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, Company reg no, 297087, 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 12, 13 and 15 apply to all users of this web site irrespective of whether an order is placed.
1.1 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.
1.2 Descriptions, specifications, images, sizes and/or weights (if provided) contained on our Website, in catalogues and/or advertisements are approximate only and may vary.
1.3 All products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute with products and packaging of equivalent value or even greater value without notice.
1.4 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 Care Team using the contact details set out in section 8.
1.5 Certain flower and plant products may be delivered in bud to ensure longer life.
1.6 In the event that we are 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 7 days after the intended delivery date.
1.7 Additional free giveaway products (e.g. chocolates) are subject to stock availability.
1.8 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 and seasonal flowers which are guaranteed for a minimum period of 5 days. Where noted, designated carnation products are guaranteed for 14 days. We guarantee the freshness of your plants for 10 days from the date of delivery/collection.
1.9 Food items may contain allergens. Please see specific product pages for allergen information. We reserve the right to substitute any items with replacements of equal or higher quality and value, In the event that a substitution is made, the nutritional and allergen summaries on our website may not reflect the true contents of the hamper or add on gift (e.g. chocolates).
1.10 Gift messages are available to be added to all products. Gift message wording is provided by you at point of ordering. We cannot accept any liability for any errors. We reserve the right to refuse to accept orders with a gift message We deem to be offensive.
2. Subscription Flowers/Plants
2.1 Your subscription starts from the first delivery date that you choose.
2.2 All deliveries will be best available seasonal plant or flowers.
2.3 Subsequent deliveries will be made on or around the 18th of each month thereafter until your subscription ends. After your first delivery a single monthly delivery will be despatched each subsequent month, for the duration of your subscription. The exception to delivery on or around the 18th of each consecutive month will be where the 18th of the month falls on a Sunday or a Bank Holiday for flowers and where the 18th of the month falls on a Sunday, Monday or the Tuesday following a Bank Holiday for plants. In this case delivery will be made on the first available working day thereafter.
2.4 Delivery is free via our delivery partners. Some restrictions apply in respect of delivery locations. See Delivery T&C's for full details.
2.5 The total number of deliveries made will match your subscription duration, e.g. if you subscribe for 3 months, 1 bouquet/plant will be delivered each month for 3 consecutive months if you subscribe for 6 months, 1 bouquet/plant will be delivered each month for 6 consecutive months, if you subscribe for 12 months, 1 bouquet/plant will be delivered each month for 12 consecutive months.
2.6 You can cancel your delivery for a chosen week/month if required and your subscription will be extended by one week/month to fulfil the total number of deliveries you have subscribed for. See clause 2.9 for contact details.
2.7 Your subscription to Subscription Flowers/Plants is a no hassle, one-off, up-front payment made at the time of placing your order. You can cancel your Subscription Flowers/Plants, however we require 72 hours notice of cancellation before scheduled delivery date. A full refund of Subscription Flowers/Plants will be given providing no deliveries have already been made. Any deliveries already made will be charged for.
2.8 You can also make changes to your subscription if required, e.g. in the event of an address change.
2.9 To cancel or make any changes to your subscription, contact us by email: email@example.com and provide the details outlined in section 7. Cancellation is subject to clause 7.2.
2.10 We reserve the right to change any terms and conditions at our discretion, but you will be informed of any significant changes to these Terms and Conditions.
2.11 Some promotional codes may not be used when you order Subscription Flowers/Plants. Any restrictions will be advised within our marketing communications.
2.12 All other Terms and Conditions apply.
2.13 If you want to renew your flower subscription, please re-order online in the Subscription Flowers category on www.flyingflowers.co.uk. If you want to renew your plant subscription, please re-order online in the Subscription Plants category on www.flyingflowers.co.uk.
2.14 By placing your order you accept the Subscription Flowers/Plants Terms and Conditions.
3. Alcoholic gifts
3.1 Under the Licensing Act of 2003 and 2005 (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 1996 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 Care Team, using the contact details set out in Section 8.
3.3 We will refuse to sell alcohol to anyone We believe is under 18 years of age, or who We believe intends to supply alcohol to minors. If We believe a minor has used an adult's payment method to purchase alcohol for themselves then We reserve the right to refuse to hand over the alcohol.
