Terms & Conditions
1.DELIVERY TIMES
Online deliveries are made from approximately 9am-6pm but this is not always guaranteed. Occasionally this time frame may be longer due to circumstances out of our control; for example traffic or the weather. Where possible we will always update you if your order is running significantly late. In the unlikely case that it is not possible for us to deliver on your selected date we will give you the option to either cancel your order or to re-deliver the next available day. Please note that this time frame excludes any busy holiday’s such as Valentine’s, Mother’s Day and Christmas.
2.MISSED DELIVERIES & INCORRECT DELIVERY INFORMATION
It is your responsibility as the customer to ensure that someone is home to receive the delivery on your chosen date. It is also your responsibility to detail a safe, dry or covered place for us to leave the items, in agreement with the recipient if applicable, in case someone isn’t in. Once delivered we are not responsible for items left in your agreed safe place.
If the recipient isn’t in and no safe place has been selected we will always try to deliver to a neighbour before returning the item to our studio. Once returned to our studio we will be in contact to re-arrange delivery of the same item for the next available day at an additional charge. This must be paid before the item goes out for delivery again. We will not replace bouquets or plants for a missed delivery, or where delivery details or dates have been incorrectly submitted by the customer. As flowers and plants are a live product, and therefore classed as perishables it is important that they are delivered on the intended date so that you get the best out of your flowers. We are not responsible for any wear-and-tear made due to multiple re-deliveries or for the natural ageing of live product. We do not issue refunds for missed deliveries.
3.CANCELLATIONS & AMENDMENTS TO YOU ORDER
You may cancel your online flower order up to 2 working days before delivery. For plant orders you may cancel up to 5 working days before delivery. Refunds will be made in full to the same card used at checkout. Please note this can take up to 5 working days. To cancel your order please email orders@goldstonesflowers.co.uk.
Large amendments to your order must be made a minimum of 2 working days before delivery. Please be aware that if you are changing the address of the recipient we only deliver to a select group of South London postcodes, which are priced in tiers so you may be subject to an additional charge. If the postcode is not listed then we can quote and organise a courier for you which will always be at an additional cost, with your original delivery fee deducted. For small amendments such as changing a note or a name make sure you get in touch the day before delivery so we can accommodate you. Unfortunately we cannot make any small amendments once the bouquet is with the delivery driver. For all amendments please email orders@goldstonesflowers.co.uk.
We take cancellations and amendments on a case-by-case basis. Always get in touch, even if you have missed your cancellation date and providing that the stock hasn’t already been bought, we will endeavour to accommodate you. If the stock has been bought then we must proceed with the order.Please note that we reserve the right to cancel your order at any time.
4.REFUNDS & RETURNS
If your item arrives damaged, incorrect, or is not up to satisfactory quality please get in touch as soon as possible by sending a photo to orders@goldstonesflowers.co.uk. You must send a photo within 24 hours for your refund to be considered. Our decision as professionals re: your refund will be final. We do not accept returns of fresh flowers or plants.
5.PAYMENT & ORDER CONFIRMATION
All items, including any bespoke items and deliveries must be paid for in advance. Your order is not confirmed until you have paid in full and have received confirmation via email.
6.FLOWER LONGEVITY & CARE
Our bouquets come with a care guide to help you look after your flowers. We also have this information online for you to use. You should expect your flowers to last around 5 days, with more delicate flowers within the bouquet lasting 2-4 days providing you are caring for them as per the guides. All our items go through rigorous quality control checks before they leave our studio to ensure that they arrive in perfect condition and that we are maintaining a high standard for our customers. Once a bouquet has been delivered it is the customers responsibility to care for it. We are not responsible for the result of poor care or for circumstances out of our control that may affect the longevity of the product, for example hot weather.
7.ONLINE IMAGERY
We reserve the right to have complete creative control over each bouquet that is made. We do not match our imagery online due to the nature of live product, seasonality, available stock and the varying cost of wholesale items at auction. We take reference from the photo, its detailed description of palette and the list of potential colour combinations we might use in the description box. This is detailed clearly and extensively next to each product and it is the customers responsibility to read through this when purchasing a product. You must let us know in advance if any colour of flower choices are important for us to include or exclude within reason.
8.WEDDINGS & EVENTS
Our Terms & Conditions for weddings and events are sent alongside your invoice.
9.CONTACT & COMPANY INFORMATION
Goldstones Flowers LTD
Company number: 12927094
Unit 7K Vanguard Court,
36-38 Peckham Road
SE5 8QT
orders@goldstonesflowers.co.uk