Terms & Conditions: Prestige Flowers for the National Gallery

Prestige Flowers for the National Gallery is a collaboration between Prestige Gifting Ltd and the National Gallery Company Limited. These terms and conditions apply only to ordering fresh flowers from Prestige Flowers for the National Gallery and should be read in conjunction with our full standard terms and conditions.

Order Form and Payment

You will be guided through the Order Form and will be required to provide us with your personal details, the recipient’s details and all necessary payment details.


We cannot always guarantee a delivery date, but will endeavour to deliver on your desired date as all flowers are sent using a 24 hour delivery service the day before your chosen date. In the event a delivery is not made on the specified date we cannot offer a refund. Delivery days are Monday to Sunday excluding bank holidays. Any orders made for delivery on a bank holiday may be delivered the next working day unless otherwise stated. Next day flower deliveries are delivered via Royal Mail.

By making a purchase from Prestige Flowers for the National Gallery, you are not entering into any contract that guarantees a specific time between times stated. At peak times we reserve the right to extend delivery times. During peak periods, if we miss the specified delivery date but still deliver the order you will not be entitled to a full refund. Any remedy will be discretionary.

We will always attempt to deliver your order to the address that was entered on the order page. It is vital that a complete address in provided such as flat number, post code, unit, room number, street address and town. For hard to reach areas please contact us and provide us with additional information. We cannot deliver to PO boxes, army bases or airport terminals.

Cut of times for deliveries are 6.30pm Monday to Friday, 4.30pm on Saturday for Sunday delivery and 1.30pm on Sunday for Monday deliveries. Orders placed after this time may not be sent out for next day delivery but will be rescheduled for the next working day.

Please note that in some circumstances courier delivered products to Northern Ireland, Scotland, Islands and harder reach areas may take an additional working day in transit.

We are not liable for delivery failure where incomplete or incorrect shipping has been provided, this includes incorrect post codes. The onus is on the customer to check that the information is correct. Any arrangement to resend a replacement bouquet will be at the company’s discretion. The burden is with the sender to inform the recipient of the delivery of flowers, if the flowers are left in a safe place at the discretion with the courier we are not liable thereafter for the safe receipt of the goods. We will endeavour to redeliver if goods are returned. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own, we are regrettably unable to offer a refund or complimentary re-delivery. Any remedy will be discretionary.

If we cannot get contact with the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non delivery if Prestige Flowers for the National Gallery has tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary.

Prestige Flowers for the National Gallery are not responsible for any order where the recipient refuses to accept the item. Prestige Flowers for the National Gallery will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.

Hospital and Funeral Deliveries

When placing an order for a patient or member of staff at a hospital, it is important to check prior to purchase that the hospital will accept a florist delivery. It is important to provide us with an up to date ward number for a particular patient as some wards will accept flowers and other will not. We are not liable for instances where a delivery is refused for a hospital order. Any remedy sought will be discretionary. For funeral deliveries we must receive the order at least 1 working day prior. If the order is to be delivered at the funeral directors, the name of the deceased must be provided along with the time and date for the funeral. These can be emailed to online@nationalgallery.co.uk.

Confirmation of Delivery

If flowers are signed for, either at a house, hospital, hotel or reception, this will be adequate proof that the order was delivered successfully to your recipient.

If the recipient is out at our time of call, we may leave it with a neighbour or in a safe place unless otherwise instructed not to do so. If this is not possible the driver will attempt to deliver the next day. It is at the drivers’ discretion where the order is left. For late delivery in such instances, refunds will be discretionary. Where there have been two unsuccessful delivery attempt we will not be liable. Any resend or refund will be at our discretion. .

In the unfortunate event of a non-delivery on the delivery date you selected, Prestige Flowers will either refund you in full or redeliver and upgrade your order to your recipient. This does not apply to our courier delivered flowers. .

In the unfortunate event of late-delivery (over 3 working days) of the delivery date you selected, Prestige Flowers for the National Gallery will refund the delivery cost to you. Some areas require an additional working day in transit. Such remote areas include the Channel Islands, The Isle of Man, Jersey, Shetland Islands, The further reaches of Scotland & Wales, The Isle of Skye and other islands around the UK. Deliveries may be early during peak events to ensure delivery of your order.

If for whatever reason we are unable to fulfil your order we will refund the full amount to you or will redeliver the bouquet at a later date and upgrade it to a greater value free of charge.

All flowers and colours are subject to availability and seasonal availability and are therefore subject to substitution. Orders will be made up with equal or greater value.

Cancelling Your Order

Orders can be cancelled two working days (Monday to Friday 9am to 5pm) prior to the specified delivery date by emailing online@nationalgallery.co.uk, stating your order number and reason for cancelling. Cancellations for weekend deliveries must be received no later than 12pm Friday. Please note, once orders have been despatched, we cannot cancel it due to the perishable nature of the product. We cannot cancel orders during peak events which can be processed four days prior to despatch.

Changes to Orders

We can make a change to an order with reasonable notice and before dispatch, once an order has been dispatched we cannot amend an order. Changes to the type of bouquet will require an order cancellation and re-order. For all changes please email online@nationalgallery.co.uk stating your order number clearly. We regret that we cannot except returns for perishable products. We are able to process changes to order between Monday to Friday, 9am-5pm.

Returns Policy

Please note flowers may only be returned/replaced/refunded if the complaint is made within 48 hours of receipt, this may be made by emailing online@nationalgallery.co.uk. We are not liable for any complaint made out of this time. If the flowers we delivered are not what you ordered or are damaged or defective, or the delivery is of an incorrect quantity, we shall bear no liability to you unless you notify us of the problem within 48 hours of the delivery of the products in question. If a refund is agreed National Gallery Company Ltd will issue a refund within 7-10 business days of receiving your returned goods. If flowers are disposed without photographic evidence any remedy will be discretionary. For items that are returned the consumer will bear the costs for the return of that item. We regret that we cannot refund return postage costs.

In the event of small errors in the order such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order. We believe in being fair and reasonable in circumstances like this and a customer care team member will always request to call the recipient to apologise & read out the message.


If the flowers we deliver are not what you ordered or are damaged or defective, or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us of the problem within 48 hours of the delivery of the products in question.

Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition, and we shall have no liability to pay any money to you by way of compensation.

We shall have no liability to you for any failure to deliver products you have ordered or any delay in doing so that is caused by any event or circumstance beyond our reasonable control, including breakdown of systems or network access, flood, fire, explosion or accident.

Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement, but this does not affect any right or remedy of a third party that exists or is available apart from that Act.

Data Protection/Privacy

Our policy is to respect the privacy of all customers. We will not monitor, edit or disclose any personal information about you or your accounts, including its content without your prior permission, unless we are required to do so to conform to legal requirements or comply with legal process. We shall ensure that we comply with the requirement of all current data protection legislation including, without limitation, the Data Protection Act 1998 (as replaced, modified or re-enacted from time to time). We shall only use personal data received from you for the purpose of fulfilling our obligations under these Terms & Conditions.

To fulfil orders for Prestige Flowers for the National Gallery your data will be shared between the National Gallery Company Limited and Prestige Gifting Ltd only. We will not share your data with anyone else unless you agree first.

These Terms & Conditions shall be governed by and construed in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English Courts.