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Terms & Conditions



To secure your wedding date with Heart of Heidi, a £50 booking fee is needed once you are happy to book following your consultation. This cost is deducted from the balance of the wedding order. The booking fee is non-refundable. For fresh flowers, the balance of the wedding order is payable 28 days before the wedding date. Cancellations made within 14 days of the wedding will only receive a 10% refund, to account for time and resources already devoted to the wedding and reserving this date. For handmade items, the balance will be required sooner, the date of this point will be on your invoice. A nominal delivery charge is added to your wedding quote depending on where delivery is to be made and how many stops are required. Please note that you cannot reduce the spend on your flowers by reducing items initially requested by more than 10% once the final quote has been sent.



Please note that I have a minimum spend of £750 for a wedding booking, due to the fact that I commit to only one wedding a week and a lot of time and care is taken with the planning and details of your wedding flowers, which doesn't allow for other work to be done alongside.


Every effort will be made to ensure the flowers shown in the picture, or those requested, are used, however due to the seasonal nature of flowers they may not always be available and so a close match in look or colour will be used as a substitute when required.

We will not be able to refund any orders placed with less than 48 hours notice of the delivery date. This is because stock will have been purchased to fulfil your order. 48 hours notice is required for orders to ensure the best quality flowers can be ordered in fresh for your recipient.


Fresh flowers can be collected on prior arrangement, but will be delivered for free if it is within Norwich city. A charge for delivery needs to be added at checkout if the delivery is to be made to the outer areas of Norwich ring road. Deliveries are only made within 10 miles of Norwich. Deliveries can be made in the morning before 9am, evenings or weekends. If the recipient is not in when delivery is made, the flowers will be left in a safe and secure place or with a neighbour, and a note card left with the recipient. If this is not possible, they will be returned to us and you will be contacted.

Postage for gifts is included in the price of the product, to UK addresses. If you wish to order an item to be delivered further away, please contact Heart of Heidi first.


All handmade and custom orders for events and weddings will be quoted for on a case by case basis, with the deposit and the date of the final balance being due depending on the work done.


Refunds are available on all items except fresh flowers (see conditions under fresh flowers above) and plants, and items bespoke made for weddings. 


If you receive your purchase and change your mind, you will be refunded the cost of the item, less postage costs incurred.


You will have 14 days from receipt of the item to contact Heart of Heidi and return the item.

Buyer is responsible for return postage and we advise sending this with a tracking number.


This Privacy Policy describes how and when Heart of Heidi collects, uses, and shares information when you purchase an item, contact Heart of Heidi, or otherwise use the services through or its related sites and services. This Privacy Policy does not apply to the practices of third parties that Heart of Heidi does not own or control, or any third party services you access.


Information Collected


To fulfil your order, you must provide certain information, such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide additional personal information (for a custom order for example).


Why We Need Your Information and How We Use It

Heart of Heidi relies on a number of legal bases to collect, use, and share your information, including:

•as needed to provide our services, such as when we use your information to fulfil your order, to settle disputes, or to provide customer support;

•when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for a mailing list;

•if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and

•as necessary for the purpose of Heart of Heidi's legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving our services. We use your information to provide the services you requested and in our legitimate interest to improve our services.


Information Sharing and Disclosure

Information about our customers is important to our business. We share your personal information for very limited reasons and in limited circumstances, as follows:

•Service providers. We engage certain trusted third parties to perform functions and provide services to our shop, such as delivery companies. Heart of Heidi will share your personal information with these third parties, but only to the extent necessary to perform these services.

•Business transfers. If we sell or merge the business, we may disclose your information as part of that transaction, only to the extent permitted by law.

•Compliance with laws. We may collect, use, retain, and share your information if we have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of our customers, or others.


Data Retention

We retain your personal information only for as long as necessary to provide you with our services and as described in this Privacy Policy. However, we may also be required to retain this information to comply with our legal and regulatory obligations, to resolve disputes, and to enforce our agreements. We generally keep your data for the following time period: 4 years.


Transfers of Personal Information Outside the EU

We may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, we may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If we are deemed to transfer information about you outside of the EU, we rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.


Your Rights

If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases:


•Access. You may have the right to access and receive a copy of the personal information held about you by contacting us using the contact information below.

•Change, restrict, delete. You may also have rights to change, restrict the use of, or delete your personal information. Absent exceptional circumstances (like where we are required to store data for legal reasons) we will generally delete your personal information upon request.

•Object. You can object to (i) our processing of some of your information based on our legitimate interests and (ii) receiving marketing messages from us after providing your express consent to receive them. In such cases, we will delete your personal information unless we have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.

•Complain. If you reside in the EU and wish to raise a concern about our use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.


How to Contact Heart of Heidi

For purposes of EU data protection law, Heart of Heidi is the data controller of your personal information. If you have any questions or concerns, you may contact us at

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