Terms and Conditions

1. PLACING AN ORDER

When placing an order or a subscription request with The Good Flower Company, it is deemed that you have read and that you understand the following terms and conditions.

1.1 CANCELLING YOUR ORDER

Please note, we cannot cancel orders or subscription requests that have already been despatched. This is due to the perishable nature of the product. During peak events, orders and subscription requests are processed four days before they are despatched, and these orders and subscription requests cannot be cancelled. Upon receiving your cancellation request, we will confirm the cancellation via email.

1.2 CHANGES TO SUBSCRIPTION REQUESTS OR ORDERS

1.2.1

With reasonable notice prior to dispatch, we are able to make changes to orders. Once a subscription request or order has been dispatched, we are no longer able to amend the order. For any changes, please contact the customer service team or email the request. It is essential that you clearly include the order number or subscription package. For any other products, they can be returned within 30 days of receipt in order for a refund to be issued. All refunds will be made within 14 days of receiving the returned item(s). All refunds are processed within 3 to 4 working days.

2. REFUNDS

Due to the perishable nature of fresh flower deliveries, any and all complaints and refunds will be handled on a case by case basis. This does not in any way affect your statutory rights.

2.1.1

If the flowers are disposed of without any photographic evidence, any remedy will be discretionary. In order to gain an accurate representation of a bouquet, it is important that a photograph is taken within 12 hours of receiving flowers.

2.1.2

It is the responsibility of the sender to inform the recipient of the gift item delivery. If any perishables are left in a safe place, this is at the discretion of the courier and we are not liable thereafter for the safe delivery of the goods. We always endeavour to redeliver goods if they are returned. If we are still unable to deliver to the recipient after two attempts, we are regrettably not able to offer any refunds. In this instance, any remedy is discretionary.) If flowers are returned to me no refund unless contact has been made and discussed.

2.1.3

If we are unable to make contact with the recipient or customer or if the customer does not contact us, through no fault of our own, we cannot be held responsible for non-delivery. If we have exhausted all possible methods to fulfil the order, we are not able to offer a refund or replacement. Any remedy is at our discretion and this does not affect your statutory rights.

2.1.4

The Good Flower Company is not responsible any orders that the recipient refuses to accept. No refunds will be issued to the customer where the recipient, for any reason, refuses receipt of the item.

 

2.1.5

If items returned within the statutory cooling off period, the consumer will cover the costs of returning the item. If the delivered items are defective or damaged and we require them to be returned, we will cover all delivery/ collection costs. This does not affect your statutory rights. A photo is required within 12 hours of delivery for costs to be covered.

 

3. SMALL ERRORS

Should small errors in the subscription request or order occur like the wrong message card, we do not offer a full refund since the flowers were received and these flowers are the value of the order. We do believe in fairness and, to remedy this situation, we will be willing to contact the recipient in order to apologise and read out the message over the phone. Such rare errors may occur since our florists are human. We may offer a voucher as a token of our sincere apologies to the customer.

4. DELIVERIES

4.1

Postal flowers are sent by The Post Office by First Class Post. They will be delivered within 12 to 48 hours. Posted on Wednesday or Thursday only.
Flowers are either posted first class post or delivered by The Good Flower Company directly (no 3rd party involved).

4.1.1

When making a purchase from The Good Flower Company, you are not entering into any contract that guarantees a set delivery time. During peak times, we reserve the right the extend our delivery times. Should we miss the specified delivery date during peak periods, but we still deliver the order, you will not benefit from a full refund. Any remedies are at our discretion and this does not affect your statutory rights.

4.2

We always attempt to deliver all orders and subscription requests to the address entered on the order page. It is essential that you provide a complete address including details such as the flat number, unit, room number, street address, postcode, and town. For areas that are difficult to reach, kindly contact our customer services and provide us with additional information. We are not able to deliver to PO boxes, airport terminals, or army bases.

4.3

We are not liable should delivery fail due to the provision of incomplete or incorrect shipping information. This includes but is not limited to postcodes. It is the customer's responsibility to check that the information provided is correct.

