Online Flower Delivery Terms & Conditions – Flowers New Eltham

Introduction

Welcome to Flowers New Eltham. These Terms and Conditions ('Terms') set out the legal framework governing your use of our online flower delivery service available throughout New Eltham and the surrounding areas. By placing an order with us through our website, you acknowledge and agree to comply with these Terms. Please read them thoroughly before making any purchases.

Scope of These Terms

These Terms apply to all customers who place orders via the Flowers New Eltham website for delivery within New Eltham and its nearby areas. By using our services, you accept that you are entering into a contract with Flowers New Eltham as outlined below.

Order Process

Our streamlined order process is designed to make online flower delivery in New Eltham as convenient as possible. To purchase flowers or associated products:

• Select your preferred items and add them to your virtual shopping basket.
• Proceed to our secure checkout and provide accurate recipient and delivery information, including complete address details and meaningful instructions, if necessary.
• Review your order summary, ensuring all selected items, delivery date, and recipient information are correct.
• Complete your purchase by submitting payment using one of our approved payment methods.

Upon order completion, you will receive a confirmation screen and an electronic confirmation detailing your order. Please retain this as proof of purchase. Should you not receive confirmation within a reasonable timeframe, contact us using the details on our website.

Order Acceptance & Fulfilment

All orders placed online constitute offers to purchase goods and services, subject to these Terms. Order acceptance occurs only when you receive a dispatch confirmation from Flowers New Eltham, signifying a binding contract. We reserve the right to decline or cancel any order prior to this point at our sole discretion, including but not limited to cases where:

• The ordered products are unavailable.
• Payment is not authorised or fails.
• The delivery address lies outside eligible delivery zones.
• There has been a pricing or product description error.

If we are unable to fulfill your order, we will promptly inform you and provide a full refund where applicable.

Product Availability & Substitutions

While we strive to ensure that all flowers and products shown on our website are available, circumstances may occasionally require substitutions due to seasonal supply, stock shortages, or factors beyond our control. In such cases, we assure you that:

• Substituted flowers or items will be of equal or greater value and maintain the style, colour, and overall aesthetic you originally requested.
• We will endeavour to notify you of any significant substitutions required prior to dispatch, but reserve the right to proceed if necessary to avoid delays or spoiling of perishable goods.

Payment Terms

All orders must be paid for in advance at the time of ordering. Flowers New Eltham accepts payment via major credit and debit cards as indicated at checkout. Full payment clearance is required before orders are processed and scheduled for delivery.

Prices listed on our website are inclusive of VAT (where applicable), and delivery charges are clearly displayed at the point of checkout before you confirm your order.

We use reputable third-party payment processors to facilitate secure online transactions. Flowers New Eltham does not retain or store payment card details beyond what is necessary to execute your order as permitted by law. By submitting your payment information, you warrant that you are the authorised user of the card being used.

Delivery Policy

Flowers New Eltham provides flower delivery services throughout New Eltham and nearby areas. Delivery charges, timeframes, and available delivery slots are visible during the checkout process and depend on your chosen delivery address. While we aim to honour all requested delivery dates and timings, these are approximate and may be subject to reasonable delays, especially during peak periods or in the event of unforeseen circumstances.

In the event of a failed delivery due to incorrect or incomplete information supplied by you, Flowers New Eltham reserves the right to charge for redelivery or, where appropriate, deduct reasonable restitution from any refund. Please ensure that the recipient is available or that alternative arrangements are made, such as providing a safe location or neighbour to accept the delivery, subject to your instruction and our discretion.

Products delivered will be carefully packaged to ensure they arrive in excellent condition. Flowers, as a perishable item, should be unpacked and cared for promptly upon receipt according to provided care instructions. We cannot accept liability for deterioration after delivery resulting from improper storage or care.

Order Amendments & Cancellations

We understand that from time to time customers may need to change or cancel their order. If you wish to amend or cancel a flower delivery order, please

• Contact us as soon as possible after placing your order and prior to dispatch. Once your order has begun preparation or has been dispatched, we may be unable to make changes or halt delivery.
• For non-perishable goods, you may cancel your order any time prior to dispatch and receive a full refund in accordance with your statutory rights.
• For perishable products such as fresh flowers, we regret that you may not cancel orders once preparation has commenced, except in circumstances where we are at fault or as allowed by law.

Flowers New Eltham will always endeavour to provide the best customer care possible, but we reserve the right to deduct reasonable costs if your order is cancelled at a stage where production has started or the item has already been dispatched.

Returns & Refunds

Due to the perishable nature of most of our products, we operate under slightly different rules than for non-perishable goods:

• If your flowers arrive damaged or in unsatisfactory condition, please contact us promptly (ideally within 24 hours) and provide photographic evidence so we can investigate and - where appropriate - offer a replacement or full/partial refund.
• We cannot accept returns of perishable goods, but your statutory rights are not affected if products do not meet key standards of quality, are faulty, or not as described.
• For non-perishable items (such as vases or cards), you may be entitled to a return, exchange, or refund under the Consumer Contracts Regulations if notified within 14 days of receipt, provided the items are returned unused and in their original packaging.

Refunds, where agreed, will be processed as soon as possible and in any case within 14 days of agreement, using the original method of payment.

Customer Responsibilities

You are responsible for providing accurate information at every stage of the order process, including details for delivery addresses, messages, and any personalisation requests.

Please ensure the recipient is aware of any allergies and that flowers or plants are kept out of reach of small children and pets as some species may be toxic if ingested. It is also your responsibility to promptly inspect all goods upon receipt and follow our care instructions to maintain their condition.

Liability

Flowers New Eltham is committed to delivering quality flowers and service, but our liability is limited as follows:

• We will not be liable for any loss or damage resulting from your failure to provide correct information during the order process (such as address or recipient contact details).
• We are not responsible for delays or failures to deliver that result from events outside our reasonable control, including but not limited to extreme weather, road closures, strikes, natural disasters, or issues with third-party delivery services.
• Our liability for direct damages is limited to the value of the product ordered. We do not accept responsibility for any indirect, incidental, or consequential losses, except as provided by law.
• We do not exclude or limit our liability where it would be unlawful to do so, such as for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

Intellectual Property

All content on the Flowers New Eltham website, including product images, text, logos, and designs, is the intellectual property of Flowers New Eltham or our suppliers. You may not copy, reproduce, or use any content from our website without express written permission other than as required for personal use in ordering or reviewing your order.

Privacy & Data Protection

We take your privacy seriously and comply with all relevant UK data protection laws and regulations. Any personal information collected during the ordering process is used solely for the purpose of fulfilling your order, communicating with you about your purchase, and (where consent is given) informing you of relevant offers or updates. Please refer to our Privacy Policy on our website for further details.

Governing Law & Jurisdiction

These Terms and any disputes arising in connection with them or your use of Flowers New Eltham’s services are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction unless you are a consumer living in Scotland or Northern Ireland, in which case you may also bring proceedings in your local courts.

Changes to These Terms

Flowers New Eltham reserves the right to amend these Terms at any time. Updated versions will be posted on our website with an effective date. Your continued use of our website and services constitutes acceptance of any new or amended Terms.

General

If any part of these Terms is held to be legally invalid or unenforceable, that provision will be deleted without affecting the validity and enforceability of the remaining Terms. No delay or omission by Flowers New Eltham in exercising any rights shall operate as a waiver of such right or prevent the exercise of that right in the future.

Note: These Terms & Conditions apply to all online customers ordering flower delivery in New Eltham and the surrounding areas, ensuring clarity and fairness across all transactions.