Bespoke Terms & Conditions

Ett Hem London Terms & Conditions for Online "Bespoke & Bridal" Orders

1. Definitions "Ett Hem London" refers to the service provider offering faux flower arrangements via the "Bespoke & Bridal" page. "Customer" refers to the individual or entity purchasing bespoke or bridal faux flower arrangements from Ett Hem London. "Order" refers to the bespoke or bridal faux flower arrangements ordered by the Customer. "Agreement" refers to these Terms & Conditions governing the Order.

2. Scope of Services Ett Hem London provides bespoke and bridal faux flower arrangements as selected by the Customer through our online "Bespoke & Bridal" page. Customisation options are available as described on the product page. Any additional requests or alterations to the agreed design may incur additional charges.

3. Fulfillment Timelines A minimum of 10 working days minimum is required for fulfillment of bespoke orders. For wedding orders, Ett Hem London fulfills orders in chronological order from the wedding date provided by the customer.

4. Approval of Design The initial design, which includes a selection of flowers presented as a loose mock-up with uncut stems, will be submitted based on the agreed-upon scope of work and the art direction provided by the customer. A maximum of one edit can be made to this design within the parameters of the original scope of work and art direction without additional charge. Any subsequent design submissions beyond these two edits will incur a fee of £20.00 per design. Final designs will be presented to the customer for explicit approval prior to production, which involves the cutting of stems and the finalisation of the order. Once the customer provides this final approval, the design is deemed accepted, and no further modifications can be made. For all wedding orders, the initial design will be submitted approximately 2 weeks before the wedding date specified by the customer.

5. No Returns & No Refunds Due to the custom nature of the bespoke and bridal faux flower arrangements, all sales are final.

  • No returns: Once delivered, the product cannot be returned.

  • No refunds: Once the Customer has provided final approval of the design, no refunds will be issued.

6. Additional Charges Any changes or requests made by the Customer that fall outside the original scope of the order may incur additional charges. A maximum of two edits can be made to this design within the parameters of the original scope of work and art direction without additional charge. Any subsequent design submissions beyond these two edits will incur a fee of £20.00 per design. The additional charge for the optional On-Site Wedding Set-Up Service (as detailed in Section 8) is also covered under this section. These charges will be communicated to the Customer in writing and must be paid in full prior to delivery or service commencement.

7. Delivery Ett Hem London will arrange for the delivery of your Order to the address you provide during checkout. It is your responsibility to ensure this delivery information is accurate and complete. Please be aware that delays caused by incorrect delivery details or issues outside of our direct control may lead to additional charges.

  • Specific Delivery Methods:

    • Wedding Orders: For all wedding-related orders, you must select the designated "Wedding Delivery" option during the checkout process. This ensures your order is shipped using Royal Mail Tracked 24 with signature confirmation and includes insurance for added security.

    • Bespoke Deliveries (without vases): For bespoke arrangements without vases being delivered to London Zones 1-3, you will be able to select either postal or courier delivery at checkout. For deliveries outside London Zones 1-3, delivery will be via post or courier.

    • Bespoke Deliveries with Vases: Due to their delicate nature and the need to remain upright, bespoke floral arrangements supplied in vases cannot be shipped via standard postal services. These items require specialized courier delivery. The cost of this courier service will be calculated based on the distance from our London Warehouse dispatch location to your delivery address. This cost will be clearly communicated to you for your agreement before your order is dispatched. Alternatively, we may offer the option to deliver the arrangement unassembled for standard postage; this will be discussed with you.

  • Important Notes:

    • Ensure someone is available at the delivery address to sign for wedding orders delivered via Royal Mail Tracked 24.

    • We hold the right to determine the most appropriate delivery method for bespoke orders (excluding vase arrangements outside London Zones 1-3) based on the size and nature of the arrangement. This decision will be made to ensure the safe and efficient delivery of your order.

    • We will notify you of the dispatch of your order where applicable and provide tracking information if available.

On-Site Bespoke and wedding Set-Up Service 

8.1 Scope and Agreement: If the Customer requires on-site set-up of the faux flower arrangements at the wedding venue, this service must be agreed upon in advance and confirmed by Ett Hem London in writing. This is an optional, additional service and is not included in the cost of the faux flower arrangements themselves or the standard delivery fee.

8.2 Additional Charge: The On-Site Wedding Set-Up Service will be charged as deemed necessary by Ett Hem London based on the scope and complexity of the set-up. This day rate will be calculated based on the number of staff required, travel, and estimated time on site, and will be communicated to the Customer in a separate invoice or proposal prior to the wedding date.

8.3 Payment: Payment for the On-Site Wedding Set-Up Service must be received in full by Ett Hem London no less than 7 working days prior to the agreed set-up date. Ett Hem London reserves the right to withhold the service if payment has not been received.

8.4 Venue Access and Permissions: The Customer is solely responsible for ensuring that all necessary access, permits, and permissions (including from the venue management) are secured for Ett Hem London staff to perform the set-up service on the agreed date and time. Any delays or inability to complete the set-up due to lack of access or permissions will not result in a refund for the set-up service.

9. Limitation of Liability In the event of a defect or issue with the arrangement, Ett Hem London will take commercially reasonable steps to address the issue, but no refunds will be provided.

10. Governing Law These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales.

11. Acceptance of Terms By placing an order through the "Bespoke & Bridal" page, the Customer acknowledges they have read, understood, and agree to be bound by these Terms & Conditions.

Contact Information For any questions or concerns, please contact us at: Ett Hem Ltd. 124 City Road, EC1V 2NX hey@etthemlondon.com