Terms and Conditions

Last updated: 28/05/2026

Welcome to The Crafted Garden.

These terms and conditions explain the rules for using our website, making enquiries, booking our services, and purchasing products from us.

By using our website or placing an order with us, you agree to these terms and conditions. If you do not agree, please do not use our website or services.

1. About us

This website is operated by The Crafted Garden.

You can contact us at:

Email: thecraftedgardenflorist@outlook.com
Address/location: North Somset

2. Our products and services

The Crafted Garden may offer products and/or services including, but not limited to:

  • Floral arrangements

  • Garden-inspired products

  • Handmade or crafted items

  • Workshops or events

  • Bespoke commissions

  • Seasonal products

  • Gardening or creative services

  • Other products or services listed on our website

The exact details of each product or service will be shown on the relevant product page, service page, booking page, invoice, or written agreement.

3. Website use

You agree to use our website only for lawful purposes.

You must not:

  • Use our website in a way that causes damage or disruption

  • Attempt to gain unauthorised access to our website or systems

  • Copy, reproduce, or misuse our content without permission

  • Use our website to send spam, harmful content, or false information

  • Interfere with the security or functionality of the website

We may suspend or restrict access to our website if we believe it is being misused.

4. Orders and bookings

When you place an order or make a booking with The Crafted Garden, you are making an offer to buy a product or service.

Your order or booking is only confirmed once we have accepted it in writing, issued an invoice, received payment, or confirmed the booking by email or message.

We reserve the right to refuse or cancel an order or booking if:

  • The product or service is unavailable

  • We cannot fulfil the order due to circumstances outside our control

  • There has been an error in the price or description

  • Payment has not been received

  • The order appears fraudulent, abusive, or inappropriate

5. Prices and payment

All prices will be shown in pounds sterling (£).

Prices may be listed on our website, quoted by email, or agreed in writing.

Unless stated otherwise, prices do not include delivery charges, travel charges, or additional costs, which will be confirmed before purchase where applicable.

Payment may be required in full or as a deposit before we begin work, reserve a booking, or prepare an order.

If a deposit is required, we will tell you whether it is refundable or non-refundable before you pay.

6. Bespoke, personalised, and custom orders

Some products or services from The Crafted Garden may be bespoke, personalised, made to order, seasonal, or created specifically for you.

This may include custom floral arrangements, event flowers, handmade items, workshops, garden designs, or commissioned work.

Once work has started, materials have been ordered, or the product has been customised for you, you may not be able to cancel or receive a full refund unless the item is faulty or we agree otherwise.

Under UK distance selling rules, customers usually have cancellation rights for online orders, but there are exceptions for personalised, made-to-order, and perishable goods. Fresh flowers and other perishable products may also have different cancellation rules.

7. Fresh, natural, and handmade products

Some of our products may be fresh, natural, seasonal, or handmade.

Because of this:

  • Colours, shapes, sizes, and finishes may vary slightly

  • Flowers and plants may differ depending on seasonal availability

  • Handmade items may have small natural variations

  • Product images are for guidance only and may not be identical to the final item

We will always aim to create products to a high standard and as close as reasonably possible to the description or agreed design.

8. Substitutions

For floral, plant, garden, or seasonal products, we may need to substitute certain flowers, foliage, plants, materials, colours, containers, or decorative items if they are unavailable.

Any substitutions will be made with suitable alternatives of equal or greater value where possible.

9. Delivery and collection

Delivery and collection options will be confirmed at the time of order.

You are responsible for providing accurate delivery details. We are not responsible for failed or delayed deliveries caused by incorrect or incomplete information.

If no one is available to receive the order, we may:

  • Leave it in a safe place, if appropriate

  • Leave it with a neighbour

  • Contact you to rearrange delivery

  • Ask you to collect the item

  • Charge an additional delivery fee for redelivery

For fresh or perishable items, we are not responsible for deterioration if delivery is missed, delayed by the customer, or the item is not collected on time.

10. Cancellations by you

Your cancellation rights depend on what you have ordered.

For standard online orders, customers usually have the right to cancel within 14 days of receiving their goods. Customers then usually have a further 14 days to return the goods.

For services booked online, by phone, or by email, customers usually have a 14-day cooling-off period. If you ask us to begin work during that period, you may need to pay for the work already completed if you later cancel.

However, cancellation rights may not apply, or may be limited, for:

  • Fresh flowers

  • Perishable items

  • Bespoke or personalised products

  • Custom-made orders

  • Event flowers or services where materials have already been ordered

  • Services already completed

  • Workshops or events close to the event date, depending on the booking terms

To cancel an order or booking, contact us at thecraftedgardenflorist@outlook.com as soon as possible.