4.1 Prices shown are in pounds sterling and 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.
5. Orders / Payment
5.1 We accept payment by all major credit and debit cards, alternative payment methods (i.e. Google Pay, Apple Pay) 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 eighteen (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.
6.1 Delivery charges (where applicable) are shown on the ordering pages.
6.2 Deliveries will be made by our delivery partners on either a free delivery service ("Free Next Day Delivery") or a paid service ("Guaranteed AM Delivery "), some exceptions may apply, see Guaranteed AM Delivery section for full details. Free Next Day Delivery is free, Guaranteed AM Delivery costs £4.00, you can choose your delivery option during the ordering process. At certain times of the year delivery prices may vary.
6.3 Free Next Day Delivery is available Monday to Saturday. Guaranteed AM Delivery is available six (6) days a week, with the exception of plant deliveries which are available five (5) days a week.
6.4 You can select delivery on a specified future date and we will always try our best to deliver on your chosen delivery date. Very occasionally, circumstances arise which mean we may not be able to do this, when this happens we will make arrangements to ensure delivery is achieved as close to the requested delivery date as possible.
6.5 To ensure freshness of floral deliveries via Guaranteed AM Delivery and Free Next Day Delivery orders are packed and despatched the day before delivery is made.
6.6 For delivery to locations where a third party recipient is involved (such as hospitals, airports, hotels and ships) delivery cannot be guaranteed. When delivering to hospitals we generally try to arrange delivery by ward to the hospital Goods In section. However delivery may 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.
6.7 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 or our trusted delivery partners can notify you in the event of any delivery problems encountered. We reserve the right to contact the recipient using the contact details you provide to us. 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.
6.8 Please be aware that your order will be delivered 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).
6.9 In the event of being unable to find someone to accept delivery, or where it is not possible to leave the delivery in a secure location, a card will be left at the recipient's address with collection details. If the recipient fails to collect or make contact in good time to re-arrange delivery we reserve the right to charge for a re-delivery to that or an alternative address.
6.10 Delivery confirmation will automatically be sent to you by DPD. Where an order needs to be traced we will use our reasonable endeavours to do so as quickly as we can. We are unable to provide delivery confirmation for plant postal delivery items.
6.11 Free Next Day Delivery:
6.11.1 Free Next Day Delivery is via our delivery partners and a specific delivery date cannot be guaranteed and delivery may take up to two working days.
6.11.2 Please note that orders for Flying Flowers products can only be accepted for delivery to addresses on the UK mainland, Scottish Highlands & Islands, 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. Also there may be restrictions with delivering certain products to remote and rural areas. If the product you select is not available for delivery to your selected delivery location we will contact you as soon as possible to see if you wish to select an alternative product or cancel your order.
6.11.3Free Next Day Delivery is made between 7am and 10pm.
6.12 Guaranteed AM Delivery
6.12.1 Guaranteed AM Delivery is available for deliveries 6 days a week and costs £4.00, the following applies:
- Orders received before 5:30pm Monday to Friday will be despatched the same day for next day delivery (Tuesday to Saturday).
- Orders received before midday on Sunday's will be despatched the same day for next day delivery (Monday).
- Orders received on a public holiday will be processed the next working day.
- Orders received before 4pm Monday to Friday will be despatched the same day for next day delivery (Tuesday to Saturday)
- Orders received on a public holiday will be processed the next working day.
At certain times of the year delivery prices may vary.
6.12.2 Hampers are delivered via courier but do not incur any additional cost. Hampers ordered by 2pm are dispatched same day for next day delivery, available 4 days a week (Tuesday – Friday), excludes Bank Holidays.
6.12.3 Please note that at certain times of the year cut off time may vary.
6.12.4 Guaranteed AM Delivery is available to most UK mainland addresses (excluding highlands, islands, Northern & Southern Ireland and certain postcodes). Please note that if you have selected Guaranteed AM Delivery and Guaranteed AM Delivery is not available for your chosen delivery location we will still process your order for delivery but this will be via Free Next Day Delivery. In this event we will refund to you £4.00 collected for Guaranteed AM Delivery.
6.12.5 Guaranteed AM Delivery is made between 7am to 12pm.
6.12.7 If you have the YOUR DPD APP installed please be aware that the notification preferences you have indicated within YOUR DPD APP will be used for your Guaranteed AM Delivery.
