Terms and Conditions
These terms and conditions (the “Terms and Conditions”) are the terms and conditions upon which Flying Flowers (“Flying Flowers, We, Us”), part of Interflora British Unit, make the Flying Flowers website (the “Website”) available to you and any of our services which are accessible on or via the Website (the “Flying Flowers Service”).
These Terms and Conditions govern your use of the Website and the Flying Flowers Service. Sections , 13 and 15 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 Interflora 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.Back to top of page
2.1 All products depicted on this Website (as may be varied from time to time) are available almost everywhere in the UK, or as otherwise directed. Certain product ranges are available in selected delivery areas only. Please note, there may be occasions when products advertised are not available for delivery to your chosen address on your chosen date.
2.2 All products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute with a product of equivalent value or even greater value without notice.
2.3 Some flower and plant products may be harmful or poisonous (lilies in particular can be extremely toxic to cats), if you require further information before placing an order please visit our Allergy & Product Information page, or contact our Customer Contact Centre using the contact details set out in section 8.
2.4 Certain flower and plant products may be delivered in bud to ensure longer life.
2.5 In the event that we or the Network Florist is unable to supply all or part of your order (the product or a suitable substitute product to you at all) we will notify you as soon as possible and reimburse your payment in full no later than 30 days after the intended delivery date.
2.6 Additional free giveaway products (e.g. chocolates, pop-up vase) are subject to stock availability.
2.7 We guarantee the freshness of your flowers for 7 days from the date of delivery/collection. However, exceptions to this are items which contain roses together with our summer and spring ranges which are guaranteed for a minimum period of 5 days. Where noted, designated carnation products are guaranteed for 14 days.Back to top of page
2.7 My Garden
2.7.1 Items ordered from My Garden range are designed for self-purchase and we are unable to deliver gift messages with these items.
2.7.2 Images shown illustrate items in developed form and we provide as much information as possible about the products. Products may be delivered as bulb, bare root, potted/young plant, and sizes, shape and colour may vary from time to time. Plants and bulbs are living products and occasionally availability can be affected by circumstances beyond our control. If the item you have ordered is not available we can either arrange to back order the item and send when it becomes available or substitute with a suitable alternative.Back to top of page
3. Alcoholic gifts
3.1 Under the Licensing Act of 1964 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.
3.2 Alcoholic gifts are distributed to selected areas in association with a licensed third party. For further information regarding our suppliers contact our Customer Contact Centre, using the contact details set out in Section 8.Back to top of page
4.1 Prices shown on this web site are subject to change without notice.
4.2 Prices include VAT for deliveries within mainland UK, Northern Ireland, Isle of Man and Channel Islands, some exceptions may apply to remote and rural areas.
4.3 A processing fee may be applied to orders when using Visa Credit, MasterCard, American Express and PayPal.
4.4 In the case of orders delivered by Network Florists please note that from time to time, product and delivery prices on the Website may vary to those offered in a Network Florist or via the telephone ordering line.Back to top of page
5. Orders / Payment
5.1 Please note when ordering both flowers and gifts a delivery charge will apply on each item ordered, even if delivery is to the same address and delivery is on the same delivery date. This applies to orders delivered via our carriers and via a network florist. When ordering both flowers and gifts via our florist delivered service, they may be despatched separately and we cannot guarantee delivery on the same day.
5.2 We accept payment by PayPal and all major credit and debit cards, (other than Diners and Amex), department store cards and any other credit and/or debit cards as we may specify from time to time
5.3 By clicking on the ‘Pay Now’ button at the end of the order process, you are consenting to be bound by our Terms and Conditions contained in these terms and conditions and appearing anywhere on the website.
5.4 Submitting your order is subject to our acceptance of this offer. We will send an email confirmation of your order details to advise that we are processing your order via the email address you provide. We will not consider ourselves bound by a contract with you until we have issued this email confirmation.
5.5 Your confirmation order email will contain a unique purchase reference number. Please use this reference number in any subsequent correspondence.
5.6 We cannot accept orders from customers under the age of (18) years.
5.7 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. 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.Back to top of page
6.1 Delivery charges (where applicable) are shown on the ordering pages.
6.2 Please note that orders for Flying Flowers products can only be accepted for delivery to addresses on the UK mainland, Northern Ireland, Isle of Man and Channel Islands, some exceptions may apply such as remote and rural areas. We are unable to deliver to Republic of Ireland and PO boxes.
6.3 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.
6.4 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 6.11 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.
6.5 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.
6.6 To avoid problems or delays with delivery, please ensure that you have included the full address details, including accurate postcode of the intended recipient, together with your daytime contact telephone number or email address, so that We and/or the Network Florist can notify you in the event that any delivery problems are encountered. We 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.
6.7 Please be aware that the delivery carrier or Network Florist will deliver the goods to the address provided in good faith and we cannot accept responsibility if the intended recipient is no longer at that address and the receiver refuses or fails to return the item(s).
