Terms of Service

Last updated: 13 October 2026

1. About us

This website is operated by Primrose & Poppies (“we”, “us” or “our”).

Our contact details are:

Trading name: Primrose & Poppies
Legal owner: Kevin Duff
Address: 447 Victoria Avenue, Blackley, Manchester, M9 8PJ, United Kingdom
Email: sales@primroseandpoppies.info
Telephone: 0161 795 5616
Website: https://primroseandpoppies.info

Our online store is hosted by Shopify, which provides the ecommerce platform that allows us to sell our products and services to you.

2. Acceptance of these terms

These Terms of Service apply when you visit our website, place an order or otherwise use our services.

By using the website or purchasing from us, you agree to these Terms of Service, together with our:

• Privacy Policy

• Refund Policy

• Delivery information

• Contact Information Policy

If you do not agree to these terms, you should not use the website or place an order.

You must be at least 18 years old, or have permission from a parent or legal guardian, to place an order.

3. Products and availability

We sell fresh flowers, bouquets, floral arrangements, funeral tributes, wedding flowers, gifts and related products.

Fresh flowers are natural and seasonal products. Colours, varieties, sizes and appearances may differ slightly from photographs shown on the website.

All products are subject to availability. We may limit quantities, withdraw products or refuse an order where reasonably necessary.

4. Flower substitutions

Because flowers and foliage are seasonal and availability can change at short notice, substitutions may sometimes be necessary.

Where a particular flower, colour, wrapping or container is unavailable, we may substitute it with an item of a similar style, colour and equal or greater value. We will try to preserve the overall appearance and character of the arrangement.

If a substantial change is required, we will make reasonable efforts to contact you before preparing the order.

5. Product information

We make reasonable efforts to ensure that product descriptions, photographs and prices are accurate. Screen colours and the natural appearance of flowers may vary.

The dimensions of floral products are approximate. As each arrangement is made by hand, no two arrangements will be identical.

Product photographs may occasionally include decorative items, props or containers that are not included unless specifically stated in the product description.

6. Allergies and safety

Flowers, plants and associated products may contain pollen or other natural materials that could cause an allergic reaction.

Some flowers and plants may be harmful if consumed and may be unsafe for pets. Customers are responsible for checking suitability where the recipient has allergies, young children or pets.

Please contact us before ordering if you have a particular allergy or safety concern.

7. Orders and contract formation

Submitting an order does not automatically mean that we have accepted it.

After you place an order, you will normally receive an order acknowledgement. A binding contract is formed when we accept the order and send confirmation or begin preparing it.

We may refuse or cancel an order where:

• A product is unavailable;

• Payment cannot be authorised;

• Delivery is outside our service area;

• Information supplied is incomplete or inaccurate;

• We suspect fraud or misuse;

• A product or price has been displayed incorrectly; or

• We cannot reasonably fulfil the requested delivery date.

If we cancel an order after payment has been taken, we will refund the affected amount using the original payment method.

8. Prices and payment

Prices are shown in pounds sterling and include applicable taxes unless stated otherwise.

Delivery charges and any optional extras will be shown before you complete checkout.

We may change prices at any time, but changes will not affect an order that we have already accepted.

You confirm that the payment and billing information supplied is accurate and that you are authorised to use the selected payment method.

9. Delivery

We currently provide delivery to the locations offered during checkout.

You are responsible for providing a complete and accurate recipient name, delivery address, postcode and contact telephone number. We are not responsible for delays or failed delivery caused by inaccurate or incomplete information supplied by you.

Delivery dates and requested times are not guaranteed unless we have expressly agreed otherwise with you. We will make reasonable efforts to deliver on the selected date and near any requested time.

For same-day delivery, please telephone 0161 795 5616 before 2pm. Same-day delivery is subject to availability and cannot be guaranteed until confirmed by us.

Where a delivery date is essential, you must tell us before placing the order and obtain our confirmation.

10. If the recipient is unavailable

If nobody is available at the delivery address, we may, where safe and appropriate:

• Leave the order with a neighbour;

• Leave it in a safe place identified by the customer or recipient;

• Contact the customer or recipient for instructions; or

• Return the order to the shop for collection.

We may leave a delivery card or send a telephone or electronic notification explaining where the order has been left.

If the delivery cannot safely be completed, collection or a further delivery attempt may be required. An additional delivery charge may apply where the failed delivery was caused by incorrect information or nobody being available.

Delivery charges are not normally refundable once delivery has been completed or reasonably attempted, except where required by law.

Nothing in these terms changes the point at which risk passes under applicable consumer law.

11. Collection orders

Orders marked for collection must be collected from:

Primrose & Poppies
447 Victoria Avenue
Blackley
Manchester
M9 8PJ

Please bring your order confirmation or other suitable proof of purchase.

Fresh flower orders should be collected at the agreed time. We cannot guarantee the condition of perishable products that are collected substantially later than agreed.

12. Messages and delivery instructions

You are responsible for checking that card messages, recipient names and delivery instructions are correct before submitting an order.

We may refuse to include a message containing unlawful, threatening, abusive, discriminatory or otherwise inappropriate material.

We cannot guarantee confidential delivery where an order is left with a neighbour, receptionist or another person at the delivery address.

