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Terms and Conditions

TERMS AND CONDITIONS OF USE

1 Placing an Order

When you place an order with Prestige Gifting Ltd trading as Prestige Flowers in partnership with the Barnardo's either by telephone or via the website www.barnardosflowers.co.uk you are deemed to have read and understood the following terms and conditions. For each order, 25% of the total value excluding premium delivery charges will be donated to the charity.

1.1 Cancelling your order

Orders can be cancelled 48hr prior to the specified delivery date by emailing [email protected] stating your order number and reason for cancelling. Please note, once orders have been despatched, we cannot cancel it due to the perishable nature of the product. We cannot cancel orders during peak events which can be processed four days prior to despatch. Once we have received your cancellation request, we will send you an email requesting confirmation that you wish to cancel, and you will need to reply to this email to confirm.

1.1.1

Individual receipts for the total amount of your order donated to the charity are not available as funds are paid to the Barnardo's charity quarterly from Prestige Gifting Limited accounting for total revenue during the applicable periods.

1.2 Changes to orders

1.2.1

Orders can be cancelled 48hr prior to the specified delivery date by emailing [email protected], stating your order number and reason for cancelling. Please note, once orders have been despatched, we cannot cancel it due to the perishable nature of the product. We cannot cancel orders during peak events which can be processed four days prior to despatch. Once we have received your cancellation request, we will send you an email requesting confirmation that you wish to cancel, and you will need to reply to this email to confirm.

1.2.2

We regret that we cannot except returns for perishable products. For all other products, they may be returned and refunded if they are returned within 14 days from day of receipt. All refunds will be made within 14 days of receiving the returned item. Usually refunds are processed within 3 to 4 working days.

1.3 Alcoholic gifts

1.3.1

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.

1.3.2

All Alcoholic gifts are distributed to permitted areas of the United Kingdom via a licensed third party. For all licensing and supplier information please contact our customer service centre on 0800 023 6234. Lines charged at your standard network rate.

2 Refunds

Due to the perishable nature of all flower deliveries any complaints and refunds will be dealt with on a case by case basis and will be at our discretion.

2.1

Please note flowers may only be returned/replaced/refunded if the complaint is made within 48 hours of receipt, this may be made by telephone of email, we are not liable for any complaint made out with this time. If the flowers we delivered are not what you ordered or are damaged or defective, or the delivery is of an incorrect quantity, we shall bear no liability to you unless you notify us of the problem within 48 hours of the delivery of the products in question. If a refund is agreed Prestige Gifting will issue a refund within 7-10 business days of receiving your returned goods. Please note the Distance Selling Regulation does not apply to flowers and plants due to the nature of perishable goods, but does apply to other gifts we sell.

2.1.1

If flowers are disposed without photographic evidence any remedy will be discretionary.

2.1.2

The burden is with the sender to inform the recipient of the delivery of flowers; if the flowers are left in a safe place at the discretion with the courier we are not liable thereafter for the safe receipt of the goods. We will endeavour to redeliver if goods are returned. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own; we are regrettably unable to offer a refund or complimentary re-delivery. Any remedy will be discretionary.

2.1.3

If we cannot get contact with the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non-delivery if Barnardo’s Flowers have tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary.

2.1.4

Barnardo’s Flowers are not responsible for any order where the recipient refuses to accept the item. Barnardo’s Flowers will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.

2.1.5

For items that are returned the consumer will bear the costs for the return of that item. We regret that we cannot refund return postage costs.

2.1.6

We will be able to make a deduction refund for any diminution in value of the returned goods due to handling which goes beyond the sort of handling that might be reasonably allowed in a shop.

2.2 Vouchers:

Any voucher issued by Prestige Gifting Ltd will bear no monetary value and may be subject to change. Vouchers may be revoked or altered at any time at the company’s discretion. For the use of vouchers only, there is a minimum order value of £20.00. Vouchers entered for orders below this value will not be accepted and not sum will be deducted from the total value at checkout. There is a limit of 1 voucher redemption per order. Vouchers may only be redeemed on the web at the checkout stage and cannot be redeemed over the telephone. Some vouchers will have an expiration date. Check the voucher issue for further details as expired vouchers may not be honoured.

