Terms and Conditions
1. IMPORTANT DELIVERY INFORMATION
1.1 BASIC DELIVERY INFORMATION
Deliveries will not be made on Sundays, English Bank Holidays, Christmas Eve, Christmas Day, Boxing Day or New Years Day.
We will deliver worldwide. Please ensure that you enter the full address, including the postal code of the recipient and the country. We cannot be held responsible for goods which are not delivered due to an incorrect address. If you enter an incorrect address and the goods are returned to us by the postal service then we give you a refund for the cost of the goods, we cannot give you a refund of the delivery charges. If the postal service do not return the goods to us then we will not be able to give you a refund.
Goods sent to hospitals, military bases and business addresses will be delivered to the reception or mailing room for internal distribution. Please provide detailed information in the special instructions box on departments / wards / bed numbers to help your goods get to the correct recipient.
Your goods will be dispatched within 2 working days after your order. Unless you have selected special delivery next day (for UK addresses only), we cannot guarantee the arrival times of the goods but below is an approximate indication as to how long it will take:
- For UK addresses using First class mail, 1-3 working days after dispatch. If your order is £45 or above, for added protection we will send you your items by Recorded delivery, please make sure someone is available at the delivery address to sign for the package. If no one is at the address when the delivery is attempted the postmen will leave a card telling the recipient that the item has been taken back to the delivery office and tells them where and when they can pick it up.
- For Continental Europe addresses (airmail), 6 - 9 workings days.
- For addresses in other countries (airmail), 9 - 15 working days.
- From time to time we have special promotional offers of free delivery to the UK, if this is the case we will advertise it on our home page and there will be a delivery option of 'Free UK delivery on orders over £19', if you select this delivery option then delivery will take between 3 to 5 working days (i.e. Mondays to Fridays) after dispatch.
If you do not receive your order in the above timescale please send us an email and we will enquire the post office and update you. If you do not receive your order and have not sent us an email informing us of this within 60 days of your order we will try our best to enquire the post office however we cannot be held responsible for items lost in the post.
Unless otherwise stated, most of our flowers will not fit through a standard letterbox, therefore someone needs to be available at the delivery address to collect the flowers from the postmen. If no one is at the address when the delivery is attempted the postmen will leave a card telling the recipient that the item has been taken back to the delivery office and tells them where and when they can pick it up.
1.2 SPECIAL DELIVERY FOR A UK ADDRESS
Note for Special delivery for a UK address
If you have selected special delivery for a UK address your goods should arrive two working days after your order. Below are more details on delivery timescales for special delivery:
If you order on Monday you should receive the item on Wednesday by 1pm.
If you order on Tuesday you should receive the item on Thursday by 1pm.
If you order on Wednesday you should receive the item on Friday by 1pm.
If you order on Thursday or before 12pm on Friday you should receive the item on the following Monday by 1pm.
If you order on Friday after 12pm, Saturday or Sunday you should receive the item on the following Tuesday by 1pm.
Note in the event that the date of delivery is a public holiday you will receive the item the next postal delivery day.
1.3 POSTAL COSTS
The total postage and packaging cost is made up of:
The postage cost per item + A single cost for packaging
The single cost for packaging for:
- UK first class delivery is £1.95.
- UK address - Special delivery next day by 1pm is £8.20
- Europe (excluding UK) is £3.90
- Rest of the world (excluding Europe) is £4.80
If you order 4 items to be delivered by 'UK first class delivery' and each item has a per item postage cost of £0.30 then the P&P cost for first class delivery would be £3.15, this is calculated by £1.20 (4 times £0.30) plus packaging cost of £1.95
For UK adddresses, there is also a FLAT RATE delivery option of £6.90. You can select this option at the checkout. If you choose this option you pay a flat rate of £6.90 irrespective of how much you order. FLAT RATE deliveries will take approxmately 3 - 5 days to arrive. This option is cost effective if you order many items from us or the items you order are heavy.
1.4 COMPENSATION FOR LOST IN THE POST
If you do not receive your package in the timescales indicated in section 1.1 please contact us within 60 days of the date of your order. If your package has been lost in the post we will give you, at your choice, either a full refund or we can resend. Please note that if stock is no longer available then resending will not be an option and instead we will give you a full refund.
1.5 COMPENSATION FOR DELAY (FOR UK ADDRESSES ONLY)
Compensation for delay is only avaliable for the delivery method: Special Delivery
If you do not receive your package in the timescales indicated in section 1.2 please contact us within 10 days of posting, if you do not contact us within 10 days of posting then we cannot give you any refund for delay.
