TERMS & CONDITIONS

1. About Us

This website is operated by The Rockery. Throughout the site, the terms “we”, “us” and “our” refer to The Rockery.

By placing an order through our website, you agree to the terms and conditions set out below.

2. Our Products

The Rockery specialises in seasonal flowers and natural materials. As flowers are a natural product, there may be slight variations in colour, size, variety and bloom stage.

Images on our website are provided as a guide to overall style and palette rather than an exact representation.

We reserve the right to make substitutions of equal or greater value where necessary due to seasonal availability or quality considerations. Any substitutions will always remain in keeping with the overall design and aesthetic.

3. Pricing & Payment

All prices are listed in GBP (£) and include VAT where applicable.

Payment must be made in full at the time of ordering. Orders will not be confirmed until payment has been received.

We reserve the right to adjust prices at any time, however the price paid at checkout will always be honoured for confirmed orders.

4. Order Acceptance

Once an order has been placed, you will receive an order confirmation email.

We reserve the right to decline or cancel any order where:

  • A product is unavailable
  • There is an error in pricing or description
  • Delivery is not possible within our delivery area
  • Fraud or misuse is suspected

If an order must be cancelled, a full refund will be issued.

5. Perishable Goods

Fresh flowers are perishable goods. For this reason, they are exempt from the standard 14-day online return policy under UK consumer regulations.

Please refer to our Refund & Replacement Policy for details on how we handle quality concerns.

6. Delivery

Delivery terms, areas and conditions are detailed on our Delivery Information page.

The Rockery cannot be held responsible for delivery delays caused by:

  • Incorrect delivery details provided at checkout
  • Recipient not being available
  • Restricted property access
  • Circumstances beyond our reasonable control

7. Liability

Our liability is limited to the value of the order placed.

We are not responsible for indirect or consequential loss arising from the use or delivery of our products.

8. Intellectual Property

All website content, photography, designs and written materials remain the property of The Rockery and may not be reproduced without permission.

9. Governing Law

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

REFUND & REPLACEMENT POLICY

(Fresh Flowers & Perishable Products)

At The Rockery, we take great care to ensure every arrangement leaves our studio in excellent condition.

Because flowers are natural and perishable, we cannot accept returns in the usual way. However, if there is an issue with the quality of your flowers, we will review the matter promptly.

Reporting an Issue

Please contact us within:

24 hours of delivery for condition issues
48 hours of delivery for freshness concerns

When contacting us, please include:

  • Order number
  • Delivery date
  • Description of the issue
  • Clear photographs of the flowers

When We May Offer a Remedy

If we determine that the flowers:

  • Arrived damaged
  • Were not of satisfactory quality
  • Did not reasonably match the description
  • Wilted prematurely despite correct care

We may offer one of the following:

  • Replacement arrangement
  • Full refund
  • Partial refund

Refunds are processed within 2–5 working days after approval.

What Is Not Covered

Refunds or replacements cannot be provided for:

  • Natural ageing beyond the freshness period
  • Damage caused by heat, sunlight or incorrect care
  • Minor natural variation in colour or bloom stage
  • Claims made outside the reporting window

Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

DELIVERY INFORMATION

Delivery Area

The Rockery currently delivers within our local delivery area. Delivery availability and charges are displayed at checkout.

If you require delivery outside this area, please contact us before placing an order.

Delivery Times

Delivery times may vary depending on the day and volume of orders.

Where possible, we aim to deliver within the requested delivery date but cannot guarantee a specific time unless previously arranged.

Recipient Not Available

If the recipient is not available at the time of delivery, we may:

  • Leave the flowers in a safe place
  • Leave them with a neighbour
  • Attempt redelivery where possible

By placing an order, you agree that the delivery driver may use reasonable judgment to complete delivery safely.

Incorrect Delivery Details

The Rockery cannot be held responsible for failed deliveries due to incorrect address information supplied at checkout.

Additional delivery charges may apply if redelivery is required.

Weather & Circumstances Beyond Our Control

Occasionally severe weather or unforeseen circumstances may affect delivery schedules. In these situations we will always aim to communicate promptly and rearrange delivery where possible.

Your Consumer Rights

Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015.

Please note that fresh flowers are perishable goods. Under the Consumer Contracts Regulations 2013, the usual 14-day cancellation period for online purchases does not apply to perishable items.

However, customers are entitled to receive goods that are of satisfactory quality, fit for purpose and as described. If your flowers arrive damaged or are not of satisfactory quality, please contact us within the timeframes outlined in our Refund & Replacement Policy.

Contact

For all concerns, please contact:

Email: rachel@therockery.co.uk

We genuinely care about the experience our customers have with The Rockery and will always aim to resolve matters with fairness and integrity.