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Orchidya London

Terms & Conditions

Who We Are 

Orchidya is the trading name of Orchidya London Ltd, registered in England whose registered office 42 Store Street, Bloomsbury, London WC1E 7DB.

Our Business

Orchidya’s objective is to deliver luxurious and elegant bouquets, arrangements and plants to all of our customers and Clients, via excellent service and customer care.

By placing an order on the Orchidya website or when calling our customer services team to place an order, you are agreeing to the following terms and conditions. 

If you have any questions regarding our terms and conditions or have any comments or feedback, please email us at info@orchidya.com or call us on 0203 302 1539.

Orchidya Service Guarantee


Orchidya offers an ordering and delivery service of luxury flowers, plants and orchids from our premises at the above address in London. We work with Brisqq our partner courier company to ensure timely delivery within selected timeslots. We do not accept orders to postcodes to which we cannot deliver.  Operating hours may vary depending on local trading conditions.

When working with fresh, seasonal ingredients that are often affected by the climate and can, as such, we may experience unpredictable availability. If for any reason, we are unable to fulfil your chosen product, or elements of it, we will work with our expert florists to substitute the affected ingredients using the most appropriate alternative to ensure your fresh flowers have a similar colour, style, shape & size. If the product you ordered was damaged on receipt, please contact  us immediately within 1 hour of their receipt, forwarding a photo of the damage by email.

Changes & Modifications

When you place an order through our online boutique, you will receive an email (the “Confirmation Email”) from Sagepay confirming that your order has been received and accepted by Orchidya. The contract for the supply of any order through us will be between you and us and will only be formed when you have been sent the Confirmation Email by Sagepay.Orchidya seeks to provide a quality service and will be the first contact in the event that there is a problem with your delivery either in regards to quality and/or substance. We do monitor our deliveries very closely and it is of the utmost importance to us that they comply with our high standards. Please let us know if you have any comments relating to our deliveries or in respect of the orders.

If you wish to make any changes to your order please call our customer services team on 0203 302 1539. Please note that any changes to your order (such as delivery address, gift message) must be made at least 2 working days prior to requested delivery date to ensure that we have time to amend your order prior to dispatch. We will do our best, but cannot guarantee that we will be able to accept changes made to your order after that time.

For peak season (Valentine’s Day and Mother’s Day), we cannot guarantee that we will be able to accept changes to orders within 48 hours of the intended delivery date. No cancellations (refunds) will be accepted on the 13th & 14th

Flower Availability and Substitution

All flowers are subject to availability. In the event that a particular flower is unavailable, our skilled florists will select a suitable substitution based on 1) Colour, 2) Shape 3) [to an equal or greater] Value, selected in this order of priority. If you wish to discuss the substitution we have made, please contact our customer care team on or email us 0203 302 1539 or email us at info@orchidya.com.

In the event of any supply difficulties, or if the flowers received from our growers that are needed to make up your order do not meet our high quality standards, we reserve the right to substitute any product required or part of product, with an alternate product of a similar style and equivalent (or greater) value and quality.

We may try to contact you regarding a substitution however this will be carried out on a case by case basis. If we are unsuccessful at contacting you via the contact methods provided prior to the time that we are required to make up your order, we will assume that you accept the substitution.

Vase Availability and Substitution

All products are subject to availability, and acceptance of your order.  If the vase pictured on our website is unavailable due to stock limitations, we reserve the right to substitute any product required, with an alternate product of a similar style and equivalent (or greater) value and quality. Where substitution of vases is necessary, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our customer care team on or email us 0203 302 1539 or email us at info@orchidya.com.
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.


Flower Presentation and Risk


All orders are subject to availability. Flowers may be delivered in bud to ensure longer life. Some flower bouquet contents may be harmful if eaten and/or a skin irritant. Please inform us as early as possible if you have a plant or flower allergy and we will be happy to discuss suitable options with you. Please contact our customer care team on 0203 302 1539 or email us at info@orchidya.com if you wish to enquire about the safety of contents before confirming an order with us.

Orders

After placing an order on our website, you will receive a Confirmation Email from Sagepay acknowledging that your order has been accepted by Orchidya. The contract for your order will be between you and us, and it will only be formed upon receipt of the Confirmation Email. It is important that you provide a correct email address for us to communicate with you regarding your order, as well as an accurate address and telephone number to ensure proper delivery.

If the recipient does not answer the door or respond to our delivery driver’s phone call within 15 minutes of their arrival, we reserve the right to leave the premises and return the flowers to our store. This will count as a paid-for delivery. We always make every effort to leave the flowers in a secure place or with a neighbour, and we request a photo as proof of delivery in these cases. If these alternatives are not possible, our delivery driver will return the item to Orchidya, and a return fee will be charged. If the customer wishes us to attempt redelivery, an additional fee will be due.

