Legal Information for Online Flower Delivery in Surrey Quays

E-Commerce Terms and Conditions for Florist Surrey Quays

Introduction

Welcome to Florist Surrey Quays. These Terms and Conditions ('Terms') govern your use of our online flower delivery service for customers in Surrey Quays and the surrounding areas. Please read these Terms carefully before accessing or placing any order through our website. By using our website and making a purchase, you agree to adhere to all guidelines set out below. These Terms apply exclusively to e-commerce transactions related to online flower orders, arrangements, and delivery within Surrey Quays and the local neighbourhoods.

Order Process

1. Browsing and Selection: Customers can browse our curated collection of floral bouquets, arrangements, plants, and related gifts available for delivery within Surrey Quays and nearby areas. Product information, including descriptions, sizes, and pricing, is displayed to facilitate informed decision-making.

2. Placing an Order: Once you have selected your desired flowers or arrangements, add the required items to your basket. Proceed to checkout, where you will be prompted to provide relevant delivery details, including the recipient’s full name, delivery address, contact number, and preferred delivery date. Please ensure all information entered is accurate, as errors may delay or prevent successful delivery.

3. Order Confirmation: After completing your purchase, you will receive an online confirmation summarising your order details. This confirmation constitutes our acceptance of your order, indicating a contract between you and Florist Surrey Quays. Should we be unable to fulfil your order due to product unavailability or other unforeseen circumstances, we reserve the right to contact you with alternatives or issue a prompt refund of any monies paid.

4. Delivery Policy: We offer scheduled flower delivery throughout Surrey Quays and its surrounding vicinity. Standard delivery times are outlined on our website; same-day or specified date deliveries may be available depending on the time and nature of the order. Deliveries are made to the address supplied at checkout. It is your responsibility to ensure the recipient is available to receive the order, or that alternative arrangements (such as leaving with a neighbour or at a safe place) have been communicated clearly.

5. Delivery Exceptions: Should delivery not be possible due to recipient unavailability, incorrect address, or other factors outside our control, we will use reasonable efforts to contact you to arrange re-delivery or collection. Additional charges may apply in such cases. Florist Surrey Quays is not responsible for failed deliveries resulting from incorrect or incomplete information provided by customers.

Payments

1. Accepted Payment Methods: We accept payment by major credit and debit cards, along with other commonly used UK online payment solutions as displayed on our website. Payment in full is required at the time of order placement; goods will not be dispatched or delivered until payment has cleared.

2. Pricing and VAT: All prices shown include VAT where applicable. Delivery charges and optional add-ons (such as cards or vases) are shown separately prior to checkout. We reserve the right to adjust prices at any time, but confirmed orders will not be affected by subsequent price changes.

3. Payment Security: Our online payment process is handled by secure, PCI-compliant payment providers. Customer financial details are encrypted and not stored by Florist Surrey Quays. While we take all reasonable steps to ensure a secure transaction, we are not responsible for any loss a customer may suffer if a third party gains unauthorised access to data provided during the order process, unless the loss is due to our negligence.

Cancellations, Amendments & Refunds

1. Cancellation Policy: Orders can usually be cancelled if we are notified before preparation or dispatch. To improve your chances of a successful cancellation, please notify us as soon as possible after placing the order. During peak periods (e.g. Valentine’s Day, Mother’s Day, Christmas), same-day and next-day orders may not be eligible for cancellation once the preparation process has begun.

2. Amendments: Requests to change order details, such as delivery address, recipient name, or product selection, must be made promptly. We will try to accommodate reasonable amendments provided that preparation and/or dispatch has not commenced. Additional charges or time frames may apply for amendments made after the original order has been confirmed.

3. Perishable Goods & Returns: Flowers are perishable goods and not subject to the standard "cooling-off" cancellation rights under UK consumer law. Returns or exchanges cannot be offered once the flowers have been prepared and delivered, except in cases of documented damage or unsatisfactory quality upon delivery. If you receive a bouquet that does not meet our usual high standards, please contact us within 24 hours of receipt with supporting evidence (such as clear photographs). We reserve the right to request the return of the flower arrangement and will review each case individually to determine whether a replacement, partial refund, or other remedy is appropriate.

