LATE OR NON-DELIVERIES:
Standard courier delivery
Whilst we deliver 95% of our orders on time via Royal Mail, there might on some occasions, be a delay with flower deliveries. Please allow 24 hours after the intended delivery date for delivery to be made. Due to our terms and conditions, please note, we are not able to refund orders on the grounds of late delivery.
If your order has still not been delivered 24 hours after the intended delivery date, you are entitled to either a full refund or a resend, no questions asked.
Premium Guaranteed Delivery
Guaranteed to arrive on your selected delivery date via DPD. If we fail to deliver or attempt delivery on your chosen delivery date, we will refund your premium delivery fee. If the delay exceeds 24 hours beyond the intended delivery date, we will refund or resend your order in full.
Guaranteed Timed Delivery
If you have selected the timed delivery option via DPD which is guaranteed before 1pm on a chosen day and the order was not delivered, or attempted on time, we will refund your timed delivery fee. If the delay exceeds 24 hours beyond the intended delivery date, we will refund or resend your order in full.
All delivery issues must be reported within 48 hours of the delivery date.
Please note: for any refunds, it could be 3-5 days to be processed by the banking system.
DELIVERY INFORMATION:
UK Flower Delivery - Royal Mail
Standard delivery weekdays - £4.99 - Order by 9pm for next day delivery
Saturday delivery - £4.99 -Order by 6pm Friday
Sunday delivery - £4.99 -Order by 2pm Saturday. You can order up until 2pm on Saturday for Monday delivery
UK Flower Delivery - Royal Mail
Standard delivery weekdays - £4.99 - Order by 9pm for next day delivery
Saturday delivery - £4.99 -Order by 6pm Friday
Sunday delivery - £4.99 -Order by 2pm Saturday. You can order up until 2pm on Saturday for Monday delivery
UK Premium Delivery - DPD
Guaranteed delivery on chosen day - £9.99. Order by 6pm Monday - Friday
Order by 2pm Saturday for next day delivery
UK Timed Delivery - DPD
Guaranteed before 1pm on chosen day - £14.99 Monday - Saturday. Order by 2pm
COURIER DELIVERY TERMS:
- All next-day courier deliveries are dispatched fresh and safely packaged from our floral boutique.
- Delivery Times: Deliveries are normally made between 8am and 8pm. During busy peak seasons like Christmas, Valentines Day or Mothers Day we reserve the right to deliver between 7am and 9pm.
- Other than the timed delivery option, we are unable to guarantee an exact delivery time.
- During peak periods, delivery dates may be moved forwards to ensure safe delivery is made before or on the intended day of delivery. We will attempt to notify you of these changes prior to the delivery being completed.
- Delivery Availability by Location: Deliveries are available from Monday to Sunday, with the exception of UK Bank Holidays. Our next-day courier deliveries are only available to UK mainland addresses. We are not able to deliver to the Republic of Ireland, Channel Islands and some rural areas of Scotland and Wales. We are also unable to deliver to PO Boxes or BFPO addresses.
- Where possible, we will attempt to obtain a signature from the recipient of the flowers.
- Failed Delivery Options: If the recipient is unavailable to receive the delivery, our courier will normally follow any delivery instructions provided by the customer such as leave the order in secure place or with a neighbour and will leave a delivery card stating the item location. In the event that they are unable to leave the order securely, the driver may return the order 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.
- If the recipient address provided is incorrect, 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.
- Delivery Notifications: Under normal circumstances, we receive dispatch and delivery notifications from our couriers which we use to keep you informed of the delivery progress of your order via email. Please note that this service is not guaranteed and there may be time delays between us receiving a status update and sending you a tracking notification.
IMPORTANT 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 number.
- Where possible, please ensure there is someone available at the delivery address to receive the delivery.
- To allow successful delivery, please ensure that the delivery address is accurate and complete. If possible, also provide additional delivery instructions to help the courier find the recipient's address.
- We cannot be held responsible for failed deliveries that result from a problem with the address and/or postcode the customer provides at the time of order placement, if the delivery was refused by the recipient or 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 the timed delivery option to ensure delivery is made within office hours, especially during busy peak seasons like Christmas, Valentines Day and Mothers Day. If the standard delivery option is chosen and results in a failed delivery due to the office/business building being closed, we will not accept liability for non-delivery and reserve the right to charge an additional production and delivery charge for any subsequent delivery.
In some circumstances, we may not be able to deliver the flowers directly to the intended recipient within a business and 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 which will be our record of delivery.
To ensure deliveries are successful, we recommend choosing the timed delivery option to ensure delivery is made within office hours, especially during busy peak seasons like Christmas, Valentines Day and Mothers Day. If the standard delivery option is chosen and results in a failed delivery due to the office/business building being closed, we will not accept liability for non-delivery and reserve the right to charge an additional production and delivery charge for any subsequent delivery.
In some circumstances, we may not be able to deliver the flowers directly to the intended recipient within a business and 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 which will be our record of delivery.
To ensure the highest likelihood of delivery success, please provide as much information regarding the location of the recipient as possible within the delivery instructions, including department name, floor and office number for example.
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 offer a 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 and no refund or resend option will be given.