Orchidya seeks to provide high-quality service and will be your primary contact if any issues arise with your delivery, regarding quality or substance. We closely monitor our deliveries to ensure they meet our standards and uphold our reputation. If you have any comments regarding our deliveries or orders, please contact us by email or phone

Alcohol Sales

1 – The sale of alcohol is ancillary to the main business of Orchidya as a floristry business.
2 – Orders of bottled alcoholic drinks shall only be accepted when they are to a ccompany a delivery of flowers or plants etc. Any orders of solely alcohol are prohibited. Customers who place such orders online shall be contacted and offered the option of either to add an additional item such as flowers to the order, or to receive a full refund.
3 – The sale of alcohol is available through online sales only. No direct sales of alcohol are available from our retail premises at 42 Store Street.
4 – Orchidya does not permit the consumption of alcohol on the premises/in the shop.

Delivery

Orchidya offers delivery services to Central London. To see if your location falls within our delivery zone, please refer to the “Delivery” page for a map of all the London postcodes we serve.

Same-day delivery is available from Monday to Saturday* in the London area. If you’re looking for a Sunday delivery, make sure to place your order before 2pm on Saturday UK time.

Our standard delivery hours are between 9am and 6pm for business addresses, and until 8pm for residential addresses. For special requests, such as delivery outside these hours or for a specific time slot, please contact us at info@orchidya.com.

If you place an order on Sunday, expect delivery the next day (Monday), unless you’ve made other arrangements with us in advance.
National Bank Holiday orders will be delivered on the next business day unless agreed otherwise in advance.

We take extra care to make sure your delivery arrives on the date you’ve chosen. Please make sure that someone will be available at the delivery address during the delivery time.

To ensure a smooth delivery experience, kindly provide any specific instructions for delivery, such as preferred delivery times or safe drop-off locations, in the “Order Notes” section at the bottom of the checkout page.

In the UAE, including Dubai, ZIP codes or Postcodes are not used. Please enter “00000” when prompted for the billing postcode.

All delivery prices include VAT at the current rate unless stated otherwise. Deliveries are carried out by our partner courier, Brisqq. Delivery costs may vary depending on the recipient’s postcode. To get a quote for delivery, please contact us via phone or email.

Please provide us with a valid email address to stay updated on your order status. To ensure that your order is delivered to the correct location, please double-check that the address and phone number provided are accurate. If the recipient is not available to receive the delivery within 15 minutes of our driver’s arrival, the delivery will be marked as “failed,” and the delivery fee will still apply. We will try to leave the flowers in a secure location or with a neighbor. However, if this is not possible and the recipient cannot be reached, the driver will have to return the flowers to Orchidya, and the associated fee will be charged.

Sender is fully responsible for providing accurate delivery information, including the correct house or flat number, as well as a valid UK contact number for the recipient. Failure to provide complete delivery details may result in delays or failure to reach the intended destination. Additional charges may apply in such cases.

If necessary, the delivery may be left in a safe place, or with a neighbor, and the sender will be informed to contact the recipient for pickup. Alternatively, the order may be returned to the shop, resulting in return and redelivery fees for the second attempt.

Orchidya Shop bears no responsibility for incorrect or missing delivery address details. It is imperative to ensure that the full delivery address is provided during checkout to avoid any issues or additional charges.

During peak London flower delivery times such as Valentine’s Day, Mother’s Day and other annual occasions, we cannot guarantee a specific delivery time. We will schedule delivery with our couriers as soon as possible, prioritizing places of work to ensure delivery before close of business. For orders to be delivered to commercial addresses before 5pm, they must be placed by 9am on the day. Orders received after this time may not arrive at the destination before the end of business hours. Delivery to residential addresses will be made by 10pm. If delivery cannot be completed due to circumstances outside our control, we will reschedule the delivery, but refunds will not be issued.

While Orchidya takes every possible measure to ensure the safe delivery of your order, please note that we rely on third-party delivery services and cannot guarantee the safety of fragile items such as glass, porcelain, or ceramic when delivered outside of the London area. Such items are transported at the customer’s own risk.

Damaged Flowers

Although we work with our delivery partners and our courier company to do our best to ensure your flowers arrive in perfect condition, on very rare occasions, flowers arrive at their destination damaged as a result of transportation. In this unlikely event that the goods are found to be damaged or faulty during the delivery process, we will investigate the issue and take appropriate action, which may include offering an exchange. If your order is eligible for exchange, we will arrange re-delivery to be made in the next available time slot.

