Call us on 0333 003 0844

Terms and Conditions

These terms and conditions set out the legal relationship which is entered into by a person placing an order via this web site (you). This web site is operated by Flying Flowers (Registered in England, Company number 297087) whose registered office is at Watergate, Sleaford, Lincolnshire, NG34 7TB (we or us). Sections 7, 9 and 13 apply to all users of this web site irrespective of whether an order is placed.

1. Basis of Contract

1.1 With the exception of products noted as being Delivered by Florist our products are prepared, supplied and delivered directly to the recipient by our contractors.

1.2 Products noted as Delivered by Florist will be delivered via a relay network made up of independent third party florists (the Network Florists) who fulfil orders taken centrally by us.Where this is the case we will arrange for the preparation, supply and delivery of your ordered product/s by one of our Network Florists.

1.3 By placing an order on this web site you agree to purchase the products contained in your order and agree to be bound by these terms and conditions. The contract of sale is formed when you receive our e-mail confirming your order. The contract of sale is concluded between you and us.

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2. Products

2.1 We make every effort to ensure that the availability information on our web site is accurate and up to date, but there may be occasions when products advertised are not available for delivery to your chosen address on your chosen date.

2.2 Where your chosen product is unavailable a substitute of equal or greater value may be substituted without notice.

2.3 Flowers may be delivered in bud to ensure longer life.

2.4 In the event that we or the Network Florist is unable to supply your chosen product or a suitable substitute product we will notify you as soon as we can and reimburse your payment in full.

2.5 Additional free giveaway products (e.g. chocolates, pop-up vase) are subject to stock availability.

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3. Prices and Ordering

3.1 Prices shown on this web site are subject to change without notice. All prices shown include VAT at the appropriate rate where applicable.

3.2 When ordering both flowers and gifts for delivery to the same address for delivery on the same delivery date only one delivery charge will apply.

3.3 In order for us or the Network Florist to deliver your order on the date you have requested we require complete and accurate details of the recipient, including a recognisable recipient name, address details, postcode and contact telephone number(s). Please note that UK orders can only be accepted for delivery to addresses on the UK mainland Republic of Ireland, Isle of Man and Channel Islands. We are unable to deliver to PO boxes.

3.4 Your order will only be processed once full payment has been received. We accept payment by all major credit and debit cards, including Amex. If you are experiencing any problems processing your order / credit or debit card, please call our Help Line on 0333 003 0844 or from outside the UK +44 1529 41 6552.

3.5 When your payment has been processed you will be sent an order confirmation email with a unique purchase reference number. Please use this reference number in any subsequent correspondence.

3.6 Please note that during the order process or registration your input information is captured live at the individual field level. In the event that an order or registration field is only partially completed we may use your email address captured in this way to send a follow-up email.

3.7 Orders for products containing alcohol cannot be accepted from customers under the age of eighteen and cannot be delivered to recipients under the age of eighteen.

3.8 Online discount voucher codes can only be used against purchases made from this web site and cannot be used in conjunction with other offers. Voucher codes must be entered at the point of placing your order within the discount box provided on the checkout page. Only one voucher code can be used per order. Voucher codes entitle you to a percentage discount on product prices only; the discount does not apply to delivery charges. There is no cash alternative. Restrictions may apply and will be communicated at the point of the code being offered to you on respective marketing materials.

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4. Delivery

4.1 Delivery charges (where applicable) are set out on the product and ordering pages of this web site.

4.2 Deliveries are generally available Monday to Saturday. Deliveries will not normally be made on Sundays (with the exception of Mother's Day, when special delivery charges will apply) or on UK public holidays. Please call us on 0333 003 0844 or +44 1529 41 6563 (outside UK) if you require a special delivery at these times to see whether it is possible for us to arrange this delivery request.

4.3 Where you have chosen a delivery method allowing for delivery on a specific date we will always try our best to arrange for delivery of your order on the date you have requested (please note specific terms for items delivered by post set out in 4.8 below). Very occasionally circumstances arise which mean we will not be able to do this. In such circumstances you will be given prior notice wherever possible and we will make arrangements to ensure delivery is achieved as close to the requested date as possible.

