Terms and Conditions
By placing an order on the Kensington Flowers Limited website or when calling florists to place an order, you are agreeing to the following terms and conditions.
If you have any questions regarding out terms and conditions or have any comments or feedback, please email us at info@kensingtonflowers.co.uk or call us on Tel. 020 7225 3176
Kensington Flowers Refund Policy/Service Guarantee
- We hope you and the recipient will be delighted with the flowers/plants or any product received from Kensingtonflowers. However if you are not happy, please contact us immediately on tel. 020 7225 3176. Because of their perishable nature, flowers may only be returned/replaced/refunded if the complaint is made within 24 hours of receipt. The team will review the comments you have and should the cause be related to circumstances that are within our control, we will consider either of the following; issuing a full refund, a replacement and redelivery of your chosen product.
- Naturally we are working with fresh, seasonal produce that are often affected by climate and can, as such, have unpredictable availability. If for any reason, we are unable to fulfil your chosen product, or elements of it, we reserve the right to substitute a product of equivalent value and quality without notice.
- If the flowers we deliver are not what you ordered or are damaged or defective, or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us of the problem within 24 hours of the delivery of the products in question. The original product must be returned to us in the same condition as when they arrived with the original packaging intact. The goods must be unused and unmarked. If the flowers cannot be easily returned to Kensington Flowers, photographic proof of the flowers/product received must be given/sent to us to. This does not affect your statutory rights. Failure to do so will prevent us from processing any refunds or exchanges. If the product ordered was damaged on receipt or of an incorrect quantity, we will offer a full replacement and redelivery of the product at the next convenient date for your recipient. In London areas we will arrange a collection of the original product sent.*
- In the event of non delivery as the recipient is unavailable, we will attempt to make contact by telephone using the contact number(s) given on the order to arrange delivery. A calling card will also be left at the specified delivery address with instructions for the recipient to make contact with Kensington flowers to arrange a re-delivery. At our discretion, our driver may leave the flowers with a third person, for example a neighbour/porter/reception/safe area whenever possible, if the recipient is out. A calling card will be left with instructions for the recipient to either contact Kensington Flowers to either arrange redelivery or with details of where the flowers have been left. The recipient will also be able to collect the flowers from our shop if more convenient. If, following a second delivery attempt, we are still unable to deliver, through no fault of our own, we are regrettably unable to offer a refund or complimentary re-delivery. If we cannot get contact with the recipient, through no fault of our own or the recipient does not contact us, we cannot be held responsible for non delivery if Kensington flowers has tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given
*Please take care when unpacking and repacking. If you wish to return a product to us, we cannot be held responsible for goods lost in transit. Please also note that you are responsible for taking care to ensure the items are received by us in the condition in which they were received. It is recommended that you send by registered post and retain proof of posting. Refunds and exchanges are made approximately 1 week after receipt of goods to allow for inspection. Customers who have paid by credit card will have their accounts credited. Refunds shall not be made to a third party.
As soon as we receive your returned goods/photographic proof we will process your request. We will contact you to offer either an alternative, replacement or a refund. Post and packaging costs are not refundable unless the goods are faulty/damaged. In the event of the goods being faulty/damaged, we will cover all costs for postage and either exchange or refund the goods.
Please note that you and/or the recipient are responsible for the after care of the flowers and/or plants, once delivered. Care instructions are given with the goods and Kensingtonflowers will be happy to offer advice and support on the care of
flowers/plants that are delivered should you have any questions. We cannot be held responsible for goods once the items are received.
PLACING AN ORDER
You will be required to complete all the necessary information on the order form and to provide us with your personal details, the recipient’s details and all necessary payment details.
Orders for same day delivery (Monday – Friday only) need to be placed before 12noon GMT to guarantee the order being delivered. For orders received later than 12noon requesting same day delivery, we will do our best to process the request but hold no responsibility if the order is not delivered on the same day. If an order is received late, the next available delivery date will be given.
Same day delivery is not available on Saturdays and Sundays.
Orders placed on Saturdays, Sundays and Bank holidays or outside shop opening hours, will be processed on the following working day.
Please note that no orders can be processed or delivered between Christmas Eve and the 2nd week of the New Year. For orders to be delivered during August, please contact the shop, prior to placing an order.
Payment may be made by any of the methods indicated on our website via our WorldPay service or PayPal and will be debited when you submit the order. Your order will only be processed if full correct payment details are given. If there are any problems with the details given or with the transaction we shall contact you immediately from the contact details you provided. Orders will not be dispatched until full payment is made. If the payment is not made/ nor successful before the required delivery date, the order will be put on hold and be delivered as soon as possible once the payment has been processed. Although this delay is regrettable, it is, in these circumstances outside of our control and therefore we cannot offer any form of refund in these circumstances.
