Terms of service

Last updated: 19 September 2026

These Terms & Conditions (“Terms”) apply to retail orders placed with The SoArt through our website, WhatsApp, Instagram, telephone, email or any other retail ordering channel. By placing an order, you agree to these Terms.

Separate terms, quotations or contracts may apply to corporate work, events, collaborations, installations and recurring arrangements.

Nothing in these Terms affects your statutory rights as a consumer.

1. About Us

The SoArt is the trading name of The SoArt Limited, a company registered in England and Wales under company number 16682050.

Registered office: 2 Laurel Bank, Finchley Park, London, England, N12 9JP
Email: hello@thesoart.co.uk
Telephone and WhatsApp: +44 7511 005858

2. Orders and Acceptance

When you place an order, you must provide complete and accurate contact, product, personalisation and delivery information. Please check the details carefully before submitting your order.

Payment is taken when the order is placed. Receipt of payment or an automated order acknowledgement does not by itself mean that we have accepted the order. We will review product availability, the delivery address and our ability to fulfil the order. A contract is formed when we send confirmation that the order has been accepted.

We may decline or cancel an order before acceptance if, for example, the required materials are unavailable or unsuitable, the address cannot be served, payment cannot be authorised, we identify suspected fraud, or there is an obvious pricing or product-description error. If we decline an order after taking payment, we will refund the amount paid in full.

3. Products, Images and Substitutions

Flowers and foliage are natural, seasonal products. Differences in colour, size, shape, stem length, openness and arrangement are normal. Product photographs represent the overall style and colour palette, but the finished product may vary slightly. Colours may also appear differently depending on the device or screen used.

Where a photograph shows a particular bouquet size, this will be identified in the relevant product description wherever applicable. Vases, stands, ribbons, props and other accessories shown in photographs are included only where the product description says so or where they have been selected and paid for as part of the order.

All products and individual materials are subject to availability and our quality standards. If a flower, foliage, balloon, container or other component is unavailable or unsuitable, we may replace it with a similar item of equal or greater value and quality. We will take reasonable care to preserve the overall colour palette, style, size and value of the ordered product.

4. Personalised Products and Gift Messages

You are responsible for ensuring that all names, numbers, messages, colours and other personalisation details are correct when submitted. We do not normally send a design proof before production.

If we notice a possible mistake or ambiguity, we may try to contact you. If we cannot reach you in time, we may prepare and deliver the product using the information exactly as submitted. We are not responsible for errors supplied or approved by the customer. A personalised product will not qualify for a refund or replacement solely because the customer supplied incorrect information. If the mistake was made by The SoArt, we will correct or replace the affected product as appropriate.

Gift messages and personalisation must not contain unlawful, threatening, abusive, discriminatory, defamatory, obscene or otherwise seriously objectionable content. We may refuse such content and contact you for an alternative.

5. Prices, Payment, Promotions and Store Credit

Prices are displayed in pounds sterling (GBP). Product prices do not include delivery unless the website or product page expressly states otherwise. Any applicable delivery charge will be shown during checkout or agreed before the order is confirmed. Full payment is required when the order is placed.

Payments are processed through Shopify and the payment providers available at checkout. We do not directly receive or store your complete card details. Refunds will normally be returned to the original payment method.

We take reasonable care to display accurate prices. If an obvious pricing error is identified before preparation or dispatch, we may cancel the order and issue a full refund, or contact you and offer the option to proceed at the correct price.

Unless a promotion states otherwise:

• only one promotional code may be used per order;

• codes cannot be applied retrospectively to completed orders;

• discounts do not apply to delivery charges;

• codes and store credit cannot be exchanged for cash; and

• promotions are valid only for the period and customers specified.

We may correct, suspend or withdraw a promotion where there is an error, misuse or a circumstance outside our reasonable control. This will not alter a qualifying order that we have already accepted, unless the promotion was used fraudulently or contrary to its stated conditions.

The SoArt does not currently sell gift cards. Any store credit issued by us is valid for 12 months from the date of issue and must be used before it expires.

6. Delivery

Delivery is subject to our separate Shipping Policy, which forms part of these Terms. The Shipping Policy explains our delivery areas, charges, available dates and time windows, failed deliveries, safe-place delivery and delays.

You are responsible for supplying the recipient’s complete and accurate name, address, postcode and telephone number. Additional delivery or replacement charges may apply where incorrect information, the recipient’s absence or another circumstance outside our control causes a failed delivery.

Delivery windows are estimates rather than guaranteed appointments. We will use reasonable efforts to deliver within the selected window and on the agreed date.

