Terms and Conditions

Terms and Conditions


Welcome to the eu.florislondon.com website (the “Website”) Terms and Conditions. Floris London (EU) BV (”Floris”, “we”, “us” or “our”) provides the services available on the Website. Your use of this Website is governed by the Terms and Conditions set out below.

By using the Website, you signify your agreement to be bound by these conditions

  1. Use of the website

Floris London (EU) BV is the supplier of the goods.

Our registered address: Hoofdweg 66b, 3067GH Rotterdam, Netherlands
Telephone Number: +44 (0) 3301 340180 
Company registration number: 89946383
VAT registration number: NL865161124801


To be eligible to purchase goods on this Website and to lawfully enter into and form contracts on this Website under English law you must:
a) be aged 18 years or older; and
b) register to use the Website; and
c) be the holder of a valid debit/credit card.

You warrant that the personal information which you are required to provide when you register as a customer is true, accurate and current in all respects. If your personal information changes then please notify us immediately by contacting Customer Services on the following number (open 8.30am to 5pm GMT/BST, Monday to Friday) +44 (0) 3301 340180 or email customerservice@florislondon.com. Alternatively, if you are a registered customer you can update your details through the “My Account” page. You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.


Please review the Privacy Policy, which explains our use of the information you provide via the Website, so that you may understand our privacy practices.

  1. Your Account

Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering. You are responsible for all actions that occur in relation to your account. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner. If you forget your password we will reset it upon your request and send it to the email address you registered with. All the Personal Information that you provide will be held in accordance with the Privacy Policy.

  1. Placing an Order and Order Acceptance

You place your order request for goods from the Website by clicking on the confirm order button at the end of the online order process. You will be guided through the process of placing an order by a series of instructions on the Website, should you require any assistance please contact Customer Services on the following number (open 8.30am to 5pm GMT/BST, Monday to Friday) +44 (0) 3301 340180.

Products are available for your personal use only and not for resale.  By placing an order on the site, you warrant that you will use the product for your personal use only.  

Once you have placed your order, we will send you an email acknowledgement providing you with a reference number and the value of your order which has been debited to your credit/debit card. Please note this is not an order confirmation or order acceptance from Floris. Unless we have notified you that we do not accept your order or you have cancelled your order in accordance with the Cancellation Procedure, our acceptance of your order and the completion of the contract between you and us will take place when we have despatched the goods ordered by you. To cancel your order after it has been dispatched, you will need to follow the Cancellation and Returns Procedure. We may not accept your order if an item you have ordered is out of stock, we are unable to obtain authorisation for your payment or if we identify a product or pricing error. We reserve the right to reject any offer to purchase by you at any time. If we are unable to fulfil your order following our order acknowledgement, we will contact you by email or telephone advising you of this. If you require a VAT invoice or would like any information regarding your order please contact Customer Services on the following number (open 8.30am to 5pm GMT/BST, Monday to Friday) +44 (0) 3301 340180 or email customerservice@florislondon.com

  1. Description of Goods

We take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up-to-date as possible, the information including product descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a product until your order is accepted in accordance with our order acceptance policy.

  1. Payment

All prices indicated for products available via the Website are exclusive of VAT (where applicable) at the current rates and are exclusive of delivery charges. The total cost of your order is the price of the products ordered plus VAT and delivery charges as set out in the Delivery section of the Website. We accept payment by the following cards: American Express, Visa, Mastercard, Switch/Maestro and JCB. The payment will be debited and cleared from your account at the time when you confirm the order at the end of the online order process. You confirm that the credit or debit card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or subsequently refuses to, or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

  1. Passing of Property

We will retain the legal ownership of the goods until full payment has been made by you and such payment has been received by us. Legal ownership of the goods will immediately revert to us if we refund any such payment to you.

  1. Delivery

We will deliver the goods in accordance with the delivery option selected by you during the order process. Any delivery timescales quoted to you are indicative only. Orders may be delivered in one or more delivery. Floris do not accept any liability whatsoever for delayed delivery caused by any third party. As soon as you have received the goods, you will assume all risk in the goods. Upon delivery of the goods to you, we will also provide you with sufficient details to enable you to exercise your right of cancellation; and address any intended cancellation or complaints to the correct place of business. In the unlikely event of non-delivery of your order, we must be notified within 30 days of the purchase date.