Please note that due to time differences, payments made out of hours or problems with contacting customers with the details they have provided, we are sometimes unable to process a valid payment prior to the delivery date. Although this delay is regrettable, it is beyond our control and therefore we cannot offer any form of refund in these circumstances.
Incorrect personal details may lead to problems and delays in delivery. Therefore before placing an order, please ensure you have included the following; full name, address details, including flat numbers if applicable and accurate postcode and telephone number of the intended recipient and your e-mail address and contact telephone number. We can then notify you immediately in the event that any payment or delivery problems are encountered.
When you submit your order by clicking on the (Yes, submit order) button, you are consenting to be bound by our terms and conditions contained in these terms and conditions and appearing elsewhere on the Kensington flowers website.
Your order will be confirmed by a summary page at the end of your online order transaction and then a receipt and delivery confirmation of your order will be emailed to the email address provided at the start of the transaction within 48 hours of the order being delivered. If any problems arise with the order, you will be notified as soon as possible during shop working hours or on the next working day if order is placed on a Saturday, Sunday or Bank holiday. All costs will be charged as defined in the order summary on the date the order was placed.
We reserve the right to refuse an order if we are unable to fulfill the requests given on the order form. The customer will be notified either via email (at the contact email address given on the order form) or telephone if we refuse or are unable to fulfil the requests of the order. A full refund will be given if payment has been made but we regrettably are unable to process the order.
CANCELLATION OR CHANGES TO YOUR ORDER
Should you need to cancel or make any changes to your order, please telephone us as soon as possible on 020 7225 3176, preferably 24 hours before the delivery date. We can then process the cancellation or make the amendment to your order. If the order has been delivered or made up you may be fully or in part charged. Orders changed or cancelled on Saturdays, Sundays or Bank holidays will be treated as having been received on the following working day.
For peak season (Valentines, Mothers Day and Christmas) we are unable to guarantee to accept changes to orders within 48 hours of the intended delivery date.
DELIVERY
Kensingtonflowers delivers to the London postcode districts (using our own driver) as detailed on the delivery page. Delivery charges apply. For deliveries outside of these areas, please contact us prior to placing an order. Deliveries may be arranged for other London areas by source of an independent courier service. Extra delivery charges will apply. In these circumstances, please contact us to find out the appropriate delivery charge. Orders received for addresses outside of our standard delivery areas at an incorrect delivery rate, will not be processed until either the correct payment has been made or the order is changed appropriately. We reserve the right to refuse an order if we are unable to fulfill the requests given on the order form. The customer will be notified either via email (at the contact email address given on the order form) or telephone if we refuse or are unable to fulfil the requests of the order. A full refund will be given if payment has been made but we regrettably are unable to process the order.
Our delivery service is not available on Saturdays (unless by prior arrangement) Sundays, UK public holidays or between Christmas Eve and the 2nd week of the New Year. For orders to be delivered during August, please contact the shop, prior to placing an order.
Special delivery conditions apply to certain locations where a third party is involved such as hospital’s, hotels, offices, theatres and porter serviced apartment buildings. In such cases, the signature of the person authorised to receive the order shall be accepted as proof of delivery and fulfilment of the order. We recommend that flowers sent to these locations be requested for delivery Monday to Friday. Deliveries cannot be made to PO Box addresses.
Where possible, we will attempt to obtain a signature from the intended recipient or equally a person responsible to accept the goods at the delivery address on their behalf. In the case of a private residence, the signature of a family member or housekeeper will be accepted.
Under normal circumstances we will try to ensure that your order is delivered to the recipient’s address you provide. However, there are times when this is not possible due to problems with the address information or difficulties our drivers encounter when trying to deliver. To avoid such problems please:
- Ensure that the recipient address provided is accurate and that the recipient is not away.
- Give additional instructions to assist our drivers with difficult to find addresses.
- Keep us informed if you find that the recipient’s address or availability changes prior to the order being delivered.
- Supply a contact number for the recipient so that if our driver experiences problems with delivery they can contact them directly.
- Provide a ‘leave safe’ area option if the recipient is not in when our driver attempts delivery.
