Welcome to New Malden Florist’s website. These Terms & Conditions govern all orders and transactions made via our online shop, specifically for flower delivery in New Malden and neighbouring areas. By placing an order through our website, you agree to be bound by these Terms & Conditions, so please read them carefully before proceeding. These Terms apply to all customers residing or ordering for delivery in New Malden and its surrounding communities.
Our online order process is designed to be simple and secure. Please follow these steps to place your flower delivery order:
Please note that all orders are subject to availability. While we aim to ensure all products displayed are in stock, there may be occasions when substitutions are necessary, always aiming to retain the style, quality, and value of the original selection.
Payment must be made in full at the time of ordering. We accept a variety of secure payment methods, which may include major credit/debit cards and other online payment gateways, as cited on our checkout page.
All prices are stated in GBP (£) and include VAT at the applicable rate, where relevant. Delivery charges (if any) are clearly displayed prior to the completion of your order. New Malden Florist reserves the right to adjust prices without prior notification; however, orders already placed and confirmed will not be affected by such changes.
We use secure third-party processors to handle payment information. At no time does New Malden Florist receive or store your full payment account details. You confirm that the payment card or method used is yours, or that you have authority to use it, to avoid fraudulent transactions. All transactions are subject to validation checks and authorisation by your card issuer. If your payment fails these checks, your order will not be processed.
If you wish to amend or cancel your flower delivery order, please request a change as soon as possible after placing your order. Due to the perishable nature of flowers and the swift processing of orders for same or next-day delivery within New Malden and its surroundings, requests for cancellations or amendments are only accepted when orders have not yet been dispatched.
To submit a request for cancellation or to amend your order, please contact us as soon as possible. If your flowers have already been prepared or sent for delivery, we regret that changes cannot be made. Due to the bespoke and perishable nature of our products, we cannot offer returns or exchanges except in cases of error or fault, as detailed below.
Our flower delivery service covers New Malden and surrounding areas as defined on our delivery information page. All flowers are hand-prepared and delivered either by our own drivers or trusted partners. Delivery times are not guaranteed, but we endeavour to deliver on the requested date and as close to the preferred time range as possible.
It is your responsibility to ensure that the recipient’s address is accurate and accessible. If the recipient is unavailable at delivery, we may leave flowers in a secure location, with a neighbour, or follow other instructions provided. We cannot be held liable for failed deliveries or issues arising from incorrect or incomplete delivery details supplied by the customer.
While we take great care to provide accurate product descriptions and images, flowers are a natural, seasonal product that may vary. In rare cases, certain stems, vases, or packaging may not be available. In such instances, we reserve the right to substitute with items of equal or greater value and comparable style, always maintaining the overall effect of the product originally ordered.
If a significant change becomes necessary, we will endeavour to notify you before dispatch. Colour variation is natural and to be expected. The lifespan of flowers varies, but care instructions are included to maximise freshness following delivery.
If you are dissatisfied with the flowers or service you receive, please contact us promptly, ideally within 24 hours of delivery. Complaints should include photographic evidence wherever possible and a clear description of the issue. Due to the perishable nature of fresh flowers, we may be unable to investigate complaints submitted several days after delivery.
If flowers are found to be damaged on arrival or not as described (excluding necessary and reasonable substitutions or minor divergences), we will offer a replacement, partial refund, or other resolution at our discretion. Returns are generally not possible except in the unlikely event of a product fault. Your statutory rights under the Consumer Rights Act 2015 are not affected.
New Malden Florist’s liability in connection to any order will be limited to the price paid for that order. We will not be liable for indirect or consequential losses, loss of profit, or loss of opportunity. In cases of non-delivery or substantial error proven to be our fault, our maximum liability will be to offer a re-delivery or a refund up to the value of the original order.
We are not liable for failure or delay in performance where this is caused in whole or in part by events outside our reasonable control, such as adverse weather, traffic incidents, strikes, pandemic restrictions, or third-party failures. Nothing in these Terms & Conditions limits or excludes our liability for death or personal injury caused by our negligence, or any other liability that cannot legally be limited or excluded.
We are committed to safeguarding your privacy and handling any personal data provided to us in accordance with UK data protection regulations. Information provided during the ordering process is used solely for order fulfilment and, where you have given consent, for marketing communications. We do not share your details with unauthorised third parties.
You have the right to access, amend, or request deletion of your personal data held by New Malden Florist. For further information on how we process your information, please refer to our Privacy Policy.
All images, content, designs, and trademarks displayed on our website are the property of New Malden Florist or our licensors. They may not be reproduced, copied, or used for commercial purposes without prior written consent. Use of this website is subject to the terms outlined, and misuse or unauthorised access may result in legal action.
These Terms & Conditions, and any contract formed between you and New Malden Florist, are governed by and construed in accordance with English law. Any disputes arising from or relating to these Terms or our services shall be subject to the non-exclusive jurisdiction of the English courts.
If you have any queries about these Terms & Conditions or your experience with our online flower delivery service in New Malden and beyond, please use the contact form provided on our website. We will do our utmost to resolve your enquiry efficiently and professionally.
These Terms & Conditions apply to all customers ordering from or for delivery in New Malden and the surrounding suburbs. By continuing to use our website or place an order, you acknowledge and accept these Terms.
This website is operated by HF ONE LONDON LIMITED, a company registered in England and Wales under company number 14314390.
Our business correspondence address is .
HF ONE LONDON LIMITED operates a nationwide network of trusted local florists and delivery partners. Each local website, including this one serving customers in New Malden, represents a specific delivery zone within this network — ensuring same-day delivery and personalised customer care across the UK.
All online orders are centrally processed by our team and fulfilled by approved local partner florists closest to the recipient’s address in or near New Malden.
For assistance with orders, returns or account queries, please fill out the Contact Us form.
Please fill out the form below to send us an email and we will get back to you as soon as possible.
