Terms And Conditions
1.1 Flower Heaven reserves the right to change all or some of the contents or packaging for all requested floral arrangements or gifts to provide an item of equal or greater value without notice. All products are subject to availability.
1.2 Products may be delivered in bud to ensure longer life.
1.3 Some Flower Heaven products may be harmful or poisonous, please contact our Hotline if you require further information before submitting an order calling within the UK 01524 230595. Calling outside the UK +441524 230595.
1.4 In the event that we are unable to supply the Flower Heaven product or any substitute product to you at all, we shall notify you as soon as is reasonably possible and shall reimburse your payment in full and in any event no later than 30 days after the intended delivery date.
2.1 When ordering flowers and gifts for same delivery all to the same address, only one service charge will apply.
2.2 Next day delivery items will be dispatched for Next Day Delivery using either one of Flowers by Florists Members or sent by one of our selected courier service in a gift box. See "section 4. Delivery" for full details.
3.1 In order for us to deliver your requested gifts on the date specified, we require complete, accurate details of the recipient, including a recognizable recipient name, address details, postcode and contact telephone number(s)
3.2 Your order will only be processed if full payment details are given. We accept payment by all major credit and debit cards.
3.3 If you are experiencing any problems processing your order / credit or debit card, please call our Help Line on 01524 230595 or from outside the UK +441524 230595.
3.4 Once we receive your order we will automatically send you an email confirming your order details. This e-mail shall be directed to the email address you supplied us upon registration / order placement.
3.5 You will be issued an order reference number for any future correspondence.
3.6 Orders for alcohol products cannot be accepted from customers or be delivered to any recipient under the age of 18 years.
3.7 By clicking the ‘Proceed’ button on the order form, you are consenting to be bound by our Terms and Conditions.
3.8 Product & Delivery are the two main elements of your order. Should we fail to complete either of these elements, we are at liberty to reimburse or compensate for the failed element. Such recompense would be based upon a decision by Flower Heaven.
3.9 There are no deliveries carried out on a Sunday (Mothers Day only exception) or on a Bank Holiday. Orders that are received on these days will be processed on the next available working day.
3.10 Incorrect details provided may lead to problems or delays, so before placing your order, please ensure that you have included the full correct address details, including accurate postcode of the intended recipient and your day time contact telephone number or mobile number and your e-mail address.
3.11 Flower Heaven discount voucher codes can only be used against purchases made from the Flower Heaven website.
3.12 We are unable to accept any voucher codes through Flowers by Florists member network.
3.13 Discount voucher codes must be entered at the point of placing your order on Flower Heaven website within the discount box provided on the checkout page. Please note, only one voucher code can be used per order.
3.14 Discount codes entitles you to a percentage discount of the product item value, the discount does not be apply to the delivery charge.
3.15 Voucher codes cannot be exchanged for a cash alternative
3.16 We cannot be held responsible for non-availability of the Flower Heaven website which may prevent use of Voucher codes.
3.17 All orders including Wine and Champagne may only be placed for delivery within Mainland UK.
3.18 Under the Licensing Act of 1964 (UK) and 1976 (Scotland) it is an offence for any person under 18 years to buy, or attempt to buy, alcoholic liquor. It is an offence under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland) for any person under 18 to buy, or attempt to buy, intoxicating liquor. It is an offence under Licensing (Northern Ireland) Order 1990 for any person under 18 to buy, or attempt to buy, intoxicating liquor.
3.19 Changes to these terms and conditions may from time to time be made, the latest terms and conditions will be displayed on the Flower Heaven website.
3.20 In extreme circumstances, some orders cannot be fulfilled on the same day for reasons beyond our control. On these occasions you acknowledge that delivery will be completed as near as possible to your chosen delivery date.
4.1 Service charges apply as follows:-
Flower Delivery – Same Day £5.99 – Next Day £5.99
Gift Delivery – Next Day £5.99
Alcohol Gifts Delivery – Next Day £5.99
Hamper Delivery – Two working Days Delivery £5.99 Mon to Fri (Subject to 1 delivery charge per hamper)
International Flower Delivery - £7.99 any day
4.2 Customers who request delivery in a remote rural area will be advised prior to any delivery taking place of any additional delivery charges.
