Terms & Conditions

How to book

Restaurant Booking Information
Our reservations office is open between:

9.00am until 6.00pm Monday to Friday
8.00am until 4.00pm Saturday & Sunday

Please note: The largest party we can accommodate is 8 people.

Pub Booking and cancellation policy

We will take a credit or debit card number to confirm your reservation, but no money will be charged to your card. We will only make a charge if you fail to turn up without notice, or cancel your booking within 48 hours of your table reservation. In that case, we will charge a cancellation fee of £175 per person.

A member of our Reservations Team will contact you 48 hours prior to your booking. If you have not confirmed your reservation 24 hours prior to the booking, The Hand and Flowers reserves the right to cancel the reservation and resell the table.

N.B. For all reservations you will receive a confirmation email. If you do not receive this, please check your junk mail before contacting us.

Room Booking and cancellation policy

Please make your room booking and your restaurant booking at the same time.

As we receive a high number of booking requests for our bedrooms, we kindly ask for full payment for the room in advance to secure your reservation.

Please note that this payment is non-refundable. In the unlikely event that you need to alter your room reservation, we will make every effort to accommodate a transfer to an alternative future date, subject to availability.

If you cancel your room booking within 48 hours of arrival, we reserve the right to retain the full room rate.

For the comfort of our guests our rooms are non-smoking.

Privacy and Terms

Website Terms and Conditions

The purchase of products from this web site is governed by these terms and conditions. By accessing the site you agree to be bound by these terms and conditions. Contained in our terms and conditions are details of current regulations governing online shopping. Please read them carefully as they contain important information. If you intend to purchase from our site we recommend that you print a copy of these terms and conditions.

We reserve the right to change, modify, substitute or remove, without notice, any information on this site as necessary.

About H&F Merchandise

Hand and Flowers Limited, 126 West Street, Marlow, Buckinghamshire, SL7 2BP. Registered number 5618264. VAT no 855242621. If you do need to contact us, please use call us on 01628 482277 or email us on contact@thehandandflowers.co.uk

We aim to deliver the best possible customer experience and we therefore adhere to all current and proposed legislation in addition to trade body guidelines. The conditions detailed below do not affect your statutory rights. These include all of the current guidelines relating to the information that we hold about you and, in order to clarify this, we have a published Privacy Statement.

Opening Times and Delivery

Order dispatch will take place on Monday to Friday. Please allow up to ten days for delivery.


All items are subject to availability. We will inform you by telephone as soon as possible if the goods you have ordered are not available. Products and packaging are subject to change or substitution without prior notice.

Back Orders

If an item is out of stock we will email you with the option either to cancel your order or, having told you when we can fulfil it, to wait for delivery.

Gift Messages

We can include a special printed message, of no more than 40 characters with your gift for your own personal and non-commercial use.

We reserve the right to reject any message sent by us on your behalf to a third party that we consider may offend the recipient for defamatory, racist, offensive, harassing, threatening, vulgar, abusive, indecent, obscene, menacing or in breach of confidence, copyright or any other legal rights, or which may cause embarrassment or distress to any person or is otherwise unlawful or objectionable.

You also agree that you will not impersonate any person including, but not limited to, any of our employees or customers. You are entirely responsible for any text or other material that you post or send on this message system and we accept no liability for any such content.

Methods of Payment

We accept Visa, Mastercard, Maestro, Solo and Delta. You will need to supply the last three digits from the security code printed on the rear of the card, and the correct billing address for the card.

All prices are inclusive of VAT (where applicable) at the current rate and are correct at the time of input. Some products contain some zero rated goods and the consolidated VAT rate is then reduced accordingly. We reserve the right to amend prices subject to change in the rate of duty. The total cost of your order is the price of the products plus delivery charges as quoted on the order confirmation page of the website. The displayed price is the amount in pounds sterling that you will pay. If you are paying with a non-UK bank card, the appropriate exchange rate will apply.

All orders are positively credit card sanctioned prior to dispatch, so please ensure that the details you provide us with are correct. We cannot accept responsibility for an order being held back as a result of incorrect or invalid payment details being given.

