Terms & Conditions - Letterbox Flowers


By placing an order on the Flowers by Donna website, you are agreeing to the following terms and conditions:

1. Orders & Cancellations 


1.1 Order Acceptance Policy 

All orders received are subject to acceptance by Flowers by Donna, and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection of an order, we will refund and payments received in full.​

1.2 Timing of your order 

As part of the checkout/ordering process you will be able to select a delivery method and delivery date if required. This will determine when your order will be dispatched.

1.3 Cancellation Policy 

Orders can be cancelled by 9am 2 days before the intended delivery date and a full refund will be issued. The easiest way to cancel your order is by contacting hello@flowersbydonna.co.uk. At peak periods we begin to process orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 5 days notice for any cancellations or changes. 

2. Payments 

We accept payments from all major credit and debit cards. All payments are made and accepted securely and we never store or have access to your credit or debit card details. 

3. Prices 

All prices include Royal Mail 1st class delivery unless stated otherwise. All prices include VAT. 

4. Delivery Policy 

4.1 We deliver via Royal Mail first class as standard and via selected courier companies for additional delivery options such as next day and selected delivery days.

4.2 All delivery charges for Royal Mail 1st Class delivery are included in the price of the items. Royal Mail 1st class deliveries will arrive within 1-2 days. Royal Mail does not offer a guaranteed one-day delivery service and so we are unable to guarantee an exact delivery date.

4.3 We are unable to provide delivery notifications for Royal Mail orders.

4.4 We have courier options available for orders which need to be delivered next day or on a specific date.

4.5 We are able to provide delivery notifications via email on order delivered by courier.

4.6 In the event of a delay by Royal Mail or a Courier, we are unable to offer a refund or resend your delivery. 

4.7 We cannot guarantee that delivery instructions will be followed.

4.8 Timed deliveries are not available. 

4.9 We will always do our upmost to ensure punctual delivery to our customers however Flowers by Donna cannot be held responsible if a delivery is delayed or arrives late due to any circumstances impacting the availability of the delivery service we use or anything else outside of Flowers by Donna’s control. 

4.10 In the event of non-delivery (deliveries not arriving within 3 days of the intended delivery date), please contact Flowers by Donna at hello@flowersbydonna.co.uk. It is our customers responsibility to contact us within 7 days of the scheduled delivery date in order to qualify for a refund. Failure to do this will result in the lapse of any right to a refund. 

4.11 Flowers by Donna only delivers to England, Scotland and Wales. We can deliver to any addresses in these areas but we are unable to deliver to PO Boxes.

4.12 We reserve the right at our absolute discretion, to use a different delivery method without prior notice.

4.13 If you change address, you must email Flowers by Donna at hello@flowersbydonna.co.uk with the relevant changes. Please make sure that this is done before 9am the day before your order is due to arrive. We are unable to issue refunds for any deliveries sent to the wrong location where we have not received advance notice in accordance with these terms. Please note that during peak periods we begin to process orders earlier than usual, due to the large volume of deliveries. Therefore, we will need up to 3 days notice for any changes to be made. 

5. Our Mission, Refunds and Returns 

5.1 We strive to put a smile on all of our customers faces by providing and delivering fresh flowers, in great condition and on time.

5.2 Freshness


Our flowers are sent out in bud so that they will last longer when they reach their destination. After a good drink they should be looking happy and fresh. If you receive an order where the flowers do not seem fresh, please contact hello@flowersbydonna.co.uk to let us know. If, at our sole discretion, the flowers do not meet our standards, we will give you the choice of a replacement free of charge to be delivered at our next available delivery date, or a refund. Please note that we will require you to send a photo of the flowers to us within 48 hours of receipt to qualify for a refund. Please note that the banks may take up to an additional 5 days for the amount to reach your account.

5.3 Damage 


Our flowers are always packed with great care to ensure that they arrive as fresh and beautiful as when they left our door, however on a small number of occasions (and for reasons out of our control) they could get damaged in transit. Should this happen to a level that you believe to be unacceptable, please contact us on hello@flowersbydonna.co.uk and at our sole discretion, we will arrange a replacement free of charge to be delivered on the next available date. Please note that we will require a photo of the damaged flowers in question within 48 hours of receipt in order to qualify for a refund. Please note that the banks may take up to an additional 5 days for the amount to reach your account.

5.4 Non Delivery 


Of course, we do everything we can to ensure that our flowers are delivered but sometimes mistakes happen and deliveries do not show up. If your order fails to arrive (within 3 days of their intended delivery date) we will send you a free replacement for the next available date, or a refund. Please note that the banks may take up to an additional 5 days for the amount to reach your account.

5.5 Returns 

Please note that as flowers are perishable, we are unable to accept returns.​​

5.6 Flower Availability 

Please note that all of our floral products are subject to availability. In the event of any supply difficulties or if the flowers we have received for your order do not meet our standards, we reserve the right, at our sole discretion, to substitute any product with an alternative of a similar style and equivalent (or greater) value and quality. ​​

6. Circumstances beyond our control

6.1 Adverse weather conditions​​

During adverse weather conditions (including but not unlimited to, ice, flooding, heavy snow or high winds), deliveries may not arrive on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we are unable to offer a refund or replacement of any affected orders.

6.2 Force Majeure

Flowers by Donna shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: 

  • acts of God;
  • outbreak of hostilities, riot, civil disturbance, acts of terrorism;

  • the act of any government or authority (including refusal or revocation of any licence or consent);

  • fire, explosion, flood, fog or adverse weather;

  • power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles;

  • default of suppliers, sub-contractors or delivery partners; 

  • theft, malicious damage, strike, lock-out or industrial action of any kind, and;

  • any cause or circumstance whatsoever beyond Flowers by Donna's reasonable control;

7. Our Liability ​

Subject to the above clauses, while we agree to use all reasonable endeavors to ensure that the Flowers by Donna’s service is fully operational and error-free we are unable to guarantee this and therefore, accept no responsibility for any interruption of the Flowers by Donna service. We will therefore be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Flowers by Donna’s service impossible or impractical. 

8. Customer and Recipient Personal Information

8.1 To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.


8.2 We value your privacy and will never lease, rent or sell your private information.

8.3 During the checkout process, we ask for the following personal information:

  • Customer's email address. We use this information to provide a better customer experience by sending order confirmations and dispatch confirmations. Please ensure that email addresses are accurate.

  • Customer's full name and address. We use this information for credit and debit card validation

  • Customer's telephone number. We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.

  • Recipient's full name and address. We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.​​

9. General

9.1 We reserve the right to supplement and amend the Terms and Conditions from time to time on the Flowers by Donna site which you are permitted access. We will post any changes on the Flowers by Donna site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Flowers by Donna site.

9.2 We cannot guarantee that out website will be uninterrupted or error-free and we will not be responsible for any losses arising from such errors. Additionally, we reserve the right to suspend, restrict or terminate access to the Flowers by Donna website or services for any reason at any time for repair, maintenance, improvement or other technical reason, and to make changes to them.

9.3 In respect of fraudulent misrepresentation, this agreement supersedes all prior representations, arrangements, understandings and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to this subject matter.


Thank you for your order and we hope that you love your flowers and much as we do.