24 Holborn Viaduct, London EC1A 2BN
By placing an order on this website or when dealing with our customer services team, you are agreeing to the following terms and conditions:
www.onlineflowercompany.co.uk
ORDER ACCEPTANCE POLICY
All orders received are subject to acceptance by flower-uk 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.
ORDER CHANGES POLICY
If you wish to change your order, please do so via info@onlineflowercompany.co.uk 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 24 hours before dispatch. Please note that once orders have been ‘assigned to production’, no changes can be accepted.
During exceptionally busy seasons , we cannot guarantee to accept order changes within 96 hours of the intended delivery date.
ORDER CANCELLATION POLICY
Orders can normally be cancelled up to 48 hours before the intended delivery date. You can cancel your order via info@flower-uk.com 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 24 hours before dispatch. . Please note that once orders have been ‘assigned to production’, they cannot be cancelled.
During exceptionally busy seasons , we cannot guarantee to accept order changes within 96 hours of the intended delivery date.
PAYMENT TERMS
Our website has a secure checkout – On occasion 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. via info@flower-uk.com. 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 24 hours before dispatch.
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.
DELIVERY POLICY
we will do our best to deliver your flowers on time , we are unable to issue refund for late delivery.
TIMED DELIVERIES
We offer a number of timed delivery options at an extra delivery charge. Other than these timed delivery options, we are unable to make deliveries within customer-specified time periods.
EVENTS BEYOND OUR CONTROL
We shall have no liability to you for any failure to deliver products you have ordered or any delay in doing so or for any damage or defect to Products delivered if caused by any event or circumstances beyond our reasonable control including, without limitation, adverse weather, pandemics, strikes, lockouts and other industrial disputes, breakdown or systems or network access, flood, fire, explosion or accident.
FLOWER AVAILABILITY AND SUBSTITUTION
All of our flowers, plants and bouquets are subject to availability. In the event of any supply difficulties or flower quality issues, we reserve the right to substitute any product with an alternative product of a similar style and equivalent (or greater) value and quality. If you wish to discuss the substitution we have made, please contact our customer services team.
DAMAGED FLOWERS
Although we do our best to ensure that this does not happen, on rare occasions, flowers may arrive at their destination damaged . If the recipient receives such 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 and condition of the flowers.
Please note: If you are unhappy with your order for any reason you will need to contact us as soon as possible, latest within 24h 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 any complaints and issues raised after the 24h . 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 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 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.
Our personalised special offers and promotions are to be redeemed only by the customer in receipt of the discount or special offer and cannot be transferred to another person.
VOUCHERS
We only allow one voucher to be used per order. The voucher discount will be applied to the product cost and not the delivery charges.
GIFT CARDS
Gift Cards are valid for 12 months from the date of purchase of the card. After 12 months the card will automatically expire and any remaining balance on the card will be cancelled. Gift cards are non-refundable.
packaging
Our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left our flower emporium, but sometimes a few petals do get damaged in transit. Should this occur, please contact us immediately. Please note that it is necessary to send us a photo of the damaged blooms or other items.Please note: If you are unhappy with your order for any reason you will need to contact us as soon as possible, latest within 24h 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 any complaints and issues raised after the 24h period. For quality issues we will require a photo clearly showing the problem which you can attach to the contact form.
LATE OR NON-DELIVERIES
Whilst we deliver 97% of our orders on time, due to the current UK driver shortage there might, on some occasions, be some delays with flower deliveries. Please allow 24 hours after the intended delivery date for delivery to be made. Due to the above, we are not able to refund orders on the grounds of late deliveries.
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 a 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 our website. 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 provided 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 busy seasons like Christmas, Valentines Day and Mother’s Day.
In some circumstances, 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 post room or reception. Please ensure that you include enough information for the post room/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 post room/reception.
OTHER BUSINESS ADDRESS DELIVERY ISSUES
If you wish to order flowers for delivery to a business address, we recommend that you use one of our timed delivery services (where available) 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 redelivery. If you decide to cancel the order instead of arranging a redelivery, we reserve the right to deduct a cancellation fee from the refund value.
PRIVACY POLICY
We value your privacy. We will never give, lease, sell or otherwise disclose your personal information. Period. Any information you give to flower-uk at any of our stores, 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 us form
OUR LAWFUL BASIS FOR PROCESSING PERSONAL INFORMATION
flower-uk 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.
CONTRACT
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, conducting market research, sending email and direct marketing material to you, handling legal claims and preventing and identifying fraud claims
CONSENT
We rely on the consent you have provided us as the legal basis for our marketing email communications. You can unsubscribe at any time, and information to do so can be found in the emails we send out. Please note that withdrawing your consent from us is not enough to cease all communications since we may have a lawful or ongoing reason to retain your personal data.
LEGAL OBLIGATIONS
flower-uk is required to comply with applicable laws, rules and regulations, as well as orders by courts having jurisdiction over flower-uk. 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.