  1. Acceptance

Upon receipt of the goods you must inspect the goods and you will be deemed to have accepted the goods unless you notify us that you have cancelled the order and/or you return the goods in accordance with the Returns Procedure. If no such action is taken, we shall not be obliged to accept any rejection of the goods at a later date. Your statutory rights are not affected. If you have not received the entire order as detailed in the order acknowledgement email sent to you when an order is received, please contact Customer Services on the following number (open 8.30am - 5pm GMT/BST, Monday to Friday) +44 (0) 3301 340180 or email customerservice@florislondon.com.

  1. Customs

When ordering goods from our Website for delivery outside the European Union the recipient may be subject to import duties and taxes. Any charges for duty, taxes and customs clearance are the recipient’s responsibility. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact the local customs office for further information. Additionally, please note that when ordering from our Website, the recipient is considered the importer of record and must comply with all laws and regulations of the country in which the goods are received. We regret that Floris will not be able to refund purchases that are refused delivery due to unpaid customs charges.

  1. Cancellation & Returns Procedure

We are sure you will love our products as much as we do, but if you are unhappy with your purchase and would like to return or exchange any of your order, please contact us at customerservice@florislondon.com or telephone us on +44 (0) 3301 340180 (open 8.30am - 5pm GMT/BST, Monday to Friday) and we will be happy to help.

Goods purchased online at eu.florislondon.com can be returned or exchanged within 28 days of purchase, provided that the items are unopened and in their original packaging. Sale goods purchased online at eu.florislondon.com can be returned or exchanged within 14 days of purchase, provided that the items are unopened and in their original packaging. Please note that any engraved items are non-refundable. When returning your goods, please enclose your original dispatch note/receipt, or add a cover note with your contact details and order number. 

All returns are made at customers' own cost and risk. Floris will refund the postal cost of your returns only if the items are faulty or damaged. We recommend that customers send returns via Recorded Delivery, as Floris will not assume responsibility for items lost in transit. Floris reserves the right to deduct the cost of retrieving the goods if not returned by the customer (unless faulty/damaged). Provided goods are returned in their original condition, a full refund (including your original delivery charges at basic cost) will be made within 14 days from receipt of goods to Floris.

  1. Complaints

If you wish to complain about any matter in respect of the goods or service please contact Customer Services on the following number (open 8.30am - 5pm GMT/BST, Monday to Friday) +44 (0) 3301 340180 or email customerservice@florislondon.com

  1. Access to the Website

We will do our utmost to ensure availability of the website will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Occasionally access to the Website may be suspended or restricted to allow for maintenance. We will attempt to limit the frequency and duration of any such suspension or restriction.

  1. Accessibility

We endeavour to provide a website that is accessible to everyone and are constantly checking and improving our website to ensure it meets the demands of the Disability Discrimination Act. If however, you are experiencing difficulties, please do not hesitate to contact Customer Services on the following number (open 8.30am - 5pm GMT/BST, Monday to Friday) +44 (0) 3301 340180 or email customerservice@florislondon.com

  1. Licence for Website access

We grant you a limited, revocable, and non-exclusive licence to access and make personal use of the Website. Please note that you may not frame or use framing techniques to enclose the Website or any portion thereof without our prior written consent.

The license does not include the right to:

modify or download the Website or its contents (except caching or as necessary to view content);
make any use of the Website or its Content other than personal use; create any derivative use of the Website or its Content;
collect account information for the benefit of another party;
use any meta tags or any other ‘hidden text’ utilising our name or trademarks without the express written consent of Floris London (EU) BV.;
use software robots, spiders, crawlers, or similar data-gathering and extraction tools.

You are granted a limited, revocable, and non-exclusive right to create a hyperlink to the home page of the Website for personal, non-commercial use only. A website that links to our Website may:

link to, but not replicate our Content;
not imply that we are endorsing such website or its services or products;
not misrepresent its relationship with us;
not contain content that could be construed as distasteful, obscene, offensive or controversial, and may contain only content appropriate for all ages;
not portray us or our products or services, in a false, misleading, derogatory, or otherwise offensive or objectionable manner, or associate us with undesirable products, services, or opinions;
not use any trade mark without express written permission;
and not link to any page of the Website other than the home page without express written permission.

We may, in our sole discretion, request that you remove any link to the Website, and upon receipt of such request, you shall immediately remove such link. Any unauthorised use terminates the permission or license granted by Floris London (EU) BV.

  1. Your Conduct

You must not use the Website in any way that causes, or is likely to cause, the Website or access to it to be interrupted, damaged or impaired in any way. You must not use the Website for fraudulent purposes, or in connection with a criminal offence or other unlawful activity.

  1. Samples

Any products and services, and any samples thereof, we may provide to you are for personal use only. You may not sell or re-sell any of the products or services, and any samples thereof, you receive from us.