Orchidya may reserve the right to review any instance of damage on a case by case basis, however once the flowers have been accepted by the client any subsequent damage is the responsibility of the client. Because of their perishable nature, flowers are non-returnable. This does not affect your statutory rights.

Personal Messages


You must agree that any messages posted by you on your card or sent by us on your behalf to a third party will not contain anything which could be construed as harassing, threatening, vulgar, abusive, obscene, defamatory, racist or which may cause embarrassment or distress to any person or are otherwise unlawful or objectionable.

You are entirely responsible for any text or other material which you post or send on this message system and Orchidya accepts no liability for any such content. We do not pre-screen messages, but may monitor content from time to time. We have the right to refuse to send or display messages and terminate access to the relevant services at any time and without liability to you in the event of any such offensive message.



Special Offers

At our discretion from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.

In the event that a customer has made a purchase and the price of a product falls or is discounted due to a special offer, the price of the product at the time of purchase shall ‘prevail’. We are unable to offer special offer discounts for purchases that have already been made.

As our special offers are often presented due to the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice.

We also reserve the right to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Disclaimer

Whilst we agree to use our reasonable endeavours to ensure that the Orchidya website and/or the Services are fully operational and error free, we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the Orchidya website or 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 Orchidya Website and/or the Orchidya service impossible or impractical.

We do not guarantee any delivery, delivery dates, or delivery times during periods when extraordinary events take place. We reserve the right to reschedule or refuse any order that is likely to be affected by route closures or lock downs of venues.

All copy and images on this website are owned by Orchidya and are protected by Copyright. Unauthorised infringement of copyright may be result in legal action being taken against the offending party.

Cancellation


If you cancel your order at least 72 hours before the delivery date, you will receive a full refund. However, if you cancel your order less than 72 hours before the delivery date, when the florists have already ordered the materials for your order or already started making it, the cancellation will not be eligible for a refund.

Customers can cancel orders by contacting Orchidya. On a case by case basis, we reserve the right to agree to cancel any order and will inform you once this has been done. You will not be charged for any orders which have been cancelled in accordance with this clause. Payment made prior to cancellation will be reimbursed using the same method used to pay.

Exchanges


Orchidya sources only premium quality plants, orchids, and flowers from reputable and trusted suppliers. As we are unable to control the environment into which any perishable goods may be placed once delivered, exchanges or refunds are not available.

We strive to deliver the highest quality flower bouquets and plants to our customers. Our delivery drivers are instructed to carefully inspect the condition of the goods before handing them over to you. In the unlikely event that the goods are found to be damaged or faulty during the delivery process, we will investigate the issue and take appropriate action, which may include offering an exchange. If your order is eligible for exchange, we will arrange re-delivery to be made in the next available time slot.

It is important to note that once the delivery has been made and you have received your goods, we are unable to offer a refund or exchange. We recommend that you inspect your goods immediately upon delivery to ensure that they are in good condition. If you have any concerns or issues with your order, please contact us as soon as possible and we will do our best to assist you. Please note that any queries regarding refunds or exchanges will be reviewed on a case-by-case basis, and our decision on such matters will be final.

Regularly priced orchid plants (excluding items purchased on offer) that fail within 7 days of purchase may be exchanged for a replacement of the same variety and value only if the plant is deemed to have failed due to it is own inherent biology. In the event that the orchid has failed due to detrimental external/environmental factors e.g. incorrect watering, excessive temperatures etc, no exhange will be offered. Our expert team will investigate and determine the best solution on a case by case basis.  A receipt will be required for all exchanges.

Refunds

If you cancel your confirmed order within the specified time limit (at least 72 hours before the delivery date), you will receive a refund. However, once we start preparing your order, we cannot offer a refund. Our bouquets are bespoke, and for items that were ordered specifically and cannot be resold, no refund will be given.

It is important to note that once the delivery has been made and you have received your goods, we are unable to offer a refund.

If the intended recipient refuses an order, the customer will not be refunded. If an order cannot be delivered due to circumstances outside of Orchidya’s control, such as a hospital not accepting flowers or an incorrect delivery address, the customer will not be refunded. It is the customer’s responsibility to ensure that all delivery details are accurate prior to the delivery date.

In cases where a refund is disputed, Orchidya will review each case individually and seek a fair resolution. However, Orchidya’s decision on such matters will be final.

Payment and Order Processing


Payment may be made by any of the methods indicated on the Orchidya  website via Sagepay secure transactions and will be debited when you submit your order. We do not accept Paypal. When you submit your order by clicking on the Place Order button, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing elsewhere on the Orchidya website.

For your order to be processed and delivered on the required date, you must supply us with all the mandatory details requested. Your order will only be processed if full payment details are given on the payment pages provided for us.

