Terms & Conditions

1. TERMS AND CONDITIONS

These terms and conditions (“Terms and Conditions”) are the terms and conditions upon which FLOWERBX makes its website available to you and upon which FLOWERBX supplies the goods displayed on its website to you.

These terms and conditions tell you how you can contact FLOWERBX, how FLOWERBX will fulfil your order, how and when you may vary your order or return goods to FLOWERBX and other important information.

Please read these terms and conditions before placing an order with FLOWERBX. Upon placing your order, these Terms and Conditions shall be incorporated into the contract between you and FLOWERBX.

2. ABOUT FLOWERBX AND CONTACT DETAILS

FLOWERBX Limited is a company registered in England and Wales with company number 08949674 ("FLOWERBX"). FLOWERBX can be contacted at its registered office by writing to: FLOWERBX Limited, 12 Cullen Way, London, NW10 6JZ. Our registered VAT number is 199236561.

Alternatively, you can contact FLOWERBX via email at: contact@flowerbx.com or by telephoning +44 (0)20 3696 6969.

If we have to contact you we will do so by writing to you at the email address or postal address you provided to us in your order.

3. ORDERS AND CANCELLATION

Acceptance of Order

All orders and subscription requests received by FLOWERBX are an offer by you to purchase goods and are subject to acceptance by FLOWERBX. Acceptance of your offer and the existence of a contract between FLOWERBX and you only takes place when we confirm to you via email that we have accepted your order. You are entitled to cancel your orders and subscription requests at any time before its acceptance by FLOWERBX.

FLOWERBX reserves the right, at its absolute discretion, to reject or cancel 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.

We will assign an order number to your order and tell you what it is when we accept your order. Please quote this order number whenever you contact us as it will help us to deal with your order more quickly.

Delivery Dates

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) of your order. We will make every effort to satisfy your selection, but this cannot be guaranteed. Where we are unable to satisfy your selection, we will contact you to make alternative arrangements. Where we are unable to make alternative arrangements, we will refund you in full via the payment method used to place the order.

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 contact@flowerbx.com. 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, at our discretion, if we have not started preparation of your order at the time that your notice is actually processed by us.

You can cancel your order via the "My Account" area of the FLOWERBX website. You can also cancel by contacting Customer Care at contact@flowerbx.com or by completing the model cancellation form available here.

Suspending or cancelling your subscription

If you wish to temporarily suspend or permanently cancel 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 charged we will issue a full refund. If a lesser period of notice is given, we will only give a refund, at our discretion, if we have not started preparation of your delivery at the time that your notice is actually processed by us.

Where notice is received within 36 hours of your next nominated delivery date and we have been unable to make the requested changes because we have started preparation of your next order, you will still receive and be charged for your next delivery and your suspension or cancellation will take effect thereafter. In the case of a suspended subscription, your subscription will in any event resume on the date that you originally intended your subscription to resume.

Where you instruct us to suspend your subscription, such instruction will only take effect for the number of times you select. In order to permanently cancel a subscription, a cancellation request must be made. You can cancel your subscription via the "My Account" area of the FLOWERBX website. You can also cancel by contacting Customer Care at contact@flowerbx.com or by completing the model cancellation form available here

Subscription prices

The price for each order within a subscription is the price at the time that a subscription is set up. For various reasons, including changes in market conditions, price increases from our suppliers and partners, and inflation, we may increase our prices from time to time to reflect these increased costs. If we raise our prices, we will give our subscribers not less than 14 days’ notice via email and you will have the opportunity to cancel your subscription in accordance with the preceding provision. If your next nominated delivery date falls within the 14 day notice period, the price that you will be charged for that delivery will be the price prevailing immediately prior to the notification. If your next nominated delivery date falls outside the nominated delivery date, the price that you will be charged for that delivery will be the price that is notified to you in the notice (unless you cancel your subscription in accordance with the preceding provision).

Gift Vouchers

Gift vouchers shall be valid for 12 months from the date of purchase, after which the remaining balance will be cancelled. Gift cards and e-gift cards cannot be returned or refunded, except in accordance with your statutory rights, for example in the event they are not of satisfactory quality.

Payment Methods and Storage of Card Details

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 Pay and Shop Limited, trading as Realex Payments, a division of Global Payments Inc.. For all subscriptions, your credit or debit card will be charged at checkout for your first delivery only. For subsequent deliveries, you will be charged up to five business days (i.e. Monday to Friday, excluding public holidays in England and Wales) before your next scheduled delivery. If you create an account, your card details will be stored by Realex Payments, a division of Global so that you can check out on future visits without re-entering your card details.

FLOWERBX does not store or have access to your credit or debit card details.

