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Privacy Policy

We value your privacy. We will never give, lease, sell or otherwise disclose your personal information. Any information you give to Bou-Kay's Newcastle at our store, over the phone and online will be held with the utmost care, and will not be used in ways to which you have not consented. A more detailed explanation about how we safeguard your personal information is described below. If you have any questions at all about our privacy policy, please contact us via our contact form

Our lawful basis for processing personal information

Bou-Kay's Newcastle relies on different lawful basis for processing personal information, and in some cases, more than one lawful basis may apply with respect to the same personal data.


We collect and process your personal information in order to fulfill the order that you place with us, and in accordance with our contract with you to fulfill your order. The type of personal information we collect is listed under the section "What data do we collect and why do we need it"

Legitimate Interest

We also collect and process personal information for our legitimate interests in handling customer care issues, sending email, handling legal claims and preventing and identifying fraud claims

Legal Obligations

Bou-Kay's Newcastle is required to comply with applicable laws, rules and regulations, as well as orders by courts having jurisdiction over Bou-Kay's Newcastle. This means that we may collect and retain personal data as required. For example records of customer orders are kept as required by applicable laws, and these are shared with the relevant tax authorities as and when required.

What information do we collect from you and why do we need it ?

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide us with accurate personal information.

Please remember that we value your privacy and will never lease, rent or sell your private information. Period. 

At checkout we ask for the following personal information. 

  • Customer's full name. email address, and mobile number

    • We use this information to provide a better customer experience by sending order confirmations, dispatch confirmations and delivery confirmations.  

    • We will also use the customer's email address in the event that we need to make substitutions. Please do ensure that email addresses are accurate.

    • We send over your details to independent market research providers who provide services which include collecting and reporting of customer feedback. This feedback, together with your first name, is displayed on our website

    • Your transaction and credit card details are stored at our payment provider. They ensure security of your transactions and prevent fraud. 

  • Recipient's full name and address  
    We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate, therefore Bou-Kay's Newcastle uses a third party service to check the validity of the address provided.

As this information is considered to be Personally Identifiable Information we store it securely and process it accordingly especially when we pass over information to third parties to allow them to perform services on our behalf.

We never send promotional messages, marketing communications or any form of unsolicited contact to details collected in the recipient details. 

Terms and Conditions

By placing an order on this website/Facebook/Instagram / email/ message / messenger or when calling our customer services team, you are agreeing to the following terms and conditions:

Order Acceptance Policy

All orders received are subject to acceptance by Bou-Kay's Newcastle and we reserve the right to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received via the payment method used to place the order.

All prices shown are inclusive of VAT at the prevailing rate (currently 20%).

Changes to your order

If you wish to change your order, please do so via email 07878913418 or our Facebook and Instagram page. We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address and card message) requested at least 48 hours before dispatch. Please note that once orders have been 'assigned to production', no changes can be accepted.

For peak season (Valentine's Day and Mother's Day), we are unable to guarantee to accept changes to orders within 96 hours of the intended delivery date.

Cancelling your order

Orders can normally be cancelled up to 48 hours before the intended delivery date. You can cancel your order via email 07878913418 or our Facebook and Instagram page. Please note that once orders have been 'assigned to production', orders cannot be cancelled. Please note that once orders have been 'assigned to production', no changes can be accepted.

For peak season (Valentine's Day and Mother's Day), we are unable to guarantee to cancel orders within 96 hours of the intended delivery date.

Weddings if paid in full before your wedding date - at least 4 weeks notice is required- this will enable us to refund  you in full minus your deposit of £50. Less than 4 weeks notice - You will lose the full amount paid.

Payment problems

Our website has a secure checkout (we use  SSL Certificates and pass the FBI/SANS Internet Security Test), so we encourage you to place your orders online. On occasion, however, bank-related payment failures occur that prevent us from accepting your order immediately.

Occasionally, card details that are entered correctly and backed by sufficient funds are not validated because the card issuer is performing a random security check. In these cases, although we'll have received your order, we'll need to take payment over the phone. We'll email or call you as soon as possible in these circumstances. If you receive a message telling you that payment has not been validated, please contact our customer service team immediately to ensure your order is delivered on time.

Owing to time differences, payments made out of office hours, or problems getting hold of you via the contact details you've provided, we're sometimes unable to process a valid payment prior to the requested delivery date. Although this delay is regrettable, it is outside our control and we cannot offer any form of refund in these circumstances.

Timed deliveries

We offer a number of timed delivery options upon request. However, please note that other than these standard delivery options, we are unfortunately unable to make deliveries within customer-specified time periods.

