Terms & refunds

Last updated 2 November 2026

How ordering, delivery, cancellations, subscriptions and refunds work at Pichak Flower Studio.

1. Who we are

Pichak Flower Studio is a flower kiosk at Maida Vale Underground Station, Elgin Avenue, London W9. Pichak is a trading name of CAMOMILE FLOWERS LIMITED, registered in England and Wales, company number 15959182, registered office Maida Vale Station, Elgin Avenue, London W9 1JS. You can reach us on WhatsApp or by phone at +44 7468 348562, or by email at hello@pichak.co.uk.

2. Ordering

You can order on our website, on WhatsApp or at the kiosk. Every order gets an order number. Your order is accepted once you have paid online, or once we have confirmed it with you on WhatsApp if you chose to pay on collection or delivery.

Prices are in pounds sterling and include any VAT that applies. The price you pay is the one shown when you order.

3. Our flowers and photos

Every bouquet is made by hand from the day's fresh flowers. The photos on our website are examples of our work. Your bouquet will match the look you chose in style, size and colour, but it won't be identical to the picture.

If a flower is out of season or not good enough on the day, we'll replace it with one of the same colour and style, of equal or higher value. If you asked for one particular flower and we can't get it, we'll message you before making any change.

4. Collection and delivery

• Collection is from the kiosk during our opening hours.
• We deliver up to 4 miles from Maida Vale station: £5 within 2 miles, £10 within 4 miles. Delivery is free on bouquets from £85 and on subscriptions of 6 months or more.
• Deliveries go out between 12pm and 4pm. Same-day delivery must be ordered by 11am.
• Please check your address and phone number. If nobody answers, we'll leave the flowers with a neighbour or in a safe place if we can, and let you know. Otherwise we'll bring them back to the kiosk for you to collect, or re-deliver them for £5.

5. Cancelling or changing a bouquet order

• You can cancel or change the date, address or card message free of charge up to 24 hours before your order is due. If you've paid, we'll refund you in full.
• Within 24 hours of the due time, we've usually bought and prepared the flowers, so we can't give a refund. We'll offer you shop credit instead.
• Fresh flowers are perishable and made to order, so the usual 14-day right to cancel under the Consumer Contracts Regulations 2013 doesn't apply to them. This doesn't affect your statutory rights if something goes wrong.

6. Subscriptions

• Subscriptions are paid in advance for 1 to 12 months, weekly or monthly. Plans of 3, 6 and 12 months come with a discount.
• Skip or pause: let us know at least 24 hours before a bouquet is due. A skipped bouquet moves to the end of your plan. You can pause for up to 4 weeks, for example while you're on holiday.
• Cancel any time: we'll refund the bouquets you haven't received yet. The bouquets you've already had are charged at the price of the plan length you actually used. For example, if you paid for 12 months at 15% off and cancel after 3 months, those 3 months are charged at the 3-month price (5% off) and we refund the rest.
• Refunds go back to the card you paid with, within 14 days.

7. If something isn't right

If your flowers arrive damaged, aren't what you ordered, or don't arrive, please tell us within 24 hours and send a photo if you can. We'll replace them or give you a refund. With care, most of our flowers last 5 to 7 days. Some, like tulips and peonies, last less.

8. Payments

Online payments are handled securely by Revolut. We never see or store your card details. If you choose to pay later, you can pay at the kiosk or on delivery, or we'll send you a Revolut payment link.

9. Our responsibility

We're responsible for the flowers and service we provide, and for any loss you suffer that was a foreseeable result of us breaking these terms. We're not responsible for delays caused by events outside our control, such as severe weather, transport strikes or station closures. If that happens we'll contact you to rearrange or refund.

Some flowers and plants can be harmful to pets or cause allergies. Please ask us if you'd like a pet-safe or low-pollen bouquet.

10. Changes and law

We may update these terms from time to time. The version on this page when you order is the one that applies to your order. These terms are governed by the law of England and Wales.