Terms and Conditions

Terms and Conditions

By placing an order on the Fleur de Lis Flowers website or when calling our team to place an order, you are agreeing to the following terms and conditions.

If you have any questions regarding our terms and conditions or have any comments or complaints on or about our website, please email us at info@Fleurdelisflorist.co.uk or call us on 01628 675577 (from outside the UK, dial +44 1628 675566).

Changes To Your Order
If you wish to make any changes to your order please call our team on 01628 675577(from outside the UK, dial +44 1628 675566). Please note that any changes to your order (delivery address, gift message) must be made at least 48 hours prior to delivery to ensure that we have time to amend the order prior to dispatch. We cannot guarantee to accept changes made to your order after that time.

Cancellation
Only cancellations which are given at least 2 working days before the intended delivery date may be accepted. Orders placed or cancelled on Saturdays, Sundays or Bank Holidays will be treated as having been received on the following working day. To cancel orders, please call 01628 675577 (from outside the UK, dial +44 1628 675566). If your order is entitled for cancellation, a small administrative charge may be deducted to cover the credit card payment processing refund charges. This is on average approximately 5% of the order value.

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.

Refunds Policy
A full refund or replacement will be made where:
1. The request for the refund/replacement is received within 3days of the date of delivery.
2 The product has been returned to Fleur de Lis or our order executing Florist shop.
3 In the case flower bouquet, a refund will only be made for the complete item purchased and unused. Refunds cannot be made for individual stems.

So, if for any reason you're not absolutely 100% happy with your Fleur de Lis products please contact our team via the contract page or by phone on 01628 675566 (from outside the UK, dial +44 1628 675566). We will be happy to arrange a replacement or deal with your refund.

We promise that if your unhappiness is any fault of ours, we'll always offer to put things right with a full refund or a replacement and a sympathetic ear that really, honestly and truly does care what you think.

Payment And Order Processing
Payment may be made by any of the methods indicated on the flowers payment page of the Fleur de Lis Flowers Website and will be debited when you submit your order. When you submit your order by clicking on the ['Place My Order’] button, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing elsewhere on the Fleur de Lis Flowers Website.

For your order to be processed and delivered on the required date, you must supply us with all the relevant details requested, including full delivery details, post code and telephone number. Your order will only be processed if full payment details are given.

Your order will be acknowledged via e-mail confirming your details, if you enter a correct e-mail address. You will be issued an order reference number for any future correspondence. All costs will be charged at the cost of the date on which you place your order.

We will not consider ourselves bound by a contract with you until we have issued an email acknowledging your order.

Our website has a secure checkout and we therefore encourage customers to place their orders online. However, on occasion, when submitting customer's credit/debit card details to our bank, we receive payment failures which prevent us from accepting your order immediately.

Occasionally credit cards that are entered correctly and have sufficient funds are not validated because the card issuer is performing a random security check. In these cases, we will still have received your order but need to take payment over the phone. We will email or call you in these circumstances. If you receive a message to tell you that payment has not been validated, please contact our team immediately on 01628 675577 (from outside the UK, dial +44 1628 675566) to ensure your order is delivered on time.

Due to time differences, payments made out of office hours, or problems getting hold of customers via the contact details they have provided, we are sometimes unable to process a valid payment prior to the requested delivery date. If this is the case, once we have received payment, we will deliver the flowers as soon as possible to ensure that there is no further delay. Although this delay is regrettable, it is outside our control and therefore we cannot offer any form of refund in these circumstances.

Delivery
We deliver to any postal address in the UK ( England, Wales, Scotland and Northern Ireland) and Channel Islands. Same day delivery is guaranteed only for bouquets for which we have received your order before 12noon that day, except for more remote locations within the UK where delivery can take up to 24 hours. All deliveries will be only be made from Monday to Saturday. We also deliver to 140 overseas locations. The list of countries can be found on our FAQ's under Ordering and "Can I send flowers overseas/International?"

If the recipient is not in we will ask the neighbour next door if they mind accepting the order on behalf of the recipient or leave the flowers in a secure location within the premises. In the event that we're unable to leave the order securely, the flowers will be brought back to the florist shop and we'll contact recipient to arrange redelivery at no extra cost.

Either way, a card will be left at the recipient's address to inform them where the flowers have been left or to call us for re-delivery at no extra cost.

Flowers sent to hospitals, military bases and business addresses will be delivered to a main reception or mailing room prior to internal distribution. We recommend that flowers sent to these locations be requested for delivery on a weekday and not on a Saturday. Deliveries cannot be made to PO Box addresses.

Please note that We despatch your orders directly from our base in Maidenhead, Berkshire to the following post codes which is basically a 10 mile /16km radius (HP9, HP10, RG10, RG42, SL1, SL2, SL3, SL4, SL6, SL7 and SL8). We have identify those as restricted products/delivery in our website when you place orders. Everything else outside those post codes We have teamed up with Teleflorist network one of the biggest Global Networks of professional florists.