7. Cancellation / Amendments / Returns Policy
7.1 If, for any reason, you wish to change or cancel your order, subject to clause 7.2, please contact us via email: firstname.lastname@example.org and provide the following information:
- Order number(s)
- Name of customer(s)
- Billing address of customer(s)
- Name of recipient(s)
Please give 72 hours notice before the requested delivery date.
7.2 We regret that you may not change, cancel or return 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.
7.4 In the event that goods are to be returned please return them to: Customer Care Team, 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.
8. Customer Care Team
8.1 We are fully committed to ensuring that you receive the best possible service. 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 post: Customer Care Team, Flying Flowers, Watergate, Sleaford, Lincolnshire, NG34 7TB.
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. Promotional Codes
9.1 Online promotional codes (also abbreviated to 'promotional codes' or 'promo codes') can only be used against purchases made from this Website for delivery anywhere in the UK, Republic of Ireland and overseas.
9.2 Promotional codes must be entered at the point of placing your order within the discount box provided on the checkout page.
9.3 Only one promotional code can be used per order.
9.4 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.
9.5 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.
9.6 Promotional codes cannot be exchanged for a cash alternative or used in conjunction with any other promotions.
9.7 Where the promotional code entitles you to a percentage discount against the product price, this excludes any and all delivery charges.
9.8 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 promotional code you have entered.
9.9 We cannot be held responsible for non-availability of flyingflowers.co.uk (or any subdomain of) which may prevent use of promotional codes.
9.11 Restrictions may apply and will be communicated at the point of the code being offered to you on respective marketing materials.
10.1 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 reasonable control which renders the provision of the Website and/or the Flying Flowers Service impossible or impractical.
10.2 We accept liability for death or personal injury arising from our negligence.
10.3 Subject to clause 10.2 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.
10.4 Subject to clauses 10.2 and 10.3 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.
10.5 Subject to clause 10.3 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.
10.6 Abuse of Service: We reserve the right to refuse an order if we believe your use of the Service, either directly or indirectly, is for any unlawful purpose, or, may cause distress or offence to any person.
10.7 We understand that it is under a legal duty to supply goods that are in accordance with the contract.
11.1 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.
11.2 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.
11.3 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.
11.5 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.
11.6 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.
11.7 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.
11.8 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.
11.9 Your statutory rights are not affected by anything in these terms and conditions.
12. Intellectual Property ("IP")
12.1 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.
13. Our Trade Marks
13.1 'Flying Flowers' are registered UK and CTM Trademark, trademark numbers 3035618 and 012448973 respectively and both marks are owned by Interflora British Unit.
13.2 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 number 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.
14. My Account
14.1 The 'My Account' service (also referred to as the 'Service' hereafter) is provided as a complimentary feature by Interflora for your personal use subject to these Terms and Conditions. In order to provide the Service, we will hold certain personal information. Except to the extent that we are required or permitted by law, any personal information which we collect will be used solely for the purposes of providing the Service.
14.2 To register with the Service you must be eighteen (18) years of age or over.
14.3 When you register with the Service you will be required to create a password. You must keep this password confidential and must not disclose it or share it with anyone. You will be responsible for all activities and orders that occur or are submitted under your password. If you know or suspect that someone else knows your password you should notify us immediately. Should you forget your password, please use the password reminder service (this option can be found adjacent to the My Account login box).
14.4 If We have reason to believe that there is likely to be a breach of security or misuse of the Service or Website, we may require you to change your password, or may suspend your use of the Service.
14.5 You must ensure that the details you provide on registration or at any time are correct and complete.
14.6 You must inform us immediately of any changes to the personal information that you provided when registering. Updates can be made at any time by going to the 'About Me' personal profile section of My Account. This will help us to ensure that the Service we provide is accurate and up to date.
14.7 Use of the Service is intended to assist with purchases made via the Website. The Service must not be used for the following purposes:
- Disseminating any unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material.
- Gaining unauthorised access to other computer systems.
- Interfering with any other person's use or enjoyment of the Website.
