Terms and Conditions

Please note to avoid peak congestion deliveries may be made between 18 December to 24 December.

1. Placing an Order

By placing orders via barnardosflowers.org.uk, you acknowledge to have read and understood the following terms and conditions.

1.1 Order Cancellations

Cancellation requests must be made prior to the order been dispatched with the courier. Once an order has been dispatched it is not possible to cancel the order. Please email enquiries@barnardosflowers.org.uk or call 0800 023 6234 to cancel your order.

1.2 Order amendments

You can make changes to your order logging into your account if you created one with us. Alternatively, you can call or email our customer service team on the above number.

2. Refunds

Due to the perishable nature of flowers, refunds will be dealt with on a case by case basis. You are protected by our 100% satisfaction guarantee policy and the Consumer Rights Act 2015. These terms do not affect your statutory rights.

2.1

Flowers are perishable and therefore any issue or concern with quality must be raised with our customer service team within 48 hours of delivery to gain an accurate representation of the product.

2.1.1

To help our management team we may request images of the product to determine any issue.

2.1.2

We require you to check that the recipient is able to accept the delivery of flowers. It is at the courier’s own discretion if an item is left safe. If this is not possible it will be held at the delivery office awaiting further instructions. After a period of time, if it has not received, it will be returned to us and destroyed. We cannot offer a refund in such instances.

2.2

If a delivery issue arises and we cannot get in touch with either the recipient or the customer, we cannot be liable for the non-delivery of the item.

2.2.1

Should your recipient refuse the item, we cannot be liable to refund the cost of the order, it will be returned and destroyed.

2.2.2

Voucher – a minimum spend of £20 is required. We reserve the right to revoke any voucher. Any voucher for Barnardo's Flowers will have no monetary value.

3. Small Errors

You are protected by our 100% Satisfaction Guarantee Policy – however from time to time, small errors can happen. In the instance a message card is missing from an order, we cannot refund the item however will always offer to send the message back to the recipient or offer to call the recipient with the message card if requested.

4. Deliveries

We do our very best to ensure your item gets delivered on the requested date, however we cannot be liable for late deliveries caused by a third party as it is directly out of our control. Deliveries are made seven days a week excluding bank holidays and public holidays. We use DPD, DX and Royal Mail for next day deliveries.

4.1

Making a purchase from Barnardo's Flowers does not enter you into a contract for the timely delivery of a product. All delivery dates open for selection are desired only. This does not affect your statutory rights. At peak times we do reserve the right to extend the delivery times.

4.1.1

You must check that you provide correct and up to date delivery details as we cannot be responsible for late deliveries arising from incomplete delivery information. We cannot deliver to airports or PO boxes. For hospital deliveries, we require you to check that the hospital will accept deliveries and that you have the correct ward details. If the hospital cannot accept flowers on the ward, we may be able to arrange alternative gifts such as fruit baskets.

4.1.2

Cut off times are as follows: 10pm Monday to Friday, 5pm Saturday for Sunday delivery and 2pm Sunday for Monday delivery.

4.2

Please note that harder reach areas such as Northern Ireland, Islands and Highlands may require an additional day in transit. If you wish to check the status of a delivery area, please contact our customer service team who will assist you. If your item is likely to need two working days in transit we will recommend to dispatch the item a day earlier.

4.2.1

After you have completed your purchase you will receive email confirmation outlining your order details. Please check this and get in touch immediately if any aspect of the order details is incorrect. If you have not received your email confirmation, please check your junk folder or get in touch so we can confirm if we have your order.

4.2.2

We cannot be liable for delivery failures caused by incorrect shipping information.

4.3 Funeral Deliveries

For funeral items, please ensure that you have the correct deceased's name with the funeral times and director information.

4.4 Confirmation of Delivery

All items are dispatched on a tracked service, this is proof of delivery of your item.

5. Customer Care

Our customer care team are here to assist you and can be contacted Monday to Friday 9am to 5pm. These times are extended during peak events.

6. Equal Treatment

Calls are monitored for training and quality purposes. Our staff reserve the right to terminate communication if they feel threatened or receive any considered abuse.

7. 100% Satisfaction Guarantee

We strive to get every single order right the first time, every time. We provide each customer peace of mind with our 100% Satisfaction Guarantee Policy.

7.1

If the product falls below the standard you expect, please let us know so we can rectify this for you as soon as possible.

7.1.1

We cannot be responsible for errors caused by third parties such as couriers or instances where there is bad weather or any other event that affects the timely delivery of your order. The policy does not apply to such instances.

7.1.2

The policy does not apply for instances where a recipient refuses to accept an item or if incorrect or incomplete shipping information is provided.

7.2

Remote and rural areas can take an additional working day in transit. We ask to check prior to ordering as we can advise alternatives.

7.2.1

Flowers are a living product and require care, please follow the care information provided with your order. If they arrive thirsty, care can quickly remedy the bouquet. If you are not satisfied, please get in touch so we resolve any issues efficiently.

7.2.2

Rare circumstances will require that flowers are substituted with a stem of equal or greater value. This does not affect your statutory right.

7.3

Balloons are chosen to match the occasion highlighted on the message card.

7.3.1

If the wrong size bouquet has been delivered, we will send you a refund of the upgraded difference, we may give issues a coupon for future use by way of further apology. This does not affect your statutory rights.

7.3.2

If an add on item doesn’t arrive with your order (e.g. bear, vase or balloon) we will of course offer to either send the item out as soon as possible or refund to you the amount paid for the add on.

7.4

If the wrong product has been delivered by error, we will send the correct bouquet to your recipient at no cost. If it is different due to seasonal availability and substitution, then this is acceptable.

7.4.1

Should there be any issue with your order, please let us know within 48 hours. After this period, it may not be possible to establish an issue with the product. If our human florists forget to put an add on with your order, we will quickly send it out at the earliest date possible.

8. Fraud

If we suspect an order to be fraudulent we will cancel and refund that order to the card holder. We will also forward it to the relevant authorities.

9. Cut off times

The cut off time is 10pm Mon to Fri for next day delivery, 5pm Saturday for Sunday delivery and 2pm Sunday for Monday delivery.

Please note we cannot guarantee next day delivery for the following postcodes:

HS,KW,IV,PH,AB,DD,KY,FK,PA,EH,ML,KA,DG,TD,NE,CA,DH,SR,TS,DL,BT,LD,SA,CF,NP,EX,PL,TQ,TR,IOM,ZE,KW.

9.1 Hamper and gift cut off times

The cut off for next day deliveries for hamper and gifts is 10pm Mon to Fri, 5pm Saturday and 2pm Sunday for next day delivery.

Prestige Gifting Ltd TA Prestige Flowers TM, E Mill, Dean Clough, Halifax, HX3 5AX

Company registration: 5778485 | VAT Registration: 124115363 | UK 0344 310 5555

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