  1. Copyright and Intellectual Property

All content available on the Website, including, but not limited to, text, graphics, logos, button icons, images, audio clips, data compilations, and software, and the compilation thereof (the “Content”) is the property of Floris, our affiliates, our partners or our licensors, and is protected by UK and international copyright laws. You may not systematically extract and/or re-utilise parts of the contents of the website without our prior written consent.

  1. Trademarks

The trademarks, logos, and service marks displayed on the Website (collectively, the “Trade Marks”) are the registered and unregistered marks of Floris, our affiliates, our licensors or our partners, and are protected by UK and international trade mark laws. All other trademarks not owned by Floris that appear on the Website are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by us.

  1. Accuracy of Information

We attempt to be as accurate as possible when describing products on the Website; however, to the extent permitted by applicable law, we do not warrant that product descriptions, colours or other content available on the Website are accurate, complete, reliable, current, or error-free.

  1. Third-Party Links

We are not responsible for the content of any off-website pages or any other websites linked to or from the Website. Links appearing on the Website are for convenience only and are not an endorsement by us. Your linking to or from any off-website pages or other websites is at your own risk. We are in no way responsible for examining or evaluating, and we do not warrant the offerings of, off-website pages or any other websites linked to or from the Website, nor do we assume any responsibility or liability for the actions, content, products, or services of such pages and websites, including, without limitation, their privacy statements and terms and conditions. You should carefully review the terms and conditions and privacy policies of all off-website pages and other websites that you visit.

  1. Representations & Warranties: Limitation of Liability

The Website is presented “as is”. We make no representations or warranties of any kind whatsoever, express or implied, in connection with these terms or the Website, including but not limited to warranties of satisfactory quality, non-infringement or fitness for a particular purpose, except to the extent such representations and warranties are not legally excludable. You agree that, to the fullest extent permitted by applicable law, we will not be responsible or liable (whether in contract, tort or otherwise), under any circumstances, for any: a) interruption of business; b) access delays or access interruptions to the Website; c) data non-delivery, mis delivery, corruption, destruction or other modification; d) loss or damages of any sort incurred as a result of dealings with or the presence of off-website links on the Website; e) computer viruses, system failure or malfunction which may occur in connection with your use of the Website, including during hyperlink to or from third-party websites; f) inaccuracies, omissions or misleading, false or deceptive statement in the content; org) events beyond our reasonable control. Further, to the fullest extent permitted by law, we will not be liable for any direct, indirect, special, incidental, or consequential damages of any kind (including lost profits) related to the Website regardless of the form of action whether in contract, tort (including negligence), or otherwise, even if we have been advised of the possibility of such damages.

  1. Events beyond our reasonable control

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.


  1. General

We reserve the right to make changes to this site and these terms and conditions at any time. Any changes are effective immediately upon posting to the Website. Your continued use of the Website constitutes your agreement to all such Terms and Conditions. You acknowledge and agree that these Terms and Conditions, together with our Privacy Policy, constitute the complete and exclusive agreement between us concerning your use of the Website and any purchase by you of any goods from Floris, and supersede and govern all prior proposals, agreements, or other communications. Nothing contained in these Terms and Conditions shall be construed as creating any agency, partnership, or other form of joint enterprise between us. We may, with or without prior notice, terminate any of the rights granted by these Terms and Conditions. You shall comply immediately with any termination or other notice, including, as applicable, by ceasing all use of the Website. We reserve the right to refuse to supply goods to any person for any reason whatsoever, to withdraw any goods from the Website at any time and/or remove or edit any materials or content on the Website. We will not be liable to you or any third party by reason of our withdrawing of any goods from this Website whether such goods have been sold; removing or editing content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun. If you have any questions regarding these Terms and Conditions, please contact us by email at customerservice@florislondon.com

  1. Governing Law

Your use of this Website and any purchase by you of any goods from Floris shall be governed by English law and the parties hereto submit to the exclusive jurisdiction of the English courts. Your statutory rights are not affected by these terms and conditions.

     25. New Customer Offer 

New Customer 10% off codes are valid on all full priced orders only and excludes Bespoke services. A 10% off code will be emailed to new customers after submission of pop-up via the Floris London EU website (www.eu.florislondon.com). Cannot be used in conjunction with any other promotion.

    26. Pre-orders

Orders which contain pre-ordered items as well as other stock products will all be sent in one parcel on the day of release of the pre-ordered product. The date of release is shown on the pre-order product on our website (www.eu.florislondon.com).

    27. Samples

Complimentary samples are offered at our discretion and cannot be used in conjunction with any other offer, including new customer offers and any promotions we offer.