 

CUSTOMER CARE

Our customer service team always aim to provide every customer with the best experience. Our team always aims to resolve enquiries quickly and efficiently. Our office hours are from 9 am to 5 pm Monday to Friday. Our office hours may extend during peak periods.

5.1 EQUAL TREATMENT

Our customer service agents treat all customers equally with the respect that they deserve. We expect the same courtesy to be afforded to our team. If any telephone call or email is considered abusive or offensive, the customer will not receive a reply and we may refer the communications to the appropriate authorities. We reserve the right to cancel any customer account should we consider the customer to be behaving in an inappropriate manner. Should our staff feel abused or threatened, the conversation will be terminated. Courteous interactions allow us to help our customers more effectively and efficiently.

6. 100% SATISFACTION GUARANTEE

We always do everything in our power to ensure that fresh bouquets are delivered to the recipient. At The Good Flower Company, we deliver flower bouquets to every corner of the United Kingdom. Our goal is to ensure that the recipient is absolutely delighted when they receive their flower gift and we always do everything possible to ensure that the flower arrangements are perfectly arranged, transported with care, and delivered in perfect condition. Since our florists are only human, errors can sneak in from time to time. If this should happen, we always take the necessary steps to rectify the error and ensure absolute satisfaction.

6.1

If you are not 100% satisfied with your flower arrangement buying experience, please contact us and let us know. We appreciate all feedback and we always strive to offer the very highest level of service. Feel free to contact us via email and our customer service team will be happy to offer prompt assistance. No matter the concern or problem, we always do everything in our power to ensure customer satisfaction.

6.1.1

Our 100% satisfaction guaranteed applies only to the areas of our business over which we have direct control. It does not cover any actions of third parties.

6.1.2

Our 100% satisfaction guarantee does not apply to issues that are not directly under our control. For example, should a customer enter an incorrect or incomplete delivery address, if the delivery is refused by the recipient or hospital/business, should multiple delivery attempts be unsuccessful, transit delays, if we are awaiting missing details from the customer (i.e. inaccurate delivery information or missing address line). Kindly note that once flowers have been dispatched, we are not able to amend any order details.

6.1.3

Our courier delivered flowers are exempt from our 100% satisfaction guarantee once they are posted. Resends and refunds are at our discretion and we need to investigate such cases with our courier before taking any action. Due to the volume of the parcels sent, this can take up to 7 working days. This does not affect your statutory rights.

6.1.4

In the regrettable event of a non-delivery on the selected delivery date, kindly contact our customer service department so that we may review your order.

6.1.5

Should your bouquet arrive in a poor condition, we will send out a replacement bouquet once a photo has been received (within 12 hours of delivery). Kindly note that proper care of fresh flowers ensure that your bouquet lasts as long as possible. We also request that a photo is sent to clarify the condition of the bouquet. All flower arrangements are delivered with care instructions included.

6.1.6

If, for any reason, we are not able to fulfil your order or subscription request, we will refund the full amount or we will redeliver the arrangement at a later date.

6.1.7

All flowers and colours are subject to availability, seasonal availability, and substitution. Any substitutions are either of equal or greater value as those initially intended.

6.1.8

In the rare occurrence of human error resulting in the wrong bouquet size being delivered, we will offer a refund for the difference in price. We may award a voucher for future use and any other compensation is at our discretion. This does not affect your statutory rights.

6.1.9

Should human error result in the omission of an 'add-on' (i.e. box of chocolates, bear, vase, cake, a bottle of wine, or champagne, etc) we will refund the amount paid for this omitted 'add-on' only. Any further remedy is at our discretion.

7.1

We ask that customers notify us within 48 hours of any problem with the order.

8. FRAUD

Should we believe that any order is fraudulent, we reserve the right to cancel and refund the subscription request or order.

The Good Flower Company

Weeks Cross Bradninch Exeter EX5 4LW

UK Telephone: 07564 030817