General Terms & Conditions

This section sets out the terms and conditions for usage. It combines online and retail sales, terms of usage, and conditions of service.

Customer Service

  1. All correspondence should be directed by email in the first instance.
  2. We reserve the right to supplement and amend the Terms and Conditions. For which you are permitted access to the Online Site and/or the Online Services. We will post any changes on this site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Online Service or engage with us. Changes will be effective 2 hours after the posting of any such change and all subsequent dealings between you and us shall be on the new terms and conditions.
  3. We reserve the right to suspend, restrict or terminate access to the Online Site and/or the Online Services for any reason at any time.
  4. These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Online Site, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
  5. We shall ensure that we comply with the requirement of all current data protection legislation including, without limitation, the Data Protection Act 1998 (as replaced, modified or re-enacted from time to time). 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.
  6. A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.
  7. Save in respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) 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 the subject matter hereof.
  8. Your purchase will be deemed to have occurred in the UK. These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.
  9. We reserve the right to block any user’s IP address who may be fraudulently attempting to use the website, or engaged (perceived or actual) in suspicious activity involving Passionis or the website
  10. We reserve the right to suspend, restrict, terminate or alter products or services for any reason. This does not affect your statutory rights.
  11. We reserve the right to take legal steps to remove abusive, untrue or unprofessional social media posts, google or other reviews from our clients, their associates and friends and family. We will also seek to recover damages if so required and fitting.
  12. Passionis Flowers cannot be held responsible to failure to deliver any order due to an Act of God, terrorism, crime, transport failure, illnesses of staff members, extreme weather conditions (including snow and flooding) or denial of access to venues or religious sites.


  1. Whilst we agree to use our reasonable endeavours to ensure that this Online Site and/or the Online Services is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the Online Site and/or the Online Services and shall 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 Online Site and/or the Online Services impossible or impractical.
  2. (a) We accept liability for death or personal injury arising from our negligence.
    (b) Subject to clause 7.2(a), our liability in contract, tort (including negligence and breach of statutory duty) or otherwise arising by reason of or in connection with your order with us shall be limited to a multiple of 3 times the price you have paid for the Products.
    (c) Subject to clauses 7.2(a) and 7.2(b) above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Online Site and/or the Online Services, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient’s statutory rights in relation to the quality, fitness or description of the Products supplied.
    (d) Subject to clauses 1.e and 4.c above, we shall not be liable for any delay or inability to perform our obligations to you if such delay is due to any cause whatsoever beyond our reasonable control.


These terms are specific to Suppliers
  1. These specific terms apply to all suppliers
  2. Unless contact is made from us prior to your contact, we reserve the right to charge you for your emails, or contact.
    This is set at a rate of £500.00 per email and £150.00 per telephone call.
  3. Repeat unsolicited communication will attract multiple charges.
  4. By communicating to us, you are confirming you have read and accepted these charges.
  5. We reserve the right to choose our suppliers, and may change supplier for any reason, without notice.
  6. No supplier has the right to state they supply for us, unless this has been stated in writing by us.

Privacy, GDPR & Cookies

This section details the Privacy and Cookies.

Our Promise to you

Passionis Flowers is committed to protecting your privacy. We will NEVER sell or intentionally give your information to anyone. IF we share your information with a third party it would be at your request, with your prior knowledge. We will always do our upmost to keep it safe and secure and are open in this page about how and what we use the information for.


Not just a tasty biscuit, these are small snippets of text which allow websites to work. We, like most companies, use them to help create a better experience for you. These store data and may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your use. We ask your consent to use them on the home page, or you consent to using them by navigating within the site and in accordance with the terms of the policies we set.

What cookies do we have?

We use two types of cookie. One for the analytics of the usage of our site, and the other is for your benefit, to help the website operate in an assistive way.

What does the analytical one record?

Well to start with, it doesn’t know any of your personal information, such as your name, address or telephone numbers. It allocates you a random number and records what you look at and for how long. What route you took through the website, what has been searched for, and records some information about what type of computer, tablet or phone you are using. It then collates your data with everyone else’s and provides us with statistical information.

So what do we use them for?

We like over 10 million other website owners, use Google Analytics to record information about how the site is used. So for example, if we found everyone is using our website on a phone, we would concentrate our efforts on making the website work best for a phone. Alternatively, if many people were searching for Beauty and the Beast Rose, we know we can sell them with confidence. We actually found a number of searches for Ivy, and so she now features on the home page!

What else does it record?

