Payment may be made by any of the methods indicated on the payment page of the Website and will be debited when you submit your order.

Occasionally credit cards that are entered correctly and have sufficient funds are not validated because the card issuer is performing a random security check. In these cases, we will need to take payment over the phone. We will email or call you in these circumstances. If you receive a message to tell you that payment has not been validated, please contact us on 020 7730 0030 immediately to ensure your order can be attended to.

Due to time differences, payments made out of office hours, or problems getting hold of you via the contact details you have provided, we are sometimes unable to process a valid payment prior to the requested delivery date. If this is the case, once we have received payment, we will dispatch the goods ordered as soon as we can to minimise any further delay. Although this delay is regrettable, it is outside our control and therefore we cannot offer any form of refund in these circumstances.

If you wish to make any changes to your order please call us on 020 7730 0030. Please note that any changes to your order (delivery address, gift message) must be made at least 2 working days prior to delivery to ensure that we have time to amend the order prior to dispatch. We cannot guarantee to accept changes made to your order after that time. Any change to your order may affect the price to be paid by you and our acceptance of your requested change will then be subject to any additional price or charge being received by us

Only requests for cancellations that are made at least 2 working days before the intended delivery date will be considered by us. Although we will usually accept such a cancellation we do not guarantee to do so on every occasion. Where a requested cancellation is received by us on a Saturday, Sunday or Bank Holiday it will be treated as having been received on the following working day. To request order cancellation, please call 020 7730 0030.

Should the recipient be away at the time of delivery, a card will be left stating attempted delivery was made.

Where substitution of goods is necessary, we will try to contact you. If you wish to discuss the substitution we have made, please contact us. If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept the substitution.

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our Privacy Policy.

At the checkout, we ask for the following personal information:

Customer email address - we use this information for the purpose of order acceptance, informing you of the order status and in the event that we need to make substitutions.

Customer full name and address - we use this information for credit card validation and for direct mailing (if you have agreed to receipt of these mailings).

Customer telephone number (and mobile number) - we use this information to contact you in the event of problems with the order such as payment failures or delivery problems.

Recipient full name and address - we use this information in order to be able to deliver the goods you have ordered.

Recipient telephone number - we use this information to contact the recipient in the event of a problem delivering your order. We will not contact the recipient under any other circumstances.

We shall only use personal data received from you for the purpose of fulfilling our obligations under these Terms and Conditions and as stated in our Privacy Policy.

In order for us to resolve any complaints quickly and to our mutual satisfaction, and in view of the nature of the goods we deal in, we request that you make any complaint within 1 day of the date of delivery or intended delivery of your purchase.

Because of their perishable nature, flowers are non-returnable. This does not affect your statutory rights. If you are not completely satisfied with the goods we supply please call us on 020 7730 0030 from 9 am to 5 pm, Monday to Friday, quoting your order reference number or email us on sales@pulbrookandgould.co.uk. We are able to replace flowers with flowers of equal vlaue or refund them.

If you have any questions regarding our terms and conditions or have any comments about our Website, please email us at sales@pulbrookandgould.co.uk or call us on 020 7730 0030.