General Information for All Orders
- Orders must be placed before 13:00 Monday to Friday for Next Working Day dispatch.
- Orders can be taken in advance and stored on our system until the required date.
- An email confirmation will be sent out once the order is successful.
- We do not pass on any personal details and the only information sent out to the recipient with the gift is the personal message card.
- You are able to add delivery instructions to your order, but please bear in mind that these will be adhered to at the discretion of the delivery driver.
- Should the recipient be away at the time of delivery, a card will be left stating attempted delivery and will include details of how to collect or rearrange delivery.
- We can only deliver within the UK which includes all of England, Wales, Scotland, Northern Ireland, Channel Islands, Isle of Man, Orkney, Shetland and all of the Scottish Highlands and Islands.
- Unfortunately, we are unable to deliver to BFPO addresses, Europe and Dublin and the Rep. of Ireland.
- When ordering please enter the full address including the postcode of the recipient.
We will not be held responsible for items that are not delivered or are
delayed due to incorrect details.
Deliveries sent to hospitals, schools, military and business addresses will be delivered to a main reception or mailing room prior to internal distribution. We recommend that orders to such locations be requested for delivery on a weekday and not a Saturday. If you are sending flowers to a hospital, please check in advance that the hospital will allow fresh flowers to be delivered to the wards.
- All items include free standard delivery with Royal Mail first class post unless stated otherwise.
- Gifts delivered by this service have a 98% chance of arriving on your selected date, these can take (1) working day to arrive. All orders placed with this delivery option will receive full online tracking.
- We usually dispatch flowers (1) day prior to the delivery date requested.
- Deliveries with the first class post can take place up to 9 pm Monday to Saturday.
Circumstances Beyond Our Control
- Neither we, nor any delivery service that we use, shall be liable for any failure to perform services where such failure or delay results from any circumstances outside our reasonable control; these circumstances include but are not limited to adverse weather conditions (such as snow, flood and extreme winds), fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or industrial dispute or strike.
- Big Ben Flowers LTD does not guarantee delivery dates or times so please make sure you allow enough time for your products to arrive.
- We aim to meet these timescales, but during busy periods (i.e. Valentine’s Day, Mother’s Day, Easter, Christmas etc) deliveries may take a little longer. Therefore, during peak periods we may need to dispatch orders 1 working day prior to the requested delivery date so they may arrive early or on the intended date.
REFUND AND CANCELLATION
We will not accept any liability unless we are advised within the 24-hour period (Monday to Saturday). Please note flowers need care and attention and are known to degrade after 5 days, so please ensure to read the flower care tips in order to ensure your flowers last as long as possible.
Once your order has been accepted, your delivery date is guaranteed, provided the correct address and postcode has been entered. Failure to deliver your order under these specifications will entitle you to a refund. In the event that the recipient is not in when delivery takes place, a card will be left with a phone number to rearrange delivery, with no extra charge. Redelivery may be able to take place the following day.
For order cancellations please let us know before 13:00 at least one day before the delivery date to avoid our company incurring costs. There are no charges for cancellations of order prior to delivery.
We aim to issue refunds on all returnable items within 10 working days, and in any event within 30 days of your cancellation. Please note we require a picture of the faulty/damaged bouquet prior to requesting/processing a refund.
LIMITATION OF LIABILITY
We do not accept responsibility for any indirect loss, loss of enjoyment, loss of business, loss of goodwill whatsoever other than death or personal injury resulting from our negligence.
AVAILABILITY
Big Ben Flowers LTD endeavours to re-create the floral design and products you have chosen as accurately as possible. However, the flowers and other products offered are subject to availability, as seasonal and supply changes will occasionally affect floral designs and other items on sale. Our bouquets and arrangements are handmade, so no two will ever be identical. Should the flowers you order be unavailable, we will provide a suitable alternative matched in colour and variety, of similar or greater value without prior notice. We will send you an e-mail confirmation of our acceptance of the order including the delivery date. We will try to meet any personal requirements, communicated to us by phone or email.
