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Terms & Conditions

By placing an order on the Denise's Florist website or when placing an order by phone you are agreeing to the following terms and conditions:

Order Acceptance Policy

All orders received are subject to acceptance by Denise's Florist 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.

Changes to your order

If you wish to change your order, please do so via the Account area of the website. 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. 

At peak periods (Valentine's Day and Mother's Day), we are unable to guarantee to accept changes to orders within 48 hours of the intended delivery date.

Cancelling your order

Orders can normally be cancelled up to 48 hours before the intended delivery date. You can cancel your order via the Account area of the Denise's Florist website or by telephoning the shop on 01509 264442 or 01509 210210. Please note that once orders have been sent for delivery they cannot be cancelled.

For peak season (Valentine's Day and Mother's Day), we are unable to guarantee to cancel orders within 72 hours of the intended delivery date.

Payment problems

Our website has a highly secure checkout system so we encourage you to place your orders online. On occasion, however, bank-related payment failures occur that prevent us from accepting your order immediately.

Occasionally, card details that are entered correctly and backed by sufficient funds are not validated because the card issuer is performing a random security check. In these cases, although we'll have received your order, we'll need to take payment over the phone. We'll email or call you as soon as possible in these circumstances. If you receive a message telling you that payment has not been validated, please contact us immediately to ensure your order is delivered on time.

Timed deliveries

We offer a number of timed delivery options. However, please note that other than these standard delivery options, we are unfortunately unable to make deliveries within customer-specified time periods.

Delivery policies

Our staff deliver 6 days per week from Monday to Saturday using our own vans so your flowers should always arrive in perfect condition. If we cannot deliver on the date requested when placing your order we will contact you to discuss.

In the event of non-delivery on the selected delivery date, we will either refund you in full or redeliver your order.

In the event of damaged products being received, we will either refund you in full or redeliver a replacement for the damaged product(s). Please note that it may be necessary to return the original product in order to receive the refund.

If we are unable to fulfill your order, we will refund you in full.

If we send the wrong product, we will resend the correct product. Please note that it may be necessary to return the original product received.

Please note that all compensation will be in the form of a full or partial-refund against the original payment or in the form of discount vouchers for use in a future order. We are unable to provide any other form of financial compensation under any circumstances.

Flower availability and substitution

All floral products are subject to availability. In the event of any supply difficulties or if the flowers we have received from our growers that are needed to make up your order do not meet our high quality standards, we reserve the right to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. Where this is necessary, and the substitution is significant, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact us. Please note that foliage and sundries (including vases) may be substituted without notice.

If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept the substitution.

Special offers

At our discretion, from time to time, 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 offer 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.

We also reserve the right to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.