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Terms & Conditions

  1. At Phoneix Rose Florals we source the best seasonal flowers therefore cannot guarantee specific flower varieties

  2. Our photographs used on our website and social media are for illustrative purposes of size and style only. We design our arrangements and use flowers based on seasonal availability and quality.

  3. We accept no responsibility if flowers are not cared for in the right way after delivery.

  4.  If there is no one to receive a flower delivery or any other delivery, then we will leave in a safe place that has been requested by sender or with a neighbour.

  5. Please note some flowers and foliage may be harmful or poisonous. Please do not eat flowers and avoid contact with children and animals.

  6. We take pride in our work and take certain precautions to make sure all flowers and floral designs are in great condition.  We offer a replacement or a refund, but a complaint must be made within 24 hours and a picture must be taken of the issue as proof of complaint.

  7. We offer free delivery to Gullane and Archerfield. Additional delivery fee will be charged to different delivery zones. You can locate these when you payment is made at checkout.

  8. It is your responsibility to ensure we have the correct delivery information. Phoenix Rose Florals accepts no responsibility for non-delivery if incorrect information is provided.

  9. In the rare event that we are unable to provide a gift bouquet or service that has been ordered/booked the customer will be informed as soon as possible and a full refund provided.

  10. In the event of sudden illness, severe weather conditions or other acts beyond our control which inhibit our ability to deliver flowers or adequately perform our services Phoenix Rose Florals will not be held responsible

  11. Should you wish to cancel your order at least 48 hours’ notice before the collection/delivery day must be given in order to receive a full refund. If an order is cancelled less than 48 hours before intended collection/delivery day payment will be forfeited.

Terms & Conditions for Weddings

These terms and conditions (the "Terms and Conditions") are the terms and conditions upon which Phoenix Rose Florals ("we/us") makes available to you, the event commissioner, and any of our services.


These Terms and Conditions cover the products and service provided by Phoenix Rose Florals (PRF)

1. Phoenix Rose Florals (PRF) Products and Service

1.1 All Phoenix Rose Florals products are subject to availability. In the event of any supply difficulties PRF reserve the right to substitute a formerly agreed ingredient or component within a design of equivalent value and quality without notice. This includes specific flowers/ plants and sundries that may not be available. I would stress that flowers and plant material are natural products and colours may differ/ be unavailable to those agreed but we will always provide the next best thing.

1.2 In the unlikely event that PRF are unable to supply product, service or any substitute product or service to you at all, we shall notify you as soon as is reasonably possible and shall reimburse your payment in full. See 8.1.

2. Prices and payment

2.1 Prices listed within the PRF product or service proposal will remain valid for 14 days from the date sent to you, the event commissioner, and should be secured with the notified deposit amount. Prices will be secured for the event unless the ingredients or components for the intended final design of the product or service rise significantly in which case, we shall notify the event commissioner as soon as reasonably possible and pass this cost on to said event commissioner. 

2.2 Full payment for the product or service must be received prior to the event or service and no less than 4 weeks before the event or we will not go ahead with the event. 50% deposit is required to make the booking.

2.3 We will move your ceremony arrangements between rooms at the same venue free of charge. However, due to the logistics and strict timescales of moving flowers from churches to the reception venue, we may charge a £100 fee for this. This is non-negotiable.


3. Delivery

3.1 PRF charges for travel at a cost of 45p per mile. For travel times over 60minutes, a rate of £15.00 per hour will be charged. 


3.2 Incorrect personal details may lead to problems or delays in delivery, so before placing or confirming your order for a product or service, please ensure that you, the event commissioner, have provided full address and telephone details, including accurate postcode of the intended recipient and your contact telephone number or e-mail address so that we can notify you in the event that any delivery problems are encountered. This can be completed via the Booking Form.


3.3 The event commissioners’ flowers will be delivered or set up at a time prior agreed between PRF and you, the event commissioner. If for any reason we are not able to meet the delivery or set up time, the event commissioner will be notified as soon as feasibly possible.


4. Event set up


4.1 Emma will personally create your flowers and will be present with her dedicated team to deliver and set up.


4.2 PRF accept no responsibility for any damage caused by flames or lit candles at an event once we have left the wedding set up. Whilst PRF provide candles and candle vessels, it is usually the caterer and/ or venue staff that light these and we will not therefore be held accountable for any damage caused by them.


