Shipping policy
Fleuriste London Ltd trading as Luxe Petals
Version 1 · Last updated: 11 August 2026
This policy explains where we deliver, what delivery costs, how long we need to prepare your flowers, and how collection from the shop works. It sits alongside our Terms of Service.
Nothing in this policy reduces your legal rights.
1. Where we deliver
We are a local florist. We deliver from our shop at 12 Streatham High Road, London SW16 1DB.
Delivery ordered through this website is available within 4 miles of the shop. At checkout you will be asked for the delivery postcode, and we check the distance from the shop. If the address is further than 4 miles, online delivery is not available for it.
We do not offer nationwide delivery and we do not deliver outside the United Kingdom.
2. Delivery charges
The price shown for a product is for the flowers only and does not include delivery, unless we have expressly said otherwise.
| Distance from the shop | Delivery charge |
|---|---|
| Up to 2 miles | £10 |
| Over 2 miles and up to 4 miles | £15 |
The charge that applies to your order is calculated and shown to you at checkout, before you pay. If a delivery is arranged with us by telephone instead, we confirm the charge with you before you order.
3. Funeral deliveries beyond the online area
For funeral flowers only, we can arrange delivery beyond our online area, up to a maximum of five miles from the shop.
This is arranged by telephone on 020 3759 1977, it is subject to availability, and the charge is confirmed with you before you place the order because it depends on the distance. It cannot be booked through the website.
4. How long we need
We begin preparing your flowers once payment has been made and all the details we need are confirmed with you.
| What you have ordered | Normal preparation time |
|---|---|
| Bouquets and hand-tied arrangements | Usually 24 hours |
| White Whisper | Usually 24 hours |
| Funeral wreaths, crosses and bespoke tributes | 24 to 48 hours, depending on the design and your requirements |
For a bespoke tribute, or a design incorporating a personal keepsake, please call us before ordering so we can talk the design through and be honest about timing.
Urgent orders depend on availability. If you need something sooner than the times above, call us on 020 3759 1977 before you order and we will tell you honestly what we can do for your date. Please do not assume a shorter time is possible until we have confirmed it with you.
We do not offer same-day delivery as a standard service. These are our normal preparation times, not a guarantee of a particular hour.
5. Choosing your delivery date
You choose your delivery date when you place your order. Please choose a date that allows for the preparation time in section 4.
If the date you need is tight, call us before ordering. We would far rather tell you honestly what is possible than take an order we cannot deliver well.
We do not offer guaranteed time slots, and we cannot promise delivery at a specific hour. If the recipient needs the flowers by a particular time, tell us before you order and we will tell you whether we can work to it.
Sunday delivery and collection are available from 10am to 4pm. Sunday delivery is subject to availability and must be confirmed by telephone before you order.
Luxe Petals is closed on bank holidays. Delivery and collection are not available on those dates.
6. Who delivers your flowers
Deliveries are made either by authorised Luxe Petals staff or by third-party delivery drivers or delivery providers.
Whoever makes the delivery receives only what the delivery requires: the recipient's name, the delivery address, a contact telephone number, and any access or timing instruction you have given us. How we handle that information is set out in our Privacy Policy.
7. Getting the address right
We will use the delivery details you give us. Please make sure the address, the postcode and a contact telephone number are correct, and tell us anything the driver needs to know about access — a buzzer code, a business name, a ward or a reception desk.
We cannot be responsible for a failed delivery caused by an incorrect or incomplete address, and a further delivery may need to be paid for. If you spot a mistake, call 020 3759 1977 straight away.
8. If nobody is there to receive the flowers
- We will leave them with a neighbour, or in a safe place, only where you have expressly authorised us to do so and have told us where. Where you have given us that instruction and we follow it, the flowers are left at your risk from that point.
- Where you have not given us such an instruction, we will not leave the flowers unattended or with a third party. We will contact you, or the person who placed the order, to agree what to do. Otherwise we will return the flowers to the shop and arrange a new delivery or a collection with you.
Because flowers are perishable, please answer that call as soon as you can. A bouquet that comes back to the shop and waits does not stay at its best.
9. Risk
Risk in the flowers passes to you when you, the recipient, or a person nominated by you or the recipient takes physical possession of them.
Risk does not pass because a driver decides on their own to leave the flowers somewhere. It passes only where you have given us an express instruction to leave them with a neighbour or in a safe place and we have followed it.
10. Collection from the shop
You can collect online orders from the shop at 12 Streatham High Road, London SW16 1DB.
| Day | Open |
|---|---|
| Monday to Saturday | 11:00 – 19:00 |
| Sunday | 10:00 – 16:00 |
Collection orders are normally ready within 24 hours, and funeral wreaths, crosses and bespoke tributes need 24 to 48 hours, as set out in section 4.
Luxe Petals is closed on bank holidays. Delivery and collection are not available on those dates.
Please wait for our confirmation that your order is ready, and call us before travelling to the shop. We will tell you when your order is ready. This matters more than it sounds: it saves you a wasted journey, and it means your flowers are finished rather than rushed.
There is no charge for collection.
11. If something delays your order
Occasionally something is outside our control — a flower fails to arrive from our supplier, or the weather or traffic disrupts a delivery. If that happens we will contact you as soon as we know, explain the position, and agree what to do: a new date, an alternative design, or a refund.
12. Your legal rights about delivery
Under the Consumer Rights Act 2015, where no delivery time has been agreed, we must deliver without undue delay and in any event within 30 days of the day the contract is made. In practice we agree a date with you when you order, and that agreed date is what applies.
If we fail to deliver on time and you have told us that the timing was essential, or the timing is clearly essential given the circumstances, you may treat the order as at an end and we will refund you. Otherwise you can set a new reasonable deadline and, if we miss that as well, end the order and be refunded.
Risk and delivery are also covered by section 29 of that Act, which is reflected in section 9 above.
Your rights if the flowers arrive damaged, incorrect or not as described are set out in our Return and Refund Policy.
13. Contact
Fleuriste London Ltd trading as Luxe Petals
12 Streatham High Road, London, England, SW16 1DB · Company number 12194910
info@luxepetalslondon.com · 020 3759 1977 · WhatsApp 07908 066434
Monday to Saturday 11:00 – 19:00 · Sunday 10:00 – 16:00