Terms and Conditions for Send Flowers

These terms and conditions set out the legal relationship which is entered into by a person placing an order via this web site (you). This web site is operated by Send Flowers (we or us). Sections 7, 9 and 13 apply to all users of this web site irrespective of whether an order is placed.

1. Basis of Contract

1.1 Our products are prepared, supplied and delivered directly to the recipient by us and our contractors.

1.2 By placing an order on this web site you agree to purchase the products contained in your order and agree to be bound by these terms and conditions. The contract of sale is formed when you receive our e-mail confirming your order. The contract of sale is concluded between you and us.

2. Products

2.1 We make every effort to ensure that the availability information on our web site is accurate and up to date, but there may be occasions when products advertised are not available for delivery to your chosen address on your chosen date.

2.2 Where your chosen product is unavailable a substitute of equal or greater value maybe substituted without notice.

2.3 Flowers may be delivered in bud to ensure longer life.
2.3.1 Roses are sent out with guard petals, or their outer petals in order to ensure their safety. Please note that guard petals are usually a bit discoloured, therefore upon arrival of the flowers, the guard petals should be taken off. 

2.4 In the event that we are unable to supply your chosen product or a suitable substitute product we will notify you as soon as we can and reimburse your payment.

2.5Additional free giveaway products (e.g. chocolates, pop-up vase) are subject to stock.

3. Prices and Ordering

3.1 Prices shown on this web site are subject to change without notice. All prices shown include VAT at the appropriate rate where applicable.

3.2 In order for us to deliver your order on the date you have requested we require complete and accurate details of the recipient, including a recognisable recipient name,address details, postcode and contact telephone number(s). Please note that UK orders can only be accepted for delivery to addresses on the UK mainland. We are unable to deliver to PO boxes, to the Republic of Ireland, Isle of Man or Channel Islands.

3.3 Your order will only be processed once full payment has been received. We accept payment by all major credit and debit cards.If you are experiencing any problems processing your order, please call our Help Line on 020 3884 0686.

3.4 When your payment has been processed you will be sent an email with a unique purchase reference number. Please use this reference number in any subsequent correspondence.

3.5 Please note that during the order process or registration your input information is captured live at the individual field level. In the event that an order or registration field is only partially completed we may use your email address captured in this way to send a follow-up email.

3.6 Online discount voucher codes can only be used against purchases made from this website and cannot be used in conjunction with other offers. Voucher codes must be entered at the point of placing your order within the discount box provided on the checkout page. Only one voucher code can be used per order. Voucher codes entitle you to a percentage discount on product prices only; the discount does not apply to delivery charges. There is no cash alternative. Restrictions may apply and will be communicated at the point of the code being offered to you on respective marketing materials.

4. Delivery

4.1 Delivery charges (where applicable) are set out on the product and ordering pages of this web site.

4.2 Deliveries are generally available Monday to Sunday.  Please call us on 020 3884 0686, if you require a special delivery at these times to see whether it is possible for us to arrange this delivery request.

4.3 Where you have chosen a delivery method allowing for delivery on a specific date we will always try our best to arrange for delivery of your order on the date you have requested (please note specific terms for items delivered by post set out in 4.8 below). Very occasionally circumstances arise which mean we will not be able to do this. In such circumstances you will be given prior notice wherever possible and we will make arrangements to ensure delivery is achieved as close to the requested date as possible.

4.4 When delivery is to be made to locations where a third party recipient is involved(such as hospitals, airports, hotels and ships) delivery cannot be guaranteed.In respect of courier orders to such recipients the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to the recipient. When delivering to hospitals we generally try to arrange delivery by ward or in the case of courier deliveries to the hospitals goods in section. However it is always possible that delivery will be rejected by the hospital or other third party recipient and we cannot accept any liability or offer a refund or replacement where this is the case.