ORDERS
Big Ben Flowers LTD will issue an order reference number automatically. This confirms that we have received your order correctly. Please make sure you enter your email address on the appropriate field on our Order Form. Please keep a note of your personal order number for reference. If there is any ambiguity with orders received by Big Ben Flowers LTD, we will endeavour to fulfil your order to the best of our ability and we reserve the right to cancel or refuse to accept an order request in whole or in part at any time. We prefer to have at least 24 hours’ notice of an order. We cannot accept orders placed more than a month before the date of delivery.
LIABILITY
We guarantee 6 days of freshness for your flowers (excluding funeral arrangements), from the date of delivery providing that the care instructions are followed. If any flowers arrive with substitutions, damaged, die or wilt within 2 days of delivery you should take a digital photograph of them and send it to us via our contact page.
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
You can make changes to your orders by logging in to your created account at our website. 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.
Flowers are a perishable item. For this reason, any issue must be brought to our attention within 2 days of receiving the flowers. It will not be possible to deal with an issue out with this period.
We may require photographic evidence of your bouquet should an issue be brought to our attention. This is required for instances where they may be quality issues. Requests 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, You should 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.
Small Errors
A small error such as a missing message card or wrong message will not be grounds for a refund. We support all of our customers with 100% satisfaction., in such an event our customer service team will offer to call the recipient to give the message card or offer to send the message out separately.
It is your responsibility to ensure you have provided us with the 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.
Hospital and Funeral Deliveries
Before ordering to a hospital, you must check that the hospital accepts flower deliveries prior to placing an order, as we cannot be help responsible for refusal of delivery due to the hospital policy’s. You must also check that you have the correct ward and patient details. Patients can be located to different wards on a daily basis. We can arrange alternative gifts such as fruit baskets to be delivered, should flowers be prohibited. For a funeral, items ensure that you have the correct name of the deceased’s name along with funeral locations and times.
For funeral items, ensure that you have the correct name of the deceased along with the funeral location and time. Many funeral directors will have multiple funerals in one day, so it is vital to have all the correct information in order to avoid your flowers being sent to the wrong funeral.
For deliveries to hospitals (or even universities), please specify as much location detail as possible, i.e. floor number or department, to ensure successful delivery. In some circumstances (which are out of our control), the flowers may be delivered to someone other than the recipient, such as a receptionist. Deliveries to hospitals can be difficult as patients are moved to different wards, therefore a successful delivery cannot be guaranteed. For this reason, we have the right to refuse a refund.
Additional Delivery Information
Please ensure that the recipient will be able to accept the delivery on the date selected. Please enter the most accurate delivery details, filling in all address fields; if you are not sure of the recipients postcode, we can help, simply contact us. Please note we are not liable for additional delivery costs caused by failed deliveries.
Make sure you provide the correct delivery details, as in the event we are unable to deliver due to incorrect, incomplete or refusal of delivery, we reserve the right to charge the full value of the order for redelivery.
Once dispatched we are unable to amend any delivery details. The courier delivered flowers may be delivered up until 9 pm on the specified delivery date.
Please note in some areas of the UK such as Scotland and Northern Ireland, an additional day in transit may be required, though this rarely happens, we are unable to offer a refund if this is the case.
Delivery Information
Flower Delivery Next Day Delivery (6 days a week via tracked service) – (when ordered before 13:00 Mon- Saturday)
If our couriers are unable to deliver the flowers to the recipient, they will leave a message card with details to reschedule delivery.
Next day flower deliveries are delivered via courier, we are able to deliver Monday – Saturday.
Important Delivery Information – We cannot always guarantee a delivery date, but will endeavour to deliver on your desired date as all flowers are sent using 24 hours tracked delivery service. In the event a delivery is not made on the specified date we cannot offer a refund. Deliveries are 6 days a week 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 tracked service.
PAYMENT
Upon receiving your order, we carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until the pre-authorisation check has been completed.
Your card will be debited once the order has been accepted.