- ORDERS AND CANCELLATIONS
All orders and subscription requests received are an offer to purchase and are subject to acceptance by FLOWERBX Limited ("FLOWERBX") and FLOWERBX, and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order. Acceptance of your offer and completion of the contract between us only takes place when we start to process your order.
As a part of the checkout process on this website, you will be able to select the date for delivery of your first order, whether that delivery is part of a subscription or a one-off order. You will also be able to select the frequency of recurrence (in the case of a subscription). We will make every effort to satisfy your selection, but this cannot be guaranteed.
Changes to your order
If you wish to alter your order or subscription, please do so via the "My Account" area of the FLOWERBX website or by contacting Customer Care at [email protected] We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address and in relation to card messages) where we receive not less than 36 hours notice.
Your cancellation rights
You can cancel single orders by giving us not less than 36 hours notice prior to the requested delivery date. In those circumstances a full refund will be given. If a lesser period of notice is given, we will only give a refund if we have not started preparation of your order at the time notice is given. The easiest way to cancel your order is via the "My Account" area of the FLOWERBX website. You can also cancel by contacting Customer Care at [email protected]
Suspending or cancelling your subscription
If you wish to change your subscription, please do so via the "My Account" area of the FLOWERBX website. You can suspend or cancel a subscription at any time by giving not less than 36 hours notice before any nominated delivery date within your subscription plan. Provided you have given us the specified notice, the suspension or cancellation will take effect without charge. In such circumstances, if your card has already been billed we will issue a full refund. Where notice is received after that time and we have been unable to make the requested changes, please note you will still receive and be charged for your next delivery (as we will have already started cutting your flowers), but your suspension instruction will only take effect for the number of times you select unless a cancellation request is received.
The price for each order within a subscription is the price at the time that a subscription is set up. We reserve the right, at our absolute discretion, to raise our prices at any time for reasons including, but not limited to, price increases from our suppliers and partners. If we raise our prices, we will give our subscribers not less than 4 days notice before their next delivery and provide the option to cancel your subscription free of charge. If we receive no contact from you 36 hours prior to your requested delivery date, we will assume that the changes are accepted by you and your order will proceed as amended.
We accept American Express, Visa and MasterCard credit and debit cards. In order to offer the best security, all our payments are processed securely by Global Payments LLP.
For all subscriptions, your credit or debit card will be billed at checkout for your first delivery only. For subsequent deliveries, you will be billed on a recurring basis in every week in which a delivery is scheduled. The amount your card will be billed in any given week will be the value of your order(s) for the given week subject to any changes previously notified to you as above.
If you create an account, your card will be stored securely by Global Payments LLP so that you can check out on future visits without re-entering your card details.
We never store or have access to your credit or debit card details.
- DELIVERY CHARGES AND VAT
All prices for delivery include VAT at the current rate unless otherwise stated.
Each order you make will include a standard charge of £4.50 for delivery.
Delivery will be made by our own vans to the address specified by you when you register on the website. You have the ability to change this address through the "My FLOWERBX" feature on the website, and you must do so if you move home so that we can deliver to the correct address. We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether.
In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us promptly. You will not be charged for any incorrect goods or goods which you have not received. In any event our liability will be limited to the price of the goods not delivered or incorrectly delivered and the cost of delivery.
We take special care to endeavour that deliveries are made within your nominated delivery day and accordingly, it is your responsibility to ensure that an appropriate person is available at the delivery address at all times during the delivery slot. We may ask that an appropriate person signs for the goods on delivery. If no one is at the address when the delivery is attempted the goods will be retained by us unless you have provided us with specific details of a nominated place to leave the goods. (We will leave notification of delivery and will telephone to attempt to rearrange the delivery at your costs.
Please note adverse weather conditions or other events outside of our reasonable control may result in the occasional late or cancelled delivery. If that is the case we will endeavour to contact you as soon as we are able to in order to reschedule your delivery date. In any event below, our liability to you will be limited to the price of goods not delivered and the cost of delivery.
Should you fail to be present for your delivery we are entitled to charge you in full for an amount equal to the price of perishable items contained in your order and the cost of delivery.
In the event that you instruct us to leave a delivery unattended at your address we expressly disclaim all liability which may arise by virtue of the delivery being left unattended for a period of time. This includes but is not limited to theft, tampering, contamination and the result of any change in temperature.
- OUR REFUNDS AND RETURNS POLICY
We aim please our customers by delivering fresh flowers, in great condition, on time.
Freshness and Damage
Our flower orders will often be sent out in bud form meaning they will last longer with the recipient. While our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on occasions (and for reasons beyond our control) they may be damaged in transit. If you receive flowers that do not seem fresh or are damaged, please contact Customer Care at [email protected] to let us know.
If, at our sole discretion, the flowers do not meet our own high standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the un-fresh or damaged flowers within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.
While we take all appropriate steps to make sure our flowers are delivered, sometimes mistakes occur. If we fail to deliver your order (i.e. if your flowers have not arrived within 3 days of their intended delivery date) we will (at our discretion) send you a free replacement on our next available delivery date, or we will refund you the full price of your order within 3 days. Please note that banks might take an additional 3-5 days to refund the amount on your card.
Please understand that due to the perishable nature of flowers, we are unable to accept returns.