3. Small Errors

In the event of small errors in the order such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order. We believe in being fair and reasonable in circumstances like this and a customer care team member will always request to call the recipient to apologise & read out the message. These rare errors do happen as the florists are only human. We may also offer a voucher as a further form of an apology to the customer.

4. Deliveries

Here at Barnardo’s Flowers standard delivery is offered free of charge via Royal Mail First Class post. Please allow 1-2 working days for delivery. Please note that first class deliveries are not tracked. We cannot deliver on Sundays or Bank holidays via this service. Deliveries can take place from 9:00am to 6:00pm Monday to Friday and up to1pm on Saturday. We offer an upgraded delivery service via Royal Mail next day Tracked 24 charged at a premium of £5.80. This is a tracked next day service.

4.1

We cannot always guarantee a delivery date, but will endeavour to deliver on your desired date as all flowers are sent using a 24 hour delivery service the day before your chosen date. In the event a delivery is not made on the specified date we cannot offer a refund unless extra was paid for same day delivery, however for exceptions please see our 100% Satisfaction Guarantee. Delivery days are Monday to Saturday excluding bank holidays. Any orders made for delivery on a bank holiday may be delivered the next working day unless otherwise stated. Next day flower deliveries are delivered via Royal Mail

4.1.1

By making a purchase from Prestige Gifting Ltd you are not entering into any contract that guarantees a specific time between times stated. At peak times we reserve the right to extend delivery times. During peak periods, if we miss the specified delivery date but still deliver the order you will not be entitled to a full refund. Any remedy will be discretionary.

4.2

We will always attempt to deliver your order to the address that was entered on the order page. It is vital that a complete address in provided such as flat number, post code, unit, room number, street address and town. For hard to reach areas please contact customer services and provide us with additional information. We cannot deliver to PO boxes, army bases or airport terminals.

4.2.2

Cut of times for deliveries are 4pm Monday to Friday and 11am on Sunday for Monday deliveries. For same day delivery, the cut of is at 3pm. 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.

4.2.3

Please note that in some circumstances courier delivered products to Northern Ireland, Scotland, Islands and harder reach areas may take an additional working day in transit.

4.3

After you have placed your order you will receive an email confirming all the details. It is important that you check that these details are correct as amendments may not be accepted after this time. We advise that you check your junk box for emails from Prestige Gifting Ltd if you have not received an email. If you do not receive this email you must contact customer services.

4.4

We are not liable for delivery failure where incomplete or incorrect shipping has been provided, this includes incorrect post codes. The onus is on the customer to check that the information is correct. Any arrangement to resend a replacement bouquet will be at the company’s discretion.

4.5 Hospital and Funeral Deliveries

When placing an order for a patient or member of staff at a hospital, it is important to check prior to purchase that the hospital will accept a florist delivery. It is important to provide us with an up to date ward number for a particular patient as some wards will accept flowers and other will not. We are not liable for instances where a delivery is refused for a hospital order. Any remedy sought will be discretionary. For funeral deliveries we must receive the order at least 24 hours prior. If the order is to be delivered at the funeral directors, the name of the deceased must be provided along with the time and date for the funeral

4.5.1 Confirmation of Delivery

If flowers are signed for, either at a house, hospital, hotel or reception, this will be adequate proof that the order was delivered successfully to your recipient.

4.5.2

If the recipient is out at our time of call, we may leave it with a neighbour or in a safe place unless otherwise instructed not to do so. If this is not possible the driver will attempt to deliver the next day. It is at the drivers’ discretion where the order is left. For late delivery in such instances, refunds will be discretionary. Where there have been two unsuccessful delivery attempt we will not be liable. Any resend or refund will be at our discretion.

