Effective date: 24 August 2026
Bowbells Florist is a family-run florist based in Gloucester, trading since 1985.
| Business name | Bowbells Florist |
| Owner | Jenny Norville |
| Address | Russell Street, Gloucester, Gloucestershire, GL1 1NE |
| Telephone | 01452 411434 |
| jenny@bowbells.co.uk | |
| VAT number | GB765346017 |
In these terms, “we”, “us” and “our” mean Bowbells Florist. “You” means the person placing the order.
2.1 These terms apply when you order from us — through our website, by telephone, or in person. Please read them before ordering.
2.2 By placing an order you agree to these terms.
2.3 Nothing in these terms affects your legal rights as a consumer. If anything here conflicts with your statutory rights, your statutory rights win.
3.1 When you place an order you will receive an email acknowledging it. That acknowledgement is not acceptance — a contract is formed when we confirm your order or begin preparing it, whichever is sooner.
3.2 We may decline an order — for example if we cannot deliver to the address given, if a product is unavailable, or if we cannot take payment.
3.3 If we cannot fulfil your order after taking payment, we will contact you and refund you in full.
4.1 Prices shown on our website include VAT.
4.2 Delivery charges are shown separately at checkout and added to your order total.
4.3 We take payment at the time you order. We accept credit and debit cards, Apple Pay and Google Pay, and PayPal.
4.4 If a price is obviously wrong, we are not obliged to supply at that price. We will contact you first and you can confirm at the correct price or cancel for a full refund.
5.1 Flowers are a natural product. Availability changes with the season, the weather and what comes through from our growers.
5.2 If a particular flower is not available, we may substitute it for another of equal or greater value, keeping to the overall style, colour and feel of the arrangement you ordered. We do this so your order still arrives on time and looking its best.
5.3 Photographs on our website show a typical example of an arrangement. Because every bouquet is hand-made, yours will not be identical — the exact stems, and sometimes the container, will vary.
5.4 Where a specific container, basket or vase is shown, we will substitute a similar one if that exact item is unavailable.
6.1 Local delivery. We deliver by hand across Gloucestershire. Charges depend on how far you are from our Russell Street shop:
| GL1–GL4 (Gloucester) | £8.50 |
| GL5–GL14, GL19, GL20, GL50–GL53 (Cheltenham, Stroud and surrounding) | £12.00 |
| GL15–GL18, GL54–GL56 (Forest of Dean, Cotswolds and outlying) | £15.00 |
6.2 Same-day delivery. Order before 2pm and we will aim to deliver the same day. Orders placed after 2pm are delivered the next available day.
6.3 Delivery days. We deliver Monday to Saturday. We do not deliver on Sundays or bank holidays.
6.4 Click & Collect. You can collect free of charge from our shop on Russell Street. We will let you know when your order is ready — usually around two hours after ordering, during opening hours.
6.5 Postal delivery. Some gift items can be sent by post anywhere in the UK for £9.99. Fresh flowers are made to order and cannot be posted — they are available for local delivery or collection only.
6.6 We will do everything we reasonably can to deliver on the date you ask for, but we cannot guarantee a specific time of day.
7.1 Please give us a complete, accurate address, and a contact telephone number for the recipient where you can. It genuinely helps.
7.2 If nobody is home, we may: leave your flowers with a neighbour; leave them in a safe, sheltered place at the property; or take them back to the shop for you to collect or for redelivery. Where we leave flowers, we will post a card to say where.
7.3 Once we have left flowers in a safe place or with a neighbour as above, we cannot accept responsibility for what happens to them afterwards.
7.4 If the address you gave is wrong or incomplete and we cannot deliver, we may charge again for redelivery.
7.5 If a recipient refuses the flowers, we will bring them back to the shop and let you know.
8.1 We know these orders matter enormously and are time-critical. Please order as early as you can, and give us the full details of the funeral director, the address, and the date and time of the service.
8.2 We deliver funeral tributes to the funeral director or the service address in good time beforehand. Please check the details carefully when ordering — we work from the information you give us.
This clause is different for fresh flowers and for gift items — please read both parts.
9.1 Fresh flowers and made-to-order arrangements. Under the Consumer Contracts Regulations 2013, the usual 14-day right to change your mind does not apply to goods that perish quickly or are made to your specification. Fresh flowers are both, so once we have started making your order we cannot offer a change-of-mind cancellation.
9.2 Before we start. That said — if you contact us before we have begun preparing your order, we will do our best to change or cancel it. Please call us on 01452 411434 as soon as you can. We would always rather sort it out than not.
9.3 Gift items sent by post. For non-perishable gift items, you do have the legal right to change your mind within 14 days of receiving them, without giving a reason. To do so, tell us by email or phone within that period. Return the item to us unused and in its original packaging; you pay the return postage. We will refund you within 14 days of receiving the item back, or of proof you have sent it.
9.4 This clause does not affect your rights if something is faulty — see clause 10.
10.1 Under the Consumer Rights Act 2015, what we sell you must be of satisfactory quality, as described, and fit for purpose. If it is not, you are entitled to a repair, replacement or refund.
10.2 Flowers are perishable, so please tell us quickly. If your flowers arrive damaged, wilted or not as described, contact us within 48 hours of delivery, ideally with a photograph. That lets us put it right while it still can be.
10.3 Where flowers are faulty, we will replace the arrangement or refund you, whichever you prefer.
10.4 Flowers are living things and their life depends a lot on care and conditions. Please follow the care advice we provide. We cannot accept responsibility where flowers have not been kept in water, have been left in direct heat or sunlight, or where the natural life of the flowers has simply run its course.
11.1 Where a refund is due, we will make it using the same payment method you used, within 14 days.
11.2 Where we are refunding a cancelled order under clause 9.3, we will refund the standard delivery charge too — but not any extra you paid for a faster delivery option.
11.3 Returning a gift item. If you are returning a posted gift item under clause 9.3, please contact us first on 01452 411434 or at jenny@bowbells.co.uk so we know to expect it. Send it to Bowbells Florist, Russell Street, Gloucester, GL1 1NE, unused and in its original packaging. You pay the return postage, and we would recommend a tracked service — we cannot refund an item that does not reach us.
11.4 Fresh flowers do not need to be returned. If there is a problem with an arrangement, just tell us within 48 hours as set out in clause 10 — please do not post flowers back to us.
11.5 This clause and clauses 9 and 10 together are our full refunds and returns policy.
12.1 You do not need an account to order, but you can create one to save your details.
12.2 Keep your password secure. Please tell us if you think someone else has used your account.
13.1 We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.
13.2 We do not limit our liability in any way where it would be unlawful to do so — including for death or personal injury caused by our negligence, or for fraud.
13.3 We are not liable for delays or failures caused by something outside our reasonable control, such as severe weather, traffic disruption or supply failures. If that happens we will contact you as soon as we can and, if it is substantial, you can cancel and be refunded.
We handle your personal information in line with our Privacy Policy, which explains what we collect and why.
If you are unhappy with anything, please tell us — we would genuinely rather know. Call 01452 411434 or email jenny@bowbells.co.uk and we will do our best to put it right.
16.1 We may update these terms. The version that applies to your order is the one published when you ordered.
16.2 If any part of these terms turns out to be unenforceable, the rest still applies.
16.3 These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.
Bowbells Florist
Russell Street, Gloucester, Gloucestershire, GL1 1NE
01452 411434 · jenny@bowbells.co.uk
