Terms and Conditions

By placing any order on this Website or through our shop, you are agreeing to these terms and conditions.

Our normal working days are Monday to Sunday inclusive, excluding public holidays.

Prices shown include VAT and exclude the cost of delivery.

Despatch of products will be arranged after we have received payment or notification of this.

Order acceptance and the completion of the contract between you and us will take place in the shop on the exchange of goods or on the despatch of the products ordered, if the order is placed through the Website or telephone.

Under normal circumstances, we will try to ensure that your order is delivered to the recipient's address providing it is within one of our post code areas shown on our order registration page. However, there are times when this is not possible due to problems with the address information that our customers provide or due to problems our drivers encounter when attempting to deliver the order. It is therefore very important that you ensure that the recipient address you provide is accurate, in particular the postcode, and that you give additional instructions to assist our drivers to locate difficult- to-find addresses. It is also very important that you keep us informed if you find that the recipient's address or availability changes prior to the order being delivered.

As we appreciate that receiving flowers is often time-critical, if we are unable to deliver your order to the recipient's address, we will attempt to leave in a secure place on the recipient's property. Where this is not possible, we will attempt to leave the flowers with a neighbour. If this is not acceptable, please ensure that you tell us when you place your order. If we are unable to deliver the order, we will attempt to contact you via telephone or email as soon as we attempt delivery. For this reason, it is very important that you provide up to date contact information. It is also very helpful if you provide us with the telephone number of the recipient as this often makes it easier to resolve delivery problems when the recipient is not at home at the time of delivery.

In the event that we are unable to deliver the order to a recipient's address that you have provided, we will attempt delivery either that same day or the following day. At our discretion, we may refund the delivery charge associated with the failed delivery. We are not responsible for any other costs incurred by the customer due to failed deliveries.

Appropriate substitutions will be made when certain varieties of Flowers are unavailable. 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.

If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept our decision re substitution or delivery delivery date move.

Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue. If the recipient receives damaged flowers, please contact us immediately so that we can arrange :

· a re-send on the next available delivery date; or
· a re-send on the same day if it is before 4.00pm.

Where flowers have been damaged we will normally ask for them to be returned or for photographs clearly showing the problem so we can use them to determine what is going wrong with our system, and to claim compensation. It is important that we are contacted as soon as possible regarding issues. We need to be informed of any issues within 2 days of the delivery to give us the best chance of successfully resolving the issue. We will, at our discretion consider issues raised after the 2 day deadline but reserve the right to refuse the options of resending the order.

If we believe that there has been an abuse of our 100% Satisfaction Guarantee/Damaged flowers policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to resend flowers and to refuse to take orders from customers. If we make such a decision, we will inform the customer in writing of our decision, via email or over the telephone. It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.

For exchange of cut flowers Orchid Flowers should be informed within three days then Orchid Flowers will exchange cut flowers immediately. For exchange of green plants or flowering plants the company should be informed within 12 days providing the plant or flowering plant is in the same condition as was purchased. If Orchid Flowers finds any problem with the plant they will exchange immediately, if the plant is in bad condition or damaged Orchid Flowers will not take any responsibility.

Orchid flowers does not take any responsibility for damages to furniture, soft furnishings or any fixtures or fittings from purchased flowers, pots or plants. We always recommend our customers put something strong and waterproof underneath any vase or pot to protect furnishings from leakage or scratches (please treat containers as none waterproof because they are all handmade). Orchid Flowers do not take any responsibility for any damage once your goods have left the shop.

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. If you do not put your name into the message card field, we will not share your identity with the recipient, even if they ask us for it. If they request it, we will email or call you to let you know that they are enquiring. Please remember that we value your privacy and will never lease, rent or sell your private information.