14.8 We reserve the right to refuse to post material on the Website or to remove material already posted.
14.9 Whilst we take every reasonable precaution and care in relation to the Service, we do not make any representation or warranties of any kind (express or implied) with respect to the contents or operation of the Service, and any such representations and warranties are excluded by this notice. We do not warrant that use of the Service will be uninterrupted or error free. Whilst every effort is made to ensure reminder emails set up on your account are processed and delivered as requested, we cannot be held responsible for non-delivery of these messages. Your use of the Service is done so entirely at your own risk and we do not accept any liability whatsoever for losses or damages that you may suffer as a result of your use of the Service.
14.10 Your access to the Website and Service may occasionally be restricted to allow for routine maintenance.
14.12 If you have any queries please contact us using the contact details in Section 8.
14.13 We have obligations in relation to your personal information under the Data Protection Act 2018, the General Data Protection Regulation (EU) 2016/679 and other applicable data protection laws. Some of the information you provide may be "sensitive" information under the act (i.e. information on "delicate" matters, including race, political opinions, religion, trade union membership, physical or mental health or condition, sexuality etc.). By registering for the Service and providing your details, you agree to us using information in the way set out above. Where you provide information about other people (for example their date of birth, or their address) you also confirm that you have the consent of these people to provide us with that information.
15.3 You must be aged 18 or over to post to an Interflora British Unit social media site.
15.4 By posting to an Interflora British Unit’s social media site, you agree to be solely responsible for the content of all information you contribute, link to or otherwise upload.
15.5 You agree that everything you post shall be truthful, accurate, not misleading and offered in good faith and that you have the right to post such content.
15.6 You agree not to post any of the following:
- False, misleading or deceptive comments.
- Materials that contain confidential material or violates a third party's right of privacy.
- Any photos or comments that include or depict profanity, pornography, threats, hate speech, incite violence, personal attacks, illegal statements or unsafe practices.
- Content attempting to impersonate someone else including, but not limited to, customers, clients, Interflora British Unit employees, member florists, suppliers, partners or other community members.
- Unauthorised commercial communications (spam).
- Viruses or other malicious codes.
15.7 By posting to an Interflora British Unit’s social media site, you agree to be respectful to other community members as well as Interflora British Unit’s community management team.
15.8 Interflora British Unit reserves the right to moderate content posted on its social media sites
15.10 Interflora British Unit reserves the right to remove or report any posts which could be deemed inappropriate or offensive.
15.12 Any threats made against individuals or property will be reported to the police.
15.13 Be smart about protecting yourself, your privacy and the privacy of others. What you publish is widely accessible and may be around for a long time, so carefully consider what you post.
15.14 Do not post personal or sensitive information about yourself or others, including bank account information, information that may be used to locate yourself or another, or information which could otherwise be deemed to constitute an invasion of another's privacy.
15.15 Interflora British Unit assumes no liability for errors or omissions in any material on Interflora British Unit’s social media sites.
15.16 For any content you post on Interflora British Unit’s social media sites, you warrant that it is your own original work or if it is covered by intellectual property rights owned by third parties, you represent and warrant that you have obtained all rights to that third party content. If you publish an image tagged with @interflorauk or @flyingflowers.uk or the hashtags #interflora, #interflorauk, #interfloraflowers, #interfloradelivery, #flyingflowers or any other hashtags relating to the Interflora or Flying Flowers brands, you grant Interflora British Unit permission to use your photograph, your name and social handle for any marketing, advertising and promotional purposes, including but not limited to use on Interflora British Unit’s websites, emails and social media pages. Interflora British Unit may use, reproduce, distribute or edit in any manner it chooses in its sole discretion. Interflora British Unit will choose which content it wishes to use. By posting content, there is no guarantee that Interflora British Unit will choose to use it. You are responsible for the content of any images that you post and getting the consent of any person who may appear in them
15.17 Interflora British Unit welcomes feedback about its products and services. If you contact us about a complaint on an Interflora British Unit social media site, you will be responded to by a member of the online customer care team who will endeavour to reply to and resolve your complaint in a timely manner in accordance with our Customer Services Policy
15.18 Interflora British Unit has a zero tolerance approach to customers who use abusive or threatening language and will take action to protect its online customer service care team including removing offensive posts and reporting the user to the appropriate social media platforms and, if deemed necessary, the police.
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