Terms & Conditions: E-Commerce Flower Orders in Thornton Heath

Introduction

These Terms & Conditions ("Terms") govern your use of Flowers Thornton Heath's online shop and flower delivery services available throughout Thornton Heath and the surrounding areas. By placing an order through our website, you agree to comply with these Terms. Please read them carefully before ordering. If you do not agree to these Terms, you should not place an order on our site.

Flowers Thornton Heath reserves the right to amend these Terms at any time without prior notice. The Terms in force when you place your order will apply to your purchase. These Terms are intended for customers in Thornton Heath and its surrounding areas using our website for flower purchases and deliveries.

Order Process

1. Product Selection: To order flowers or related products for delivery in Thornton Heath or the surrounding areas, browse the selection on our website and add the desired items to your cart. Product descriptions and images are provided for illustration purposes, and while we strive for accuracy, flowers are a natural product and exact colours or varieties may vary due to seasonal availability.

2. Checkout: When ready, proceed to the checkout. You will need to provide details, including recipient’s name, delivery address, contact phone number, delivery date, and a personal message, where applicable. Please ensure all information entered is accurate; we cannot be held responsible for failed deliveries due to incorrect details.

3. Order Confirmation: Once you complete your order, you will receive an on-screen confirmation, followed by an email summary recapping your order details. Please check this thoroughly and contact us immediately if any details are incorrect. The order only becomes binding upon confirmation of payment.

4. Acceptance of Orders: All orders are subject to acceptance by Flowers Thornton Heath. We reserve the right to cancel any order, refund payment, and notify you accordingly if we are unable to fulfil your request due to stock or delivery constraints.

5. Minimum Age: Customers must be at least 18 years old to place an order. By ordering, you confirm you satisfy this minimum age requirement.

Payments

1. Payment Methods: Flowers Thornton Heath accepts a range of online payment methods including major credit and debit cards. The accepted payment methods will be displayed during the checkout process.

2. Secure Transactions: All payments are processed through secure, encrypted payment gateways. No credit card information is stored on our website after your transaction has been completed.

3. Pricing: Prices are displayed in British Pounds (GBP) and include VAT where applicable. Delivery charges, if applicable, will be clearly set out before you confirm your order. We reserve the right to amend pricing at any time but orders already placed will be honoured at the price shown at the time of purchase.

4. Payment Confirmation: Your order will be processed once payment has been received in full. If payment is not authorised or declined, we will not be able to process your order.

Delivery

1. Delivery Areas: Flowers Thornton Heath provides flower delivery throughout Thornton Heath and nearby areas. If your delivery address is outside these regions, we may not be able to fulfil your order, and you will be notified accordingly.

2. Delivery Dates and Times: You may select a delivery date during the checkout process. While we make every effort to deliver orders on the chosen date, we cannot guarantee delivery times due to factors outside our control (such as traffic, weather, or recipient availability). For same-day and next-day delivery services in Thornton Heath, terms may vary depending on availability and cut-off times.

3. Delivery Instructions: Special delivery instructions may be submitted as part of your order. We will try our best to accommodate, but cannot guarantee fulfilment of all requests.

4. Failed Deliveries: If the recipient is unavailable at the delivery address, we will attempt to follow any alternative instructions provided. Failing this, flowers may be left in a safe place or with a neighbour, or a delivery card may be left with instructions for collection or redelivery.

5. Delivery Confirmation: Once delivery is made, you may receive confirmation by email or notification, depending on your selected preferences.

Cancellations, Changes, and Refunds

1. Right to Cancel: You have the right to cancel your order up to 24 hours before the requested delivery date, except where the order includes personalised or bespoke items. To cancel, you must notify us in writing, quoting your order reference.

2. Changes to Orders: If you wish to change your order (such as an address or message), contact us as soon as possible. While we will endeavour to accommodate changes, we cannot guarantee amendments made less than 24 hours before delivery.

3. Refunds: If you cancel your order within the permitted period or if we are unable to fulfil your order, we will issue a refund to your original payment method. Refunds may take several working days to clear depending on your bank.

4. Issues with Delivery or Product: If the flowers you receive arrive damaged or do not meet reasonable expectations, please contact us promptly (within 24 hours of delivery) including photographic evidence where possible. We will investigate and, where appropriate, offer a replacement or refund.

5. Non-Refundable Items: Bespoke arrangements, personalised messages, and perishable goods may not be eligible for refunds or exchanges unless they are faulty or delivered in error.

Product Substitutions

Due to the seasonal and perishable nature of flowers, it may be necessary to substitute certain stems or products. In such instances, we will aim to maintain the value, look, and feel of your chosen design as closely as possible, using the nearest available substitutions. You accept that some minor variations may occur.

Customer Responsibilities

It is your responsibility to provide accurate order and delivery details, including ensuring the recipient is available to receive flowers on the chosen date. You are also responsible for providing a safe location for the product to be left if the recipient is not present. Flowers Thornton Heath will not be held liable for delays, failed deliveries, or loss due to incorrect or incomplete delivery information.

Liability

1. Limitation of Liability: Flowers Thornton Heath’s total liability in respect of any losses arising under or in connection with these Terms, your order, our site, or our services shall be limited to the total value of the order placed.

2. No Indirect Damages: We are not liable for any indirect, consequential, or special damages resulting from your use of our services, including but not limited to lost profits, lost goodwill, or loss of data.

3. Perishable Products: Flowers are perishable and require care. We cannot accept liability for damage caused by improper handling, storage, or delay in collection.

4. Force Majeure: We are not responsible for any failure or delay in performing our obligations under these Terms if caused by circumstances beyond our reasonable control, such as natural disasters, strikes, or transport interruptions.

Intellectual Property

All content on our website, including text, images, designs, and logos, are the property of Flowers Thornton Heath or its licensors. You shall not copy, reproduce, or use any content without our exclusive written consent.

Personal Information and Privacy

Your personal and payment information is collected and handled in accordance with our Privacy Policy. We use your details only for order fulfilment, customer service and, where you opt in, marketing communications. We do not share your personal data with third parties except as required for order processing or as mandated by law.

Governing Law and Jurisdiction

These Terms & Conditions and any disputes or claims arising from or in connection with them are governed by the laws of England and Wales. By agreeing to these Terms, you submit to the exclusive jurisdiction of the English courts.

General Provisions

1. Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

2. No Waiver: No failure by us to exercise any right under these Terms shall operate as a waiver of such right.

3. Entire Agreement: These Terms constitute the entire agreement between you and Flowers Thornton Heath regarding your use of our website and services for online flower delivery in Thornton Heath and surrounding areas.

Contact and Customer Support

If you have any questions about these Terms & Conditions, your order, or wish to provide feedback about our flower delivery services in Thornton Heath, please contact our customer support team as indicated on our website. We strive to resolve all issues efficiently and to your satisfaction.

Notice

These Terms & Conditions are applicable to all customers ordering flower delivery from Flowers Thornton Heath for delivery to addresses within Thornton Heath and the surrounding areas.

Company Information

This website is operated by HF ONE LONDON LIMITED, a company registered in England and Wales under company number 14314390.

Our business correspondence address is .

HF ONE LONDON LIMITED operates a nationwide network of trusted local florists and delivery partners. Each local website, including this one serving customers in Thornton Heath, represents a specific delivery zone within this network — ensuring same-day delivery and personalised customer care across the UK.

All online orders are centrally processed by our team and fulfilled by approved local partner florists closest to the recipient’s address in or near Thornton Heath.

For assistance with orders, returns or account queries, please fill out the Contact Us form.