Terms and Conditions

By placing an order on the Moutan Limited website or when calling our shops to place an order, you are agreeing to the following terms and conditions.  If you have any questions regarding our terms and conditions or have any comments or feedback, please email us at flowers@moutan.co.uk or call us on 01252 842308.

If you are not satisfied with the product you ordered once it is delivered, please call us on 01252 842308. We will review the comments you have and should the cause be related to circumstances that are within our control, we will consider a full refund and re-delivery of your chosen product.

If the product you ordered was damaged on receipt, we will offer a full refund and a re-delivery of the product at the next convenient date for your recipient.

If the product you have chosen was delivered late, we will refund the full cost of delivery on the affected order.

In the event of non delivery as the recipient is unavailable, we will attempt to make contact by telephone using the contact number(s) given on the order to arrange redelivery.

Failing this, we will leave a calling card with instructions for the recipient to make contact to arrange re-delivery. If, following a second delivery attempt and we are still unable to deliver, we are regrettably unable to offer a refund or complimentary re-delivery.


If you wish to make any changes to your order please call our customer services team on 01252 842308. Please note that any changes to your order (such as delivery address, gift message) must be made at least 2 working days prior to requested delivery date to ensure that we have time to amend your order prior to dispatch. We cannot guarantee that we will be able to accept changes made to your order after that time.

For peak season (Valentine’s Day and Mother’s Day), we can not guarantee that we will be able to accept changes to orders within 72 hours of the intended delivery date.


Naturally we are working with fresh, seasonal ingredients that are often affected by the climate and can, as such, have unpredictable availability. If for any reason, we are unable to fulfill your chosen product, or elements of it, we will work with the florists to substitute the affected ingredients using the most appropriate alternative to ensure your fresh flowers have a similar colour, style, shape & size.

All products are subject to availability, and acceptance of your order. In the event of any supply difficulties or if the flowers received from our growers that are needed to make up your order do not meet our high quality standards, we reserve the right to substitute any product required or part of product, with an alternate product of a similar style and equivalent (or greater) value and quality. Where substitution of flowers is necessary, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our customer care team on 01252 842308 or email us on flowers@moutan.webmaven.co.uk.

If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept the substitution.


Flowers may be delivered in bud to ensure longer life. Some flower bouquet contents may be harmful if eaten and/or a skin irritant. Please call our customer care team on 01252 842308 if you wish to enquire about the safety of contents before ordering.


You must agree that any messages posted by you on your card or sent by us on your behalf to a third party will not contain anything which could be construed as harassing, threatening, vulgar, abusive, obscene, defamatory, racist or which may cause embarrassment or distress to any person or are otherwise unlawful or objectionable.

You are entirely responsible for any text or other material which you post or send on this message system and Moutan Limited accepts no liability for any such content. We do not pre-screen messages but may monitor content from time to time. We have the right to refuse to send or display messages and terminate access to the relevant services at any time and without liability to you in the event of any such objectionable message.


At our discretion from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date. In the event that a customer has made a purchase and the price of a product falls or is discounted due to a special offer, the price of the product at the time of purchase shall ‘prevail’. We are unable to offer special offer discounts for purchases that have already been made.

As our special offers are often presented due to the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice. We also reserve the right to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.


Whilst we agree to use our reasonable endeavours to ensure that the Moutan website and/or the Services are fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the Moutan website or Services and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Moutan website and/or the Moutan Limited service impossible or impractical.


All copy and images on this website are owned by Moutan Limited and protected by Copyright. Unauthorised infringement of copyright may be result in legal action being taken against the offending party.


Only cancellations which are given at least 2 working days before the intended delivery date may be accepted. Orders placed or cancelled on Saturdays, Sundays or Bank Holidays will be treated as having been received on the following working day. To cancel orders, please call 01252 842308.

You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

For peak season (Valentine’s Day and Mother’s Day), we are unable to guarantee to accept changes to orders within 72 hours of the intended delivery date.