Surrey Flowers E-Commerce Terms: Online Flower Delivery Policy & Conditions

Online Flower Delivery: Terms & Conditions for Surrey Customers

Introduction to Our Terms and Conditions

These Terms and Conditions ("Terms") govern all transactions between Surrey Flowers ("we", "us", or "our") and our customers ("you", "your") when you order floral products and arrangements through our website for delivery within Surrey and surrounding areas. By placing an order on our website, you confirm that you have read, understood, and agree to be bound by these Terms. Please read them carefully before completing your purchase. If you do not agree with any of the Terms, you should not proceed with your order.

Surrey Flowers reserves the right to amend or update these Terms from time to time without prior notice. Continued use of our website and services constitutes acceptance of the latest version. These Terms are designed to ensure a transparent, reliable and secure experience for all our online flower delivery customers in Surrey.

1. The Order Process

Orders for flowers and gifts can be made through our secure online platform, accessible 24 hours a day. Our online store provides a selection of floral arrangements and the option to customise certain products subject to availability.

To place an order, select your desired floral products, add them to your shopping cart, and proceed to checkout. During checkout, you will be required to provide details including delivery address (within Surrey or its surrounding areas), recipient name, contact information, and preferred delivery date. It is your responsibility to ensure that all information provided is accurate and complete.

Once your order is submitted, you will receive an automated confirmation email acknowledging receipt. This email does not signify our acceptance of your order, but confirms that we have received it. Acceptance of your order, and completion of the contract between you and Surrey Flowers, only occurs once your payment is authorised and we have dispatched your order for delivery.

We reserve the right to decline or cancel any order at our reasonable discretion. This may occur if, for example, the product is unavailable, there is an issue with payment authorisation, or we believe that the order breaches these Terms or involves fraudulent activity. If we are unable to fulfil your order for any reason, we will notify you as soon as possible and refund any payment made.

2. Flower Substitutions & Product Availability

We strive to ensure that all products displayed on our website are available for delivery as described. However, flowers are seasonal and subject to availability. In rare circumstances, it may be necessary for us to substitute certain flowers or packaging materials. Any substitutions will be of equal or greater value and quality, and we will make every reasonable effort to maintain the style, colour scheme, and overall appearance depicted. If a significant substitution is required, we will attempt to notify you in advance where time allows.

3. Delivery Terms

We offer delivery throughout Surrey and selected surrounding areas. When placing your order, please ensure the delivery address provided is accurate and accessible. If a delivery date or time is specified, we will do our utmost to meet your request, but times are estimates and not guaranteed except where explicitly stated as such.

Should the recipient not be available at the specified address, our delivery personnel may leave the flowers with a neighbour or in a safe, sheltered location, and will leave notification for the recipient. If delivery is not possible due to incorrect or incomplete details, or if re-delivery is required, additional charges may apply.

We do not accept liability for late or failed delivery where this is due to circumstances beyond our control, including but not limited to adverse weather conditions, public holidays, mechanical breakdown, or third-party delivery service failures.

4. Payment Terms

Full payment is required at the point of order. We accept payment by debit or credit card via our secure online payment system. All transactions are processed in British Pounds Sterling (GBP).

Your payment details will be securely handled and protected in accordance with Data Protection laws. We do not store credit card details nor do we share financial details with any third parties except as necessary to process your payment and deliver your order.

If your payment is not authorised or declined, your order will not be processed and you will be notified as soon as possible. We reserve the right to suspend an order until payment is confirmed and to cancel orders where payment is not received in full.

5. Cancellations, Amendments & Refunds

Order Cancellations: You may cancel your order up to 48 hours before the scheduled delivery date by contacting us. Where cancellations are made with at least 48 hours' notice, we will provide a full refund to the original method of payment.

Orders cancelled after this period, or where handcrafted floral arrangements have already been created or dispatched, may be subject to a cancellation charge or may not be eligible for a refund due to the perishable and personalised nature of the products. Custom and bespoke orders are non-refundable once preparation has begun.

Order Amendments: If you need to make changes to your order (such as delivery address or card message), please contact us as soon as possible. We will do our best to accommodate amendments provided sufficient notice is given and the product has not yet been dispatched.

Refunds and Returns: As flowers are a perishable item, refunds or replacements are offered in cases where the goods do not arrive in a satisfactory condition, are substantially not as described, or are not delivered due to our error. If you experience any issues with your delivered order, please notify us within 24 hours of delivery, providing photographic evidence where appropriate. We will review the case and offer a suitable remedy, such as a replacement, partial refund, or full refund in accordance with statutory consumer rights.

6. Customer Responsibilities

You are responsible for ensuring that the delivery details and personal information provided are correct and complete. It is also your responsibility to check that the recipient can receive flowers and that there are no restrictions at the address given (e.g. hospital restrictions or office closures).

Upon receipt of the order, the recipient (or their representative) must check the goods. If the product is damaged or in poor condition at delivery, this must be reported to us within 24 hours to be eligible for a replacement or refund.

7. Liability and Limitations

While we take every care to ensure the quality and timely delivery of our floral products, Surrey Flowers’ liability to you is limited as follows:

We shall not be liable for any loss or damage (including indirect or consequential losses) arising from late delivery, failed delivery, incorrect address, or circumstances beyond our control.
Our maximum liability for any claim, loss, or damages relating to any order shall be the amount paid by you for the product(s) in question.
We do not exclude liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by law.

Nothing in these Terms affects your statutory rights as a consumer.

8. Data Protection and Privacy

We are committed to protecting your privacy and complying with the Data Protection Act 2018 and UK GDPR. Information you provide to us is used solely to process and deliver your order and to provide customer support as required. We will not share your information with third parties except as necessary to fulfil your order, or as required by law.

9. Intellectual Property

All content on our website, including product images, text, logos, and design, is owned by or licensed to Surrey Flowers and is protected by intellectual property laws. You may use our website for personal, non-commercial purposes only and may not reproduce, copy, or exploit any content without express written consent from us.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising from these Terms or related to your order.

11. General Provisions

If any provision or part of a provision of these Terms is found to be invalid or unenforceable, such provision will, to the extent required, be deemed deleted, and the validity and enforceability of the other provisions shall not be affected.

No failure or delay by us to exercise any right or remedy under these Terms shall constitute a waiver of that right or remedy.

No third party shall have any rights under the Contracts (Rights of Third Parties) Act 1999 in relation to these Terms.

12. Application of These Terms

These Terms & Conditions apply to all online orders placed with Surrey Flowers for delivery to customers across Surrey and its surrounding areas. By completing a purchase on our online store, you agree to be bound by these Terms, which form the contract of sale between you and Surrey Flowers. We recommend you print and retain a copy of these Terms for future reference.

Thank You For Choosing Surrey Flowers

Your satisfaction is our priority. If you have any questions regarding these Terms, our products, or your flower delivery in Surrey, please contact our customer care team via the website. We are always happy to help ensure your online floral shopping experience is safe, enjoyable, and fulfilling.