Our delivery service is NOT available on Sundays or UK public holidays. Where orders have been placed for delivery on any of these dates and we are unable to contact you in time, we will deliver, where possible, the flowers the day before or the day after that date requested. We offer Sunday delivery for a small surcharge ONLY for Mother's Day (Mothering Sunday) and if Valentines day or Christmas eve fall on a Sunday

Under normal circumstances, we will try to ensure that your order is delivered to the recipient's address you provide. However, there are times when this is not possible due to problems with the address information or difficulties our drivers encounter when trying to deliver. To avoid such problems please:
Ensure that the recipient address you provide is accurate.
Give additional instructions to assist our drivers with difficult-to-find addresses.
Keep us informed if you find that the recipient's address or availability changes prior to the order being delivered.
Supply a contact number for the recipient so that if our driver is having problems with delivery they can contact them directly.
Provide a "leave safe" area option if the recipient is not in when our driver attempts delivery.

Where possible, we will attempt to obtain a signature from the intended recipient of the flowers. In some circumstances, for example, when delivering to a hospital or university, we may not be able to deliver the flowers directly to the intended recipient. In this case, we will deliver to the reception area and obtain a signature from the receptionist (or equivalent). This signature will be our record of delivery.

If you are unsure of the recipient's address, we recommend using one of the following address lookup and validation websites:

www.royalmail.co.uk

www.192.com

We do appreciate that receiving flowers is often time-critical, so 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 this vital contact information. In the event that we are unable to deliver the order to a correct recipient's address that you have provided, we will attempt delivery the following day and 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.

If we are unable to deliver the order due to the recipient not being in at the time of the original delivery then we will take one of the following courses of action:
If you provide the recipient's telephone number, we will try to contact them.
If we are unable to contact the recipient, we will try to contact you and upon request will attempt re-delivery either that day, or where possible, the following day. At our discretion, we may ask you to pay a further delivery charge if we had to try more than twice.

Deliveries to Hospitals
All deliveries made to hospitals must include the ward name and or number in the relevant address field. Any order omitting these details may not be accepted for delivery by the hospital.

Deliveries to hospitals can often prove problematic as patients are moved from ward to ward, or are discharged. This means that we sometimes are unable to deliver orders for customers at a very emotional time. However, many of these problems can be resolved by ensuring that we have accurate and up-to-date information about the ward that the recipient is in.

It is particularly important that you provide the full name of the recipient of the order as there can be several patients with the same name and this can lead to delivery issues that are out of our control.

Delivery to business addresses
If you wish to order flowers for delivery to a business address, we make sure your order is delivered during office hours 9am to 5pm. This is very important and if the offices are outside standard 9.00 am to 5.00 pm please advise 24 hours security/reception available to accept delivery. We can’t deliver to offices closed between 9am to 5pm and PO Boxes.

Force Majeure
Neither we, nor any florist that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, act of God, or from any industrial dispute or strike whatsoever.

Flower Availability And Substitution
All products are subject to availability, and acceptance of your orders. 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. Flowers may be delivered in bud to ensure longer life. Some flower bouquet contents may be harmful if eaten and/or a skin irritant. Please call our team on 01628 675577 (from outside the UK, dial +44 1628 675566) if you wish to enquire about the safety of contents before ordering.

Where substitution of flowers is necessary, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our team.

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 the substitution.

Damaged Flowers
Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:
A re-send where possible same day or next available delivery date.

Personal Messages
You must agree that any messages posted by you on your card or sent by us on your behalf to a third party will not contain anything which could be construed as harassing, threatening, vulgar, abusive, obscene, defamatory, racist or which may cause embarrassment or distress to any person or are otherwise unlawful or objectionable.

You are entirely responsible for any text or other material which you post or send on this message system and Fleur de Lis Flowers accepts no liability for any such content. We do not pre-screen messages, but may monitor content from time to time. We have the right to refuse to send or display messages and terminate access to the relevant services at any time and without liability to you in the event of any such objectionable message.

Special Offers

At our discretion from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.

In the event that a customer has made a purchase and the price of a product falls or is discounted due to a special offer, the price of the product at the time of purchase shall 'prevail'. We are unable to offer special offer discounts for purchases that have already been made.

As our special offers are often made available due to the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice.

We also reserve the right to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Customer And Recipient Personal Information
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.
Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.

At the checkout, we ask for the following personal information:

Customer email address - we use this information in the event that we need to make substitutions or when we need to inform the customer of the order status. Please ensure that email addresses are accurate.
Customer full name and address - we use this information for credit card validation and for direct mailing (if you have agreed to receipt of these mailings).
Customer telephone number (and mobile number) - we use this information to contact customers in the event of problems with the order such as payment failures or delivery problems.
Recipient full name and address - we use this information in order to be able to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.
Recipient telephone number - we use this information to contact the recipient in the event of a problem delivering your order. We will not contact the recipient under any other circumstances.

Customer Services
Because of their perishable nature, flowers are non-returnable. This does not affect your statutory rights. If you are not completely satisfied with your bouquet please call our customer service helpline on 01628 675577 (from outside the UK, dial +44 1628 675566) from 9am to 5pm, Monday to Saturday, quoting your order reference number or email us on info@Fleurdelisflorist.co.uk
In order for us to resolve any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within 1 day of the date of delivery or intended delivery of your purchase.

Disclaimer
Whilst we agree to use our reasonable endeavours to ensure that the Fleur de Lis Flowers Website and/or the Services are fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the Fleur de Lis Flowers Website or Services and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Fleur de Lis Flowers Website and/or the Fleur de Lis Flowers Service impossible or impractical.

Thank you for you order, and we hope your experience with Fleur de Lis Flowers will be a pleasurable one.

Seasonal availability will mean that we have to use some different flowers from those seen in the photographs ,your bouquet or hand-tied will however always have similar colours and be the same shape and size