Terms of service

Last updated: 28 October 2026

Overview

Welcome to Pulbrook & Gould Flowers London. In these terms, "we", "us" and "our" mean Pulbrook and Gould Floristry Limited, trading as Pulbrook & Gould Flowers London, a company registered in England and Wales (company number 14904685, VAT number GB 446856062), of 65 Gloucester Road, South Kensington, London SW7 4PE. We operate this store and website, including all related information, content, features, tools, products and services (the "Services"). Our store is powered by Shopify, which enables us to provide the Services to you.

These terms, together with the policies referred to in them (the "Terms"), describe your rights and responsibilities when you use the Services. Please read them carefully. By visiting, interacting with or using our Services, you agree to be bound by these Terms and by our Privacy Policy. If you do not agree, please do not use our Services. Nothing in these Terms affects your statutory rights as a consumer.

1. Access and account

You must be at least 18 years old to buy from us. To use the Services, including browsing or buying, you may be asked to provide information such as your email address and your billing, payment and delivery details. You confirm that the information you give us is correct, current and complete. You are responsible for keeping your account details secure and for all activity on your account. You may not transfer, sell or license your account to anyone else.

2. Our products

We take care to describe and show our products accurately. Flowers and plants are natural and seasonal, so each arrangement may vary slightly from the photographs, and colours may look different on your screen. If a particular flower is unavailable, we will substitute a comparable flower of equal or greater value and keep the design's colour palette, style and quality. We may change product descriptions, discontinue products and limit the quantities we offer.

3. Orders

When you place an order, you are making an offer to buy. We may decline an order, and your order is accepted only when we confirm it. We must receive and process your payment before we accept your order. Please check your order carefully before you submit it. Cancellations, returns and refunds are covered by our Refund Policy, which does not affect your statutory rights. Your purchases must be for your own personal or household use and not for commercial resale.

4. Prices and payment

Prices are shown in pounds sterling, or in your local currency as a guide where this is offered. Orders delivered in the UK are charged in pounds sterling. Prices for UK and EU customers include VAT where it applies, and delivery charges are shown at checkout. For orders outside the EU, customs duties and import taxes may apply and are the responsibility of the customer (see our Delivery Policy).

The price charged is the price in effect when the order is placed, as set out in your order confirmation email. Prices, discounts and promotions may change without notice, and a promotion may have its own terms, which apply to that promotion. You confirm that the payment details you give us are correct and that you are authorised to use the card or payment method.

5. Delivery

Delivery areas, charges and timings are set out in our Delivery Policy. Delivery times are estimates. We cannot guarantee an exact delivery time because traffic, weather and carriers can affect our routes. Where you choose a delivery date or window, we will do our best to deliver within it. Goods remain at our risk until they are delivered to you. Nothing in this section limits your statutory rights.

6. Intellectual property

Our Services, including all trademarks, brands, text, displays, images, graphics, product reviews, video and audio, and the design, selection and arrangement of them, are owned by us, our affiliates or our licensors and are protected by copyright and other intellectual property laws. You may use the Services for your own personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works from, publicly display, republish, download, store or transmit any material on the Services without our prior written consent. All rights not expressly granted are reserved.

Our names, logos, product and service names, designs and slogans are trademarks of ours or of our affiliates or licensors, and you must not use them without our written permission. Shopify's name, logo, product and service names, designs and slogans are trademarks of Shopify. All other names, logos, product and service names, designs and slogans on the Services are the trademarks of their respective owners.

7. Optional tools

We may give you access to tools offered by third parties as part of the Services, which we do not monitor or control. We provide these tools "as is" and "as available" and do not endorse them. Using them is at your own discretion, and you should check the terms of the relevant provider. Any new features we add to the Services are also subject to these Terms.

8. Third-party links

The Services may contain links to websites operated by third parties. We are not responsible for the content or accuracy of those sites, and you use them at your own risk. Please read the policies of any third-party site before you transact with it, and direct any complaints about third-party products or services to that third party.

9. Relationship with Shopify

Pulbrook & Gould Flowers London is powered by Shopify, which enables us to provide the Services to you. However, any sales and purchases you make in our store are made directly with us. By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and us, including any injury, damage or loss resulting from purchased products and services. You expressly release Shopify and its affiliates from all claims, damages and liabilities arising from or related to your purchases and transactions with us.

10. Privacy

All personal information we collect through the Services is subject to our Privacy Policy, and certain personal information may be subject to Shopify's Privacy Policy. Because the Services are hosted by Shopify, Shopify collects and processes personal information about your access to and use of the Services, and information you submit may be shared with Shopify and with third parties located in other countries. Please read our Privacy Policy for more detail.

11. Feedback

If you send us ideas, suggestions, reviews or other content ("Feedback"), you grant us a perpetual, worldwide, sublicensable, royalty-free licence to use, reproduce, modify, publish, distribute and display it in any medium for any purpose, including to operate, improve and promote the Services. You confirm that you own or have the rights to your Feedback, that it does not infringe anyone's rights, and that it is not unlawful, abusive, obscene or defamatory and does not contain malware. We are not obliged to keep Feedback confidential, to pay for it or to respond to it, and we may monitor, edit or remove Feedback at our discretion. You are responsible for your Feedback and its accuracy.

