Terms & Conditions

1. Placing an Order

When you place an order or a flower subscription requests with Bamboo Flowers Ltd, either by telephone or via the website at www.bambooflowers.co.uk you are deemed to have read and understood the following terms and conditions.


1.1 Cancelling your order

Orders or flowers subscription request can be cancelled 24 hr prior to the specified delivery date by emailing at info@bambooflowers.co.uk stating your order number and reason for cancelling. Please note, once orders or subscription requests have been despatched we cannot cancel it due to the perishable nature of the product. We cannot cancel orders subscription requests during peak events which can be processed four days prior to despatch. Once we have received your cancellation request we will confirm this cancellation via email or over the phone. 



1.2 Changes to subscription requests or orders


With reasonable notice prior to dispatch, we are able to make changes to orders. Once a subscription request or order has been dispatched, we are no longer able to amend the order. For any changes, please contact the customer service team or email the request. It is essential that you clearly include the order number or subscription package. For any other products, they can be returned within 30 days of receipt in order for a refund to be issued. All refunds will be made within 14 days of receiving the returned item(s). All refunds are processed within 3 to 4 working days.


1.3 Alcoholic gifts


Under the Licensing Act of 1964 (UK) and 1976 (Scotland) it is an offence for any person under 18 years to buy, or attempt to buy, alcoholic liquor. It is an offence under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland) for any person under 18 to buy, or attempt to buy, intoxicating liquor. It is an offence under Licensing (Northern Ireland) Order 1990 for any person under 18 to buy, or attempt to buy, intoxicating liquor.


All Alcoholic gifts are distributed to permitted areas of the United Kingdom via a licensed third party. For all licensing and supplier information please contact our customer service centre.


2 Refunds

Due to the perishable nature of all flower deliveries any complaints and refunds will be dealt with on a case by case basis. This does not affect your statutory rights.


If flowers are disposed without photographic evidence any remedy will be discretionary. To gain an accurate representation of a bouquet, arrangement it is preferred that a photograph is taken within 48 hours of receipt.


It is the senders’ responsibility to inform the recipient of the delivery of a gift item; if perishables are left in a safe place at the discretion with the courier we are not liable thereafter for the safe receipt of the goods. We will endeavour to redeliver if goods are returned. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own; we are regrettably unable to offer a refund. Any remedy will be discretionary.


If we cannot make contact with the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non-delivery if we have tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary. This does not affect your statutory rights.


Bamboo Flowers are not responsible for any order where the recipient refuses to accept the item. Bamboo Flowers will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item.


For items that are returned within the statutory cooling off period the consumer will bear the costs for the return of that item. If and delivered goods are damaged/defective and we require the item back we will bear all delivery/collection costs. This does not affect your statutory rights.


We will be able to make a deduction refund for any diminution in value of the returned goods due to handling which goes beyond the sort of handling that might be reasonably allowed in a shop.




We cannot guarantee a delivery date as delivery is executed via a third party, but will endeavour to deliver on your desired date as all flowers, except for hand delivered products, are dispatched the day before the intended delivery day using a 24 hour delivery service the day before your chosen date. In the event a delivery is not made on the specified date we cannot offer a refund unless extra was paid for same day delivery, however for exceptions. Delivery days are 6 days a week with except for Sunday and Bank holidays. Any orders made for delivery on a bank holiday may be delivered the next working day unless otherwise stated. Next day flower deliveries are delivered via Yodel, Hermes, Royal Mail or DPD 


By making a purchase from Bamboo Flowers, you are not entering into any contract that guarantees a specific time between times stated. At peak times we reserve the right to extend delivery times. During peak periods, if we miss the specified delivery date but still deliver the order you will not be entitled to a full refund. Any remedy will be discretionary. This does not affect your statutory rights.


We will always attempt to deliver your order or subscription request to the address that was entered on the order page. It is vital that a complete address in provided such as a flat number, post code, unit, room number, street address and town. For hard to reach areas please contact customer services and provide us with additional information. We cannot deliver to PO boxes, army bases or airport terminals.


Same - day Surrey & London delivery. For same - day delivery service, please order before 1.00pm, Monday - Friday. 

For Surrey & London services on Saturdays, place your order before 12.00pm 

Next - day National delivery. A next - day nationwide delivery services is available Tuesday - Saturday for orders placed by 1.00pm the previous day. 


