Terms & Conditions

PRODUCTS

All product images on this site are a guide only. Due to the nature of our products and the availability of certain flowers, it is impossible to guarantee that the arrangement that you receive will look identical to the image. While we do our best to replicate the images as closely as possible, we reserve the right to substitute flowers within the arrangement where necessary. We will, however, ensure that the overall look and feel of the arrangement remains the same, and that any substitutions are of an equivalent value and colour.
Any vases, accessories or props in product images are for display purposes only, and are not included in the product price, unless specifically stated in the product description.
All products are advertised subject to availability. Due to the fresh nature of our products, supply issues can arise unexpectedly. In the event that we are unable to complete your order using similar substitutions, we will contact you as soon as possible to offer you an alternative product or arrange for a refund.
We guarantee the freshness of our flowers for 5 days from the delivery/collection date booked. Should the delivery or collection date be rearranged due to a failed delivery attempt or non-collection, the original date will still be used for the freshness guarantee.
Some flowers may still be in bud form when they are delivered. This is normal and is to give the arrangement the longest life possible.
Certain flowers can be harmful or poisonous to humans and animals. We would always recommend that any flowers should be kept out of reach of children and pets, that you wash your hands after handling them, and that any petals, foliage, pollen or sap that falls from them is cleaned up immediately. We cannot be held responsible for any illness or injury caused by failure to follow this guidance.

Product images are for reference only, as flower availability may affect the final arrangement. We reserve the right to substitute flowers with equivalent options while maintaining the overall style, value, and colour. Vases, accessories, and props in pictures are not included unless stated.

Products are offered subject to availability, and supply disruptions may occur. If substitutions aren't possible, we will contact you to offer alternatives or a refund. Flower freshness is guaranteed for 5 days from the booked delivery or collection date.

Some flowers may arrive in bud form for longevity. Certain flowers can be harmful; keep arrangements out of reach of children and pets, clean up fallen parts, and wash hands after handling. We are not liable for any illness or injury due to failure to follow these precautions.

ORDERS

When placing an order, please ensure all personal, recipient, postcode and payment details are accurate. We cannot be held responsible for delivery issues caused by incorrect information.

We accept payment via all major debit/credit cards and bank transfer.

By clicking ‘Complete Order’, you confirm that you accept all terms and conditions outlined on our website. An order is only considered confirmed once you have received our delivery confirmation email.

We reserve the right to decline orders if we believe the products or services may be used unlawfully or could cause distress.

Please note: Wedding flower orders are fully bespoke and are governed by separate terms and conditions.

DELIVERIES

All of our flowers are hand delivered by a member of our team, within the areas stated on our Delivery Info Page. Please note, we cannot be held responsible for incorrect addresses so please provide a full postcode and any instructions that will help the driver. Please also provide an email and/or daytime phone number for yourselves and a telephone number for the recipient, in case we encounter any issues when we try to deliver.
Same-day orders must be placed before 1pm, unless arranged over the phone and specifically agreed. Orders placed after this time will be delivered the next working day.
We will attempt to deliver your flowers on the day requested when ordering. If the recipient is not in to receive the delivery, we will try and leave the flowers with a neighbour if they are happy to take responsibility for them, or failing that, in a suitable secure, dry place such as a porch, shed or garage. If you have any specific requests relating to a preferred safe place or neighbour to leave the delivery, please let us know in the order notes, or over the phone. If for any reason there is not a suitable place to leave the flowers and the recipient is not in to receive the delivery, it will be returned to us for collection or re-delivery.
A card will always be left through the door to advise the recipient of where the flowers have been left, or if we have been unable to deliver. If the recipient is unable to collect their flowers, re-delivery can be arranged, but may incur an additional delivery fee.
Please note that if a delivery attempt fails and the flowers have to be collected or delivered another day, while we will of course do our utmost to keep the flowers in the same condition that they started in, we cannot be held responsible for any loss of freshness than may occur.
For this reason, we would always recommend that you only choose the gift wrap option without a water bubble, if you are certain that someone will be home to receive the delivery.

COLLECTION

Collection is available by appointment only from our Horton Heath premises. Please call us to arrange a collection time before placing your order. If we cannot fulfil your order before the agreed time, we will inform you promptly to reschedule or offer a refund.

If you are unable to collect at the arranged time, contact us as soon as possible; we will try to reschedule, but availability may be limited due to staff commitments. As our products are made to order and perishable, missed collections cannot be refunded or replaced.

CANCELLATION

Standard Bouquets – Orders can be cancelled up to 24 hours before delivery or collection. Card and online payments include a 3% admin fee.

Funeral Flowers & Bespoke Arrangements – Cancellation is allowed up to 72 hours before delivery or collection. Any costs for bespoke items already purchased will be deducted from your refund. Card and online payments also have a 3% admin fee.

Wedding Flowers

If cancelled after deposit, no refunds are given and all invoiced amounts must be paid within 7 days.

To cancel, please call us as soon as possible at 02381550064.

REFUNDS + RETURNS

Refunds are processed via your original payment method within 7 working days once agreed. If this is not possible, we will contact you.

Due to the perishable nature of our products, please make any complaint within 1 working day of delivery or intended delivery. For quality concerns, email us a digital image to help us resolve your issue promptly.

Refunds are considered on a case-by-case basis following an investigation; outcomes will be communicated in writing or by phone. We do not offer refunds for fresh goods that perish more than 5 days after delivery. Please follow the care instructions provided to maximize flower longevity.

CONTACT

If you have any queries about anything in these terms and conditions, you can contact us in any of the following ways:

Phone: 02381005564

Email: Hello@thehessianrose.co.uk

DISCLAIMER

We will make reasonable efforts to keep The Hessian Rose fully operational and error-free but cannot guarantee uninterrupted service and accept no responsibility for defects or interruptions beyond our control. For other claims arising from your order, our liability is limited to five times the price of the purchased products. Except as stated above, we are not liable for any losses or damages—including loss of profits, contracts, business opportunities, data, or other indirect, incidental, special, or punitive damages—arising from your use or inability to access our website or services, unless otherwise required by law. Delays or failures to meet our obligations due to circumstances beyond our control are not our responsibility. The Hessian Rose acknowledges its legal duty to supply goods as per contract requirements.