12. Errors, inaccuracies and omissions

There may occasionally be typographical errors, inaccuracies or omissions on the Services relating to product descriptions, pricing, promotions, offers, delivery charges, transit times and availability. We may correct them, update information or cancel orders affected by an error at any time, including after you have placed an order. If we cancel an order because of an error, we will refund anything you have paid for it.

13. Prohibited uses

You may use the Services for lawful purposes only. You must not use them: (a) for any unlawful or malicious purpose; (b) to break any law or regulation; (c) to infringe our intellectual property rights or those of others; (d) to harass, abuse, insult, harm, defame, intimidate or threaten our staff or anyone else; (e) to send false or misleading information; (f) to send junk mail, chain letters, spam or unsolicited promotional material; (g) to impersonate any person or entity; or (h) in any other way that restricts anyone's use or enjoyment of the Services or may harm us, Shopify or other users.

You must not: (a) upload or transmit viruses or other malicious code; (b) copy, extract, sell, resell or exploit any part of the Services; (c) collect or track the personal information of others; (d) spam, phish, pharm or pretext; (e) use any robot, spider, scraper, data-gathering or extraction tool, automatic device or process, AI tool (such as agentic AI) or automated or manual means to access the Services, except as permitted in Section 14; or (f) interfere with, bypass or circumvent our security or authorisation features, robot exclusion headers or other measures that restrict access. We may suspend, disable or terminate your account at any time, without notice, if we believe you have broken these Terms.

14. Agents

14.1 This section ("Agent Terms") applies if you use, allow, enable or cause the deployment of an Agent to access, use or interact with any Services. "Agent" means any software or service that takes autonomous or semi-autonomous action on behalf of, or at the instruction of, any person or entity, and that can be executed on behalf of or using a person's device, without direct supervision.

14.2 No Agent may access, use or interact with the Services unless, at all times, it identifies itself and operates in strict accordance with the requirements in section 14.4 below. In addition, no Agent may access, use or interact with the Services if we have asked the Agent to refrain from doing so.

14.3 We may limit, including by technical measures, whether and how any Agent accesses, uses and interacts with the Services.

14.4 Agents must: (i) in all HTTP/HTTPS requests, identify that the request is from an Agent and disclose the name of the Agent by including the following in the request's user agent string: "Agent/[agent name]"; (ii) not conceal or obfuscate that any access, use or interaction is from an Agent, such as by (a) mimicking human behaviour and interaction patterns, or (b) completing or circumventing CAPTCHAs or measures intended to distinguish computer use from humans; (iii) respond truthfully to any question or prompt seeking to determine whether interactions are coming from a human or a computer; and (iv) not circumvent or otherwise avoid any measure intended to block, limit, modify or control whether and how Agents access, use or interact with the Services.

15. Termination

We may end this agreement or your access to the Services (or any part of them) at any time, and you will remain liable for all amounts due up to the date of termination. Sections that by their nature should continue after termination will continue, including those on intellectual property, feedback, liability, severability, governing law and privacy.

16. Information on our website

The information on our website is provided for general information only, and we do not warrant that it is accurate, complete or up to date. Nothing in these Terms affects your legal rights as a consumer, including the right to goods that are of satisfactory quality, fit for purpose and as described, and to have services provided with reasonable care and skill. We do not guarantee that the Services will be uninterrupted, timely, secure or error-free.

17. Limitation of liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by law. Subject to that, we are liable for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not liable for loss or damage that was not foreseeable. To the fullest extent permitted by law, we are not liable for loss of profit, revenue, savings or data, or for indirect or consequential loss, arising from your use of the Services. This section does not affect your statutory rights as a consumer.

18. Indemnity

You agree to compensate us for any losses, damages or costs we reasonably suffer because of your breach of these Terms, your unlawful use of the Services, or your infringement of a third party's rights.

19. Severability

If any part of these Terms is found to be unlawful, void or unenforceable, that part will be enforced to the fullest extent permitted by law, and the rest of these Terms will continue to apply.

20. Waiver and entire agreement

If we do not enforce a right or provision of these Terms, that is not a waiver of it. These Terms, and any policies or operating rules we post on this site, are the entire agreement between you and us about your use of the Services and replace any earlier agreements, communications and proposals, including earlier versions of these Terms.

21. Assignment

You may not transfer or assign this agreement or any of your rights or obligations under it without our written consent. We may transfer or assign these Terms and our rights and obligations to another business, provided this does not reduce your rights.

22. Governing law

These Terms, and any dispute or claim arising out of or in connection with them or your use of the Services, are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living elsewhere in the UK or in the EU, you may also bring proceedings in the courts of the place where you live, and you keep the mandatory consumer protections of the country where you live.

23. Changes to these Terms

You can review the current version of these Terms at any time on this page. We may update, change or replace any part of them by posting changes on our website, and we will tell you about material changes as the law requires. Your continued use of the Services after changes are posted means you accept them.

24. Contact us

Questions about these Terms should be sent to sales@pulbrookandgould.co.uk.

Pulbrook and Gould Floristry Limited, trading as Pulbrook & Gould Flowers London
65 Gloucester Road, South Kensington, London SW7 4PE
Telephone: 020 7730 0030
Company number: 14904685 | VAT number: GB 446856062