Terms & Conditions

Please read these Terms & Conditions together with our related policies:

These documents form part of our Terms & Conditions and apply to all orders placed through our website.

1. About Us

These Terms & Conditions are issued by Aoyama Flower Market London, trading at Selfridges, 400 Oxford Street, London W1A 1AB.

2. Use of Our Website

By using our website, you agree not to:

  • Use it for any unlawful purpose
  • Try to gain unauthorised access to our systems
  • Copy or reproduce our content without permission

3. Orders & Payment

Pricing
All prices include VAT and are shown in GBP unless otherwise stated. Delivery charges are added at checkout.

Payment methods
We accept major credit/debit cards and other payment methods shown at checkout.

Charging
Your payment will be charged at checkout when you place your order.

Incomplete payment
If your payment cannot be completed (for example, if the card issuer declines the transaction or if additional security checks are required), your order will not be processed.

Order acceptance
Your order becomes binding once we send you a confirmation email. However, as we work with seasonal and perishable products, availability may occasionally vary. If we are unable to prepare your selected product for the requested date, we will contact you to arrange an alternative date or suggest a suitable replacement.

4. Flowers & Plants

Please note that, due to their perishable nature, fresh flowers and plants cannot be returned once delivered. For details, see our Return & Refund Policy.

Seasonality & variation
Our florists work mainly with seasonal flowers, so arrangements may not look exactly like the photos on our website. As natural products, flowers and plants can vary in colour, size, and shape, and some may arrive in bud to ensure longer life.

Substitution policy
If certain flowers, foliage, or containers are unavailable, we may replace them with carefully chosen alternatives of equal or greater value, keeping the style and quality of your order.

Customisation
Customisation is not available for online orders. For bespoke arrangements, please contact us directly in-store or via live chat.

Health & safety
Some flowers and plants may be harmful if eaten, cause skin irritation, or trigger allergies. If you need to avoid certain varieties, please check with us before placing your order.

5. Gift Message

Card Types
A complimentary message card (W 10.2 cm × H 6.2 cm), featuring our store logo and accompanied by an envelope, is included with all applicable orders. If you purchase a paid message card, your gift message will be handwritten on the paid card instead of the complimentary one. Please note that we cannot accommodate requests for specific handwriting styles or font preferences.

Gift Message Character Limit
Most of our products allow a gift message of up to 250 characters. However, for Hat Box Single Rose products, the accompanying card is smaller in size, and therefore the message must be within 40 characters.

Accuracy of Message Content
Your message will be written exactly as entered during checkout. We are not responsible for any spelling errors, omissions, or other mistakes in the text provided by the customer.

Language Requirements
We accept gift messages in English only. Messages entered in other languages, special characters, or non-Latin scripts may not display correctly due to system limitations. If a message is submitted in a language other than English, we may contact you for clarification or adjust the message at our discretion to ensure proper processing.

Layout & Placement
The layout, spacing, and placement of your message will be adjusted by our team to best fit the design and size of the accompanying card. Please note that the handwriting scale may vary depending on the length of your message and the size of the card.

System Limitations & Data Display Issues
While we take great care in processing your message, we cannot guarantee the prevention of issues such as character encoding errors, unintended line breaks, or other system-related display problems. We accept no liability for any message alterations caused by technical limitations.

6. Age-Restricted & Safety-Controlled Products (Bladed Tools)

Certain products sold on our website, such as pruning shears and other tools with sharp or bladed components, are classified as age-restricted items under UK law.

By purchasing these products, you confirm that:

  • you are 18 years of age or older,
  • the item is for lawful use, and
  • you understand and comply with all relevant UK regulations regarding the possession and use of bladed items.

We reserve the right to verify age or refuse an order if we believe the purchase does not meet legal requirements. These items must be handled responsibly and kept out of reach of children.

7. Liability

Nothing in these Terms affects your statutory consumer rights.

Our responsibility is limited to the total value of your order.

We are not responsible for:

  • Delays beyond our control (e.g., courier issues, traffic, weather)
  • Incorrect delivery addresses provided by the customer
  • Allergic reactions to flowers or plants
  • Any loss, theft, or damage after delivery if you have agreed at checkout for the order to be left in a safe place
  • Indirect or consequential losses, such as missed events or loss of opportunity, caused by late or failed delivery

8. Intellectual Property

All content on our website, including text, images, logos, and designs, is the property of Aoyama Flower Market London or its licensors. You may not copy, reproduce, or use this content without our prior written consent.

9. Privacy

We collect and process personal data in line with our Privacy Policy, which also explains our use of cookies and similar technologies.

10. Force Majeure

We are not liable for delays or failures caused by events outside our reasonable control, such as strikes, natural disasters, extreme weather, or public health emergencies.

11. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales.

12. Changes to Terms

We may update these Terms & Condtions from time to time. The latest version will always be available on our website. By continuing to use our services, you agree to the updated Terms once they take effect.

13. Severability

If any part of these Terms is found to be invalid or unenforceable, the remaining sections will continue to apply in full.

Contact Information

If you need to get in touch with us or have any questions, please contact us:

Aoyama Flower Market Lodon
Phone: +44 (0)79 5609 3699 (preferably by WhatsApp or text message)
Email: ukonline@aoyamaflowermarket.com
Address: 400 Oxford Street, London W1A 1AB, United Kingdom

We are located on the Ground Floor in Selfridges.