13. Changes and cancellations

Please contact us as soon as possible if you need to change or cancel an order.

Fresh flowers and other goods that deteriorate or expire rapidly are generally excluded from the statutory 14-day change-of-mind cancellation right.

Bespoke, customised or clearly personalised products are also generally excluded from the statutory change-of-mind cancellation right.

We may still agree to a change or cancellation if preparation has not begun and stock has not been specially purchased. This is at our discretion and does not affect your statutory rights.

Non-perishable and non-personalised products may qualify for a statutory cancellation period. Further details can be found in our Refund Policy.

14. Problems with an order

Please inspect the order as soon as reasonably possible after delivery or collection.

If an order is damaged, faulty, not as described or substantially different from what was agreed, contact us promptly at sales@primroseandpoppies.info or 0161 795 5616.

Please provide:

• Your order number;

• A description of the problem; and

• Clear photographs where appropriate.

Because flowers are perishable, contacting us quickly helps us investigate and offer an appropriate solution.

Depending on the circumstances and your legal rights, we may offer a replacement, partial refund, full refund or another suitable remedy.

Nothing in these terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer law.

15. Fresh flower care

The lifespan of fresh flowers depends on the flower varieties, environment and care they receive.

Customers and recipients should follow any care instructions supplied, including trimming stems, using clean water and keeping flowers away from excessive heat or direct sunlight.

We cannot accept responsibility for deterioration caused by a failure to follow care instructions, unsuitable storage or treatment after delivery.

16. Wedding and funeral orders

Wedding flowers, funeral tributes and other bespoke arrangements may require a consultation, separate quotation, deposit and agreed specification.

Additional terms, payment dates or cancellation arrangements may be provided with the quotation. Where additional written terms conflict with these general terms, the specifically agreed written terms will apply to that order.

Deposits and payments for specially ordered materials may be non-refundable where work has begun or costs have already been incurred, subject to applicable law.

17. Promotions and discount codes

Discount codes and promotions are subject to their stated terms and expiry dates.

Unless stated otherwise:

• Only one discount may be used per order;

• Discounts cannot be exchanged for cash;

• Discounts do not apply retrospectively;

• Delivery charges may be excluded; and

• Promotions may be withdrawn where reasonably necessary.

18. Website use

You may use this website only for lawful purposes.

You must not:

• Use the website for fraudulent or unlawful activity;

• Introduce viruses, malicious code or harmful material;

• Attempt to gain unauthorised access to the website or connected systems;

• Interfere with the security or operation of the website;

• Scrape, copy or reproduce content without permission; or

• Use false contact or payment information.

We may suspend or restrict access where we reasonably believe these terms have been breached.

19. Intellectual property

The website and its content—including branding, photographs, graphics, product descriptions, logos and written material—belong to Primrose & Poppies or are used with permission.

You may view the website and make purchases for personal use. You may not copy, reproduce, distribute or commercially exploit its content without prior written permission.

20. Reviews, photographs and feedback

If you submit a review, photograph, comment or other content, you confirm that:

• You own it or have permission to provide it;

• It does not infringe another person’s rights;

• It is not unlawful, misleading, abusive or defamatory; and

• It does not contain malicious software.

You give us permission to display and use submitted content for operating and promoting our business, unless otherwise agreed.

We may remove content that breaches these terms.

21. Third-party services and links

Our website may contain links to third-party websites or use services supplied by organisations such as Shopify and payment providers.

We are not responsible for the content, availability or practices of independent third-party websites. Their own terms and privacy policies will apply when you use their services.

22. Privacy

We process personal information in accordance with our Privacy Policy.

Please review that policy to understand what information we collect and how it is used.

23. Availability of the website

We aim to keep the website available and accurate, but we do not guarantee uninterrupted or error-free access.

We may update, suspend or withdraw parts of the website for maintenance, security or operational reasons.

24. Our liability

Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including liability for:

• Death or personal injury caused by negligence;

• Fraud or fraudulent misrepresentation; or

• Breach of your statutory consumer rights.

If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these terms or failure to use reasonable care and skill.

We are not responsible for losses that were not foreseeable, losses caused by information supplied incorrectly by you, or business losses arising from a consumer purchase.

25. Events outside our control

We are not responsible for delays or failure caused by events outside our reasonable control, including severe weather, transport disruption, supplier failure, public emergencies or interruption to essential services.

If such an event affects an order, we will contact you where reasonably possible and take reasonable steps to minimise the impact.

Your statutory rights concerning delivery and refunds remain unaffected.

26. Changes to these terms

We may update these Terms of Service to reflect changes to our services, business practices or legal obligations.

The version published on the website when an order is placed will normally apply to that order.

27. Severability and waiver

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

A delay in enforcing a right does not mean that the right has been waived.

28. Governing law

These terms are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you retain any mandatory protections provided by the laws that apply where you live.

Disputes may be brought before the courts that have jurisdiction under applicable consumer law.

29. Contact us

Questions about these Terms of Service or an existing order can be sent to:

Primrose & Poppies
447 Victoria Avenue
Blackley
Manchester
M9 8PJ
United Kingdom

Email: sales@primroseandpoppies.info
Telephone: 0161 795 5616