4.3 PRF accept no responsibility for failure to collect, wear or use any arrangements for specific use by the bridal party, i.e. buttonholes or bouquets, once they have been left by our team at the relevant- and pre-agreed- venue.  Any oversight to correctly collect and, for example, pin on buttonholes on behalf of the wedding party, or by an individual, remains the responsibility of said wedding party and/ or individual.


4.4 PRF request that we are the sole provider of floral arrangements and/ or fresh flowers and foliage décor. If you wish to add your own arrangements, please notify us. Please note, other than church flower teams, we will not work or partner with any other provided of floral décor for your event. This is non-negotiable.


5. Cancellation of the Phoenix Rose Florals (PRF) products or service


5.1 Cancellation of the PRF products or service must be notified as soon as reasonably possible. Any deposit paid will be retained regardless of the circumstances of the cancellation. As per term 2.2, we must receive full payment 2 months before the event. If you cancel your event within this time, after we have received payment from you, we will be unable to offer a refund, and will retain the full amount. Please see below for following timescales and refund amounts:


9 months or more before event date: Deposit retained; no further payment required

6-8 months before the event date: Deposit retained, and an admin fee of £150 required

3-5 months before the event date: Deposit retained, and 25% of final amount payable

Less than 3 months- up to event date: Deposit retained, and full amount payable


6. Third party products or service


6.1 PRF hire in many items for use in event floristry. All items are checked thoroughly, and mint condition is ensured. However, if an item were to break, crack or cause injury to a 3rd party or individual then PRF accept no responsibility. We will provide full contact details of the hirer and from there, the dispute is to be settled between the event commissioner and the supplier of said faulty item. 


7. Complaints about the Phoenix Rose Florals (PRF) product or service


7.1 If the event commissioner is not satisfied with PRF product or service, any complaints should be addressed in the first instance, and within 1 working day of the delivery date, to:                                   

+44 (0) 7400 421 042 

Templar Lane, East Lothian, Gullane, EH312AH 

7.2 Because of the perishable nature of our products, the event commissioner will be advised upon delivery how to store/ care for your product and we ask that you fulfil this. Usually, the instruction will be to keep the product in a cool place, away from draft, heat or strong fumes and, leave a bridal bouquet, in its tissue paper or gift bag until usage.


​8. Social media and the use of images of your flowers


8.1 PRF will always post an image, taken by us, on the day of your event. Following this, we will then share more photographs and details of the flowers in the form of a blog post which will be posted on our website and social media profiles. We will send you copies of the images we have taken should you require them.


9. Disclaimer- Ill health, Acts of God or adverse weather conditions


9.1 Whilst we agree to use our reasonable endeavours to ensure that the PRF Service is fully operational and error-free we cannot guarantee this. Acts of God, sudden ill health and adverse weather conditions may affect our ability to deliver the Foxgloves and Alice product or service. However, in cases of adverse weather we will remain in contact with the event commissioner in the lead up to the event and, if the event is out of season, we will discuss a contingency plan with the event commissioner. We have contingency plans for such occasions of sudden ill health. Emma Pyle and PRF is unable to personally complete or deliver your event, then this will be completed by a member of our inhouse team or outsourced accordingly. Ultimately, we can accept no responsibility for Acts of God, sudden ill health or adverse weather conditions and if we are prevented from providing the PRF service or product as agreed, then we can only offer a refund of full moneys paid. 


10. General


10.1 We reserve the right to supplement and amend the Terms and Conditions of PRF product or service from time to time. We will inform the event commissioner of any changes to the PRF terms and conditions. If you do not sign and return a copy of the Terms and Conditions as listed herewith, by paying a deposit and proceeding with the booking you are entering into a contract and therefore agree to these Terms and Conditions.


10.2 Additionally, we reserve the right to suspend, restrict or terminate PRF products or services for any reason at any time.



After a review of the above please sign and return this document as proof of agreement of the terms and conditions, at the time of paying your deposit. We will not be able to proceed with your booking without a signed copy of this.


Name:                         _________________________


Date of event:            __________________________


Date of signature:      __________________________

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