Terms of service
Fleuriste London Ltd trading as Luxe Petals
Version 1.2 · Last updated: 11 August 2026
1. Who we are
This website, luxepetalslondon.com, is operated by Fleuriste London Ltd, a private limited company registered in England and Wales under company number 12194910, trading as Luxe Petals and Luxe Petals London.
Registered office and trading address: 12 Streatham High Road, London, England, SW16 1DB.
Email: info@luxepetalslondon.com · Telephone: 020 3759 1977 · WhatsApp: 07908 066434.
In these terms, "we", "us" and "our" mean Fleuriste London Ltd. "You" means the person placing an order or using this website.
2. These terms
These terms apply to orders you place with us through this website, by telephone, or by message. Please read them before you order. By placing an order you accept them.
Nothing in these terms reduces your legal rights. If anything here conflicts with your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other law that protects you as a consumer, the law wins.
We may change these terms. The version that applies to your order is the one published when you placed it.
3. Placing an order
When you place an order you make an offer to buy from us. Your order is accepted, and a contract is formed, when we send you an order confirmation or, if earlier, when we begin preparing your flowers.
If we cannot accept your order — for example because a flower is unavailable, because we cannot make your date, or because we cannot deliver to your address — we will tell you and refund anything you have paid.
Please check your order confirmation carefully. If any detail is wrong, particularly the delivery address, the date or the card message, contact us immediately on 020 3759 1977.
4. Prices and payment
Prices are shown in pounds sterling and include VAT where it applies.
The price shown for a product is for the flowers only and does not include delivery. Delivery within the area configured on this website is calculated and charged at checkout. Some deliveries are arranged with us by telephone, and in that case we confirm the charge with you before you order.
Payment is taken when you place your order. We accept the methods shown at checkout, and card or cash in the shop.
If a price is obviously wrong, we will contact you before accepting the order, and you may confirm at the correct price or cancel for a full refund.
5. Flowers are a natural product
Every arrangement is made by hand from fresh flowers, so no two are identical, and photographs on this website are representative rather than exact.
Flowers and related items may be substituted where stock or seasonal availability requires it. Where we substitute, we use flowers of equal or greater value and, as far as possible, of a similar style and colour.
Where a substitution would materially change the design, we will try to contact you before we make it.
If a substitution materially changes what you ordered, or is otherwise not acceptable to you, tell us and we will put it right — by remaking the arrangement, by offering a suitable alternative, or by refunding you, as appropriate to the circumstances. This does not limit your statutory rights.
Stem counts, exact shades and individual blooms will vary. Sizes shown describe the overall arrangement, not a guaranteed measurement.
6. Preparation times
We begin preparing your flowers once payment has been made and all the details we need are confirmed with you.
Bouquets are usually prepared within 24 hours.
Funeral wreaths, crosses and bespoke tributes require 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.
Urgent orders depend on availability. If you need something sooner, call us on 020 3759 1977 before you order and we will tell you honestly what we can do for your date.
These are our normal preparation times, not a guarantee for a specific hour.
7. Delivery
Deliveries are made either by authorised Luxe Petals staff or by third-party delivery drivers or delivery providers.
We will use the delivery details you give us. Please make sure the address, postcode and a contact telephone number are correct, and tell us anything the driver needs to know about access. We cannot be responsible for a failed delivery caused by an incorrect or incomplete address.
If nobody is available 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, and otherwise we will return the flowers to the shop and arrange a new delivery or collection with you.
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.
For funeral deliveries outside our online delivery area we can arrange delivery up to a maximum of five miles from the shop. This is arranged by telephone and the charge is confirmed with you before you order.
We do not deliver on bank holidays.
8. Collection
You can collect from the shop at 12 Streatham High Road, London SW16 1DB. We are open Monday to Saturday 11am–7pm and Sunday 10am–4pm.
Luxe Petals is closed on bank holidays. Collection is not available on those dates.
Please wait for our confirmation before travelling to collect.
9. Cancellation, changes and refunds
Your right to cancel. Under the Consumer Contracts Regulations 2013, the 14-day right to cancel does not apply to goods that are liable to deteriorate rapidly, or to goods made to your specification or clearly personalised. Fresh flowers and bespoke arrangements fall into these categories. This does not affect your other legal rights.
Changes and cancellation in practice. We will always try to help. If you need to change or cancel an order, contact us as soon as possible on 020 3759 1977:
- Before we begin preparing your order, we will normally cancel or amend it and refund you in full.
- Once preparation has begun, we may not be able to cancel, because the flowers have been bought and the work has been done. We will tell you honestly what is possible.
If something is wrong. If your flowers arrive damaged, are not what you ordered, or are not of satisfactory quality, please contact us as soon as reasonably possible. Because flowers are perishable, prompt notification and photographs help us investigate and offer an appropriate remedy. This does not limit your statutory rights.
We will put it right — by replacing the arrangement or refunding you, as appropriate. This is in addition to, and does not limit, your rights under the Consumer Rights Act 2015.
Refunds are made to the original payment method.
10. Weddings, funerals and events
Larger commissions are arranged individually. We will give you a written proposal setting out the design, what is included, the price, and any separate terms about deposits, timings or installation. Those terms form part of your contract with us, alongside these terms.
11. Using this website
You may use this website for your own personal, non-commercial purposes. The content of this website, including text, photographs and design, belongs to us or our licensors and may not be copied or reused without our permission.
We try to keep this website accurate and available, but we do not guarantee that it will be uninterrupted or error-free.
12. Our responsibility to you
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill.
We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your legal rights in relation to the goods.
We are not liable for business losses. We supply our products for domestic and private use.
13. Complaints
Please tell us if something is wrong, so we have the chance to put it right. Email info@luxepetalslondon.com or call 020 3759 1977. We aim to acknowledge complaints promptly and to resolve them fairly.
14. Your information
We handle your personal information as set out in our Privacy Policy.
15. Governing law
These terms are governed by the law of England and Wales, and disputes may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own country's courts.
Fleuriste London Ltd trading as Luxe Petals
12 Streatham High Road, London, England, SW16 1DB · Company number 12194910
info@luxepetalslondon.com · 020 3759 1977