Privacy Policy

Important Information and who we are

This Privacy Policy aims to give you information on how Flora Ltd (collectively referred to as “flora”, “we”, “us” or “our” in this Privacy Policy) collects and processes your personal data through your use of this website or otherwise, including any data you may provide when you sign up to our newsletter or purchase a product or service. 

This website is not intended for children and we do not knowingly collect data relating to children.

If you have any questions about this Privacy Policy, including any requests to exercise your legal rights set out in section 9 below, please contact us using the details set out below.

Changes to the Privacy Policy and your duty to inform us of changes.
We keep our Privacy Policy under regular review. This version was last updated in January 2025. It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Third-party links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit

The data we collect about you

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this Privacy Policy. We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences. Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with products or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this

How is your personal data collected?

We use different methods to collect data from and about you including through:

– Direct interactions. You may give us your Identity, Contact and Financial Data by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
– place an order via our website or purchase our products or services via any other means;
– book a Flower School course;
– book us to provide flowers for your wedding or other event;
– create an account on our website;
– subscribe to our service or publications (including our newsletter);
– request marketing to be sent to you;
– enter a competition, promotion or survey; or
– give us feedback or contact us.
– Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies.
– Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below:
– Technical Data from analytic providers such as Google
– Contact, Financial and Transaction Data from providers of technical, payment and
delivery services based inside the USA.

Purposes for which we will use your personal data

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. You will receive marketing communications from us (including our newsletter) if you have requested information from us and you have not opted out of receiving that marketing. We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.You can ask us or third parties to stop sending you marketing messages at any time by following the opt- out links on any marketing message sent to you or by contacting us at any time.

Change of purpos

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

In some circumstances you can ask us to delete your data: see section 9 below (Your Legal Rights) for further information. In some circumstances, we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

Order Cancellation Policy

We understand that sometimes plans change. If you wish to cancel your order, please notify us as early as possible. However, once an order has been processed and flowers have been sourced from our supplier, a cancellation fee of 30% will apply to cover the cost of goods and processing. In such cases, we are happy to cancel the order and issue a 70% refund. This helps us manage wastage and continue providing high-quality service to all our customers.

Flower Substitution and Flower Changing Policy

At times, certain flowers shown in product images or mentioned in descriptions may be unavailable due to seasonal limitations or supply issues. In such cases, we reserve the right to substitute those flowers with others of similar style, quality, and value. We always aim to maintain the overall look and feel of the arrangement as pictured, ensuring the best possible presentation for your order.

By placing an order, the customer agrees to this substitution policy and understands that exact flowers may vary depending on availability during the season.

Late Delivery & Delivery Liability Policy

At Online Flower Company, we aim to dispatch all orders promptly to ensure timely delivery. Once an order is confirmed, we carefully prepare the arrangement and hand it over to our trusted delivery partner — Royal Mail — for completion of the final delivery.

However, once the item has been handed over to the courier, the responsibility of the delivery timeline lies with the delivery service provider. As flowers are perishable and made-to-order, we are unable to recall or reuse them once dispatched.

We do not accept liability for any delays caused by Royal Mail or any third-party couriers, as we do not have control over their delivery operations or timelines. Customers are encouraged to place orders in advance to avoid potential delays, especially during peak seasons or unpredictable postal service disruptions.

By placing an order, customers agree and understand that once dispatched, delivery timing is subject to courier performance, and our responsibility ends at the point of dispatch.