Adverse weather conditions

During adverse weather conditions (such as heavy snow, ice, flooding or high winds), our delivery teams may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order, including if the delay is due to a backlog of weather affected deliveries with our carrier. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.

Delivery policies

For full information related to our delivery-related policies, please see our Delivery Information page.

Flower availability and substitution

All floral products are subject to availability. In the event of any supply difficulties or if the flowers we have received from our growers that are needed to make up your order do not meet our high quality standards, we reserve the right to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. Where this is necessary, and the substitution is significant,  Please note that foliage and sundries (including vases) may be substituted without notice.

Damaged flowers

Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:

  • a re-send on the next available delivery date, or

  • a full or partial refund. The amount of partial refund will depend on the specific circumstances surrounding the flowers.


If for any reason you are unhappy with your Bou-Kay's order you will need to contact us as soon as possible (and within 1 day of the delivery date) using the 'Contact Us' link on our website. Due to the perishable nature of our goods we are unable to deal with issues raised after 1 day. For quality issues we will require a photo clearly showing the problem which you can attach to the contact form.

Special offers

At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.

In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall 'prevail'. We are unable to offer special offer discounts for purchases that have already been made.

As our special offers are contingent on the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time, and without prior notice.

We also reserve the right to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Vouchers/Loyalty Cards

We only allow one voucher/Loyalty card to be used per order. The voucher/loyalty card discount will be applied to the product cost and not the delivery

Company address


Bou-Kay's Newcastle 

AFI House
Street Houses

Newcastle Upon Tyne


Bou-Kay's Newcastle Promise

(Because it's never a good idea to bottle up your gripes)

Flowers. We love them. And not only because they look good - because they smell good, too. So you can imagine exactly how sorry we are if any experience you have of us makes you wrinkle your brow like a wilted petal or leaves a bad smell in your nose. That's why we make it our priority to get things right the first time.

Every rose has its thorn, though, and we must confess that, on rare occasions, things do go wrong. It drives us nuts, but it's one of those little things we have to live with as humans. We don't have to live with the results of these mistakes, though - and you certainly don't, either.

So, if for any reason you're not absolutely 100% happy with your Bou-Kay's experience, put up your hand. We value your feedback.

Better yet, fill in the contact us form - just let us know! We promise that if your unhappiness is any fault of ours, we'll always offer to put things right with a sympathetic ear that really, honestly and truly does care what you think.

Our guarantees and promises


Because our flowers are sourced directly from growers and auctions, are flowers are normally sent out in bud form meaning they will last longer with the recipient. In the few cases where the flowers are not delivered fresh, please do let us know.


Our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left our flower emporium, but sometimes flowers do get damaged in transit. Should this occur, Please contact us immediately. Please note that it may be necessary to return the original product, or in most cases sending us a photo of the damaged item should suffice.

If for any reason you are unhappy with your Bou-Kay's Newcastle order you will need to contact us as soon as possible (and within 1 day of the delivery date) using the 'Contact Us' link on our website. Due to the perishable nature of our goods we are unable to deal with issues raised after 1 day. For quality issues we will require a photo clearly showing the problem which you can attach to the contact form.

Late Deliveries

In the event of non-delivery on the selected delivery date, we will either refund you in full or redeliver your order - it is your choice, just let us know. This does not apply for postal orders which are not guaranteed for delivery on a specific date.

In the event of a late delivery, we will contact you to advise and ask what you prefer us to do.  Please note that  for any refunds banks might take 3-14 days to refund the amount on your card.

Delivery issues must be reported within 1 day of delivery date.


We and our courier partners are human. If we fail to deliver your order we will either redeliver your order or refund you the full amount. Period. Please note that banks might take 3-14 days to refund the amount on your card.

Delivery issues must be reported within 1 day of delivery date.

Delivery Information

Local Flower Delivery

Standard delivery weekdays - Order by 12 noon 

Saturday delivery: Order by 10am
(excluding Valentines/Mother's Day/ Christmas)


Next-day courier delivery

  • All next-day courier delivered flowers are dispatched from our shop based in Ponteland.

  • Deliveries are normally made between 8am and 4pm. However, during busy periods, these delivery times may differ slightly, and we reserve the right to deliver between 7am and 9pm.

  • We are currently unable to deliver orders on Bank Holidays.

  • Our next-day courier deliveries are only available locally.- Northumberland, Newcastle and Gateshead if unsure please get in touch. We are not able to deliver to some rural areas. - If unsure please get in touch.

  • Where possible, we will attempt to obtain a signature from the intended recipient of the flowers.