After you have placed your order or subscription request you will receive an email confirming the order details and subscription package in full. It is important that you check that these details are correct as amendments may not be accepted after this time. We are able to amend all delivery details for forthcoming subscription deliveries. We advise that you check your junk box for emails in case our mail appears there. If you do not receive this email you should contact customer services.


We are not liable for delivery failure where incomplete or incorrect shipping has been provided, this includes incorrect post codes. The obligation is on the customer to check that the information is correct.


Hospital and Funeral Deliveries

When placing an order or subscription request for a patient or member of staff at a hospital, it is important to check prior to purchase that the hospital will accept florist deliveries. It is important to provide us with an up to date ward number for a particular patient as not all hospitals permit florists deliveries. We are not liable for instances where a delivery is refused for a hospital order. Any remedy sought will be discretionary. For funeral deliveries we must receive the order at least 24 hours prior. If the order is to be delivered at the funeral directors, the name of the deceased must be provided along with the time and date for the funeral.


Customer Care

Our dedicated customer service aim to provide you with the best possible customer experience. They aim to deal with all enquiries quickly and efficiently. Office hours are 9.00am to 5:00pm Monday to Friday. Office hours extend at peak periods.

5.1 Equal Treatment

Our customer service team will treat all customers with respect and they deserve to receive the same. Any email or phone call received which may be considered offensive or abusive will not receive a reply and we may refer it to the appropriate authorities. We reserve the right to cancel a customer account if we consider the customer is behaving in an inappropriate way. If a member of staff feels threatened or abused, the conversation will be terminated. Help us to help you!

100% Satisfaction Guarantee

Doing all we can to ensure a fresh flowers will be delivered to your recipient. At Bamboo Flowers  we deliver bouquets, letterbox flowers, flower subscriptions to every corner of the UK to delighted recipients and strive to give the best possible service and deliver the best & freshest flowers expertly arranged by our team of florists. From time to time things can go wrong and mistakes can happen which is saddening to us and we take it personally if our service hasn’t been anything but plain sailing. We are human after all but we really do try our best to get it right the first time, every time.


If you are not 100% happy with your flowers buying experience with us please get in touch and let us know, we really do appreciate feedback and are always striving to better our service. You can get in touch via email at: info@bambooflowers.co.uk  and one of our customer service team will be very happy to assist you. Whatever the problem maybe, we will strive to make you a happy customer again.


Our 100% satisfaction guarantee only covers the aspects of our business that we have direct control over and does not cover the actions of third parties.


Our 100% satisfaction guarantee is not applicable to issues that are not directly under our control for example if a customer enters an incomplete or incorrect delivery address, if a delivery is refused by the recipient or business or hospital, if multiple delivery attempts are made unsuccessfully, delays in transit, if we are awaiting missing information from the customer i.e. a missing address line or inaccurate delivery information. Please also note, once flowers have been despatched, we are unable to change or amend order details.


Our courier delivered flowers once are exempt from our 100% satisfaction guarantee as once they are picked up by the courier they are out of our direct control. Refunds and resends are at our own discretion and will all need to be investigated with our courier before any action can be taken due to the sheer volume of parcels the courier deals with. This may take up 7 working days. This does not affect your statutory rights.


In the unfortunate event of a non-delivery on the delivery date you selected please contact our customer service department so that they can review your order.


In the unfortunate event of late-delivery (over 3 working days) of the delivery date you selected, Bamboo Flowers will refund the delivery cost to you. Some areas require an additional working day in transit. Deliveries may be early during peak events to ensure delivery of your order.


If your bouquet has arrived in a poor state, we will of course send out a replacement bouquet. Please note with proper care and fresh water the longevity of your flowers will be increased. We ask to see a photo to clarify the condition of the flowers. All bouquets are delivered with full care instructions provided.


If for whatever reason we are unable to fulfil your order or subscription request we will refund the full amount to you or will redeliver the bouquet at a later date and upgrade it to a greater value.


All flowers and colours are subject to availability and seasonal availability and are therefore subject to substitution. Orders will be made up with equal or greater value; this applies to our same day range.


Please note that balloons are only available on Local delivery only Surrey & London. Balloons are subject to availability, colour and design may vary however we will always ensure that a suitable balloon is delivered with the order. All balloons are of equal value. Our Add-on balloon, RRP £4.99 

Same - day Surrey & London delivery. For same - day delivery service, please order before 1.00pm, Monday - Friday. 

For Surrey & London services on Saturdays, place your order before 12.00pm 




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