Online Flower Delivery Terms | Flowers West Hampstead E-Commerce Policy

E-Commerce Terms & Conditions for Flowers West Hampstead

Introduction

Welcome to Flowers West Hampstead. These Terms & Conditions ("Terms") govern your use of our online flower delivery services available in West Hampstead and surrounding areas. By placing an order through our website, you agree to be bound by these Terms, which are designed to protect both you as a customer and our business. Please read them carefully before placing an order. These Terms apply to all users and customers within West Hampstead and neighbouring localities.

Order Process

When you place an order for flowers or floral arrangements with Flowers West Hampstead, you initiate a contract with us based on the details provided at the time of order. The process is as follows:

Product Selection: Browse and select your preferred bouquets, arrangements, or other floral products on our website. Product images are for illustrative purposes only. Seasonal variation and availability may result in some differences in the delivered product.
Personal Details: Enter accurate delivery addresses, recipient information, and any personalised messages or requests. It is your responsibility to ensure all details are correct to avoid delivery issues.
Order Confirmation: After submitting your order and payment, an automatic order acknowledgment will be sent to your provided email address. This is not acceptance of the order but confirmation of its receipt.
Order Acceptance: We reserve the right to accept, reject, or amend orders based on product availability or logistical feasibility. Once we dispatch your order, you will receive a formal confirmation, which constitutes the acceptance of your order and forms a binding contract between us.

Should a chosen flower, colour, or item be unavailable, we reserve the right to substitute it with a product or colour of equal or greater value while maintaining the original style and presentation as close as possible.

Delivery of Flowers

Coverage: We provide flower delivery across West Hampstead and surrounding areas. Confirm at checkout or on our service area page to ensure delivery can be made to your specified address.

Delivery Times: Deliveries are made on the date chosen by you at checkout, subject to availability and operational factors. We endeavour to deliver within the selected window, but exact times cannot be guaranteed, especially on peak dates or for orders placed at short notice.

Failed Deliveries: Where no one is available at the delivery address to receive the flowers, our driver may leave them with a neighbour, at the property (in a safe, covered place), or return them to our shop. We will attempt to notify you of the delivery outcome. It is your responsibility to ensure someone is available to accept the delivery.

Quality: All flowers are freshly arranged on the day of dispatch. Please follow any care instructions provided to ensure maximum longevity and satisfaction.

Payments

All payments for flowers, arrangements, and delivery charges must be made at the time of placing the order. We accept major debit and credit cards through our secure payment gateway. Payment is taken and authorised immediately so as to process your order without delay. Prices listed on our website include VAT where applicable and are in GBP (£).

If for any reason payment is not authorised or is later declined, we reserve the right to cancel the order without liability or notification.

Amendments and Cancellations

Order Amendments: If you wish to modify your order after placing it (such as changing delivery date, address, or card message), please contact us as soon as possible. While we will make every effort to accommodate changes where possible, this may not be guaranteed if the order is already being prepared or dispatched.

Order Cancellation: Under the Consumer Contracts Regulations 2013, fresh flowers and perishable goods are exempt from the standard right to cancel. However, we permit order cancellations and full refunds if you contact us at least 24 hours before the scheduled delivery date. Within 24 hours of delivery, cancellations may not be possible and may incur up to 100% of the order value, due to the perishable nature of our products and prior preparatory work.

Non-Perishable Goods: For gift items which are non-perishable, you may exercise your right to cancel within 14 days of receiving the goods, as per statutory rights. Items must be returned unopened and in their original packaging at your expense, after which a refund will be processed within 14 days of our receiving your returned goods.

Refunds: Refunds are issued to the same method of payment used for the original order. Processing times for refunds will depend on your payment provider, but we aim to action refunds promptly once eligibility is confirmed.

Complaints, Returns, and Quality Issues

Your satisfaction is important to us. If you are dissatisfied with the quality or freshness of your order, please contact us within 24 hours of receipt, with photographic evidence where possible. We will review all claims with care, and if your complaint is upheld, we may offer a replacement, partial, or full refund at our discretion. Due to the perishable nature of flowers, we are unable to accept returns.

Liability

Flowers West Hampstead shall not be liable for any damages, losses, or expenses resulting from failure to deliver on a specified date due to circumstances beyond our reasonable control, including but not limited to extreme weather, road closures, strikes, or force majeure. Our liability for any claims arising in connection with an order (whether in contract, tort, or otherwise) will be limited to the amount paid for your order.

Nothing in these Terms shall limit or exclude our liability for death or personal injury resulting from our negligence, nor for fraud, nor any liability which cannot be excluded by law.

We do not accept responsibility for incorrect or incomplete addresses or for flowers left in a safe location or with a neighbour if the recipient is unavailable. Once delivery is made to the specified address, responsibility for the products passes to the recipient.

User Conduct and Use of Service

It is your responsibility to ensure that all information provided when ordering is complete and accurate. Any abusive, fraudulent, or illegal use of our website or services will result in cancellation of your order and may result in referral to relevant authorities.

When placing your order, you agree to comply with all applicable laws, including those regarding the sending of messages or items to recipients. Flowers West Hampstead reserves the right to refuse any order it deems inappropriate, unlawful, or in breach of these Terms.

Personal Data and Privacy

We take your privacy seriously. Personal and delivery information is collected and processed solely for the purpose of fulfilling your order and improving our service. Please review our Privacy Policy for full details on data protection, retention, and your rights as a customer. We do not store your payment details; all transactions are conducted securely via our payment provider.

Intellectual Property

All content and materials on the Flowers West Hampstead website, including images, text, design, and logos, are the exclusive property of Flowers West Hampstead or their respective owners and are protected by copyright and other intellectual property laws. No content may be used, reproduced, or distributed without our express written permission.

Governing Law and Jurisdiction

These Terms & Conditions and any disputes arising from them shall be governed by and construed in accordance with the laws of England and Wales. By using our services, you submit to the exclusive jurisdiction of the courts of England and Wales. Nothing herein affects your statutory legal rights.

General Provisions

If any provision of these Terms is found to be invalid or unenforceable, the remaining terms will remain in effect. Our failure to enforce any right or provision shall not constitute a waiver of such right or provision. We may update these Terms from time to time; the version applicable to your order will be the one published on our website at the time of ordering.

Application of Terms Across West Hampstead and Surrounding Areas

These Terms & Conditions apply to all customers ordering from Flowers West Hampstead for delivery within West Hampstead and the local surrounding areas. By placing an order for online flower delivery in these areas, you acknowledge your understanding and agreement with these conditions.

Contact

If you have any queries relating to these Terms & Conditions, your order, or our flower delivery service in West Hampstead, please contact our customer support team using the details found on our website.