4.5 Deliveries to a funeral home are usually accepted by the Funeral Home Director. It should be clearly stated who the funeral flowers are for.
Deliveries made to a crematorium are likely they will not have anyone in particular to accept the parcel. Prior to sending flowers to a crematorium, please consult with crematorium service employees to ensure someone will be available to accept the flowers. 

4.6 If there are difficulties in delivering your order to the intended recipient we reserve the right to contact the recipient using the contact details you provide on the order form. If you have not provided a telephone number for the recipient and their telephone number has not been registered as ex-directory we may take steps to obtain their telephone number in order to achieve a satisfactory delivery.

4.7 Whilst delivery confirmation will not automatically be sent to you, for items delivered by courier or florist we should be able to give verbal confirmation or updates on request. Where an order needs to be traced we will use our reasonable endeavours to do so as quickly as we can. Unfortunately we are unable to provide delivery confirmation for items delivered by post.

4.8 Please note that if you order a number of items for delivery to the same address, they may be dispatched separately and we cannot guarantee delivery on the same day. 

4.8.1 Items going to the same address which require to be despatched seperatly, due to size and dimensions, may be charged as seperate deliveries. 

4.8.2 Same day deliveries apply to London post codes only (any post codes within the M25). Same day orders will be accepted until 2pm (UTC). Same day deliveries will be charged at £8.99.

4.8.9 During certain holidays (Valentine's Day, Mother's Day, Christmas), due to high volume of orders we will not be offering timed deliveries. Deliveries during these periods will be based on estimated times and dates within a two day span. 

4.9 Items delivered by courier

4.9.1 Flowers By Courier cannot be delivered to certain postcodes. Courier delivery is available to most UK mainland addresses. 

4.9.2 Standard delivery meaning delivery between 8am and 6pm is charged is free of charge.

4.9.3 Delivery options include: 
Delivery prior 10:30AM, noon and standard shipping. Send Flowers is not liable for any deliveries not being made on time, as the couriers are a third party. 

4.9.4 Deliveries to Scotland may take up to two working days.

4.9.5 Should you the client make any changes of delivery address or time with the courier, Send Flowers cannot be held responsible. 
Please note, that change of address may result in a delayed delivery оr even next day delivery of the flowers.

5. Cancelling or changing Your Order

5.1 If, for any reason, you wish to change or cancel your order you can do so by calling 020 3884 0686 or email: office@sendflowers.org.uk. Alternatively you can cancel your order. Please give 72 hours notice before the requested delivery date.

5.2 We regret that you may not change or cancel an order for (i) perishable products once your order has been dispatched, or (ii) customised goods if at the time you seek to cancel, the customisation process has begun.

5.3 In respect of non-perishable non-customised goods you may cancel your order from the point at which you place your order until 14 calendar days after you have received your goods. If you exercise your right to cancel, you will be responsible for costs of returning the goods which must be returned within 14calendar days of cancelling. You are not entitled to reimbursement of costs for enhanced delivery. Send Flowers have the right to deduct an amount for diminished value of goods.

5.4 You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

6. Cancellations by us:

6.1 We reserve the right to cancel the contract between us if:

6.1.1 we have insufficient stock to deliver the Products you have ordered;

6.1.2 the price or description of the Products was listed incorrectly due to a typographical error or an error in the pricing information received by us from our suppliers.

6.2 If we do cancel your contract we will notify you by email and refund any sum paid by you to your credit or debit card. We will not be obliged to offer any compensation for loss or disappointment suffered by you.

6.3 Any free promotional items are limited to one per order per customer. Any duplicate items will be shipped as a singular item.

7. Complaints, Refunds and Returns

7.1 We are fully committed to ensuring that you receive the best possible service in relation to orders dealt with by us.

