These terms and conditions set out the legal relationship which is entered into by a person placing an order via this website (“you”). This website is operated by Funeral Flower Ltd. (“we” or “us”). Sections 7, 9 and 13 apply to all users of this web site irrespective of whether an order is placed. These terms and conditions should be reviewed alongside our website Privacy Policy.
1. Basis of Contract
1.1 Our products are prepared, supplied and delivered directly to the recipient who ordered them, by us and our contractors.
1.2 By placing an order on this website you agree to purchase the products contained in your order and agree to be bound by these terms and conditions. The contract of sale is formed when you receive our email confirming your order. The contract of sale is concluded between you and us when the goods are delivered as requested.
2. Products
2.1 We make every effort to ensure that the availability information on our website is accurate and up to date, but there may be occasions when products advertised are not available for delivery to your chosen address on your chosen date.
2.2 Where your chosen product is unavailable a substitute of equal or greater value may be substituted without notice.
2.3 Flowers may be delivered in bud form to ensure a longer life.
2.3.1 To protect the bouquet, roses are sent out with guard petals, or their outer petals in order to ensure their safety. Please note that guard petals are usually a bit discoloured, therefore upon arrival of the flowers, the guard petals should be taken off.
2.4 In the event that we are unable to supply your chosen product or a suitable substitute product we will notify you as soon as we can and reimburse your payment.
2.5 Additional free giveaway products (e.g. chocolates, pop-up vase) are subject to stock and are not guaranteed.
3. Prices and Ordering
3.1 Prices shown on this website are subject to change without notice. All prices shown include VAT at the appropriate rate where applicable.
3.2 In order for us to deliver your order on the date you have requested we require complete and accurate details of the recipient, including a recognisable recipient name, address details, postcode and contact telephone number(s). Please note that UK orders can only be accepted for delivery to addresses on the UK mainland. We are unable to deliver to PO boxes, to the Republic of Ireland, Isle of Man or Channel Islands.
3.3 Your order will only be processed once full payment has been received. We are able to accept payment by all major credit and debit cards. If you are experiencing any problems processing your order, please call our Help Line on 020 3900 0611.
3.4 When your payment has been processed you will be sent an email with a unique purchase reference number. Please make note of this, and use this reference number in any subsequent correspondence.
3.5 Please note that during the order process or registration your input information is captured live at the individual field level. In the event that an order or registration field is only partially completed, we may use your email address captured in this way to send a follow-up email to request missing information that is necessary for us to process your order.
3.6 Online discount voucher codes can only be used against purchases made from this website and cannot be used in conjunction with any other offers. Voucher codes must be entered at the point of placing your order within the discount box provided on the checkout page. Only one voucher code is permitted per order. Voucher codes entitle you to a percentage discount on product prices only; the discount does not apply to delivery charges. The voucher codes have no cash value, and there is no cash alternative. Restrictions may apply and will be communicated at the point of the code being offered to you on respective marketing materials. We reserve the right to discontinue voucher codes at any time.
4. Delivery
4.1 Delivery charges (where applicable) are set out on the product and ordering pages of this website.
4.2 Deliveries are generally available Monday to Sunday in mainland UK. Delivery is not available to PO boxes, to the Republic of Ireland, Isle of Man or Channel Islands. Please call us on 020 3900 0611, if you require a special delivery at these times to see whether it is possible for us to arrange this delivery request.
4.3 Where you have chosen a delivery method allowing for delivery on a specific date we will always try our best to arrange for delivery of your order on the date you have requested (please note specific terms for items delivered by post set out in 4.8 below). There may be rare circumstances which mean we will not be able to do this. In such circumstances you will be given prior notice wherever possible and we will make arrangements to ensure delivery is achieved as close to the requested date as possible.
4.4 When delivery is to be made to locations where a third party recipient is involved (such as hospitals, airports, hotels and ships) delivery cannot be guaranteed. In respect of courier orders to such recipients, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to the recipient. When delivering to hospitals we generally try to arrange delivery by ward or in the case of courier deliveries to the hospitals goods in section. However, it is always possible that delivery will be rejected by the hospital or other third party recipient and we cannot accept any liability or offer a refund or replacement where this is the case.
4.5 Deliveries to a funeral home are usually accepted by the Funeral Home Director. It should be clearly stated who the funeral flowers are for.
Please note that for deliveries made to a crematorium, it is likely they will not have anyone solely responsible to accept the parcel. Prior to sending flowers to a crematorium, please consult with crematorium service employees to ensure someone will be available to accept the flowers, and where possible, inform us of the recipient due to accepting them.
4.6 If there are difficulties in delivering your order to the intended recipient we reserve the right to contact the recipient using the contact details you provide on the order form. If you have not provided a telephone number for the recipient and their telephone number has not been registered as ex-directory we may take steps to obtain their telephone number in order to achieve a satisfactory delivery. In circumstances where we cannot contact the direct recipient, we may contact you, as a proxy, to resolve delivery issues.
4.7 Whilst delivery confirmation will not automatically be sent to you, for items delivered by courier or florist we should be able to give verbal confirmation or updates on request. Where an order needs to be traced we will use our reasonable endeavours to do so as quickly as we can. Unfortunately, we are unable to provide delivery confirmation for items delivered by post.
4.8 Please note that if you order a number of items for delivery to the same address, they may be dispatched separately and we cannot guarantee delivery on the same day.
4.8.1 Items going to the same address which require to be despatched separately, due to size and dimensions, may be charged as separate deliveries.
4.8.2 Same day deliveries apply to London postcodes only (any postcodes within the M25). Same day delivery is available for orders placed prior to 2 PM (UTC). Same-day orders will be accepted until 4 pm.