4. Non-Perishable Add-Ons: Non-perishable items, where supplied (e.g. vases, cards), may be subject to standard returns policies if they are unused, unopened and returned within 14 days of delivery. Please contact us in advance for instructions on how to return these items.

5. Refunds: Refunds for eligible cancellations or returns will be processed to the original payment method within a reasonable period, typically within 7-10 working days from approval. Shipping and delivery charges may be excluded from refunds unless the return relates to a proven fault or error on our part.

Substitution Policy

We strive to provide all items exactly as pictured and described. However, due to the seasonal and perishable nature of flowers, it may occasionally be necessary to substitute individual stems or products with items of equal or greater value and similar appearance. In such cases, we will use our floristry expertise to ensure the overall style, quality, and colour palette closely matches your selection. Substitutions are always made with the intention of maintaining the integrity of the arrangement.

Liability

1. Product Quality and Delivery: Our flowers are handled with care, sourced from reputable suppliers, and delivered as promptly as possible. However, as flowers are organic and perishable, minor variations may occur in colour, size, or variety due to natural differences or supplier availability. We are not liable for deterioration caused by improper aftercare upon delivery or delay due to factors outside our reasonable control (such as adverse weather or traffic disruptions).

2. Indirect or Consequential Loss: Florist Surrey Quays will not be liable for any indirect loss or consequential damage resulting from the use of our products or website, except where liability cannot be excluded or limited by law. To the fullest extent permitted by law, our liability for losses shall be limited to the purchase price of the relevant order.

3. Website Use: While we endeavour to keep information on our website accurate and up-to-date, we accept no responsibility for errors or omissions and reserve the right to modify content, pricing, or product availability at any time without prior notice. We cannot guarantee uninterrupted access and are not liable for technical faults or any viruses introduced through use of the website.

Customer Responsibilities

1. Correct Information: Customers are responsible for providing accurate and up-to-date information during the order process. We are not accountable for failed or delayed deliveries resulting from incomplete or incorrect addresses or recipient details.

2. Aftercare: Upon receipt, it is the recipient’s responsibility to care appropriately for the flowers provided to help ensure their freshness and longevity. Guidance on the care of flowers may be supplied with your order or displayed on our website.

Personal Data & Privacy

We take your privacy seriously. Your personal information will only be used to process your order, provide you with customer service, and comply with legal obligations. We will not sell, share, or rent your information to third parties except as necessary to fulfil your order (for example, providing delivery address to a courier for the purpose of fulfilling the delivery). For more details, please consult our full Privacy Policy available on our website.

Intellectual Property

All content on our website, including product images, descriptions, branding, and logos, is the intellectual property of Florist Surrey Quays or our licensors. Use of this content for purposes other than personal, non-commercial viewing is strictly prohibited without our prior written consent.

Governing Law

These Terms and any e-commerce transactions carried out through our website are governed by the laws of England and Wales. Any disputes arising in relation to these Terms, your order, or the use of our website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Amendments to These Terms

Florist Surrey Quays reserves the right to update or modify these Terms at any time without prior notice. The Terms applicable to your order are those in force at the time of your purchase. We recommend reviewing our Terms regularly to keep informed of any changes affecting your rights or responsibilities.

Contact and Customer Service

If you have questions about these Terms & Conditions, require clarification, or wish to raise a complaint regarding an order or service you have received, please use the customer contact options provided on our website. We are committed to providing prompt assistance and resolving any concerns to your satisfaction wherever possible.

Applicability Across Surrey Quays

These Terms & Conditions apply to all online flower orders placed with Florist Surrey Quays for delivery within Surrey Quays and the surrounding areas. Whether you are ordering flowers for personal delivery, as a gift to others locally, or for special occasions within our service area, your transaction is subject to these provisions.