4.3 A total delivery charge of £7.99 shall be implemented on all International Deliveries. Call our hotline on 01524 230595 to enquire or place any order for International delivery. We can arrange delivery to over 150 countries.
4.4 Same Day Delivery to recipients on mainland UK is normally possible on flower orders received by Flower Heaven no later than 2.30 pm (GMT).
4.5 Next Day Delivery products are usually delivered via courier. However some selected lines are delivered using Royal Mail First Class Packet Post, we are unable to guarantee delivery on your selected date with this service. Deliveries available Tuesday to Saturday, please see individual product for further details.
4.6 All International Deliveries (external to the UK) may take up to 3 working days to deliver. Please note that if we experience problems with your international order, it may take up to 3 working days before you are notified of this.
4.7 Flower deliveries will not normally be made on a Sunday (Mothers Day only exception) or on UK public holidays.
4.8 The AM or PM preference is just that - a preference. We Do Not guarantee any delivery times, unless the order is for a funeral, in which case these orders will be delivered in good time before the funeral, (normally 1-2hrs before). We will always try to adhere to your requested preference wherever possible.
4.9 We deliver all non-funeral orders between 8:00am and 8:00pm. We do however; endeavor to deliver before 4pm, especially in the case of birthdays and anniversaries. School and business address opening hours are also taken into consideration by our delivering service.
4.10 Whilst we agree to use all reasonable endeavors to ensure that delivery will be on the requested delivery date you acknowledge that actual delivery will be via a local Flowers by Florists Member or third party special delivery service.
In very occasional circumstances delivery on the requested terms will not be possible. In such circumstances you will be given prior notice wherever possible and we shall make alternative arrangements to ensure delivery is achieved.
4.11 Delivery to certain locations where a third party recipient is involved, such as hospitals, airports, hotels and ships, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to your chosen recipient. We recommend for hospital deliveries, the hospital accepts Flower deliveries by ward or the goods in section for courier deliveries. We are unable to accept liability if the flowers are refused in either of these cases.
4.12 In respect of orders outside the UK, Channel Islands and the Republic of Ireland, delivery shall be made as soon as is reasonably practicable but you acknowledge that delivery on the intended delivery date, particularly in respect of orders received for same day delivery or for Sundays and Public Holidays, these cannot be guaranteed.
4.13 It is possible to select a preferred delivery time within the order process for items selected for a funeral ceremony. This option should be used only for orders requesting delivery to the funeral or to a funeral parlour. Whilst every effort will be made to ensure your order is delivered in good time prior to the time selected, no guarantee for delivery by the time specified can be given. To assist us in meeting your preference, please ensure your order is placed at least one working day prior to the preferred delivery time and that all delivery details have been confirmed as current and accurate.
4.14 In the instance of there being difficulties in delivering your order to the intended recipient we (including the florist or third party delivering your order) reserve the right to contact the recipient using the contact details you provide on the order form. If the recipient’s telephone number has not been registered as Ex-directory, we may be required to trace the recipient’s telephone number in order to achieve a satisfactory delivery.
4.15 We cannot be held responsible for any deliveries that are made late due to a courier mis-route or system error. As soon as this is brought to our attention we will distribute the order again immediately with an apology.
5. Order Tracing
5.1 All investigations for order traces shall be implemented as soon as possible.
5.2 Whilst no delivery confirmation shall automatically be sent to you, we will be able to confirm (via verbal communication) any information relevant to the successful completion of your delivery.
6. Cancellation Policy
6.1 The customer has the right to cancel an order for wine, Champagne, and other non-perishable goods within 7 days after placing the order without giving a reason.
6.2 All perishable Next Day delivery goods may be cancelled up until 12PM on the date prior to delivery.
6.3 The cancellation period in the case of contracts for the supply of goods begins with the day on which the order contract is concluded. The cancellation period ends on the expiry of 7 working days. This begins on the day that the recipient receives the non-perishable goods.
6.4 The consumer can be asked to return the goods and will not be charged for returning them.
6.5 Where the customer exercises their right to cancel, we will return their money to their account within 30 days of cancellation.