Complaints and After Sales Assistance

In the event that you have any complaints or queries about your order or FLOWERBX generally, please contact Customer Care at contact@flowerbx.com.

4. PRICES, DELIVERY CHARGES AND VAT

All prices stated on our website include VAT at the current rate unless otherwise stated. Prices listed on our website are valid for a maximum of 14 days of submitting your order.

Each order you make will include a standard charge for delivery which will be displayed at checkout before you place your order.

Delivery will be made to the address specified by you when you register on the website. You have the ability to change this address through the "My Account" feature on the FLOWERBX 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 exclude certain areas from our delivery schedule altogether.

In the event that the goods delivered to you are incomplete or include incorrect or defective 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 use reasonable endeavours to ensure that deliveries are made on your nominated delivery day and 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 delivery is attempted during your nominated delivery slot and no one is available to accept and sign for your delivery, the goods will be retained by us unless you have provided us with specific details of a nominated place to leave the goods. In such circumstances we will leave a notification of delivery and will contact you to attempt to rearrange delivery. A redelivery fee will be charged.

Where placing an order to be delivered to an address owned or managed by a third party, such as a hospital or a business, it is your responsibility to check that the third party will accept delivery of the goods. We shall not be liable for instances where a delivery is refused by such third party. In such circumstances, we will contact you to attempt to rearrange delivery at an alternative address and a redelivery fee will be charged.

We will use reasonable efforts to contact you to make arrangements for redelivery. If we are unable to arrange a redelivery we shall be entitled to cancel your order and charge you in full for the price of any perishable items and the cost of delivery. The cost of any non-perishable items will be refunded to you.

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.

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.

5. OUR RETURNS AND REFUNDS POLICY

We aim please our customers by delivering fresh flowers, in great condition, on time. We are under a legal duty to supply products that are in conformity with these Terms and Conditions.

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 contact@flowerbx.com within 24 hours of receipt to let us know. 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 in our reasonable determination 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. 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.

Please note, you can also cancel your order by completing the model cancellation form available here and returning it to us within 24 hours of your receipt of your delivery. Where returning the cancellation form via post, please note that we will still need to be notified by email that you are cancelling your order within 24 hours of your receipt of your delivery. In addition, we will also need you to email us a photo of the un-fresh or damaged flowers within 24 hours of receipt in order.

Please understand that, due to their nature, we are unable to accept returns of perishable or customised goods for any other reason other than that stated above.

Non Delivery

We take all appropriate steps to make sure our flowers are delivered. If we fail to deliver your order within 3 days of the intended delivery date we will (at our discretion) send you a replacement on the next available delivery date or we will refund you the full price of your order within 3 days of our decision to refund you.Please note that banks might take an additional 3-5 days to refund the amount on your card.

Cancellation of orders for non-perishable non-customised goods

In respect of non-perishable non-customised goods, if you are of the view that the goods are of unsatisfactory quality, unfit for purpose or not as described, you have a right to cancel your order from the date that you receive the goods until 30 calendar days after such date. You may exercise your right to cancel your order for non-perishable non-customised goods by contacting Customer Care at contact@flowerbx.com to let us know. You can also cancel your order by completing the model cancellation form available here.

If you exercise your right to cancel your order for non-perishable non-customised goods, you must make the goods available for collection by us. Subject to the below, you shall be entitled to a full refund of the purchase price (including standard delivery costs but excluding enhanced delivery costs) of the goods within 14 days of our receipt of the goods.

The right to a refund shall not apply where the goods have been damaged through no fault of FLOWERBX or its courier.

6. FLOWER AVAILABILITY, SUBSTITUTION AND VARIATION

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 your order as above.

The images of flowers and other products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from the images displayed on your device.

7. PROMOTION AND DISCOUNT CODES

At our discretion, from time to time, we may sell products at promotional or discounted prices. These promotions are valid from the time that we introduce them to the end date of the promotion and they cannot be used for orders given before the promotion introduction date or after the promotion end date.

In the event that a customer has placed an order and the price of the ordered product subsequently falls or is discounted owing to a promotion, the price of the product at the time of order shall prevail.

Our promotions are dependent on and subject to availability. We may change the terms of promotions, or withdraw them altogether, at any time, and without prior notice. All orders and subscription requests received by FLOWERBX pursuant to a promotion are an offer by you to purchase goods at the promotional or discounted price and are subject to FLOWERBX’s acceptance of the offer.

Promotions may either be personal and available to FLOWERBX’s customers in general or they may be personalised to an individual customer. Where promotions are personalised, it will only be possible for the customer in receipt of the promotion to redeem the promotional code.

Unless explicitly otherwise stated, free or discounted introductory promotions 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 promotion.

Unless otherwise stated, we only allow one promotion code to be used per order.

