Terms and Conditions
TERMS AND CONDITIONS OF USE
1. Placing an Order
Placing orders via 123 Flowers, you are deemed to have read and understood the following terms and conditions.
1.1 Order Cancellations
All cancellation requests must be made prior to dispatch. Once an order has been dispatched we cannot cancel your order as it will be with the third party courier. Please email email@example.com or call 0800 023 8980 to cancel your order.
You can make changes to your orders by logging in to your created account at 123-flowers.co.uk. Alternatively, you can call or email our customer service team. Please note that once an order has been dispatched it will not be possible to change or alter your order.
Gifts contacting alcohol
Under the Licensing Act of 1964 (UK) and 1976 (Scotland) it is an offence for any person under 18 years to buy, or attempt to buy, alcoholic liquor. It is an offence under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland) for any person under 18 to buy, or attempt to buy, intoxicating liquor. It is an offence under Licensing (Northern Ireland) Order 1990 for any person under 18 to buy, or attempt to buy, intoxicating liquor.
We distribute alcohol via a licenced third party within permitted areas of the UK. For further licensing information call 0800 023 8980.
Refunds are 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.
Flowers are a perishable item. For this reason, any issue must be brought to our attention within 2 days or receiving the flowers. It will not be possible to deal with an issue out with this period.
We may require photographic records of your bouquet should an issue be brought to our attention. This is required for instances where there may be quality issues. Remedies absent of photography evidence will be discretionary.
It is your responsibility to check if the recipient will be able to accept the delivery of the gift. The courier, may at their own discretion, leave the item in a safe place. If the item is returned to the delivery office should no safe place be available, we will attempt to deliver again the following day. Should this be unsuccessful and the good are returned back to us we will be unable to refund the order as the goods cannot later be resold since they are perishable.
Should any delivery problem occur and we cannot get in touch with you the customer or the recipient, we cannot be responsible for the non-delivery. Refunds will be dealt with on a case by case basis in such instances.
If your recipient will not accept the delivery and the item is consequently returned to us, we will be unable to refund the item.
For items that are to be returned out with the statutory cooling off period, the customer will be responsible for the delivery costs. Should we require any item back we will cover the postage cost.
2.2 Vouchers can only be redeemed for orders over £20. Vouchers can be revoked at anytime. Vouchers hold no monetary value and cannot be exchanged. All vouchers are subject to expiration dates. Vouchers will not be active after the expiration date.
A small error such as a missing message card or wrong message will not be grounds for a refund. We back all of our customers with 100% satisfaction, in such event our customer service team will offer to call the recipient to give the message card or offer to send the message out separately. A voucher may be issued by way of a further apology.
We will always do our very best to ensure your item is delivered on the desired delivery. We cannot be responsible for late deliveries caused by a third party courier. Deliveries are 7 days a week excluding bank holiday and public holidays. We cannot refund delivery charges for where items have been delivered late. We use DPD, DX and Royal Mail for next day deliveries.
Making a purchase from 123 Flower does not enter you into a contract for the timely delivery of a product. Dates selected are desired delivery dates which we will endeavour to do our very best to have your order delivered on the desired date. Should the item be delivered late this does not constitute breach of contract. This does not affect your statutory rights. During a peak event we reserve the right to extend delivery times.
It is your responsibility to ensure a correct delivery address. We cannot accept responsibility for orders that fail delivery due to addressing errors. It is not possible to deliver to airports, army bases or PO boxes. For Hospital deliveries, you must check that the ward accepts the delivery of flowers prior to ordering as we cannot be responsible for refused orders where flowers are not permitted.
Cut of times are as follows. 10pm Monday to Friday, 5 pm Saturday for Sunday delivery and 2PM Sunday for Monday delivery.
Please note that harder reach areas such as Northern Ireland, Islands and Highlands may take and additional working day in transit. If in doubt whether your delivery will require two days in transit, please contact our Customer service team who will be able to advise. If your item is likely to need two working days in transit we will recommend to dispatch the item a day earlier.
After you have completed your purchase you will receive email confirmation outlining the requested delivery date and delivery details. It is important to check those details and to contact us as soon as possible if something is not quite right. If you have not received this email please check your junk and spam boxes. If you still cannot locate the email, contact us as soon as possible so that we can confirm receipt of your order.
We cannot be liable for delivery failures caused by incorrect shipping information.