As it is the most popular analytical tracking application, instead of allocating a new cookie to every site, it allows one cookie to be used across literally millions of site. Therefore, whilst we do not see anything about you, Google does. It cleverly works out patterns, for example if you visited a football clubs website frequently, it would assume that you may be interested in football. To further create an anonymous sample, it will then not use every single visitor, it will randomly choose a selection of them. Currently this is set at 30% of a 63% sample. – So approximately 2 out of every ten visitors.

What does that mean for me?

Not a lot really. To be honest there is many analytical recording solutions, and they all record in different ways, what we all do on websites. From a business point of view, it allows us to see what people visiting our site like, and where they are coming from. Therefore, we can use it ensuring that we are targeting the right people with the right offers, through targeted advertising and selected promotional offers.

What other cookies you use?

We also have a shopping basket cookie. As you shop and put things into the cart, the servers record this and allocates you a randomised code. If for some reason, your session was disconnected, when you re visit the website, it will call the code and reactivate your basket. Saving you the trouble of having to re-add everything.

What other cookies you use?

We also have a shopping basket cookie. As you shop and put things into the cart, the servers record this and allocates you a randomised code. If for some reason, your session was disconnected, when you re visit the website, it will call the code and reactivate your basket. Saving you the trouble of having to re-add everything.

Why is my name and details automatically showing?

This is down to your browser recording ‘autofill’ information. As you go through websites filling in order forms, and such like. Your web browser records this information to save you having to type it in every time.

I don’t like the idea of cookies or ‘autofill’, how can they be stopped?

Ok that’s cool, not a problem. Our website works just as well without cookies and autofill. In order to stop these features, you will need to go into the settings of your browser to turn them off. A word of warning though. – Some other website rely on cookies to work, and disabling them might stop them working.

Your personal information after you have made an order

The information you supply is transmitted using encryption. Therefore, anyone intercepting the data, wouldn’t know what it was at all. The information is stored in a database, which is protected. We have to keep it for 7 years, as we do for all records. If you make multiple orders, it recalls some of this information to make your transaction a bit quicker. For example, you won’t have to fill in your Mum’s address every time for delivery!

What about financial information?

Simply put, we do not store any of it. All of our payment information is processed through third parties. Who have their own policies in place to secure your information. We use Stripe and Paypal and the card information you supply is actually fed directly to them and never even touches our servers! For more information please check through:

Will you use my email address and spam me?

No. We are not allowed to, and would never want to! – We have a mailing list and from time to time, may email out to customers about offers relating directly to us. However, it is not our intention to use this as a main form of communication, nor to spam anybody with non-relevant offers. If you are interested in our offers, and we hope you are, we have a check box during the checkout that you can tick, and it will add you. If not, that’s fine also, we understand. We spend hours a week deleting junk and would hate for you to feel the same about us.

Business Data

As a business we have to store information to be able to function. This falls in to two distinct areas, customers and suppliers.
Customer information is the information used to purchase items from us. Supplier information is information used by us to buy in our products.

Your information

For our customers, we store as little information as possible. However, as you will understand, we need to know some information to be able to get the flowers to the right people. Consequently, we request that you supply us with a delivery name and address, message for any associated card, and some personal information from you to make sure we can contact you if there was a problem. We also over the phone take card information, a postcode and house number to be able to correctly charge you for the items.
Your payment information is typed into our card terminal which uses Clover technology. It displays the first 5 and last digit of your card number, on the screen, and payment slips. It also asks for the post code, and house number for security validation. No one ever gets to see the details in full after we have typed them in.
For the purposes of fraud and theft prevention these order slips are retained in a safe, for a period of thirty days, before the card information is removed and destroyed, and the remaining slip is filed to be retained like all other paperwork for 7 years.

Suppliers information is similarly retained for a period of 7 years.

3rd Parties

We work with selected companies to offer a wider range of services. For example, eFlorist to send flowers further afield. We have to supply your information for them to be able to supply the flowers as you have requested. This is only ever done when you have requested us to, and never without your prior consent.
Please understand, we can not be held responsible for their data protection, and ask that you carefully check through their policies for your own peace of mind.

Subject Access Requests (SAR)

If you wish to have a copy of any information we have about you. Please email us:

Supplying the following:
– Your name
– Address
– Telephone number
– Current email address
– Any details which may help your enquiry such as order or dates of purchase.

We will endeavour to return by email the details we retain on you, within 30 days. Please understand at peak periods this may be delayed.

Should no information be found, you will receive an email to confirm as such.

Please be aware data may be sanitised for the protection of any other parties. For example, if you have flowers delivered, the information supplied would NOT include the sender information.

Fraud and Crime Prevention

We work with the Police, NCA, HMRC, and card companies to prevent fraud, money laundering, crime and loss prevention. If your details have been supplied as part of a crime, we reserve the right to be able to supply them to authorised persons to prevent criminal activity, and safeguard against future losses.