5. Customer Care

Our dedicated customer service team aims to provide you with the best possible customer experience on the internet. They aim to deal with all enquiries quickly and efficiently. They strive to give all our customers 100% satisfaction and operate from the hours 9.00am to 5.00pm Monday to Friday. Office hours extend at peak periods.

5.1 Equal Treatment

The customer service team treat all of our customers with respect and they deserve to receive the same. Any email received which may be considered offensive or abusive will not receive a reply and we may refer such emails to the appropriate authorities. We reserve the right to remove a customer’s account if we consider that customer is behaving in an inappropriate way. If in the event a customer is in a telephone conversation with a member of staff and that staff member feels threatened or abused, the conversation will be terminated. Please note that calls are charged at 10p per minute plus your standard network rates for our sales and support line, our customer service line is charged at your standard network rate. Email and live chat support is provided free of charge.

6. 100% Satisfaction Guarantee

Doing all we can to ensure a fresh bouquet is delivered to your recipient. At Prestige Gifting Ltd we deliver millions of bouquets a year to every corner of the United Kingdom to delighted recipients and strive to give the best possible service and deliver the best and freshest bouquets expertly arranged by our team of florists. From time to time things can go wrong and mistakes can happen which is saddening to us and we take it personally if our service has not been anything but plain sailing. We are human after all but we really do try our best to get it right the first time every time.

6.1

I

f you are not 100% happy with your buying experience with us please get in touch and let us know, we really do appreciate feedback from you guys and are always striving to better our service. You can get in touch via email or our state of the art live chat service where one of our customer service team will be very happy to assist you. If a problem with your order was directly our fault we will strive to make you a happy customer again.

6.1.1

Our 100% satisfaction guarantee only covers the aspects of our business that we have direct control over and does not cover the actions of third parties.

6.1.2

Our 100% satisfaction guarantee is not applicable to issues that are not directly under our control for example if a customer enters an incomplete or incorrect delivery address, if a delivery is refused by the recipient or business/Hospital, if multiple delivery attempts are made unsuccessfully, delays in transit, if we are awaiting missing information from the customer i.e. a missing address line or inaccurate delivery information. Please also note, once flowers have been despatched, we are unable to change the address.

6.1.3

Our courier delivered flowers are exempt from our 100% satisfaction guarantee as once they are picked up by the courier they are out of our direct control. Refunds and resends are at our own discretion and will all need to be investigated with our courier before any action can be taken due to the sheer volume of parcels the courier deals with. This may take up 7 working days.

6.1.4

In the unfortunate event of a non-delivery on the delivery date you selected, Barnardo’s Flowers will either refund you in full or redeliver and upgrade your order to your recipient. This does not apply to our courier delivered flowers.

6.1.5

In the unfortunate event of late-delivery (over 3 working days) of the delivery date you selected, Barnardo’s Flowers will refund the delivery cost to you. Some areas require an additional working day in transit. Such remote areas include the Channel islands, The Isle of Man, Jersey, Shetland Islands, The further reaches of Scotland & Wales, The Isle of Skye and other islands around the UK. Deliveries may be early during peak events to ensure delivery of your order.

6.1.6

If your bouquet has arrived in a poor state we will of course send out a replacement bouquet. Please note with proper care and fresh water the longevity of your flowers will be increased. We require a photo to clarify the condition of the flowers within 3 days.

6.1.7

If for whatever reason Barnardo’s Flowers are unable to fulfil your order we will refund the full amount to you or will redeliver the bouquet at a later date and upgrade it to a greater value free of charge.

6.1.8

All flowers and colours are subject to availability and seasonal availability and are therefore subject to substitution. Orders will be made up with equal or greater value; this applies to our same day range.

6.1.9

Please note that balloons are matched specifically to an occasion. Balloons are subject to availability, colour and design however we will always ensure that a suitable balloon is delivered with the order. All balloons are of equal value. Our display of occasional balloons are for illustration purposes only and may not be the design you necessarily receive.

