Florist St Paul’s Cray E-Commerce Terms & Conditions for Flower Delivery

Agreement Overview

These Terms & Conditions ("Terms") apply to your use of the online flower ordering and delivery services provided by Florist St Paul’s Cray ("we", "us", or "our") for customers in St Paul’s Cray and the surrounding areas. By placing an order through our website, you agree to be bound by these Terms. Please review them carefully before submitting your order, as they set out your rights and obligations regarding the purchase and delivery of flowers and related products from our online service.

Order Process

All orders for flowers and related products must be placed online via our website. When you make a purchase, you are making an offer to buy goods in accordance with these Terms. The process is as follows:

Browse our product selection and add the desired items to your basket.
Proceed to checkout, where you will be required to provide delivery information, select a delivery date, and any specific delivery instructions.
Review your order summary and provide payment details in accordance with our accepted methods of payment.
Submit your order. After submission, you will receive an order confirmation onscreen and by email, if provided. This acknowledgment does not constitute acceptance of the order.
Acceptance of your order and the formation of the sales contract occur once you receive a dispatch confirmation from us, after which the ordered goods will be prepared and dispatched.

Your responsibility is to ensure that all details you provide during the order process (including recipient names, addresses, and delivery instructions) are accurate and complete. We will not be responsible for delays or non-delivery arising from incorrect or incomplete information.

Flower Availability and Substitution

Our flower arrangements may vary due to seasonal availability and supply. While we strive to deliver the exact flowers displayed on our website, we reserve the right to substitute items with others of equal or greater value and quality when necessary. Substitutions will be made with regard to the overall style and theme of the selected arrangement.

Where significant changes are necessary, we will attempt to contact you using the contact information you have provided.

Pricing, Payment & VAT

All prices listed on our website are in GBP (£) and inclusive of VAT where applicable. Delivery charges, if any, will be clearly displayed at checkout and added to the total price before you complete your purchase.

We accept payment through the methods specified on our checkout page. Payment must be made at the time of ordering. Your card or account will be charged upon order confirmation. If payment is declined or not authorised, your order will not be accepted or processed, and we bear no liability for non-processing as a result of payment issues.

We take reasonable care to ensure that our website is secure and that payments are processed safely, using third-party payment processors in accordance with relevant security standards.

Order Amendments and Cancellations

You may amend or cancel your order up to 24 hours before the chosen delivery date. To request an amendment or cancellation, please contact us using details provided on our website. Amendments or cancellations with less than 24 hours' notice may not be possible, especially where flowers have already been dispatched or prepared, and in such cases, no refund will be available.

If you cancel within the permitted timeframe, we will process a full refund to your original method of payment within 5-7 working days.

For special events (e.g., Valentine’s Day, Mother’s Day, Christmas), longer cancellation notice periods may apply due to increased demand and early preparation of orders. Such exceptions will be specified on our website during the relevant periods.

Deliveries – St Paul’s Cray & Surrounding Areas

Our flower delivery service covers St Paul’s Cray and surrounding districts. Delivery dates or times chosen at the time of order are estimates and not guaranteed, though we endeavour to fulfil all deliveries within the selected day.

Flowers are usually delivered directly to the recipient’s address provided during checkout. If the recipient is not available, we may leave the arrangement with a neighbour or in a safe place (as per your instructions), or leave a delivery notice for the recipient to rearrange delivery or collection. Ownership and risk pass to you once the order has been delivered in accordance with your instructions.

Failed Deliveries

If we are unable to deliver because no one is present and no safe place is specified, or the address information is incorrect, we will attempt to contact you or the recipient for further instructions. If redelivery is required due to recipient unavailability, an additional delivery charge may be applied. Perishable nature of flowers limits the period for holding and redelivering items, and after 24 hours without successful delivery, we reserve the right to cancel the order with no refund.

Returns and Refunds

As fresh flower products are perishable, we do not accept returns for unwanted items. In the unlikely event that the products received are faulty, damaged on arrival, or not as described, please contact us within 24 hours of delivery with a clear description and photographic evidence where possible. We will review your claim and, if valid, offer a replacement, partial refund, or full refund at our discretion. Replacement or refund decisions are at our sole discretion and do not affect your statutory rights.

Quality and Satisfaction

We pride ourselves on the quality of flowers used for online flower delivery in St Paul’s Cray. Flowers are living products and some variation in colour, size, or maturity is natural. Proper care (e.g., trimming stems, use of conditioning sachets, regular water changes) as per our included instructions may be necessary to ensure longevity and freshness.

If you have concerns about product quality, please notify us as soon as possible after delivery, providing relevant photographs and details so we can address the issue promptly.

Promotions, Discounts & Vouchers

Occasionally, we may offer promotions, discount codes, or vouchers for flower delivery in St Paul’s Cray. Such offers are subject to their own additional terms as specified at the time. Only one promotion or voucher may be used per order, unless otherwise specified. We reserve the right to withdraw or amend such offers at any time without prior notice.

Personal Messages

You may include a personal message with your flower order for delivery in St Paul’s Cray. We reserve the right (but are not obliged) to refuse to pass on any message we consider offensive, inappropriate, or otherwise unsuitable.

Our Liability

Your statutory rights as a consumer in the UK are not affected by any of these Terms. However, our liability for losses you suffer is limited as follows:

We are not liable for any indirect or consequential losses, nor for any loss due to circumstances beyond our reasonable control (including but not limited to extreme weather, supply interruptions, or third-party delivery failures).
Our total liability for any direct loss or damage arising from a breach of these Terms will not exceed the value of the order placed with us.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, for fraudulent misrepresentation, or for other liabilities which cannot be excluded by law.

Customer Conduct and Misuse

We expect customers to act lawfully and respectfully in all interactions with our staff and systems. We reserve the right to refuse service or cancel orders where we suspect fraudulent activity, misuse of our website, or abusive behaviour.

Governing Law and Dispute Resolution

These Terms, and any disputes or claims arising out of or in connection with them or their subject matter, are governed by and construed in accordance with the laws of England and Wales. You agree that courts of England and Wales will have exclusive jurisdiction to resolve any such disputes or claims.

Variation and Severability

We reserve the right to update or amend these Terms at any time. Updated Terms will be posted on our website and will become effective for all orders placed after the updated date. You are advised to review these Terms each time you place an order to ensure your understanding and acceptance.

If any part of these Terms is held to be invalid or unenforceable, the remainder shall continue in full force and effect.

Entire Agreement

These Terms constitute the entire agreement between you and us regarding your use of our online flower ordering and delivery service in St Paul’s Cray and supersede all prior agreements or understandings, whether written or oral, relating to the subject matter herein.

Note on Service Area

These Terms & Conditions specifically apply to all customers requesting online flower delivery in St Paul’s Cray as well as neighbouring districts covered by our delivery routes. If you are unsure whether your location is included, please refer to our listed delivery areas during checkout.

Contact and Customer Support

If you have questions or concerns about these Terms, your order, or our flower delivery service in St Paul’s Cray, please reach out through our website's contact form. Our customer support team will be glad to assist you.