In the unlikely event that your payment card is used fraudulently to make a purchase with H&F Merchandise you, the consumer, are entitled to cancel the said payment(s). If payment has already been made, you, the customer, are entitled, in accordance with the standing Consumer Protection Distance Selling Regulation (2000), to a re-credit or to have all sums returned to you by the card issuer.

Cancelling your Order

We operate a policy for cancellation to allow you a cooling off period after placing your order. In accordance with the Consumer Protection (Distance Selling) Regulations (2000) you may cancel your order at any time without reason within 7 working days of delivery.

You may cancel your order for any reason provided:

You or the recipient notify us of your cancellation in writing/ e-mail to the address on our "contact us" page within seven working days of delivery.

The goods remain unused and component parts are unopened. You or the recipient retain and take reasonable care of the goods until returned.

You return packaged item(s) to Returns H&F Merchandise to the address on the "contact us" page.

Please be aware that you will be liable for any postage/carrier costs incurred as a result of returning items to H&F and you should ensure that you obtain proof of postage as you send it back. A refund can only be provided for items received back by us. Our returns policy excludes perishable items.


Claims for breakages or other damage must be made to H&F Merchandise in writing or by email within three days of receipt.

Please advise us of any other order issues within 28 days of dispatch. We are unfortunately unable to offer refunds on orders if we have not been notified within this time period.

Legal Statement

Every care has been taken to describe items as accurately as possible; however slight variations may occur due to the handmade nature of some of the goods.

Prices are subject to alteration and changes in VAT without notice. Should a product not be available a substitute of a similar product of equal or greater value will be made.

This website, any content contained herein and any contract brought into being as a result of usage of this website shall be governed by and construed in accordance with the laws of England. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

Nothing in these Terms and Conditions affects your Statutory Rights. Errors and omissions excepted.

Use of this Website from outside the UK

Unless otherwise specified, the materials on this website are directed solely at those who access this website from the United Kingdom, Europe, USA, Canada, Hong Kong, Australia or New Zealand. Those who choose to access this site from other locations are responsible for compliance with local laws if, and to the extent, local laws are applicable.

At this point the contract for our sale and your purchase of the goods shall be made and the contract shall be formed at the place from which our acceptance email is sent to you.

Privacy Statement

We are committed to protecting your privacy and security as our customer. We are obliged by the Distance Selling Directive, the Data Protection legislation and all current Trade and Legal precedence and policies to respect your wishes.

From time to time we may use the information gathered in order to send you promotional information from H&F. We have however, within H&F Mail Order Service, adopted a policy allowing you to opt out at any time. You can at any time 'contact us' and we will opt you out of any aspect of our marketing programme.

We collect information about you for two reasons: firstly to process your order and secondly, to provide you with the best possible service. We never give your details to any other person or company.

We collect the following information from your order: name, email address, credit card billing address, credit card information, and telephone number and order history. This information will be used to process orders and, if necessary, to contact you regarding the status of your orders. We never collect other sensitive information about you.

Changes to the privacy policy

We reserve the right to change and update the privacy policy and these changes will be posted on our web site.We encourage you to visit this page from time to time to ensure you are aware of any changes we may have made.

Privacy policies of link sites

While we carefully select the Web sites to which we link, we are not responsible for the privacy practices or the content of these Web sites.

Contact us

If you have any concerns regarding any personal information relating to you that we are holding, please contact us directly by using the details on our "contact us" page.


The site uses a two third party payment systems, Stripe for table bookings and Secure Trading for rooms, this is to ensure a safe and secure shopping experience. Both Stripe and Secure Trading is fully PCI compliant.

All messages containing credit/debit card details between the site visitor and the server are secured through the encryption processes of Stripe and Secure Trading. Customer and credit/debit card details are retrieved by The Hand and Flowers Mail Order Service team via a secured encrypted link. Our servers are continually being updated with latest operating system upgrades that include the latest security updates.

Damage to your Computer

Hand and Flowers makes every effort to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it won't cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website and screen out anything that may damage it. Hand and Flowers shall not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

Browser cookies

We do not use cookies for collecting personal information and we will not collect any information about you except that required for administration of the web server.

When you visit this website, your IP address, browser and version, operating system and the site you came from are stored in a log file. This information is only used for statistical purposes to help improve this site. Log files do not contain any personal information.