6.1.10

Occasional cakes are suitable for vegetarians and are handmade. Please note that cake icing designs are matched specifically to an occasion given at the time of ordering. All cake designs are subject to availability, colour and design however we will always ensure that a suitable cake is delivered with the order. The size of the box is 7.5cm x 7.5cm and 4.5cm deep.

6.1.11

In the rare instance human error leads to the wrong bouquet size being delivered, we will refund the difference between the size received and the size ordered only; we may issue a voucher for future use. Any further award will be discretionary.

6.1.12

If human error results in the omission of an 'add on' (such as a bear, box of chocolates, vase, bottle of wine, champagne or cake etc.) we will refund the amount paid for the omitted 'add on' item only. Any further remedy will be discretionary.

6.1.13

Please note vases are subject to availability, colour and design. All vases are of equal value. Any vase pictured on the site is for illustration purposes only and may not be the design you necessarily receive.

7.

If for whatever reason we deliver a bouquet not suitable for the occasion we will send out the correct bouquet to your recipient, we may require a photo to clarify which flowers were delivered purely for our own records. This excludes bouquets that have had blooms replaced due to them not being available or are out of season as they will be replaced by blooms/flowers of an equal to greater value.

7.1

Please note, free items are subject to availability at the time of purchase. We must be notified within 7 days of any issues with your order. All compensation for problematic orders will be in the form of a full or partial refund against the original amount. Our office hours are Mon-Fri 9AM to 5PM, all correspondence will be handled within this time frame.

8 Fraud

If we believe any order to be fraudulent we reserve the right to cancel and refund that order. We are not obligated to explain our reasoning.

9 Cut Off Times

Our cut off times are 3pm for same day delivered products and 4pm for next day delivered products. Orders received after this point may not be despatched in time and may be sent the next day, we will email to confirm that this is ok giving the option to cancel. If we do not receive a response we will deliver the order on the next working day. Next day delivery is not guaranteed as next day flowers are fulfilled by a courier.

10 International Deliveries

Our cut off times for international deliveries vary from country to country. Please note the following times below. Orders received after this point may not be despatched in time and may be sent the next day, we will email to confirm that this is ok giving the option to cancel. If we do not receive a response we will deliver the order on the next working day.

10.1 Courier & Same day Cut Off Times

All Times are listed in GMT

International Next Day Cut-off: 4pm

Sending Flowers to UK - For same day delivery ensure your order is placed before 3pm.

Sending Flowers to Australia - Due to the time difference same day delivery is not possible to Australia. For next day delivery ensure your order is placed before 5pm.

Sending Flowers to France - For same day delivery please ensure your order is placed before 11am. Please note that Monday deliveries cannot be guaranteed as most florists are closed. Please note that courier delivered flowers in France may take an additional working day in transit.

Sending Flowers to Holland - For same day delivery please ensure your order is placed before 11am.

Sending Flowers to Italy - For same day delivery please ensure your order is placed before 11am. Please note that Monday deliveries cannot be guaranteed as most florists are closed.

Sending Flowers to Spain - For same day delivery please ensure your order is placed before 11am. Weekend deliveries cannot be guaranteed.

Sending flowers to the USA - For same day delivery please ensure your order is placed before 5pm. Weekend deliveries cannot be guaranteed.

Sending Flowers to Canada - For same day delivery please ensure your order is placed before 5pm. Weekend deliveries cannot be guaranteed.

Sending Flowers to Germany - For same day delivery please ensure your order is placed before 11am. Weekend deliveries cannot be guaranteed. Please note that courier delivered flowers in Eastern parts of Germany may take an additional working day in transit.

Sending Flowers to Ireland - For same day delivery please ensure your order is placed before noon.

Sending Flowers to New Zealand - Due to the time difference same day delivery is not possible to New Zealand. For next day delivery ensure your order is placed before 3pm. Saturday afternoon deliveries are not guaranteed.

Sending Flowers to Sweden - For same day delivery please ensure your order is placed before 11am.

Prestige Gifting Ltd
E Mill
Dean Clough
Halifax
HX3 5AX


Company registration: 5778485
VAT Registration: 124115363

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