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 printed we cannot cancel your order as it will be with the third party courier. Please email [email protected]
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 please contact us via email.
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.
Vouchers can only be redeemed for orders over £29. 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 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!
4.2 Royal Mail Guaranteed before 1 Special delivery
This service is charged at a premium rate at £8.99 and is available for Tuesday to Saturday Delivery when ordered before 1pm.
We deliver throughout the UK. However, there are certain delivery restrictions in particular areas. Though marketed before 1pm there are exceptions with this service.
We deliver the next working day in the following postcode areas:
AB30 - 39, 41 - 45, 51 - 56
HS1, 3 - 9
IV21 - 28, 40 - 49, 51 - 56
KW1 - 3, 5 - 15
KW16 Stromness Town only
PA28 - 38, 41 - 49, 76, 77
PH15, 17 - 26, 31 - 40, 49, 50
We deliver within two working days by 5.30pm to the following postcodes areas:
PA60 - 75, 78
We deliver within three working days by 5.30pm to the following postcode areas:
KW16 - non Town
PH30, 41 - 44
Some businesses won't accept Saturday deliveries, including:
Post Office® branches
We can't guarantee Saturday delivery to Herm, Sark and Alderney
For non-delivery of your order please refer back to Section 4.1. In the event of non-delivery on the requested date we will refund the delivery charge only.
This service is except for delivery pass users but can still be purchased at £9.99.
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!
Free delivery. No contract. Cancel or pause anytime
SEASONAL BOUQUETS DELIVERED REGULARLY
10 Cut off Times
- By purchasing our subscription package, you are deemed to have read and understood the below terms. This means that regular payments will be taken from your account during the recurring periods either weekly, fortnightly or monthly depending on the subscription you have chosen.
- You are not able to choose or specify the arrangement that will be delivered. Products shown on the subscription page may not be the actual size or bouquet that you will receive but are examples of the style of bouquet that you may receive depending on the seasonality and availability of the flowers. All bouquets are guaranteed for freshness for a minimum of five days.
- Discount Vouchers cannot be used to purchase subscription flowers. The cost of a single subscription inclusive of delivery is £20.
- Subscriptions are delivered via Royal Mail 1st class post.
- We do not specify the exact specific arrangement that you will receive. Our fresh subscription bouquets are florist hand picked to the value of your subscriptions using the freshest seasonal flowers. All of our flowers are sourced from ethical and sustainable farms. All products are subject to substitution. Find out more about our sustainability visiting our ethos page.
- You can cancel and pause your subscription at any point. This does not affect your statutory rights.
- Once your subscription has been dispatched it cannot be cancelled until the next due arrangement. The dispatch cut off is 4pm Monday to Friday. Subscriptions made after this point will be dispatched the next available day. Subscriptions are not available for Sunday deliveries.
- If your payment fails, we will try again the next day. If payment is still unsuccessful after 3 tires your subscription will be cancelled.
- If you pause your subscription payment will not be taken until you unpaid. Once you resume the subscription will continue indefinitely until you pause or cancel.
- We cannot guarantee a delivery date as delivery is executed via Royal Mail first class delivery. For full delivery terms please see full terms and conditions as delivery restrictions apply.
- We have the right to refuse and cancel your subscription.
- If your subscription arrives damaged you must contact our customer service team following the same procedure outlined in our terms and condition page.
- For all ordering queries speak to one of our advisors (Mon to Fri 9am-5pm) through email [email protected]
The cut of for next day delivery is 10pm Monday to Friday, 4pm 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.
HS, KW, IV, PH, AB, DD, KY, FK, PA, EH, ML, KA, DG, TD, NE, CA, DH, SR, TS, DL, BT, LD, SA, CF, NP, EX, PL, TQ, TR, IOM, ZE, KW.
11 Clearpay payment options
Full Please use Clearpay responsibly. Clearpay lends you a fixed amount of credit so you can pay for your purchase over 4 instalments, due every 2 weeks. You must be 18+ and a permanent UK resident (excl Channel Islands). T&Cs and other eligibility criteria apply. Ensure you can make repayments on time. Clearpay charges a £6 late fee for each late instalment and a further £6 if it’s still unpaid 7 days later. Late fees are capped at £6 for orders under £24 and the lower of £36 or 25% of the order value for orders over £24. Missed payments may affect your ability to use Clearpay in the future and they may pass unpaid debt to a debt collection agency. Condensed Clearpay is credit. T&Cs & late fees apply clearpay.co.uk/terms
12 International Next Day Cut-Off
13 Complaints Policy
13.1 Our Responsibilities
- Sending gifts to UK - Next day delivery Mon-to Friday is 10pm* (Exceptions see S.9)
- Cut of times for deliveries are 10pm Monday to Friday, 4pm Saturday and 2 pm on Sunday for Monday deliveries (exceptions apply, please see s.9). Orders placed after this time may not be sent out for next day or same day delivery but will be rescheduled for the next working day. For cancellation, please refer back to 1.1.
- Sending Gifts to Belgium – For next day delivery please ensure that your order is placed before 3pm.
- Sending Gifts to Denmark – For next day delivery please ensure your order is placed before 3pm.
- Sending Gifts to France - For next day delivery please ensure that your order is placed before 3pm.
- Sending Gifts to Germany - For next day delivery please ensure that your order is placed before 3pm. Please note that courier delivered Gifts in Eastern parts of Germany may take an additional working day in transit.
- Sending Gifts to Holland - For next day delivery please ensure that your order is placed before 3pm.
- Sending Gifts to Luxembourg - For next day delivery please ensure that your order is placed before 3pm.
13.1.1 To provide an efficient, fair, and structured mechanism for handling complaints.
13.1.2 To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
13.1.3 To keep customers informed as to the progress of their complaint and the expected time frame for resolution.
13.1.4 To review our complaints quarterly so that we can improve our standard of customer service.
13.2 Handling Your Complaint
13.2.1 Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days.
13.2.2 We will keep you informed of the progress of your complaint, proposed actions, and the expected time frame for resolution.
13.2.3 Our aim is to resolve complaints in a timely manner, and we will generally resolve a matter within 5 calendar days.
13.2.4 Complex complaints may take longer than 5 calendar days to resolve. In these cases, we will regularly update you on the progress and likely time frame for resolution.
13.2.5 We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
13.3.1 Please call or email our customer service if you have any complaints. We'll do our best to fix any problems you may be having with our service as soon as possible.
13.3.2 If you are not satisfied with the response tendered to you, you may ask Customer Service to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).
13.3.3 When your complaint is resolved, we will confirm this with you within 5 business days. If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to your card provider.
13.4 Statutory Rights
This procedure does not affect your statutory rights.
Prestige Gifting Ltd TA 123 Flowers TM
Company registration: 5778485
VAT Registration: 124115363