Terms & Conditions

Products:

We will always endeavour to deliver a bouquet that is in keeping with the choice you have made. Due to seasonality, quality and availability we reserve the right to make changes within reason and without notice. If for any reason we are unable to create something in keeping with your choice we will make every effort to contact you and explain this, offer you an alternative or fully refund you if you did not wish to continue with the order. If we have tried and are unable to contact you we will fulfill the order to the best of our abilities.

The Pollination team is made up of experienced, talented and creative florists. We pride ourselves on offering unique and bespoke arrangements. We are proud of everything we create, however as with any creative or artistic undertaking, the overall style of our flowers is very open to personal tastes and interpretation. Unless you select a specific product, our florists will endeavour to create something beautiful for you and, where possible, will always take into consideration any specific requests you might have.

Delivery:

EH1 – EH30 Postcodes: Your flowers will be delivered personally by a member of our team or a local courier service, usually between 10am-6pm. We are unable to take requests for, or guarantee specific times, as this depends on the number of deliveries, the driver’s route, traffic conditions, etc. If no one is at the address to take receipt of the flowers, where possible we will leave them with a neighbour or in a safe place. If we are unable to deliver the flowers or leave them with a neighbour we will contact the person who placed the order.

UK Courier Postcodes: Your flowers will be made and packaged by one of our florists and sent throughout the UK by either Royal Mail or DPD. We are unable to guarantee delivery times. Very occasionally the packaging can be slightly damaged in transit but this would rarely affect the flowers. If the flowers themselves were ever damaged, or if there is any problem with the delivery, then we would take responsibility and make recompense where appropriate.

Returns, refunds and complaints policy:

Customer care is extremely important to us and we promise to respond to you quickly and efficiently, and will work hard to resolve any problems.

We hope you will be delighted with your purchase, but if there are any issues or you are disappointed in any way please let us know within 3 days of receiving or collecting your flowers for a replacement or refund. Please call us on 0131 313 1011 or email [email protected].

In terms of duration and lifespan of your flowers, as a natural product each bloom will vary and is dependent on the positioning and care of the flowers after they leave the shop. All of our bouquets come with recommended care instructions and flower food to ensure you enjoy them to the fullest. Different varieties of flowers will have varying levels of hardiness; for example, thistles or lilies will generally last longer than ‘softer’ flowers such as roses or peonies. Our expert staff are always on hand in person, via email or over the phone to advise on flower choices.

Cancellations:

We will happily cancel an order if instructed before 9am on the delivery date for orders within EH1-EH30, or 9am on the date before delivery for UK couriered bouquets. We cannot refund an order if the flowers have already left the shop.

Please contact us for terms and conditions relating to weddings and events.

Privacy Statement:

At Pollination we are committed to maintaining your privacy. When a purchase is made on our site we ask for some personal details. Your data will enable us to fulfil your order and to notify you about important functionality changes.

We comply with the standards, procedures and requirements laid down in the UK Data Protection Act to ensure that the personal information you give us is kept secure and processed fairly and lawfully.

We never pass on your data to 3rd party companies for mailing or marketing purposes.