8. CIRCUMSTANCES BEYOND OUR CONTROL

Adverse weather conditions or other events or circumstances beyond FLOWERBX's reasonable control may prevent the delivery of orders by the time requested, or at all. In such circumstances we reserve the right to cancel your order and provide you with a refund or, alternatively, redeliver the goods at no additional cost to you, in which case we will contact you to arrange a suitable time for redelivery.

9. 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, we accept no responsibility for any interruption of the FLOWERBX website or 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 website or service impossible or impractical.

Under no circumstances will FLOWERBX be liable for (i) losses or damages that were not caused by a breach of these Terms and Conditions, or (ii) any direct or indirect business losses or damages (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure), whether foreseeable or otherwise or (iii) any losses or damages that were not foreseeable to both you and us when you commenced using the FLOWERBX service.

Loss or damage is foreseeable if either it is obvious that it will happen or, if at the time the contract was made, both FLOWERBX and you knew it might happen, for example if you discussed it with us during the sales process.

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 or for any other liability where it is unlawful for us to exclude it.

10. 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 discounts.

Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our Privacy Policy.

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, as further set out in our Privacy Policy. Please ensure that email addresses are accurate.

Customer's full name and address

We use this information for credit and debit card validation by our payment provider.

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 shall not be liable for delivery failure where incomplete or incorrect delivery details have been provided.

11. GENERAL

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 in respect of new orders placed at least 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.

Many of the rights and remedies granted to you herein are granted pursuant to, and interpreted in accordance with, EU legislation and regulation, as implemented by the UK. If and when the UK ceases to be a member of the EU, and to the extent that UK law permits UK businesses to exclude or restrict the operation or effect of such rights and remedies, these Terms and Conditions shall be interpreted as though they have been amended as such from the date that UK law permits the exclusion or restriction of such rights and remedies, and they shall be interpreted in accordance with any successor legislation or regulation as may come into force.

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 where this will affect any ongoing subscription.

These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained on 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.

These Term and Conditions (including any documents and instruments referred to herein) supersede 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 and a copy of your order will be retained and filed by FLOWERBX. These Terms and Conditions and the contract concluded between us pursuant to an order placed by you shall be in the English language and shall be governed by and construed in accordance with English Law. 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.

PRIVACY POLICY

This Privacy Policy sets out how FLOWERBX Limited (“FLOWERBX”) uses and protects any information that you give FLOWERBX when you use this website. FLOWERBX is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, you can be assured that it will only be used in accordance with this Privacy Policy.

You can access the FLOWERBX website without disclosing your personal data, although we do use cookies as described below. However, when you place an order you will be asked to create an account and provide certain personal information about yourself.

FLOWERBX may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

If you create an account with us, we may collect the following personal information: a) Name, b) Contact information including your address, telephone number and email address, c) Demographic information such as postcode, preferences and interests, d) Other information relevant to customer surveys and/or promotions. If you check-out as a guest and place an order with us without creating an account with us, we may still collect your name and contact information, but this will only be used in order to manage your order.

Although FLOWERBX does not store card payment details, if you create an account your card will be stored by Pay and Shop Limited, trading as Realex Payments, a division of Global Payments Inc., so that you can check out on future visits without re-entering your card details.

We may also collect other anonymous “non-personal information”, such as information about how users log in to our website. To find out more about this and 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 promotions, and in particular for the following reasons:

To process and manage orders.

To manage your account and improve our products and services.

To send promotional emails about new products, discounts or promotions or other information which we think you may find interesting using the email address which you have provided. If you no longer wish to receive promotional emails, you can unsubscribe using the ‘unsubscribe’ link contained in the email. Alternatively, you may unsubscribe by emailing contact@flowerbx.com.

From time to time we may contact you for market research purposes. We may contact you by email, phone or mail. If you wish to opt-out of receiving market research communications, please do so by emailing contact@flowerbx.com. We may use the information to customize the website according to your interests.

To help us analyse data about web page traffic and improve our website in order to tailor it to customer needs.

SECURITY

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.Controlling your personal information 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. 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 contact@flowerbx.com.

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 and enclose a cheque or a postal order payable to FLOWERBX Limited for £10.

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.

COOKIES

How we use cookies

To make this site simpler and to improve your online experience, 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 (e.g. 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

To learn more about cookies and how to manage them, visit AboutCookies.org.

Our cookies aren't used to identify you personally. They're just here to make the site work better for you.

We use traffic log cookies to identify which pages are being used. This helps us analyse 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. We also use third party cookies to retarget visitors to our website.

These cookies enable the display of advertisements on other sites and social media platforms subsequently visited by you, inviting you to return to our site. 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. They also help us to ensure that our advertisements are relevant to you. 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.

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 (e.g. 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:

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