4.9 Items delivered by courier
4.9.1 Flowers By Courier cannot be delivered to certain postcodes. Courier delivery is available to most UK mainland addresses. Unfortunately we cannot offer deliveries to Ireland. Deliveries to Scotland may take up to 2 working days.
4.9.2 Standard delivery is between 8 am and 6 pm.
4.9.3 Delivery options include:
Delivery prior to noon and standard shipping. Funeral Flower Ltd. is not liable for any deliveries not being made on time, as the couriers are a third party.
4.9.4 Should you, as the client, make any changes to delivery address or time with the courier directly, Funeral Flower Ltd. cannot be held responsible should deliveries be unsuccessful.
Please note, that change of address may result in a delayed delivery of the flowers.
5. Cancelling or changing Your Order
5.1 If, for any reason, you wish to change or cancel your order you can do so by calling 020 3900 0611 or email: [email protected]. Alternatively, you can cancel your order. Please give at least 72 hours notice before the requested delivery date. Cancellation made within 72 hours of scheduled delivery will require full payment.
5.2 We regret that you may not change or cancel an order for (i) perishable products once your order has been dispatched, or (ii) customised goods if at the time you seek to cancel, the customisation process has begun.
5.3 In respect of non-perishable non-customised goods you may cancel your order from the point at which you place your order until 14 calendar days after you have received your goods. You will be offered reimbursement for your cancelled items. However, if you exercise your right to cancel, you will be responsible for the costs of returning the goods which must be returned within 14 calendar days of cancelling. You are not entitled to reimbursement of costs for enhanced delivery. Funeral Flower Ltd. have the right to deduct an amount for the diminished value of goods.
5.4 You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.
6. Cancellations by us:
6.1 We reserve the right to cancel the contract between us if:
6.1.1 we have insufficient stock to deliver the Products you have ordered; or
6.1.2 the price or description of the Products was listed incorrectly due to a typographical error or an error in the pricing information received by us from our suppliers.
6.2 If we do cancel your contract we will notify you by email and refund any sum paid by you to your credit or debit card. We are not obliged to offer any compensation for loss or disappointment suffered by you.
6.3 Any free promotional items are limited to one per order per customer and are subject to stock. The inclusion of free promotional items is not guaranteed with your order. Any duplicate items will be shipped as a singular item.
7. Complaints, Refunds and Returns
7.1 We are fully committed to ensuring that you receive the best possible service in relation to orders dealt with by us.
7.2 If you аre not satisfied with the service that you have received, please let us know and your complaint will be investigated. Our complaint handling process is available online by using the Contact Us link, or we can be contacted by phone: 020 3900 0611.
Lines are open from
Mon - Fri 7.00am - 7.00pm
Sat - 10.00am - 6.00pm
Sun - 10.00am - 6.00pm
or by email: [email protected]
7.3 We aim to respond to all queries within three working days and deal with complaints fully within five working days. Please be aware that at our busiest times of year (around Valentine's Day, Mothers Day and Christmas) this may take slightly longer.
7.4 Because of the perishable nature of our cut flower products and in order to assist us in resolving your complaint please make any complaint within 3 working days delivery of your order where possible. Complaints made after 7 working days of the date of delivery may not be able to be processed.
7.5 In the event of any complaint please contact us directly and we'll do all we can to resolve the situation to your satisfaction.
7.8 Where your complaint relates to late delivery, non-delivery or other service issues and we are satisfied that it is genuine we will (where we have fulfilled your order directly) give you an appropriate replacement or refund.
7.9 Your statutory rights are not affected by anything in these terms and conditions.
8. Privacy Policy
Our Privacy Policy can be found here.
9. Liability
Save in the event of: (i) death or personal injury caused by our negligence or that of agents or contractors; (ii) fraud; (iii) any liability we may have under UK product liability legislation; and (iv) any other liability which cannot legally be excluded, our liability to you in respect of any order you place is limited to the value of the order including any VAT and delivery charges.
10. Intellectual Property
All intellectual property rights (including copyrights, trademarks and design rights) in the content of this web site are owned or controlled by us. In accessing our web pages, you agree that you may only download the content for your own individual and non-commercial use. You are not permitted to copy, share, broadcast, download, store (in any medium) transmit, show or play in public, adapt or change in any way the content of our web pages for any other purpose without our prior written permission. If you do wish to utilise our content, please contact us on 020 3900 0611 and detail your reasons; we will give full consideration to your request, but approval is not guaranteed.
11. Third-Party Information
We cannot be held responsible for material displayed on third party websites (such as directory or price comparison sites) or any other third party materials. We make regular updates to the information on our website, and this may not always be reflected on third party websites. The only prices that apply to our products are those stated in our catalogues and on our website.
12. Policies and Terms & Conditions
We reserve the right to make changes to our website, policies, and these terms and conditions at any time. We advise our customers to regularly review our terms and conditions, and privacy policy to ensure you agree to these. The terms and conditions are applicable to any order and will be those in force at the time when the order was placed. By placing an order with us via our website, you agree to adhere to all terms and conditions detailed within this policy. If any of these conditions are deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.
13. Events Beyond Our Reasonable Control
We will not be held responsible for any delay or failure to comply with our obligations under these terms and conditions if the delay or failure arises from any cause which is beyond our reasonable control. Such causes would include (but are not limited to) extreme weather conditions, fire or flood, national emergency, and industrial action.
14. Governing Law and Jurisdiction
These terms and conditions are governed by the laws of the United Kingdom. You agree to submit to the exclusive jurisdiction of the English courts in respect of any disputes arising from these terms and conditions or otherwise arising in respect of any order placed by you.
15. Email
If you do not wish to receive marketing emails in the future, either unsubscribe by using the unsubscribe link in the email, or contact customer services using the contact details listed in Section 4. For further information, and personal details, please refer to our privacy policy.