7.2 If you аre not satisfied with the service that you have received please let us know and your complaint will be investigated. Our complaint handling process is available online by using the Contact Us link, or we can be contacted by phone: 020 3884 0686

Lines are open from
Mon - Fri 7.00am - 6.00pm
Sat - 10.00am - 6.00pm
Sun - 10.00am - 6.00pm

or by email: office@sendflowers.org.uk

7.3 We aim to acknowledge all queries within three working days, and deal with complaints fully within five working days. At our busiest times of year (around Valentine's Day, Mothers Day and Christmas) this may take slightly longer.

7.4 Because of the perishable nature of our cut flower products and in order to assist us in resolving your complaint please make any complaint within 3 working days delivery of your order where possible. Complaints which are not made within 7 working days of the date of delivery may not be able to be processed.

7.5 In the event of any complaint please contact us and we'll do all we can to put the situation right.

7.8 Where your complaint relates to late delivery, non-delivery or other service issues and we are satisfied that it is genuine we will (where we have fulfilled your order directly) give you an appropriate replacement or refund

7.9 Your statutory rights are not affected by anything in these terms and conditions.

8. Privacy Policy

Our Privacy Policy can be found here.

9. Liability

Save in the event of: (i) death or personal injury caused by our negligence or that of agents or contractors; (ii) fraud; (iii) any liability we may have under UK product liability legislation; and (iv) any other liability which cannot legally be excluded, our liability to you in respect of any order you place is limited to the value of the order including any VAT and delivery charges.

10. Intellectual Property

All intellectual property rights (including copyrights, trademarks and design rights) in the content of this web site are owned or controlled by us. In accessing our web pages, you agree that you may only download the content for your own individual and non-commercial use. You are not permitted to copy,broadcast, download, store (in any medium) transmit, show or play in public,adapt or change in any way the content of our web pages for any other purpose without our prior written permission.

11. Third Party Information

We cannot be held responsible for material displayed on third party web sites (such as directory or price comparison sites) or any other third party materials. The only prices that apply to our products are those stated in our catalogues and on our web site from time to time.

12. Policies and Terms & Conditions

We reserve the right to make changes to our web site, policies, and these terms and conditions at any time. The terms and conditions applicable to any order will be those in force at the time when the order was placed. If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed sever able and will not affect the validity and enforce ability of any remaining condition.

13. Events Beyond Our Reasonable Control

We will not be held responsible for any delay or failure to comply with our obligations under these terms and conditions if the delay or failure arises from any cause which is beyond our reasonable control. Such causes would include (but are not limited to) extreme weather conditions, fire or flood and industrial action.

14. Governing Law and Jurisdiction

These terms and conditions are governed by the laws of the United Kingdom You agree to submit to the exclusive jurisdiction of the English courts in respect of any disputes arising from these terms and conditions or otherwise arising in respect of any order placed by you.

15. Email

If you do not wish to receive marketing emails in the future, either unsubscribe by using the unsubscribe link in the email, or contact customer services using the contact details listed in Section 6.

16. GDPR & Your Data Protection

16.1 All of your data collected during the process of your quotation or/and during the chosen service will be stored safely and securely and will not be shared with anyone.

16.2 We will not use your email address to send you any advertising emails or promotions unless you have subscribed to our form.

16.3 You can at anytime request to unsubscribe and therefore will not receive any emails from us once you have unsubscribed.

16.4 You will continue receiving important emails such as quotations, amended quotation, confirmation and amended confirmation as well.

16.5 Your data will be stored for 36 months and will be automatically deleted once the period of time has passed unless you have chosen to use our services once again during that time.

16.6 You can at any time request to obtain the data that we have stored for yourself and we shall present it to you in 15 business days.

16.7 You can contact us at any time to request additional information or to file a complaint regarding your data.

Send Flowers is a trade name of Handy Services LTD, a business that is registered in England.

Handy Services LTD
8-10 South Street, Epsom, Surrey, England, KT18 7PF

Contact Address of Send Flowers
Unit 27 1 Rufford Street, England, N1 0AD

We also deliver fresh flowers to: