Flowers Direct - Terms and Conditions



These terms and conditions (the "Terms and Conditions" are the terms and conditions upon which Flowers Direct ("we/us") make this website (the "Flowers Direct Site" available to you and any of our services which are accessible on or via the Flowers Direct site (the "Flowers Direct Service").


These Terms and Conditions govern your use of the Flowers Direct Site and the Flowers Direct Service.


1. Products


1.1 All products as depicted on this website (as may be varied from time to time) are available almost everywhere in the UK - or as otherwise directed. Certain product ranges are available in selected delivery areas only.


1.2 Certain flower and plant products may be delivered in bud to ensure longer life.


1.3 Some flower and plant products may be harmful or poisonous (lilies in particular can be extremely toxic to cats), if you require further information before submitting an order please contact the Flowers Direct team using the contact details set out in Section 7 below.


1.4 All products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute with a product of equivalent value and quality without notice.


1.5 In the event that we are unable to supply all or part of your order (the product or any substitute product) to you at all, we shall notify you as soon as possible and reimburse your payment in full no later than 30 days after the intended delivery/collection date.


1.6 We are unable to offer Champagne or other add-on items with products ordered from selected ranges, this will be made clear when placing your order.


1.7 Products are delivered next day via courier unless other delivery date or service is selected.


1.8 Selected Interflora products are available for same day delivery or other special delivery services. Further information regarding product availability and delivery options will be presented when placing your order.


1.9 We guarantee the freshness of your flowers for 7 days from the date of delivery. The exception to this being flowers in our summer and spring ranges, together with products containing roses which are guaranteed for a minimum period of 5 days.


1.10 Please be aware that some products featured on the Flowers Direct website are third-party products (Interflora and Flying Flowers) and will be delivered either via an Interflora florist,courier, Flying Flowers postal or courier, however, Flowers Direct will be responsible for processing all aspects of customer service and care.


1.11 House Beautiful is a registered trade mark of Hearst Magazines UK


1.12 Some flowers and plants may be harmful or poisonous (lilies in particular can be extremely toxic to cats), if you're needing further information before placing an order please refer to our Allergy & Product Information page or contact us using the details set out in section 6.3 below.


2. Alcoholic Gifts


2.1 Under the Licensing Act of 1964 (UK) and 1976 (Scotland) it is an offence for any person under 18 years to buy, or attempt to buy, alcoholic liquor. It is an offence under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland) for any person under 18 to buy, or attempt to buy, intoxicating liquor. It is an offence under Licensing (Northern Ireland) Order 1990 for any person under 18 to buy, or attempt to buy, intoxicating liquor.


2.2 Alcoholic gifts are distributed to selected areas in association with a licensed third party, for further information regarding our suppliers contact our Customer Contact Centre.


3. Prices


3.1 Prices listed for products and services are valid for a maximum of 14 days of submitting your order.


3.2 Prices include VAT for deliveries within the UK, Republic of Ireland and Channel Islands.


3.3 Except where stated delivery for Flowers Direct products is free and is next day delivery via courier service. However certain delivery services and/or delivery dates may attract a charge.


3.4 Delivery charges apply to Interflora and Flying Flowers products. Delivery charges will be clearly advised when ordering. Section 5 provides further clarification of delivery services and charges.


3.5 Please note that from time to time, product and delivery prices on this website may vary to those offered via the telephone ordering line and via Interflora florists if selecting an Interflora or a Flying Flowers product.


4. Orders / Payment


4.1 You will be given clear instructions to navigate the order process and will be required to provide us with your complete personal details, including accurate postcode, together with those of the intended recipient and all necessary payment details.


4.2 We accept payment by PayPal and all major credit and/or debit cards, other than Diners, department store cards and any other credit and/or debit cards as we may specify from time to time.


4.3 By placing an order on this website, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing anywhere on the Flowers Direct website.


4.4 Submitting your order is subject to our acceptance of this offer. We will send an email acknowledgement of your order details to advise that we are processing your order via the email address you provide. We will not consider ourselves bound by a contract with you until we have issued this email acknowledgement.


4.5 We cannot accept orders from customers under the age of eighteen (18) years.


5. Delivery - Flowers Direct Orders


5.1 Flowers Direct Products are delivered by courier, free of charge to UK mainland addresses, and are available Monday to Saturday. Deliveries will not normally be made on Sundays (with the exception of Mother's Day, when special delivery options and charges may apply) or on UK public holidays. Please contact us using the details set out in 7.1 if you require a special delivery at these times to see whether it is possible for us to arrange this delivery request. Please note, this does not include Interflora and Flying Flowers gifts.


5.2 Flowers Direct and Flying Flowers products cannot be delivered to certain post codes. Courier delivery is available to most UK mainland and Northern Ireland addresses excluding Scottish Highlands, some Scottish Islands, Eire, Channel Islands, Scilly Isles, BFPO addresses & H.M. Prisons, University Campus as generally there is no access beyond Security/Reception areas. We do not recommend courier deliveries to hospitals or funerals - in all of these instances we would recommend selecting from the Interflora range.


5.3 Delivery charges (where applicable) are set out on the product and ordering pages of this web site.


5.4 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. Very occasionally circumstances arise 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.


5.5 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 and delivered by Florist/Interflora 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.


5.6 If there are difficulties in delivering your order to the intended recipient we and/or the Interflora Florist reserve the right to contact the recipient using the contact details you provide on the order form. We may take steps to obtain their telephone number in order to achieve a satisfactory delivery.


5.7 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.


5.8 Please note that if you order a number of items for delivery to the same address, they may be despatched separately, we cannot guarantee delivery on the same day.


5.9 Orders for products delivered via courier services received before 3pm Sunday to Friday can be despatched the same day for next day delivery almost anywhere in mainland UK subject to availability, however, some suppliers do not deliver on Monday. We reserve the right to process orders received on Sundays or Public Holidays the next working day. From time to time, order cut-off times may vary.


5.10 To avoid problems or delays with delivery, please ensure that you have included the full address details, including accurate postcode of the intended recipient, together with your daytime contact telephone number or e-mail address so that we can notify you in the event that any delivery problems are encountered.


5.11 Certain products may be delivered during a delivery period, providing delivery within a time frame around your preferred delivery date - you will be advised of this at the time of placing your order.


5.12 Whilst we agree to use all reasonable endeavours to ensure that delivery will be on the requested delivery date or during the delivery period, you acknowledge that actual delivery will be via courier service. In very occasional circumstances delivery on the requested terms will not be possible, in such circumstances you will be given prior notice wherever possible and we shall either make alternative arrangements or reimburse your payment in full in accordance with clause 1.5 above. Goods delivered via third party services are generally despatched 24 hours before the requested delivery date for most UK mainland addresses. For deliveries via courier to Wales and some areas of Scotland, please allow up to an additional 48 hours after the requested delivery date for delivery to be made.


5.13 Please be advised that some products are unsuitable for delivery to Funeral Directors, Hospitals, airports or ships please contact the Flowers Direct team for further information using the contact details set out in Section 7 below.


5.14 Please be aware that the carrier will deliver the goods to the address provided in good faith and we cannot accept responsibility if the intended recipient is no longer at that address and the receiver refuses or fails to return the items(s).


5.15 Please note that where the carrier is unable to find someone to accept delivery, or unable to leave the delivery in a secure location, they may leave a card at the address for the recipient to make contact and re-arrange delivery. If the recipient fails to make contact in good time we reserve the right to charge for re-delivery to that or an alternative address.


5.16 Before placing your order, please review delivery cut-off times & prices.


5.17 We shall not be liable for any failure to perform in our obligations where such failure is as a result of Acts of God (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labour dispute, strike, lockout or interruption or failure of electricity or telephone service.


5.18 Delivery - Interflora Orders


5.18.1 Except where stated, Standard Delivery is next day, and a charge of £5.99 will be applicable within the UK, Republic of Ireland, Isle of Man and Channel Islands, but please note, that at certain times of the year these prices can vary. If you request delivery to remote areas which are not normally delivered by Interflora you will be advised of any additional charges as soon as possible upon receipt of your order.


5.18.2 Same day delivery at a charge of £7.99 (except where noted) is available on designated items. The service is offered to orders for selected delivery locations within UK, Republic of Ireland, Isle of Man and Channel Islands. Should you require this delivery service, your order must be placed by 3pm. This delivery service is offered subject to availability and may be withdrawn without notice during busy periods. Please note that we cannot guarantee any specific delivery time.


5.19 Delivery - Flying Flowers Orders


5.19.1 Deliveries are made by courier, with a charge of £5.99 to UK mainland addresses, and are available Monday to Saturday. Deliveries will not normally be made on Sundays (with the exception of Mother's Day, when special delivery charges will apply) or on UK public holidays. Please contact us using the details set out in 7.1 if you require a special delivery at these times to see whether it is possible for us to arrange this delivery request.


5.19.2 Flying Flowers products cannot be delivered to certain post codes. Courier delivery is available to most UK mainland addresses (excluding Scottish Highlands, some Scottish Islands, Eire, Channel Islands, Scilly Isles, BFPO addresses & H. M. Prisons, University Campus' as generally there is no access beyond Security/Reception areas. We do not recommend courier deliveries to hospitals or funerals - in this instance we would recommend selecting from the Interflora range.


6. Cancellation / Amendments


6.1 If, for any reason, you wish to change or cancel your order you can do so by emailing: customerservice@flowersdirect.co.uk. Alternatively you can cancel your order, subject to clause 6.2, by completing and returning the cancellation form (found here). Please give 48 hours notice before the requested delivery date.


6.2 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.


6.3 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. If you exercise your right to cancel, you will be responsible for 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. Flowers Direct, Flying Flowers and Interflora have the right to deduct an amount for diminished value of goods.


6.4 In the event that goods are to be returned please return them to: Customer Service Department, Flowers Direct, Watergate, Sleaford, Lincolnshire NG34 7TB and you will receive a full refund, subject to clause 6.3. In the event that goods purchased from the Interflora range needs to be returned it may be necessary to return these to the florist delivering the goods.


6.5 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.


7. Contacting the Flowers Direct team


Our contact details can be found here.

8. Complaints policy


8.1 If you are not satisfied with the service that you have received please let us know and we will do all we can to put the situation right.


8.2 We aim to acknowledge all queries within three working days, and deal with complaints fully within five working days.


8.3 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 three working days of your delivery date where possible. Complaints which are not made within seven working days from the date of delivery may not be able to be processed.


8.4 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; or, in the case of orders delivered by florist we will use every effort to investigate and secure an appropriate replacement or refund for you.


8.5 Your statutory rights are not affected by anything in these terms and conditions.


8.6 Online Dispute Resolution


8.6.1 Under European Legislation, if you are not able to resolve any customer service issue you may have with a product or service you have purchased via our website or by telephone you may wish to consider an Alternative Dispute Resolution. For further information please visit the European Online Dispute Resolution Platform


8.6.2 Flowers Direct works with Small Claims Mediation (UK) Ltd and they are authorised by the Government under the Alternative Dispute Service for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Full details of the company are available on their website www.small-claims-mediation.co.uk. We can submit full details of your complaint and our proposed resolution on your behalf. Alternatively, Small Claims Mediation will be happy to talk to you directly. There will be no charge to you for this service.


8.7 Your statutory rights are not affected by anything in these terms and conditions.


9. Disclaimer


9.1 Whilst we agree to use all reasonable endeavours to ensure that the Flowers Direct website and/or the Flowers Direct service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the Flowers Direct website and/or the Flowers Direct service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Flowers Direct website and/or the Flowers Direct service impossible or impractical.


9.2 (a) We accept liability for death or personal injury arising from our negligence.


9.2 (b) Subject to clause 9.2(a), our liability in contract, tort (including negligence and breach of statutory duty) or otherwise arising by reason of or in connection with your order with us shall be limited to a multiple of 5 times the price you have paid for the products.


9.2 (c) Subject to clauses 9.2(a) and 9.2(b) above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Flowers Direct website and/or the Flowers Direct Service, whether arising in contract, tort (including negligence), under statute or otherwise provided that nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the products supplied.


9.2 (d) Subject to clauses 1.5 and 5.19 above, we shall not be liable for any delay or inability to perform our obligations to you if such delay is due to any cause whatsoever beyond our reasonable control.


10. Use of Flowers Direct Discount Promotional Codes


10.1 Flowersdirect.co.uk discount promotional codes (also abbreviated to 'promo codes') can only be used against purchases made on Flowersdirect.co.uk for delivery to UK addresses. Promotional codes cannot be redeemed against Flying Flowers or Interflora products and/or services.


10.2 Promo codes must be entered in the relevant section of the order process on Flowersdirect.co.uk. We are unable to apply a discount to orders already placed.


10.3 Promo codes are usually restricted to one use per customer and should not be passed on to additional recipients.


10.4 Promo codes may also be set to a maximum number of redemptions - if we are not able to accept the discount code you have entered it will be because the code has expired or maximum redemption level for promotion exceeded. We will advise you accordingly in the order process and the discount will not be applied.


10.5 Selected promo codes may be restricted for use against specified products - where possible, details of any restrictions will be communicated at the point where we promote the promo code to you.


10.6 Promo codes cannot be exchanged for a cash alternative or used in conjunction with any other promotions.


10.7 Where the promo code entitles you to a percentage discount, the discount will not be applied to the delivery charge ('delivery' includes any additional delivery services, for example delivery surcharges for nominated delivery dates).