Should the recipient be out at the time of delivery, a card will be left stating attempted delivery was made and the contact details of Kensingtonflowers are given. Normally the flowers are returned to the shop and the recipient will then have to contact us to arrange for re-delivery. We also try to phone the recipient if their telephone number is available. Where possible we try to leave the flowers in a safe area or with a neighbour, especially if instructions were given for the flowers to be left in a ‘leave safe’ option. A message is then left for the recipient, to inform them where the flowers are to be found/collected from. If we do not hear or manage to contact the recipient within 24 hours of attempted delivery, we will try to contact you for instructions for re-delivery. At our discretion, we may ask you to pay a further delivery charge.
Neither we, nor any courier service that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our
reasonable control including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, act of god, or from any industrial dispute or strike whatsoever.
FLOWER AVAILABILITY AND SUBSTITUTION
All products are subject to availability, and acceptance of your orders. In the event of any supply difficulties or if the flowers we receive from our suppliers that are needed to make up your order do not meet our high quality standards, we reserve the right to substitute any product with an alternative product of a similar style/colour and equivalent value and quality, without notice.
Flowers may be delivered in bud to ensure a longer life. The flowers and plants are for decorative purposes only and not to be consumed. Some flower bouquet contents may be harmful if eaten and/or a skin irritant. We advise to always wash hands thoroughly after handing flowers and plants.
PERSONAL MESSAGES
You must agree that any messages posted by your card or sent by us on your behalf to a third party will not contain anything that can be construed as vulgar, harassing, abusive, racist, obscene, defamatory or which may cause upset and embarrassment to the recipient or any other person. Kensingtonflowers has the right to refuse to send or display objectionable messages.
DAMAGED FLOWERS/RETURNS POLICY
We hope you and the recipient will be delighted with the flowers/plants or any product received from Kensingtonflowers. However if you are not happy, please contact us immediately. Because of their perishable nature, flowers may only be returned/replaced if the complaint is made within 24 hours of receipt. This does not affect your statutory rights. Products should be returned in the same condition as when they arrived with the original packaging intact. Refunds shall not be made to a third party.
For further information, please refer to our delivery/customer service guarantee policy.
Please note that you and/or the recipient are responsible for the after care of the flowers and/or plants, once delivered. Care instructions are given with the goods and Kensingtonflowers will be happy to offer advice and support on the care of flowers/plants that are delivered should you have any questions.
DATA PROTECTION/PRIVACY
Please read these terms carefully before using this website or submitting your personal data to us. Using this website or otherwise submitting your personal data to us/agreeing to submit your personal data indicates that you accept the terms of this privacy policy. This applies to your use of this website and to any correspondence between us and you.
Our policy is to respect the privacy of all customers.
Your information will enable us to provide you the services that you request and to process your order (including verifying payments) and for the purpose of confirming and fulfilling your orders and to monitor customer satisfaction .
Where you supply us with third party personal information so that we can complete a delivery to that third party, we will not use such third party personal information for any purposes other than to carry out the delivery except that we may contact such third parties in the future to check if they are satisfied with our services.
We may share your contact details and contact details of individuals to whom we are requested to deliver products with carefully selected third parties whom we work with to provide services to you and who enable us to carry out our business.
We will not monitor, edit or disclose any personal information other than for the purposes stated above about you or your accounts, including its contents without your prior permission, unless we are required to conform to legal requirements or comply with legal process.
We do not keep your personal details for longer than we require for these purposes we have mentioned. When we destroy or delete any of your personal information that we hold either electronically or on paper, we make every reasonable effort to so in secure circumstances.
We will take all reasonable measures to ensure that we comply with the requirements of the UK Data Protection Act 1998.We shall only use personal data received from you for the purposes of fulfilling our obligations under these Terms and Conditions.
DISCLAIMER
Whilst we agree to use our reasonable endeavours to ensure that the Kensingtonflowers website and/or services are fully operational and error free, we cannot guarantee this and therefore accept no responsibility for any defects and/or interruption of the Kensingtonflowers website or services 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 Kensingtonflowers website and/or Kensingtonflowers service impossible or impractical.
GENERAL
We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the website from time to time. Any changes will be posted on the website and it is your responsibility as a customer to review any changes on accessing the website. We reserve the right to suspend, restrict or terminate access to the website for any reason at any time.
CONTACT INFORMATION
For further information, queries or comments regarding our services please contact us.
Email to: info@kensingtonflowers.co.uk
Or write to us at
Kensington Flowers
15 Victoria Grove
London W8 5RW
Telephone number – 020 7225 3176
Registered in England and Wales: 5313189
Company’s registered address: 119 The Hub, 300 Kensal Road, London W10 5BE
VAT Number: 852 727 215
Member of the Flowers and Plants Association
Thank you for your order.
