Terms & Conditions

These represent the terms and conditions for all orders placed with By Arrangement whether through this website, by email, telephone, post, or in person.  Please carefully read these terms before confirming your order with us, and retain a copy of these terms together with your order acknowledgement for future reference.

By placing an order with By Arrangement you signify your acceptance of these terms and conditions.  In the event of any dispute between you and By Arrangement the laws of England and Wales will apply at all times.


Pricing and Payment

All prices shown on our website are displayed in Pounds Sterling.  Unless otherwise stated, product pricing includes VAT (at the prevailing rate) but excludes delivery charges.

When placing your order you will be given the choice of a variety of payment methods including credit/debit card, bank transfer (BACS), cheque, and payment upon collection from our shop in Gosport, Hampshire, UK.  In all cases full payment must be made, and cleared by our bank, before we will release any goods to you in person or via a delivery agent.  For orders where you wish to pay upon collection we are only able to accept payment by cash or credit/debit card, and in some cases a deposit may be required before we process your order.


Ordering and Contract

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from this website.

By placing an order with us you initiate a contract, bound by these terms and conditions, which (unless otherwise agreed in writing) is only concluded once all goods ordered transfer to your possession.  For all contracts, both consumer and business to business, we reserve the right to refuse or to cancel any orders before the contract is completed, we will notify you in writing in the event we opt to exercise this right.

Non-acceptance of an order may be a result of one of the following:

  1. The product you ordered being unavailable.
  2. Our inability to obtain authorisation for your payment.
  3. The identification of a pricing or product description error.
  4. Any other reason we deem appropriate for the smooth running of our business including, but not limited to: our inability to complete your order within your chosen timescales, our inability to complete the necessary security checks to validate your order and payment, our inability to contact you in reference to your order acknowledgement.

When ordering via this website the contract between you and us is created and enacted as follows:

  1. You add the required item(s) to your ‘shopping cart’ and then progress through the ‘checkout’ process selecting the appropriate delivery and payment options.
  2. After you click the ‘Place order’ button, and where appropriate complete payment via our online card processor, you will receive an automated order acknowledgment e-mail containing details of the products you have ordered.  Please note this e-mail is not an order confirmation and does not indicate acceptance of your order.
  3. If your order is being delivered we will send you a dispatch confirmation e-mail once the goods are passed to our delivery agent.  If you have chosen to collect your order we will contact you by e-mail or telephone to inform you once the goods are ready for collection.
  4. The goods are delivered by our agent, or collected by you, thus completing the contract. 



Our bouquets and arrangements are handmade to order and, unless otherwise agreed in writing, will be ready for dispatch or collection within 42 days of your order being placed and payment clearing.  If you require your order on a specific date or sooner than this then please include your ‘required date’ in the ‘order notes’ section during the checkout process, or contact us within 1 business day of placing your order.  We will try our best to accommodate your requirements and, where reasonably practicable, confirm in writing our agreement with the ‘required date’.  In the event we cannot meet the ‘required date’ specified for your order we reserve the right to cancel the order and refund any monies received via your original payment method within 2 business days.

For UK customers: During the checkout process you are able to choose ‘Signed-for delivery’ or opt to collect your order from our Gosport, Hampshire shop.  All orders being delivered will require a signature upon receipt and we do not accept order requests which attempt to circumvent this.

For International customers: At present we are unable to accept international orders through this website, please accept our apologies for any inconvenience.  If you require delivery outside of the UK please contact us with your requirements and we will provide a quotation for the most suitable shipping option.

All of our orders are hand packaged to ensure your flowers arrive in pristine condition.  If your order arrives in an unsatisfactory condition then you must specify ‘damaged’ when signing for your goods or inform us immediately in writing.  If you are unable to thoroughly check the contents of a consignment at the point of delivery then please sign for the parcel(s) as ‘Unchecked’.  Any damages or discrepancies with a consignment must be notified to us in writing within 48 hours of delivery, failure to do so may affect any claims that you make thereafter.  In the event of damaged parcel(s) or goods please retain all packaging materials whilst we investigate the matter with our delivery agent.  All damaged wedding flowers will be replaced free of charge upon return and inspection of the damaged item.

