Terms of Service

Last updated: 27 October 2026

These terms explain shopping with Rachael's Maids and booking our bespoke design services. Please read them alongside the product description, your agreed quotation or booking details and the policies linked below. Nothing in these terms limits your statutory consumer rights.

About Rachael's Maids

Our registered business correspondence address is 20–22 Wenlock Road, London, N1 7GU, United Kingdom. This is a correspondence address. No customer visits or collections.

For questions, cancellations or complaints, email orders@rachaelsmaids.com. Please include your order or booking reference where available.

Your order and payment

Please check the items, sizes, colours, quantities, delivery address and total before paying. The applicable price, currency and delivery charges are shown at checkout or in your agreed bespoke quotation. Any additional work or charges must be agreed with you before they are incurred.

Keep your order confirmation and any written quotation or booking details. Contact us promptly if anything appears incorrect or if you need to request a change. We will confirm whether a requested change is possible and explain any effect on the price or timing before you decide.

Our flowers and product descriptions

Our wedding flowers are artificial. Please use the product description and size information to choose your pieces. Stated stem counts are approximate. Handmade pieces may have small natural variations in arrangement, and colours can appear differently on different screens. These variations do not remove your right to receive goods that match their description.

We will discuss any proposed material change to an agreed bespoke design with you before proceeding.

Delivery and wedding dates

Standard catalogue orders are usually dispatched within 2–3 business days. Delivery transit time is additional. This dispatch estimate does not apply to bespoke design and production. Please read our Delivery Information and Shipping Policy.

For bespoke flowers, design, approval, production and delivery timing are agreed separately. Tell us your wedding date and required arrival date before booking so we can confirm what is achievable. A wedding date entered in an enquiry does not itself confirm a delivery commitment.

We remain responsible for goods until they reach you or a person you nominate to receive them, except where the law provides otherwise. Contact us if a delivery is delayed or missing.

Returns and cancellations for flowers

Our Refund Policy explains cancellation, return costs, refunds and remedies for faulty or incorrectly supplied goods. Eligible standard orders may be cancelled before delivery or within 14 days after delivery, with a further 14 days to return them.

Choosing a standard size or colour does not, by itself, make an order bespoke. Items made to your individual specifications or clearly personalised may be excluded from change-of-mind cancellation; we will explain this before you order. Your rights for faulty, damaged or misdescribed goods remain.

Bespoke design and consultation

The Bespoke Bridal Atelier describes our design experiences. We confirm your chosen package, agreed brief, fee and timing before booking. Sending an enquiry does not take payment or book a package.

Design and consultation fees pay for the creative service. Finished flowers are quoted separately. Design fees are not deducted from later flower orders. Reasonable questions and messaging within the agreed brief are included; we do not charge per message. Substantive new design requests or other work outside the agreed package are quoted and agreed separately.

We request approval of the final design before production. Flower production begins once that approval is received and the bouquet payment is settled.

Cancelling a design service and starting early

Our Bespoke Design Cancellations policy explains the 14-day cancellation period, refunds and the agreed stage values. Any deduction reflects work actually supplied, including a fair proportion of an unfinished stage. Elapsed calendar days and the number of messages do not determine the charge.

We will ask for your express request before starting a design service within the 14-day cancellation period. Where the legal conditions are met, cancelling after an early start can require payment for the proportion of service supplied. The statutory cancellation right ends on full performance only if you requested the early start and acknowledged that consequence. Paying or sending an enquiry does not, by itself, give this consent.

Questions, problems and personal information

Please contact us if you have a concern so we can work with you to resolve it. We supply services with reasonable care and skill and goods that meet your consumer rights. These terms do not exclude liability that cannot lawfully be excluded.

Our Privacy Policy explains how we use your personal information.

Changes to these terms

We may update these terms for future orders. The terms and specific arrangements agreed when you placed your order or booked your service continue to apply to that purchase unless we agree a change with you.