Your order will be confirmed by a summary page at the end of your online transaction and then acknowledged via e-mail to the e mail address provided at the start of the transaction within 12 hours, confirming your order details. You will be issued with an order reference number for any future correspondence. All costs will be charged as defined in the order summary on the date the order was placed.

We will not consider ourselves bound by a contract with you until we have issued a confirmation e-mail to the e-mail address you , the customer, has supplied at the start of your transaction.

Our website has a secure checkout in partnership with Sage Pay and we therefore encourage customers to place their orders online. However, on occasion, when submitting customer’s credit/debit card details to our bank, we receive payment failures which prevent us from accepting your order immediately. This may be due to, that, on occasion, 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 still have received your order but 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 our customer service team immediately on 0203 302 1539  or email us at info@orchidya.com to ensure your order is delivered on time.

Due to time differences, payments made out of office hours, or problems getting hold of customers via the contact details they 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 flowers as soon as possible to ensure that there is no further delay. Although this delay is regrettable, it is, in the circumstances described above, outside our control and therefore we cannot offer any form of refund in these circumstances.

Coupons

Coupons are available for use only during online checkout at www.orchidya.com, and are subject to certain limitations. Coupons are valid for a limited time only, until the specified expiration date. Orchidya reserves the right to modify or cancel coupons at any time, and any additional rules will be noted in the promotion (such as a minimum spend requirement).

After the expiration date, items remaining in the cart will no longer qualify for the discount. Our coupons can only be applied to flower, orchid, and plant category items. Promotions are limited to one coupon per customer and cannot be combined with other discounts or sales incentives unless authorized by Orchidya.

Our Liability

To the extent permitted by law, Orchidya provides our service and content on an “as-is” and “as available” basis and we make no representation or warranty of any kind express or implied, regarding the content or availability of our Service, or that it will be timely or error-free or that defects will be corrected. Subject as provided below neither Orchidya nor any Partner shall have any liability to you for any direct, indirect, special or consequential losses or damages arising in contract, tort (including negligence) or otherwise arising from your use of or your inability to use our Service. In the event that Orchidya or our Partners are found to be liable to you, our total aggregate liability is limited to the purchase price of the order for which you have paid. This does not include or limit in any way Orchidya or any Partners liability for any matter for which it would be illegal for us or it to exclude, or attempt to exclude, our or its liability, including liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation.

To the extent permitted by law, Orchidya provides our service and content on an “as-is” and “as available” basis and we make no representation or warranty of any kind express or implied, regarding the content or availability of our Service, or that it will be timely or error-free or that defects will be corrected. Subject as provided below neither Orchidya nor any Partner shall have any liability to you for any direct, indirect, special or consequential losses or damages arising in contract, tort (including negligence) or otherwise arising from your use of or your inability to use our Service. In the event that Orchidya or our Partners are found to be liable to you, our total aggregate liability is limited to the purchase price of the order for which you have paid. This does not include or limit in any way Orchidya or any Partners liability for any matter for which it would be illegal for us or it to exclude, or attempt to exclude, our or its liability, including liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation.

Events Outside of Our Control

No party shall be liable to the other for any delay or non-performance of its obligations under this Agreement arising from any cause beyond its control including, without limitation, any of the following: force majeure, an act of God, governmental acts, war, fire, flood, explosion or civil commotion. For the avoidance of doubt, nothing within this clause shall excuse the Client from any payment obligations under this Agreement

Waiver

Neither the Client nor Orchidya shall be responsible to others for any delay or non-performance under this agreement arising from any cause beyond its control including, without imitation, any of the following: Force majeure, governmental act, war, fire, floor, explosion or civil commotion.

Severability

If any provision of this agreement is judged to be illegal or unenforceable, the continuation in full force and effect of the remainder of the provisions halal not be prejudiced.

Customer and Recipient Personal Information


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 in the event that we need to make contact regarding any details of your order.
– 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 / mobile number – we use this information to contact customers in the event of problems with the order such as payment failures or delivery problems and for SMS updates where you have given your express consent.
– Recipient full name and address – we use this information in order to be able to deliver the flowers you have ordered. It is vital that the recipient’s address is accurate and includes a full postcode.  When relevant please include flat numbers, office suit numbers, floor numbers, or similar information required for smooth delivery services.
– Recipient telephone number – we use this information to contact the recipient in the event of a difficulty in delivering your order. We will not contact the recipient under any other circumstances.

Entire Agreement

These terms contain the whole agreement between the parties relating to its subject matter and supersede all prior agreements, arrangements and understandings between the parties relating to that subject matter.

Law and Jurisdiction

The English courts will have jurisdiction over any claim arising from, or related to, any use of our Services. These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.