4.4 When delivery is to be made to locations where a third party recipient is involved (such as hospitals, airports, hotels and ships) delivery cannot be guaranteed. In respect of courier and Delivered by Florist orders to such recipients the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to the recipient. When delivering to hospitals we generally try to arrange delivery by ward or in the case of courier deliveries to the hospitals goods in section. However it is always possible that delivery will be rejected by the hospital or other third party recipient and we cannot accept any liability or offer a refund or replacement where this is the case.

4.5 If there are difficulties in delivering your order to the intended recipient we and/or the Network Florist reserve the right to contact the recipient using the contact details you provide on the order form. If you have not provided a telephone number for the recipient and their telephone number has not been registered as ex-directory we may take steps to obtain their telephone number in order to achieve a satisfactory delivery.

4.6 Whilst delivery confirmation will not automatically be sent to you, for items delivered by courier or florist we should be able to give verbal confirmation or updates on request. Where an order needs to be traced we will use our reasonable endeavours to do so as quickly as we can. Unfortunately we are unable to provide delivery confirmation for items delivered by post.

4.7 Please note that if you order a number of items for delivery to the same address, they may be despatched separately and we cannot guarantee delivery on the same day.

4.8 Items delivered by post:

4.8.1 In relation to deliveries by Royal Mail a specific delivery date cannot be guaranteed and delivery may take up to three working days.

4.9 Items delivered by courier

4.9.1 Flowers By Courier cannot be delivered to certain post codes. Courier delivery is available to most UK mainland addresses (excluding highlands, islands, Northern Ireland and some parts of Cornwall and Devon).

4.9.2 A delivery supplement of £4.99 will apply to selected Flying Flowers products where delivery upgrade from FREE delivery by Post is made to courier. We will notify you from product information pages and/or within the order process where this is applicable.

4.9.3 A delivery supplement of £5.99 will apply to Christmas delivery of selected Flying Flowers products where delivery upgrade from FREE delivery by Post is made to courier. We will notify you from product information pages and/or within the order process where this is applicable.

4.9.4 Delivery will be made from 7am to 9pm, we cannot guarantee a delivery time.

4.10 Items delivered by florist

4.10.1 For orders Delivered by Florist to some postcodes in remote areas there may be an additional delivery charge. If this is the case you will be advised prior to delivery being made or the charges incurred.

4.10.2 Same Day Delivery to recipients on mainland UK is normally possible on Delivered by Florist orders received by us no later than 3.00 pm (GMT). Charges apply. Please note that we cannot guarantee any specific delivery time. The Same Day Delivery service is offered subject to availability and may be withdrawn without notice during busy periods.

4.10.3 Delivered by Florists items requiring same day delivery will carry a delivery charge of £7.99 (except where noted). The service is offered to orders for selected delivery locations within the UK, Republic of Ireland, Isle of Man and Channel Islands.

4.11 International delivery

4.11.1 A delivery charge of £9.99 shall apply to all international deliveries. Call our hotline on 0333 003 0844 to enquire, or to order for international delivery.

4.11.2 Delivery will be made as soon as is reasonably practicable and usually within 3 working days, but delivery on the intended delivery date may not always be possible. Please note that if we experience problems with your international order, it may also take up to 3 working days before you are notified of this.

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5. Cancelling or changing Your Order

5.1 If, for any reason, you wish to change or cancel your order you can do so by calling 0333 003 0844 or email: customerservices@flyingflowers.co.uk. Alternatively you can cancel your order, subject to clause 5.2, by completing and returning the cancellation form (found here). Please give 72 hours notice before the requested delivery date.

5.2 We regret that you may not change or cancel an order for (i) perishable products once your order has been dispatched, or (ii) customised goods if at the time you seek to cancel, the customisation process has begun.

5.3 In respect of non-perishable non-customised goods you may cancel your order from the point at which you place your order until 14 calendar days after you have received your goods. If you exercise your right to cancel, you will be responsible for costs of returning the goods which must be returned within 14 calendar days of cancelling. You are not entitled to reimbursement of costs for enhanced delivery. Flying Flowers have the right to deduct an amount for diminished value of goods.

5.4 In the event that goods are to be returned please return them to: Customer Service Department, Flying Flowers, Watergate, Sleaford, Lincolnshire NG34 7TB and you will receive a full refund, subject to clause 5.3.

5.5 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.