6.8 Please note that where the delivery carrier or Network Florist is unable to find someone to accept delivery, or unable to leave the delivery in a secure location, they will leave a card at the address for the recipient with collection details or, if delivery is via a network, the florist contact details for you to contact them and re-arrange delivery. If the recipient fails to collect or make contact with the florist in good time we reserve the right to charge for re-delivery to that or an alternative address.
6.9 Whilst delivery confirmation will not automatically be sent to you, for items delivered by courier or Network 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.
6.10 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.
6.11 Items delivered by post:
In relation to deliveries by Royal Mail a specific delivery date cannot be guaranteed and delivery may take up to three working days.
6.12 Items delivered by courier
6.12.1 Orders for products delivered via courier, received before 3pm Monday to Friday, can be despatched the same day for next day delivery – at certain times of the year cut off time may vary. Some products are not available for delivery on a Monday and this will be made clear to you during the checkout. We will process orders received on Sundays or public holidays the next working day.
6.12.2 Courier delivery is available to most UK mainland addresses (excluding highlands, islands, Northern Ireland and some parts of Cornwall and Devon and certain postcodes).
6.12.3 A delivery supplement of £5.99 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.
6.12.4 Delivery via courier services cannot be delivered at specific times and will be delivered the working day between 7am to 7pm.
6.12.5 We do not recommend courier deliveries to hospitals or funerals.
6.13 Items delivered by florist
6.13.1 Via our Delivered by Florist service we are able to offer the delivery services detailed below. Florist delivered services are generally available within the United Kingdom, Republic of Ireland, Isle of Man and Channel Islands, however, please note the following:
- Some delivery services are subject to availability and may be withdrawn without notice during busy periods
- At certain times of the year delivery prices may vary
- Deliveries are not generally available on bank holidays and Sundays
- If you request delivery to remote areas which are not normally delivered to by Interflora you will be advised of any additional charges as soon as possible upon receipt of your order
- Selected products are not available for delivery to certain areas
6.13.2 Standard delivery is next day (excluding Sundays) at a charge of £6.00. Deliveries will be made anytime between 8am and 6pm.
6.13.3 Same Day Delivery is available at a charge of £8.00 (excludes Sundays). Should you require this delivery service, your order must be placed by 3pm. Deliveries will be made anytime between 8am and 6pm.
6.13.4 Nominated Day Delivery is available at a charge of £6.00 (excluding Sundays). Delivery will be made anytime between 8am and 6pm.
6.13.5 Evening Delivery is available on standard (next day) and nominated day delivery only at a charge of £12.00 (excluding Sundays). These services are offered to orders for certain delivery locations only. Deliveries will be made anytime between 6pm and 9pm. You will be advised at the point of purchase if your requested delivery slot is available.
6.13.6 3 Hour Delivery is available at a charge of £13.00 (excluding Sundays). This service is offered for orders to certain delivery locations only and is subject to florist delivery hours. You will be advised at the point of purchase if your requested delivery is available.
6.14 International delivery
6.14.1 A delivery charge of £10.00 shall apply to all international deliveries. Please note that certain delivery dates may incur additional charges.
6.14.2 In respect of orders outside the UK, Northern Ireland, Isle of Man and Channel Islands, 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, cannot be guaranteed.
6.14.3 We cannot accept orders for timed delivery overseas.Back to top of page
7. Cancellation / Amendments
7.1 If, for any reason, you wish to change or cancel your order you can do so by calling 0333 003 0844 or email: firstname.lastname@example.org. Alternatively you can cancel your order, subject to clause 7.2, by completing and returning the cancellation form (found here). Please give 72 hours notice before the requested delivery date for courier/postal deliveries and 48 hours notice before the requested delivery date in respect of Florist Delivered orders.
7.2 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.
7.3 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. In respect of deliveries via Network Florists, you are not entitled to reimbursement of costs for enhanced delivery. We have the right to deduct an amount for diminished value of goods.
7.4 In the event that goods are to be returned please return them to: Customer Services Department, Flying Flowers, Watergate, Sleaford, Lincolnshire NG34 7TB and you will receive a full refund, subject to clause 7.3.
7.5 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.Back to top of page
8. Customer Contact Centre
8.1 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. Regardless of whether your order was delivered by courier, post or Network Florist all complaints should be directed to us.
8.2 The complaints policy we work to is if you are not satisfied with either the service you have received, or the product/s that have been delivered please let us know. We will do all we can to put the situation right by offering a redelivery, or a full or partial refund.
8.3 Our complaint handling process is available online by using the Contact Us link, or we can be contacted by the following means:By email: email@example.com
By phone: 0333 003 0844 (inside UK) / +44 01529 41 6552 (outside UK).
By post: Customer Service Department, Flying Flowers, Watergate, Sleaford, Lincolnshire, NG34 7TB.