10.8 Promo codes may be withdrawn, or suspended without notice for any reason. We will advise you within the order process if we cannot accept the promo code you have entered.


10.9 We cannot be held responsible for non-availability of Flowersdirect.co.uk which may prevent use of promo codes.


10.10 Changes to these terms of use may be made at any time.


11. General


11.1 We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Flowers Direct website and/or the Flowers Direct service from time to time. We will post any changes on the Flowers Direct website and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Flowers Direct service or Flowers Direct website. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new terms and conditions.


11.2 Additionally, we reserve the right to suspend, restrict or terminate access to the Flowers Direct website and/or the Flowers Direct services for any reason at any time.


11.3 These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Flowers Direct website, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.


11.4 We shall ensure that we comply with the requirement of all current data protection legislation including, without limitation, the Data Protection Act 1998 (as replaced, modified or re-enacted from time to time). We shall only use personal data received from you for the purpose of fulfilling our obligations under these Terms and Conditions and as stated in our Privacy Policy.


11.5 A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.


11.6 In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.


11.7 Your purchase will be deemed to have occurred in the UK. These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.


12. Cost of calling us


12.1 Calls to 0333 numbers cost no more than a national rate call to either 01 or 02 numbers. This applies to calls from any type of line including mobile, BT, other fixed line or payphone. Calls from non-UK mainland locations may be higher.


13. Intellectual Property


13.1 All other rights, including copyright, in this website are owned by Flowers Direct. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non commercial use is prohibited without the permission of Flowers Direct. You may not modify, distribute or repost something on this website for any purpose.


14. My Account service - terms and conditions


14.1 The Flowersdirect.co.uk My Account service ('the Service') is provided as a complimentary feature by Flowers Direct for your personal use subject to these Terms and Conditions. In order to provide the Service, we will hold certain personal information. Except to the extent that we are required or permitted by law, any personal information which we collect will be used solely for the purposes of providing the My Account service.


14.2 To register with the service you must be over eighteen years of age.


14.3 When you register with the Service you will be required to create a password. You must keep this password confidential and must not disclose it or share it with anyone. You will be responsible for all activities and orders that occur or are submitted under your password. If you know or suspect that someone else knows your password you should notify us immediately. Should you forget your password, please use the password reminder service (this option can be found adjacent to the My Account login box).


14.4 If Flowers Direct has reason to believe that there is likely to be a breach of security or misuse of the My Account service or website, we may require you to change your password, or may suspend use of the My Account service.


14.5 You must ensure that the details you provide on registration or at any time are correct and complete.


14.6 You must inform us immediately of any changes to the information that you provided when registering by updating your personal details. You can update the details you have given us at any time by going to the 'Edit Profile' section of the My Account area of the website OR emailing customerservice@flowersdirect.co.uk. This will ensure that the service we provide is accurate and up to date. Please also visit this page or email us if any of the information that we hold about you is incorrect or needs updating if you want us to delete any personal information.


14.7 Use of the My Account service is intended to assist with purchases to be made via the website. The My Account service must not be used for the following purposes:

  • Disseminating any unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material.
  • Gaining unauthorised access to other computer systems.
  • Interfering with any other person's use or enjoyment of the Site.


14.8 Flowers Direct reserves the right to refuse to post material on the website, or to remove material already posted on the website.


14.9 Whilst we take every reasonable precaution and care in relation to the My Account service, we do not make any representation or warranties of any kind (express or implied) with respect to the contents or operation of this My Account service, and any such representations and warranties are excluded by this notice. We do not warrant that use of the My Account service will be uninterrupted or error free. Whilst every effort is made to ensure reminder emails set up on your account are processed and delivered as requested, we cannot be held responsible for non-delivery of these messages. Your use of the My Account service is done so entirely at your own risk and we do not accept any liability whatsoever for losses or damages that you may suffer as a result of your use of the My Account service.


14.10 Your access to the website and My Account service may be occasionally restricted to allow for routine maintenance.


14.11 These Terms and Conditions operate in conjunction with general Terms & Conditions of the website governing overall use and order placement. We are committed to protecting your privacy - further information is contained within our Privacy Policy.


14.12 If you have any queries please contact us using the contact details set out in Section 7 above.


14.13 We have obligations in relation to your personal information under the Data Protection Act 1998. Some of the information you provide may be "sensitive" information under the Act (i.e. information on "delicate" matters, including race, political opinions, religion, trade union membership, physical or mental health or condition, sexual life etc). By registering for the My Account service and providing your details, you agree to us using information in the way set out above. Where you provide information about other people (for example their date of birth, or their address) you also confirm that have the consent of these people to provide us with that information.


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