6.6 Flower Heaven trades in line with the new European Directive on distance selling which is incorporated into UK law by The Consumer Protection (Distance Selling) Regulations 2000.
6.7 Orders for Same Day UK delivery may be amended or cancelled up to 24 hours before the intended delivery date. Orders placed for Next Day delivery and for an International delivery may be amended or cancelled up to 48 hours prior to the intended delivery date. During Valentine's, Mother's Day and Christmas periods we require 72 hours notice to change or amend delivery details.
6.8 To amend or cancel your order, please contact the Flower Heaven Customer Service Team. Our offices are open from 9:00am until 5:30pm Monday to Friday 9:00am to 2:30pm on Saturday. See Section 10.3 below for contact details.
7. Statutory Rights
7.1 Flower Heaven are fully committed to providing you with the best possible floral and gift delivery service. If you are not satisfied in any way with the service that you have received please let us know via our customer services department (see section 10 below) and your complaint will be investigated.
7.2 If we are satisfied that your complaint is genuine, a suitable replacement or refund may be given. This does not affect your statutory rights as a consumer.
8.1 Whilst we agree to use our reasonable endeavours to ensure that the Flower Heaven website and Telesales Department is fully operational and error-free, we cannot guarantee that this will always be the case. We therefore accept no responsibility or liability for any defects or interruption of our service.
8.2 We shall be released from our obligations under these Terms and Conditions in light of any event beyond our reasonable control, (i.e.: acts of god, civil commotion, riot, flood, fire, drought) which renders the provision of the Flower Heaven and/or the Flower Heaven service impossible or impractical.
8.3 We exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Flower Heaven website and/or the Flower Heaven service, whether arising in contract, tort (including negligence), under statute or otherwise provided that nothing contained in these Terms and Conditions affects or will affect you or the recipient's statutory rights in relation to the quality, fitness or description of the Flower Heaven products supplied.
9.1 Flower Heaven will never share our customers confidential personal information with any third parties without prior consent from the customer.
9.2 For all our transactions we employ the most current Internet security methods and technologies to ensure your details are totally secure. We password protect and use encryption techniques and install firewalls where appropriate.
9.3 While we strive to protect your personal information, no system can be 100% guaranteed. We cannot ensure or warrant the security of any information that you transmit to us.
9.4 Once we receive your information, we use our best efforts to ensure its security on our systems. If you would like to contact us regarding matters of privacy, please send an email to: email@example.com
9.5 For your security, our payment details page is protected using a 40-bit encrypted secure server, along with the added security of PGP encryption software.
9.6 Flower Heaven does not store any customer’s payment details or records.
9.7 When Flower Heaven accepts your order will your credit or debit card be authorised and debited accordingly. Details will be sent on your order confirmation shortly after you have placed your order.
9.8 You will receive confirmation of your order by email with your unique purchase reference, soon after placing your order this will be required for any future correspondence.
10. Customer Service
10.1 Our complaint procedure is available online by using the contact us link. It is easy to use and confidential.
10.2 We aim to acknowledge all queries within three working days, and deal with complaints fully within five working days.
10.3 Because of the perishable nature of Flower Heaven products and in order to assist us in resolving any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within 3 working days but must be made within 7 working days of the date of delivery or intended delivery of your purchase.
10.4 Should you be in any way dissatisfied with the Flower Heaven service, all complaints should be addressed to:
Customer Service Department
66 Lancaster Road
Lines are open from 9:00am – 5:30pm Monday – Friday, 9:00am – 3:30pm Saturday
11.1 We reserve the right to supplement and amend the Terms and Conditions. It is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Flower Heaven service or Flower Heaven site. Changes will be effective 24 hours after the posting of any such change and all subsequent dealings between you and us shall be on the new terms and conditions.
11.2 Additionally, we reserve the right to suspend, restrict or terminate access to the Flower Heaven site and/or the Flower Heaven services for any reason at any time.
11.3 We shall ensure that we comply with the requirement of all current data protection legislation including, without limitation, the Data Protection Act 1998. We shall only use personal data received from you for the purpose of fulfilling your order.
11.4 Your purchase will be deemed to have occurred in the UK. These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.