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6. Complaints, Refunds and Returns

6.1 We are fully committed to ensuring that you receive the best possible service both in relation to orders dealt with by us directly and those placed with Network Florists.

6.2 In relation to Network Florist orders, complaints about quality or delivery of the products are the responsibility of the Network Florist which sold and supplied the products. However, we have set up a central complaints handling procedure that enables you to direct all complaints to us. We will then handle the complaint on your behalf and resolve the issue with the Network Florist.

6.3 If you are not satisfied with the service that you have received please let us know and your complaint will be investigated. Our complaint handling process is available online by using the Contact Us link, or we can be contacted by the following means:

By post: Customer Service Department, Flying Flowers, Watergate, Sleaford, Lincolnshire, NG34 7TB.

By phone: 0333 003 0844 (inside UK) / +44 01529 41 6552 (outside UK). Lines are open from
Mon - Thurs 7.00am - 10.00pm
Fri - 7.00am - 9.00pm
Sat - 8.00am - 7.00pm
Sun - 10.00am - 6.00pm
Bank Holidays - 8.00am - 8.00pm

By email: customerservices@flyingflowers.co.uk

6.4 We aim to acknowledge all queries within three working days, and deal with complaints fully within five working days. At our busiest times of year (around Valentine's Day, Mothers Day and Christmas) this may take slightly longer.

6.5 Because of the perishable nature of our cut flower products and in order to assist us in resolving your complaint please make any complaint within 3 working days delivery of your order where possible. Complaints which are not made within 7 working days of the date of delivery may not be able to be processed.

6.6 Where the products supplied were not of satisfactory quality we will arrange for you to receive a full refund or if you prefer (and subject to the availability of equivalent replacement products) a replacement. Where a refund or replacement is provided, you may be required to return the unsatisfactory products (at our cost or the Network Florists cost).

6.7 Where your complaint relates to late delivery, non-delivery or other service issues and we are satisfied that it is genuine we will (where we have fulfilled your order directly) give you an appropriate replacement or refund; or, in the case of orders placed with a Network Florist, we will use every effort to investigate and secure an appropriate replacement or refund for you.

6.8 Your statutory rights are not affected by anything in these terms and conditions.

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7. Privacy Policy

Our Privacy Policy can be found here.

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8. Liability

Save in the event of: (i) death or personal injury caused by our negligence or that of a Network Florist or of our or their employees, agents or contractors; (ii) fraud; (iii) any liability we or a Network Florist may have under UK product liability legislation; and (iv) any other liability which cannot legally be excluded, our liability to you and that of the Network Florist in respect of any order you place is limited to the value of the order including any VAT and delivery charges.

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9. Intellectual Property

All intellectual property rights (including copyrights, trademarks and design rights) in the content of this web site are owned or controlled by us. In accessing our web pages, you agree that you may only download the content for your own individual and non-commercial use. You are not permitted to copy, broadcast, download, store (in any medium) transmit, show or play in public, adapt or change in any way the content of our web pages for any other purpose without our prior written permission.

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10. Third Party Information

We cannot be held responsible for material displayed on third party web sites (such as directory or price comparison sites) or any other third party materials. The only prices that apply to our products are those stated in our catalogues and on our web site from time to time.

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11. Policies and Terms & Conditions

We reserve the right to make changes to our web site, policies, and these terms and conditions at any time. The terms and conditions applicable to any order will be those in force at the time when the order was placed. If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.

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12. Events Beyond Our Reasonable Control

We and the Network Florists will not be held responsible for any delay or failure to comply with our obligations under these terms and conditions if the delay or failure arises from any cause which is beyond our reasonable control. Such causes would include (but are not limited to) extreme weather conditions, fire or flood and industrial action.

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13. Governing Law and Jurisdiction

These terms and conditions are governed by the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the English courts in respect of any disputes arising from these terms and conditions or otherwise arising in respect of any order placed by you.

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14. Call charges to contact us

Calls to 0333 numbers cost no more than a national rate call to either 01 or 02 numbers. This applies to calls from any type of line including mobile, BT, other fixed line or payphone. Calls from non-UK mainland locations may be higher.

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15. Email

If you do not wish to receive marketing emails in the future, either unsubscribe by using the unsubscribe link in the email, or contact customer services using the contact details listed in Section 6.

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