Applies to bespoke design and consultation services. These terms are provided before you confirm your booking. Finished wedding flowers are quoted separately and are covered by our Refund Policy.

What your design fee covers

Your fee pays for the consultation, concepts, refinements and other services included in your chosen Bespoke Bridal Atelier package. Design fees are not deducted from later flower orders. Reasonable questions and private messages about the agreed brief are included; we do not charge per message.

A substantial new design request outside the agreed brief will be discussed and separately quoted before additional work begins.

Before work begins

If you cancel before any consultation, preparation or design work has begun, we refund your design-service payment in full.

Your 14-day cancellation period

For services booked online or by phone, you normally have the right to cancel until the end of 14 days after the day the service contract is agreed, without giving a reason. Your booking confirmation explains when the contract begins and how to cancel.

We will not start during that period unless you expressly request an early start. If you request an early start and cancel before completion, we may retain a fair amount proportionate to the services already supplied, only where the legal conditions for charging have been met. We explain the calculation and refund the unused balance.

Your statutory cancellation right ends on full performance during that period only if you expressly requested the early start and acknowledged that you would lose that right once the service was fully performed. Sending an initial concept alone is not completion if other included services remain outstanding.

How we value completed work

The package fee is allocated across the following stages. These are service values, not automatic cancellation penalties. An unfinished stage is assessed proportionately, and statutory rights take priority.

  • Preparation and consultation — 20%: brief review and preparation, plus the initial consultation where included.
  • Initial concepts — 50%: all concepts included in your package: one for Bespoke Design, three for Design & Consultation, or four for Signature.
  • Refinement and finalisation — 30%: included refinements, finalisation and follow-up review where included.

Stage values for each package:

  • £70 Bespoke Design: £14 preparation, £35 concepts and £21 refinements/finalisation.
  • £130 Design & Consultation: £26 preparation/consultation, £65 concepts and £39 refinements/finalisation.
  • £195 Signature: £39 preparation/consultation, £97.50 concepts and £58.50 refinements/finalisation and follow-up review.

If only the first stage has been fully supplied, the cumulative deduction is up to 20%. If the first stage and all included initial concepts have been supplied, it is up to 70%. The full fee is earned only when the whole agreed package has been supplied, subject to cancellation and statutory rights.

For example, producing one of the three concepts in the £130 package does not automatically earn the entire 50% concept allocation. We assess the work actually supplied. No separate cancellation penalty is added, and deductions never exceed the agreed package price.

Calendar days since booking, time waiting for a reply and the number of messages sent do not independently trigger deductions. Completion means the included consultation, all promised concepts, agreed included refinements, finalisation and follow-up review where applicable have been supplied.

After the cooling-off period

If you cancel before the package is complete, we retain only a fair proportion of the agreed fee for services already supplied and refund the unused balance using the same stage assessment. Once the whole service has been supplied, we do not offer a change-of-mind refund. This does not affect your rights if the service has not been supplied with reasonable care and skill or does not meet your statutory rights.

If your wedding is cancelled or postponed

The same assessment applies: we consider the design services already supplied and refund the unused balance. Cancellation or postponement does not automatically forfeit the whole package fee. We will discuss changes to the schedule where possible.

If we cannot provide the service

If we cancel or cannot complete your service, we refund payment for services not supplied. Your statutory rights relating to services already supplied remain unaffected.

Finished flowers

Finished bouquets and other flowers are covered separately by our Refund Policy. Items made to your individual specifications or clearly personalised cannot be returned simply because you change your mind. Choosing standard size or colour options does not, by itself, make an item bespoke. Rights for faulty, damaged or incorrectly described items are unaffected.

How to cancel

Email orders@rachaelsmaids.com with a clear statement that you wish to cancel, your name and your booking reference. You do not have to use a particular form. We make any refund due under these terms within 14 days of receiving your cancellation, using your original payment method and without a refund fee.

Nothing in these terms limits your statutory rights. For questions before booking, please contact us.