If your order is not delivered within a reasonable time then we will raise an enquiry with the relevant delivery agent.  Most of our deliveries are made by Royal Mail who do not class items as lost or missing until 15 working days from the date of posting.  We cannot raise a claim until this period has elapsed.  All of our packages are sent insured, however we will not be able to affect a refund or replacement until our delivery agent has investigated the case and admitted liability.  Once we have received this information, we will be able to dispatch replacement goods or alternatively process a refund via your original payment method.


Order Amendments and Cancellations

Should the need arise to amend or cancel your order please contact us as soon as is reasonably practicable and, where possible, we will endeavour to meet your changed requirements.

We are unable to cancel any orders for flowers once work has commenced, all of our bouquets and arrangements are handmade to order and as such we may have already incurred costs pertaining specifically to your order.  This may include, but is not limited to, preparatory work, sourcing materials and work incurred constructing the designs.


Returns – Consumers (UK & EU)

Under the terms of the Consumer Protection (Distance Selling) Regulations 2000, DSR, you have a right to return your order for a refund within a period of no longer than 7 workings days after the day of receipt.  Goods which are produced to your specifications, or otherwise customised or personalised, and goods which are perishable in nature are specifically excluded from this right (DSR section 13(1)) and cannot be returned.

Should you wish to return goods to us under these terms please advise us in writing to By Arrangement, 15 Rowner Road, Gosport, PO13 9UB within seven working days following the day of receipt.  You must include your order reference number in all correspondence.  We will then, where appropriate, issue a returns reference number and provide the necessary details for returning the goods.  Please do not return any goods to us until you have been issued a returns reference number.  Any goods returned without a reference will be refused and By Arrangement will not be liable for any shipping costs you incur as a result.

Goods returned to us remain your property and responsibility until such time as they are received by us.  Under the terms of the DSR (section 17(2)) you are expected to take reasonable care of all goods whilst in your possession, this includes when they are in the hands of a delivery agent on their way to us.  We will only accept the return of goods if sent back in an original condition with all product packaging and labels intact.  We will not accept back any goods that are soiled, damaged, used, smell of smoke, dust, or pets, or items returned in unsuitable packaging.  We strongly advise you return goods in their original outer packaging via a reputable delivery service with suitable insurance.  A signed-for or tracked delivery service is not essential but is highly recommended.


Returns – Consumers (Outside the EU)

All goods ordered for delivery outside the EU can only be returned if faulty.  You will be required to return the goods to our business address for inspection.


Returns – Business Clients (B2B)

All goods ordered B2B or in the name of a business can only be returned if faulty, or by prior arrangement at our discretion. For discretionary returns, you will be responsible for the both outward and return carriage costs and a 40% re-stocking charge will be levied to cover the costs we incurred by producing your order.



All our arrangements and bouquets are handmade to order.  Dimensions shown on the website include embellishments and are taken at the maximum diameter or length as appropriate.  Measurements are given to the nearest full unit as a guide and may differ slightly due to the nature of handmade designs and the variance of the flowers and materials used in the construction of the design.

The flowers used in our designs are constructed from various materials including foam, polyfoam, silk, latex, paper and other artificial materials.  Certain products are colour treated to order using dyes and florist sprays and these are not 100% colourfast.  Some dye and treatment techniques that we use are not colourfast processes and you explicitly agree and accept that we are not responsible for any bleeding, leeching, running or any transfer of colour whatsoever from these products.

All product images shown on our website are for illustration purposes only and your order may differ slightly from this.  Some of our flowers are seasonal and as such we reserve the right to substitute a similar item of equal or higher value in making up your order, however this does not affect your statutory rights.


Limitation of Liability

By Arrangement are a supplier of fresh and artificial flowers and general floristry services, thus our liability is limited to the cost of your order including delivery charges.  All our goods are sent fully insured to the cost of your order by Royal Mail or other reputable couriers.  If you require consequential loss insurance then you must inform us of this in writing before you place your order then we can amend your order with this information and advise you of the additional premium to be paid.