Hospital and Funeral Deliveries
You must check that the hospital will accept a florist delivery prior to dispatch as we cannot be liable for refused due to Hospital policy. You must also check that you have the correct ward and patient details. Patients can be located to different wards on a daily basis. Check first as we can arrange alternative gifts such as fruit baskets to be delivered should flowers be prohibited.
For funeral items ensure that you have the correct name of the deceased's name along with funeral locations and times. Many funeral directors will have multiple funerals in the one day so if is vital to have all the up to date information to avoid your flowers going to the wrong funeral!
Confirmation of Delivery
Once flowers have been tracked as delivered, or signed for, this will be adequate proof for successful delivery.
Our customer care team at 123 Flowers are here to help you! They are here Monday to Friday 9 to 5. During peak times additional support will be provided.
4.1 Equal Treatment
Our customer service team are here to help you! Please be nice to them, they work hard to ensure your satisfaction. All our agents reserve the right to forward calls or emails to the relevant authorities should they be considered threatening or abusive. Help us to help you. Calls may be terminated if you repeatedly swear, we wouldn't want our staff to take a call you wouldn't take yourself!
100% Satisfaction Guarantee
We seek to get each order right first time, every time. We protect you with our Policy for 100% satisfaction guarantee. This is what it means, there are a few nitty bits below we need to bring your attention to, sometimes things can go wrong, our florists are humans not robots!
If the product received falls below the expected standard, tell us about it as we want to put it right. You can email or call one of our friendly team members who will work to resolve.
As much as we want everything to be perfect, we cannot be responsible for errors caused by thirs parties such as couriers or instances where there is bad weather or any other occurrence that delays or prevents the delivery of your order. The policy does not apply to such instances.
The policy is not applicable for addressing errors caused by incomplete or incorrect posting details, nor is it applicable for instances where the product has been refused either by the recipient or delivery restrictions out with our control.
If the flowers have been delivered 3 days late, we will refund the delivery cost back to the account used to pay for the order. Remote areas can take an additional delivery in transit. We recommend that you check toto see if your delivery area falls within this category. Deliveries during peak events such as Christmas, Valentine’s Day and Mother’s day may be delivered early to avoid peak congestion to ensure your order is delivered before and not after the event.
If your bouquet has arrived thirsty, with proper care the length of time your flowers last will increase. We provide care guides with each order, please follow this. Flowers are after all a living product and require a bit of TLC. If you believe the flowers are below the requires standard, send us a picture within 48 hours so a Florist professional can asses them.
All flowers are seasonal; colours and sizes of heads can vary throughout the year. Should a particular stem not be available we will substitute with a species of same or greater value. The substitution of the stem will be chose n to give the same theme of the bouquet, e.g a blue bouquet will have a blue stem replaced if a particular blue stem was seasonally unavailable.
Helium Balloons are sold and dispatched separately via Royal Mail. Balloons are subject to availability, colour and design may vary however we will always ensure that a suitable balloon is delivered with the order. All balloons are of equal value except for the ‘add on’ 4.5" balloon that is charged at £4.99. If for whatever reason the specific design ordered is not available, we will endeavour to send a balloon suitable for that occasion.
Our birthday cakes are vegetarian! All handmade, they do contain alcohol which is typical for fruit cakes. The size of each cake is 7.5cm by 7.5 cm and 4.5 deep.
If the wrong size has been delivered, we will of course refund you the difference, we may give you a voucher for future use by way of further apology. This does not affect your statutory rights.
If we forget to put your add on with your add on (e.g bear, cake balloon wine etc) we will of course apology and offer to either send the item out as soon as possible or refund to you the amount paid for the add on.
If we deliver the wrong bouquet, 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.
Should there be any issue with your order, for us to deal with the issue and investigate we need to hear from you within 2 days! After thi period it will be difficult to investigate and deal with the issue. Items that are advertised are free are a guarantee. If for whatever reason the item has been omitted we will send the free item out at the earliest.
We are vigilant online! And so should you be! 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 authorities to investigate. We keep records of all fraudulent activity and share it with the online community and the Police. We have state of the art software systems in place that can detect fraud. If you are a fraudster, I would go elsewhere!
9 Cut off Times
The cut of for next day delivery is 10pm Monday to Friday, 5pm Saturday for Sunday delivery and 2pm Sunday for Monday delivery.
Please note the following post codes as we cannot guarantee next day delivery. We recommend ordering before 4pm.
Prestige Gifting Ltd TA 123 Flowers TM
Company registration: 5778485
VAT Registration: 124115363
UK 0344 310 5555