11. Cancellations by us

We may cancel an order, booking, workshop, or service if:

  • We are unable to supply the product or service

  • Materials, flowers, plants, or stock are unavailable

  • There is illness, emergency, severe weather, or circumstances outside our control

  • Payment has not been received

  • The customer behaves abusively, unlawfully, or unreasonably

If we cancel and you have already paid, we will offer a refund for anything not supplied, unless cancellation is due to your breach of these terms.

12. Refunds and returns

If your item is faulty, damaged, or not as described, please contact us as soon as possible with your order details and photographs where relevant.

We may offer a replacement, repair, partial refund, or full refund depending on the circumstances.

For fresh flowers, plants, or perishable items, you must contact us promptly because their condition naturally changes over time.

Returned items must usually be unused, in their original condition, and returned within the required timeframe unless they are faulty.

Refunds will be made using the original payment method where possible.

13. Workshops, events, and classes

If you book a workshop, event, or class with The Crafted Garden, your place may only be confirmed once payment or a deposit has been received.

If you need to cancel, please contact us as soon as possible.

We may need to cancel or reschedule a workshop due to low attendance, illness, weather, or other circumstances. If this happens, we will offer you a new date or a refund.

14. Customer responsibilities

You agree to provide accurate information when placing an order, making a booking, or contacting us.

For services, events, or bespoke work, you are responsible for:

  • Providing clear instructions

  • Checking order details before confirming

  • Responding to requests for information in good time

  • Ensuring access to the venue, property, or delivery location where needed

  • Telling us about any important deadlines, restrictions, allergies, hazards, or requirements

We are not responsible for issues caused by inaccurate, incomplete, or late information from you.

15. Allergies, pets, and safety

Some products may include flowers, plants, foliage, soil, fragrances, dried materials, natural decorations, wires, ribbons, candles, or small parts.

Please keep products away from children and pets where appropriate.

Some flowers and plants can be toxic to pets or people if touched or ingested. It is your responsibility to check suitability before bringing flowers, plants, or materials into your home, venue, or garden.

If you have allergies or specific safety concerns, please tell us before ordering.

16. Intellectual property

All content on our website, social media, photographs, designs, text, branding, product descriptions, workshop materials, and other creative work belongs to The Crafted Garden, unless stated otherwise.

You must not copy, reproduce, distribute, sell, or use our content without our written permission.

If we create a bespoke design, floral concept, workshop material, garden plan, or creative idea for you, we retain ownership of the original creative work unless agreed otherwise in writing.

17. Photos and social media

We may take photographs of our products, installations, workshops, or events for use on our website, portfolio, social media, or marketing.

If your event, property, venue, or personal details are identifiable and you do not want them shared, please tell us in writing.

We will not intentionally share private personal information without permission.

18. Gift cards and vouchers

If we offer gift cards or vouchers, they will be valid for the period stated at the time of purchase.

Gift cards and vouchers:

  • Cannot usually be exchanged for cash

  • Must be used before the expiry date

  • Are not replaced if lost or stolen

  • May only be used for eligible products or services

19. Limitation of liability

We are responsible for losses you suffer that are a foreseeable result of us breaching these terms or failing to use reasonable care and skill.

We are not responsible for:

  • Losses that were not foreseeable

  • Business losses, including loss of profit or loss of opportunity

  • Delays or failures caused by events outside our control

  • Damage caused by misuse, neglect, or failure to follow care instructions

  • Deterioration of fresh or perishable items after delivery or collection

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

20. Events outside our control

We will not be responsible for delays or failures caused by events outside our reasonable control.

This may include severe weather, illness, accidents, transport issues, supplier shortages, strikes, fire, flood, power cuts, internet failure, or other emergencies.

If this happens, we will contact you as soon as reasonably possible and try to find a fair solution.

21. Complaints

If you are unhappy with a product or service, please contact us at thecraftedgardenflorist@outlook.com as soon as possible.

Please include:

  • Your name

  • Order or booking details

  • A clear description of the issue

  • Photos, if relevant

We will aim to respond within 3 working days.

22. Privacy

Your privacy is important to us.

Please read our Privacy Policy to understand how we collect, use, and protect your personal information.

23. Changes to these terms

We may update these terms and conditions from time to time.

The latest version will always be available on our website. The terms that apply to your order or booking are the terms in place at the time you placed the order or made the booking.

24. Governing law

These terms and conditions are governed by the laws of England and Wales.

If a dispute cannot be resolved between us, it will be dealt with by the courts of England and Wales, unless consumer law gives you the right to bring proceedings elsewhere in the UK.