If you selected Special Delivery as the delivery method and if the package is delayed due to royal mail not meeting the requirement for timely delivery then we will give you a partial refund of £4.
1.6 NO COLLECTION OF PACKAGES SENT BY SPECIAL DELIVERY, AIRSURE OR INTERNATIONAL SIGN FOR
Where we have sent packages by airsure or special delivery, we will give you the delivery tracking number.
Please make sure that you collect these packages.
If you do not collect these packages then the package will be returned to us.
If the package is returned to us then we will do the following:
i. Give you a refund of the items that you purchased but we cannot give you a refund for the delivery costs.
ii. We can send the package again but you will have to pay us the delivery costs again.
2. HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
When you have placed your order we will email you with your order summary.
When your order is dispatched we will email you with a “dispatched” notice.
If there are any problems with your order we will contact you directly as soon as possible.
The prices payable for the goods that you order are clearly set out on the web site. If, by mistake, we have under-priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we dispatch the item concerned.
4. AVAILABILITY / SUBSTITUTION / PRODUCT INFORMATION
If it is not possible to supply the flower combinations as shown in the photograph a similar bouquet of equal or greater value will be despatched.
There will be no contract of any kind between you and us unless and until we actually dispatch the goods to you. Your order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually dispatch the goods to you. At any point up until then, we may decline to supply the goods to you without giving any reason. At the moment that the goods are dispatched, a contract will be made between you and us, and you will be charged for the goods.
6. CANCELLATION OR MODIFICATION
If you want to cancel or modify your order please send us an email (firstname.lastname@example.org) and we will try our best to meet your requirements. But please be aware that if your goods have already been packed for delivery then it will not be possible to cancel or change your order.
6.1 RETURN OF GOODS
If you do not like the goods you have chosen or if you have ordered the wrong goods, please send us an email and return them to us within 42 days of the date of the order. Please enclose a copy of your invoice indicating the items being returned. We will be happy to refund you for the returned items providing they are returned in their original condition with any sealed packaging unopened. You must pay the cost of returning the goods and you will be responsible for their safety during transportation. When returning items please obtain a free proof of postage from the Post Office so that you can make a claim against them in the event of the goods being lost in the post.
When returning goods, it is your responsibility that they are packed so as to avoid damage in the post as goods must be received by us in a re-saleable condition. If any returns received are not in a re-saleable condition, we may only refund you 50% of the retail value of the goods.
We cannot guarantee the suitability of any of our products for a specific purpose therefore customers are asked to make their own tests before making any large orders. We cannot exchange or refund any money on items that have been used.
For UK addresses, Special Delivery is a premium delivery service that guarantees that your goods will arrive by a certain date. As a result, it costs more than for standard delivery. Where you have selected Special Delivery as the shipping method, the refund will not include the payment you made for Special Delivery.
Refunds for returned items will be made within 14 days of receipt of the returned item(s).
You can pay by any Mastercard, Visa credit card or American Express, Switch, Solo or Delta debit card. Your credit/debit card details will be encrypted to prevent unauthorised access or disclosure. Authority for payment must be given at the time of order.
You can also pay with your Paypal or Nochex account.
You can pay by direct bank transfers, please note if you use this option we will only despatch your goods once your funds have arrived in our bank account; typically your funds will take 3-5 days to arrive.
Our liability to you in connection with any order will not exceed the total price charged for the order.
Where we agree to give you a refund we will refund using the following method:
For UK customers where payment has been made by credit or debit card we will issue a refund to your card. Where payment has been made by direct bank transfer we will either issue a refund by cheque from a UK bank account or by direct bank transfer to a UK bank account.
For non-UK customers, where payment has been made by credit or debit card we will issue a refund to your card. Where payment has been made by direct bank transfer we will issue a refund through Paypal, please note if you do not already have a Paypal account you will need to sign up with Paypal to collect the funds.
We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology. This means you cannot inadvertently place an order through an unsecured connection.
8. IF YOU ARE DISSATISFIED
We believe you will be delighted with your purchase but we recognise that there may be occasions when you are dissatisfied with the goods or service that you have received.
Should any element of your order not delight you, please contact us by emailing email@example.com quoting the order number.
9. OUR REGISTERED ADDRESS
We do not have a physical store. Our registered address is:
2 Inwood court
London NW1 9HS
These Product Terms shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided only by the English courts.
If any of these Product Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms which will continue to be valid and enforceable to the fullest extent permitted by law.