- FLOWER AVAILABILITY AND SUBSTITUTION
All floral products are subject to availability. In the event of any supply difficulties or if the flowers we have received from our growers that are needed to make up your order do not meet our high quality standards, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. If we are unable for any reason to make up a satisfactory replacement, we will make a full refund of the price of you order as above.
- OFFERS AND PROMOTION CODES
At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for orders given before the offer introduction date or after the offer end date.
In the event that a customer has made a an order and the price of the ordered product subsequently falls or is discounted owing to a special offer, the price of the product at the time of order shall prevail.
As our special offers are dependent on availability, we may change the terms of special offers, or withdraw them altogether, at any time, and without prior notice.
We also reserve the right, at our absolute discretion, to offer different personalized special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.
Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of the FLOWERBX service, and are only available once to any one person.
Discounts and credits cannot be used in conjunction with any other offers.
Unless otherwise stated, we only allow one promotion code to be used per order.
- CIRCUMSTANCES BEYOND OUR CONTROL
Adverse weather conditions
Adverse weather conditions may prevent the delivery of orders by the time requested, or at all. In such circumstances we cannot accept any responsibility for late delivery and no refund or alternative delivery will be offered.
FLOWERBX shall not be liable for late or non-delivery of any order if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any license or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any other cause or circumstance whatsoever beyond FLOWERBX's reasonable control.
- OUR LIABILITY
Save as hereinbefore provided, whilst we will do our utmost to ensure that the FLOWERBX service is uninterrupted and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the FLOWERBX 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 FLOWERBX service impossible or impractical.
FLOWERBX will not be responsible for (i) losses that were not caused by any breach on our part, or (ii) any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure), or (iii) any indirect or consequential losses that were not foreseeable to both you and us when you commenced using the FLOWERBX.
We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control.
Nothing in these conditions limits or excludes our responsibility for fraudulent representations made by us or for death or personal injury caused by our negligence or wilful misconduct.
- CUSTOMER AND RECIPIENT PERSONAL INFORMATION
It is very important that you provide accurate personal information during the checkout process as we use this information to handle and deliver orders, process payments, and communicate with you about orders, products, services and promotional offers.
During the checkout process, we ask for the following personal information:
Customer's email address
We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate.
Customer's full name and address
We use this information for credit and debit card validation.
Customer's telephone number
We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.
Recipient's full name and address
We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.
We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the FLOWERBX site and/or the FLOWERBX service from time to time. We will post any changes on the FLOWERBX site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the FLOWERBX service or FLOWERBX site. 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.
Additionally, we reserve the right to suspend, restrict or terminate access to the FLOWERBX site and/or the FLOWERBX services for any reason at any time. We will attempt to limit the frequency and duration of any such suspension or restriction and notify you were this will affect any ongoing subscription.
These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the FLOWERBX site, 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.
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.
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.
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.
Thank you for your order, and we hope your FLOWERBX experience will be a pleasurable one.
- REGISTERED OFFICE AND TRADING ADDRESS
12 Cullen Way
What we collect
We may collect the following information: a) Name, b) Contact information including email address, c) Demographic information such as postcode, preferences and interests, d) Other information relevant to customer surveys and/or offers.
For the exhaustive list of cookies we collect see the ‘Cookies’ section.
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
Internal record keeping.
We may use the information to improve our products and services.
We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone or mail. We may use the information to customize the website according to your interests.
From time to time, we may use remarketing and behavioral targeting services. In order to do these, we collect cookies and usage data as described below. These cookies connect activity on this website with select advertising networks.
We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyze data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following way.
Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.
If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at [email protected]
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to FLOWERBX Limited, 12 Cullen Way, London, NW10 6JZ.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
To make this site simpler, we sometimes place small data files on your computer. These are known as cookies. Most big websites do this too. They improve things by:
- remembering settings, so you don't have to keep re-entering them whenever you visit a new page
- remembering information you've given (eg. your postcode) so you don't need to keep entering it
- measuring how you use the website so we can make sure it meets your needs
Our cookies aren't used to identify you personally. They're just here to make the site work better for you. Indeed, you can manage and/or delete these small files as you wish. To learn more about cookies and how to manage them, visit AboutCookies.org.
We use Google Analytics to collect information about how people use this site. We do this to make sure it's meeting its users' needs and to understand how we could do it better.
Google Analytics stores information about what pages you visit, how long you are on the site, how you got here and what you click on. We do not collect or store your personal information (eg. your name or address) so this information cannot be used to identify who you are. We do not allow Google to use or share our analytics data.
The following cookies are set by Google Analytics:
Typical content: randomly generated number
Expires: 2 years
Typical content: randomly generated number
Expires: 30 minutes
Typical content: randomly generated number
Expires: when user exits browser
Typical content: randomly generated number and information about how the page was reached (eg directly or via a link, organic search or paid search)
Expires: 6 months
Typical content: randomly generated number
Expires: 2 years
Typical content: randomly generated number
Expires: When you close your browser
Typical content: set to true when the cookie notification is hidden
Expires: 31 days
We use traffic log cookies to identify which pages are being used. This helps us analyze data about our web traffic and make improvements to our website so that it better serves our customers' needs. We only use this information for statistical analysis purposes and then the data is removed from the system. No personally identifiable data is collected in this process.
Overall, cookies help us provide you with a better website, enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of our website, and websites generally.
Links to other websites
Our website contains links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information that you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal data
You have complete control over what data you decide to share with us. We shall not sell, distribute or lease your personal information to third parties, unless we have your permission or are required by law to do so.