Our Customer Contact Centre is available as follows, but may be subject to change at certain times:
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
8.4 Because of the perishable nature of most 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 1 working day of the date of delivery or intended delivery of your purchase.
9. Online Dispute Resolution
9.1 Under European Legislation, if you are not able to resolve any customer service issue you may have with a product or service you have purchased via our website or by telephone you may wish to consider an Alternative Dispute Resolution. For further information please visit the European Online Dispute Resolution Platform
9.2 Flying Flowers works with Small Claims Mediation (UK) Ltd and they are authorised by the Government under the Alternative Dispute Service for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Full details of the company are available on their website www.small-claims-mediation.co.uk. In the event that we have not resolved your complaint to your satisfaction Small Claims Mediation will be happy to talk to you directly. There will be no charge to you for this service.
9.3 Your statutory rights are not affected by anything in these terms and conditions.Back to top of page
10. Promotional Codes
10.1 Online promotional codes (also abbreviated to ‘promotional codes’ or ‘promo codes’) can only be used against purchases made from this Website for delivery to UK addresses only.
10.2 Promotional codes must be entered at the point of placing your order within the discount box provided on the checkout page.
10.3 Only one voucher code can be used per order.
10.4 Promotional codes may also be set to a maximum number of redemptions – if we are not able to accept the voucher code you have entered it will be because the code has expired or the maximum redemption level for promotion has been met. We will advise you accordingly in the order process and the discount will not be applied.
10.5 Selected promotional codes may be restricted for use against specified products. Where possible, details of any restrictions will be communicated at the point where we promote the voucher code to you.
10.6 Promotional codes cannot be exchanged for a cash alternative or used in conjunction with any other promotions.
10.7 Where the voucher code entitles you to a percentage discount against the product price, this excludes any and all delivery charges.
10.8 Promotional codes which entitle you to a percentage discount provide discount on product prices only.
10.9 Promotional codes may be withdrawn, or suspended without notice for any reason. We will advise you in the order process if we cannot accept the voucher code you have entered.
10.10 We cannot be held responsible for non-availability of flyingflowers.co.uk (or any subdomain of) which may prevent use of promotional codes.
10.11 Promotional codes are not redeemable against Interflora florist fulfilled products.
10.12 There is no cash alternative.
10.14 Restrictions may apply and will be communicated at the point of the code being offered to you on respective marketing materials.Back to top of page
11.1 Whilst we agree to use all reasonable endeavours to ensure that the Website and/or the Flying Flowers Service is fully operational and error-free, we cannot guarantee this and therefore accept no responsibility for any defects and/or interruption of the Website and/or the Flying Flowers Service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our responsible control which renders the provision of the Website and/or the Flying Flowers Service impossible or impractical.
11.2 We accept liability for death or personal injury arising from our negligence.
11.3 Subject to clause 11.2 our liability in contract, tort (including negligence and breach of statutory duty) or otherwise arising by reason of or in connection with your order shall be limited, per claim or series of connected claims, to the value of the order including any VAT and delivery charges.
11.4 Subject to clauses 11.2 and 11.3 above we exclude 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 Website and/or the Flying Flowers 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 your or the recipient’s statutory rights in relation to the quality, fitness or description of the products supplied.
11.5 Subjects to clause 11.3 above, we shall not be liable for any delay or inability to perform our obligations to you if such delay is due to any cause whatsoever beyond our reasonable control.
11.6 We understand that it is under a legal duty to supply goods that are in accordance with the contract.Back to top of page
12.1 We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Website and/or the Flying Flowers Service from time to time. We will post any changes on the Website and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Flying Flowers Service or Website. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new terms and conditions.
12.2 Additionally, we reserve the right to suspend, restrict or terminate access to the Website and/or the Flying Flowers Service for any reason at any time.
12.3 These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Website, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
12.5 A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that act.
12.6 In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.
12.7 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.
12.8 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.Back to top of page
13. Use of 03 Numbers
13.1 Calls to 03 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.Back to top of page
14. Intellectual Property (“IP”)
14.1 All other rights, including copyright, in this Website are owned by Interflora British Unit. Any use of this Website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of Interflora British Unit. You may not modify, distribute or repost something on this website for any purpose.
14.2 Third Party IP
Prima and Good Housekeeping are registered trademarks of Hearst Magazines UK.Back to top of page
15. Our Trade Marks
15.1 ‘Flying Flowers’ is a registered UK and CTM Trademark, trademark numbers 3035618 and 012448973 respectively and both marks are owned by Interflora British Unit.
15.2 The word mark ‘Interflora’ is a registered trade mark, registered number 1329840, owned by Interflora, Inc. in the United States. The Mercury Emblem is also a registered trade mark, registered numbered 1329841) owned by FTD, Inc. in the United States. The trademark owners have granted Interflora British Unit a license to use both trademarks in the UK.Back to top of page