7. Changes, Cancellations, Returns and Refunds

All requests to change or cancel an order, and all claims relating to damaged, incorrect, missing or defective products, are governed by our separate Return, Refund & Cancellation Policy, which forms part of these Terms.

Many of our products contain flowers or other goods that deteriorate rapidly, and many balloon and bespoke products are made to the customer’s specification or clearly personalised. The usual statutory change-of-mind cancellation right for distance purchases may not apply where a legal exception covers the product. This does not affect your statutory rights if a product is faulty, not as described or otherwise fails to meet legal requirements.

If we are unable to fulfil an accepted order, we will contact you and may offer a suitable replacement, a new delivery date or store credit. If you do not accept the available alternatives, we will refund the amount paid for the cancelled order.

8. Product Care, Allergies and Safety

Customers should follow the flower and balloon care guidance available on our website.

Balloon float time varies according to balloon type, temperature, environment and handling and is not guaranteed for a precise period. Balloons should be kept indoors, away from extreme heat or cold, direct sunlight, rough surfaces and sharp objects. Leaving balloons in a vehicle, moving them repeatedly or using them outdoors may shorten their life or cause damage. Damage arising after delivery from unsuitable storage, handling or surroundings is not covered unless caused by a defect that existed at delivery.

Some of our balloons contain natural rubber latex, which may cause allergic reactions. Please tell us before ordering if you are aware of a relevant allergy, although we cannot guarantee an entirely allergen-free environment.

Flowers, foliage and other botanical materials are not intended for consumption unless expressly stated. Some varieties can cause skin irritation or may be harmful to people or pets if touched or eaten. Please contact us before ordering if you have a particular allergy, pet-safety or toxicity concern.

Balloons, ribbons, weights, packaging and small components must be kept away from unsupervised children and pets. Deflated or burst balloons should be discarded immediately. Helium must not be inhaled.

Fresh flowers will commonly last approximately three to five days when cared for correctly, although delicate or seasonal varieties may last for a shorter period. Because flowers are natural products, we do not guarantee an exact vase life.

9. Delays and Events Outside Our Control

We are not responsible for delay or failure caused by events outside our reasonable control, including severe weather, major traffic disruption, road closures, accidents, strikes, courier disruption, utility or payment-system outages, government restrictions, emergencies or serious and unforeseeable supply-chain interruption.

If such an event materially affects an order, we will contact you as soon as reasonably possible and discuss a replacement, alternative date, store credit or refund, as appropriate and subject to your statutory rights.

10. Customer and Recipient Information

We use customer and recipient information to process payment, prepare the order, communicate about it and complete delivery. A recipient’s telephone number may be shared with the driver or delivery provider solely to resolve delivery issues. We will not use a recipient’s details for marketing unless that person has separately consented.

Our handling of personal information is explained in our Privacy Policy.

11. Liability and Statutory Rights

We are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, or for deterioration or damage caused by a customer’s failure to follow care instructions, incorrect information, misuse, unsuitable storage or handling after delivery.

These retail Terms are intended for consumers. We are not responsible under them for business losses, including loss of profit, revenue, opportunity, contracts or business interruption. Corporate, event and commercial work is subject to separate terms or a separate contract.

For claims that may lawfully be limited, our total liability relating to an order will not exceed the amount paid for that order. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory consumer rights, or any other liability that cannot legally be excluded or limited.

12. Intellectual Property and Photography

The SoArt owns or is licensed to use the website content, branding, product photography, copy, creative proposals and original floral and balloon designs displayed or supplied by us. These materials may not be copied, modified, reproduced or used commercially without our prior written permission.

Customers may photograph and share products they have purchased for personal, non-commercial purposes. Purchasing a product does not transfer intellectual-property rights in our photographs, branding or design materials.

We may photograph a completed order before delivery and use the image on our website, portfolio or social-media channels, provided that private messages, addresses and other identifying customer information are not displayed.

13. Complaints and Contact

If you have a question or complaint, please contact us and include your order number and any relevant photographs:

Email: hello@thesoart.co.uk
Telephone and WhatsApp: +44 7511 005858

We aim to respond within two working days. Complex matters may take longer to investigate, but we will keep you reasonably informed.

14. General Terms and Governing Law

We may update these Terms to reflect changes to our services, processes or legal obligations. The “Last updated” date will be revised when changes are made. An order will be governed by the version of the Terms in effect when it was placed, and later changes will not retrospectively alter an accepted order.

If any provision of these Terms is held to be unlawful or unenforceable, the remaining provisions will continue in effect. A delay in enforcing a right does not amount to a permanent waiver of that right.

These Terms and all retail orders are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, without restricting any mandatory right a consumer may have to bring proceedings in another competent court.