  • If standard delivery is chosen, we cannot guarantee an exact delivery time

  • If no-one is available to receive the delivery, our courier will normally follow any delivery instructions provided, leave the order securely or with a neighbour and leave a delivery card stating the item's location. In the event that they are unable to leave the order securely, the driver may return the item(s) to their local depot and leave a delivery card giving the recipient the option to call to reschedule delivery or collect the order from the courier's local delivery depot. If no action is taken, the courier will normally re-attempt delivery the following working day. Please note that only one re-delivery attempt will be made.

  • Under normal circumstances, we receive dispatch and delivery notifications from our courier. We then use that information to keep you informed of the delivery progress of your order - if requested . However, this service is not guaranteed. In addition, there may be some delay between the occurrence of a delivery event and us receiving notification.

  • In the event of a non-delivery, customers are normally entitled to a refund or redelivery.

  • In the event of late delivery on the chosen delivery date, we will normally refund the delivery charge associated with your order

  • For deliveries to large businesses, hospitals, universities etc, deliveries will normally be made to the reception or post-room. Delivery to the named recipient is not possible to these types of addresses in many cases. Please see below for more information.

  • If the recipient address provided is incorrect or incomplete or if the delivery is refused, we reserve the right to charge up to 100% of the original order value to re-deliver to the same or an alternate address.

  • We are unable to call recipient prior to delivery.

  • We do not guarantee to be able to follow delivery instructions.

Product-specific delivery information

    • Our next-day flowers and flowers by post are delivered in a sturdy box and wrapped with cellophane for protection in transit.

    • Hampers are normally dispatched to arrive on the selected delivery date or the day before.

    • Depending on the size of hamper, delivery will be either via Royal Mail or via courier.

Other important delivery information

  • To enable us to contact you regarding a problem with your order, please make sure that you have provided a valid email address and/or contact telephone numbers.

  • Please ensure that someone is available at the delivery address to receive the delivery.

  • In the event of a delivery problem, if we are able to, we will try and contact the customer to try to resolve the issue.

  • In rare circumstances, our drivers are unable to deliver an order. This may be due to problem with the delivery vehicle. We ensure that these occurrences are minimised, but in the event that we are unable to deliver the order owing to circumstances that are within our control, we will contact you immediately via email or phone to arrange a redelivery and refund the original delivery charge. We reserve the right to provide additional compensation in the form of a discount off a future purchase from Bou-Kay's Newcastle. No other form of compensation is accepted.

  • To ensure a successful delivery, please ensure that the delivery address is accurate and complete. If possible, please provide additional delivery instructions to help the delivery driver to find the recipient's address.

  • We cannot be held responsible for failed deliveries that result from a problem with the address and/or postcode you provide at the time of order placement, if the delivery was refused by the recipient or the fact that the recipient no longer lives at the address provided.

  • We are not responsible for any other costs incurred by the customer due to failed deliveries.

Deliveries to businesses, hospitals, universities

To ensure deliveries are successful, we recommend choosing a timed delivery option especially during peak periods (Christmas, Valentines Day and Mothers Day).

In some circumstances, for example, when delivering to some business addresses, hospitals or universities, we may not be able to deliver the flowers directly to the intended recipient. Please note that these circumstances are outside our control. In this case, we will deliver to the reception area or post room and (where possible) obtain a signature from the receptionist (or equivalent). This signature will be our record of delivery.

To ensure the highest likelihood of delivery success, please ensure that you provide as much information regarding the location of the recipient as possible within the delivery instructions, including department name, floor number, etc.

Hospital-specific delivery issues

Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. In addition, many hospitals do not accept flower deliveries due to health & safety restrictions.

It is for this reason that we no longer recommend that flowers are delivered to a hospital. If an order is placed for delivery to a hospital and the delivery is not successful, we reserve the right to not refund or resend the order.

University-related delivery issues

Due to the size of university campuses, it can often be difficult to locate recipients at universities. We are therefore not able to deliver to recipients themselves and will always deliver to the university postroom or reception. Please ensure that you include enough information for the postroom/reception staff to be able to locate the intended recipient of the flowers. We are not liable for the non-delivery of flowers to recipients at universities as we have no control of the delivery once it reaches the postroom/reception.

Other business address delivery issues

If you wish to order flowers for delivery to a business address, we recommend that you specify the office open hours in the delivery details box to ensure delivery is made within office hours.

In the event that our standard delivery option is chosen for a business address and a delivery between 8.00 a.m and 6.30 p.m. fails owing to the recipient not being available, or the business being closed, we will not accept any liability for the non-delivery and reserve the right to charge an additional production and delivery charge for any subsequent re-delivery. If you decide to cancel the order instead of arranging a re-delivery, we reserve the right to deduct a cancellation fee from the refund value.

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