Terms & Conditions

Welcome to Velour Florals. These terms cover our handcrafted floral services in West London. By using our website and placing an order, you agree to these legal conditions in full. We aim to provide a premium experience, and these guidelines ensure we maintain the highest quality for every customer. Please read through these terms carefully.

1. Our Handcrafted Products

1.1 All products on this website are available and handcrafted in West London, UK.

1.2 Certain products may be delivered in bud to ensure a longer and healthier life upon receipt.

1.3 Some flowers and plants may be harmful or poisonous. If you require further information before placing an order please contact us at info@velourflorals.co.uk

1.4 All products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute a product of equivalent value and quality. We will always notify you before doing so.

1.5 In the event that we are unable to supply the product or any substitute product, we shall notify you as soon as reasonably possible and reimburse your payment in full within 30 days of the intended delivery date.

2. Pricing

2.1 Prices listed on the website are valid for a maximum of 14 days from the date of order submission.

2.2 All prices include VAT where applicable.

2.3 Velour Florals reserves the right to adjust pricing at any time. Any changes will be reflected on the website and will not affect orders already confirmed.

3. Orders & Payments

3.1 During order submission you will be required to provide accurate personal details including full name, delivery address and postcode, contact number and payment information. By completing your order you agree to be bound by these Terms and Conditions.

3.2 All orders are subject to acceptance by Velour Florals. A contract is not formed until you receive an official order confirmation email from us.

3.3 A minimum of 1-2 weeks notice is required for all orders including standard and bespoke arrangements. Rush orders may be considered at our discretion — please contact us to discuss.

3.4 We cannot accept orders from customers under the age of 18.

3.5 Bespoke and custom orders require a 50% non-refundable deposit upon booking to secure your arrangement date.

4. Delivery / Collection

4.1 Velour Florals currently offers local hand delivery within the following radius from West London:

• Up to 5 miles — £10 delivery charge

• Up to 10 miles — £20 delivery charge

• Up to 15 miles — £30 delivery charge

• Beyond 15 miles — available at our discretion, please enquire directly at info@velourflorals.co.uk

4.2 Free collection is available from our West London studio by prior arrangement only. Please contact us to arrange a suitable collection time.

4.3 Deliveries are available Monday to Friday after 5:00pm and anytime on weekends, subject to availability.

4.4 We will confirm your delivery date and time window by email upon order acceptance. Whilst every effort will be made to deliver on the agreed date, Velour Florals cannot be held responsible for delays caused by circumstances beyond our control.

4.5 If no one is available to accept delivery at the specified address, we will attempt to deliver to an immediate neighbour and leave a note. If delivery cannot be completed, we will contact you to arrange an alternative.

4.6 Velour Florals accepts no responsibility for failed deliveries where incorrect address details have been provided.

4.7 For deliveries to third party locations such as offices, hotels or hospitals, signature by any authorised person at that location constitutes proof of delivery.

5. Cancellations and Changes

5.1 Standard orders may be amended or cancelled up to 48 hours before the intended delivery or collection date for a full refund.

5.2 Bespoke and custom orders — the 50% deposit paid upon booking is non-refundable under any circumstances.

5.3 To amend or cancel your order please contact us at info@velourflorals.co.uk as soon as possible.

5.4 You are entitled to cancel any payment where fraudulent use has been made of your card by a third party not acting on your behalf.

6. Customer Service & Complaints

6.1 We take great pride in the quality of every arrangement we create. If for any reason you are not satisfied with your order please contact us within 24 hours of delivery or collection at:

Velour Florals West London, UK

📧 info@velourflorals.co.uk

📱 @velourflorals.studio

6.2 Due to the perishable nature of fresh flowers, complaints must be raised within 1 working day of delivery or collection accompanied by photographic evidence where possible.

6.3 We reserve the right to offer a replacement arrangement, store credit or partial refund at our discretion depending on the nature of the complaint.

7. Disclaimer

7.1 Velour Florals will use all reasonable endeavours to ensure our website and services are fully operational. We cannot guarantee this and accept no responsibility for technical defects or interruptions beyond our control.

7.2 Our liability in connection with any order shall be limited to a maximum of 3 times the price paid for the relevant product.

7.3 Nothing in these Terms and Conditions affects your statutory rights as a consumer under UK law.

8. General

8.1 Velour Florals reserves the right to amend these Terms and Conditions at any time. Changes will be posted on our website and will take effect within 24 hours of posting.

8.2 We reserve the right to suspend or restrict access to our website or services at any time.

8.3 These Terms and Conditions are governed by and construed in accordance with English Law. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

8.4 Velour Florals complies with all current UK data protection legislation including the Data Protection Act and GDPR. Personal data received from you will only be used to fulfil your order and as outlined in our Privacy Policy.

8.5 Your purchase is deemed to have occurred in the UK.