the Account area of the Who Sent Flowers website. Please note that once orders have been ‘assigned to production’ and ready for dispatch, they cannot be canceled.


Timed Deliveries

We offer a timed delivery option at an extra delivery charge. Other than the timed delivery option, we are unable to make deliveries within customer-specified time periods.

Delivery Policy

For full information related to our delivery-related policies, please see our Delivery Information page.

Events beyond Our Control

We shall have no liability to you for any failure to deliver products you have ordered or any delay in doing so or for any damage or defect to Products delivered if caused by any event or circumstances beyond our reasonable control, including, without limitation, adverse weather, pandemics, strikes, lockouts, and other industrial disputes, breakdown or systems or network access, flood, fire, explosion or accident.

Damaged Flowers

Although we do our best to ensure that this does not happen, on rare occasions, flowers may arrive at their destination damaged. If the recipient receives such flowers, please contact us immediately so that we can arrange one of the following: a re-send on the next available delivery date or a full or partial refund. The amount of partial refund will depend on the specific circumstances and condition of the flowers.

Please note: If you are unhappy with your order for any reason, you will need to contact us as soon as possible, latest within 5 days of the delivery date, using the Contact Us button on our website. Due to the perishable nature of our goods, we are unable to deal with any complaints and issues raised after the 5 days. For quality issues, we will require a photo clearly showing the problem, which you can attach to the contact form.

Flower Availability and Substitution

All of our flowers, plants, and bouquets are subject to availability. In the event of any supply difficulties or flower quality issues, we reserve the right to substitute any product with an alternative product of a similar style and equivalent (or greater) value and quality. If you wish to discuss the substitution we have made, please contact our customer services team.

Special Offers

At our discretion, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer, and they cannot be used for purchases before the offer introduction date or after the offer end date.

In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall ‘prevail.’ We are unable to offer special discounts for purchases that have already been made.

As our special offers are contingent on the availability of products, we may change the terms of special offers or withdraw them altogether, at any time, and without prior notice.

Our personalized special offers and promotions are to be redeemed only by the customer in receipt of the discount or special offer and cannot be transferred to another person.

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