Delivery & Returns

Delivery

Wedding Flowers & Arrangements: Our wedding flowers and artificial arrangements are handmade to order and will be dispatched for delivery within 30 days of your order being placed and receipt of cleared funds, unless otherwise agreed in writing. Larger orders (over £150) and all bespoke orders (including wedding packages) may require additional time and may take up to 56 days of your order being placed before dispatch. This will be agreed with you when we confirm your order. If you require your order on a specific date or sooner than these timescales then please append your 'required date' to the 'comments section' on your order form when placing with order or contact us within 24 hours of placing your order and we will try to accommodate your requirements. We will then agree to deliver your order by your 'required by' date. If we are unable to meet your 'required by' date then we reserve the right to cancel your order within 48 hours and refund any monies via your original payment method. For domestic customers (UK addresses) all of our orders require a signature on delivery and we do not accept order requests that try to circumvent this. You can select your preferred choice of delivery method during the checkout process and we will send your order by the delivery method that you choose and this will be shown on your order acknowledgement. For international orders you can select your order delivery method from either Airmail or Priority Airmail on request. All our orders are hand packaged to ensure your flowers arrive in pristine condition. If your order arrives in an unsatisfactory condition then you must specify ‘damaged’ when signing for your goods or inform us immediately in writing, or on inspection (at least within 48 hours of delivery). If there are any discrepancies with your order then we must be informed in writing within 48 hours of delivery or inspection. No claims for damages or discrepancies will be investigated or considered without this. If the package does not appear to be in good condition then please refuse the delivery. If you are unable to check the contents of your delivery at the point of delivery then please sign for the parcel as 'Unchecked'. Failure to do so may affect any claims that you make thereafter. All damaged wedding flowers will be replaced free of charge on return of the damaged item after inspection by an independent authority. Sundries and Non-Flower Orders: All orders, excluding orders containing wedding flowers or flowers that have a handmade component (see above) will be dispatched for delivery within 30 days of the date the order is placed. If you require your order within this time period then please append your 'required by' date to the 'comments section' on your order form when placing with order or contact us within 24 hours of placing your order and we will try to accommodate your requirements.

Please note that we are a UK based company and all domestic deliveries where standard delivery has been chosen as part of the order process are made by Royal Mail 1st Class with a delivery estimate of 7 working days (excluding weekends and public holidays) from the date of dispatch. International orders (for delivery outside the UK) are sent via International Airmail and can take at up to 30 working days (excluding weekends and public holidays) for delivery from the date of dispatch and therefore you should allow 60 days for delivery from the date your place your order. Customs inspection and custom duties may also be payable on international orders and these may further delay delivery dates. We cannot be held responsible for customs delays and all custom duties are payable by the buyer.

If your order is not delivered within a reasonable time then we will raise an enquiry with our delivery company. Most of our deliveries are made by Royal Mail who do not class items as lost or missing until 15 working days from the date of posting. We cannot raise a claim until this period has elapsed. All of our packages are sent insured, however we will not be able to effect a refund or replacement until our delivery agent has investigated the case and admitted liability. Once we have received this information, we will be able to dispatch replacement goods or alternatively process a refund via your original payment method. For all Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs) cancellations, refunds will be processed in accordance with the CCRs within a maximum of 14 days from the date that you cancelled your order. Royal Mail customer services can be contacted on 0845 774 0740 and they will be able to assist you to trace your delivery by quoting your full postal address and the dispatch date confirmed in your dispatch email. Alternatively please contact us and we will make enquiries on your behalf.

Cancellations, Returns & Replacements

Cancellations: We are unable to cancel any orders for flower designs, wedding flowers and arrangements once work has commenced because we may have already incurred costs pertaining to your order. This will include (but is not limited to) preparatory work, sourcing the materials and timed work incurred preparing and constructing the designs. We do not hold stock and all our flowers designs, wedding flowers and arrangements are handmade to order.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs): Consumers (UK and European Union) - under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to fourteen calendar days starting the day after you or your nominee has received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. This does not apply to certain 'exceptions' specified at section 28 of the CCRs, including goods made to your specification, all handmade to order flowers, wedding flowers and arrangements, samples of flowers or fabric that are cut into lengths, bespoke, custom orders tailored to your requirements (including wedding packages that are not composed of ivory medium roses and contain different colours / types of flowers) and perishable products i.e. fresh flowers, preserved and fresh petals, helium and florist spray). For CCRs cancellations, any standard delivery charges will be refunded, however unfortunately we are unable to refund express delivery charges, delivery charges for part cancellations or return delivery charges which will be at your cost. If you wish to cancel your order within 30 minutes of placing it, call customer services on 0800 0614 062. If more than 30 minutes have elapsed we will be unable to stop the processing of your order acknowledgment. Further details of your rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau. To cancel your order you must advise us within the timescales above, by email at [email protected] or via telephone on 0800 0614 062. We have included a cancellation form for your convenience here, however you do not need to use this form. Once you have excercised your right to cancel under CCRs you must return your order to our return's address: within 14 calendar days. Please include your order reference number (shown on your order acknowledgement) in all correspondence. All goods are sent back at your own risk and we would strongly advise that you obtain proof of posting and use recorded / special delivery including the relevant insurance to cover the cost of your return because the goods are not our responsibility until we sign for them. If we do not receive the item back from you within 14 days after your request to cancel, then we will arrange for a collection of the item from your residence at your cost. This cost will either be deducted from your refund or charged via your original payment method. Refunds - You will be refunded via your original payment method within 14 days of the day we receive the goods back or 14 days from the day we receive proof that the goods have been sent back. We have a right to deduct an amount from reimbursement (or apply a charge) if the value of the goods has diminished by handling beyond what is necessary to establish their nature, characteristics and function. By placing an order you accept these terms and conditions. These cancellation rights are not exercisable to businesses or any goods supplied on a business to business basis. For all contracts, both consumer and business to business, we have the right to refuse or to cancel any orders before the contract is completed and we will notify you by email to this effect.

Consumers (Outside European Union) - All goods ordered for delivery outside the EU can only be returned if faulty. You will be required to return the good to our return's address: AWF Returns, for inspection.

Business Clients (Business to Business (B2B)) - All goods ordered B2B or in the name of a business can only be returned if faulty, or by prior arrangement at our discretion. For discretionary returns, you will be responsible for the both outward and return postage costs and a 40% re-stocking charge to cover our costs of dealing with your transaction.

Additional Services - Gift Wrapping & Express Delivery - You should be aware that once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us (eg: gift wrapping or express delivery). Any charges for gift wrapping and / or express delivery (as selected through the order process) are classed as 'addtional services' and are provided under a seperate contract. For cancellations under CCRs these additiional charges will be witheld and delivery charges refunded at the standard delivery charge - we cannot refund any priority, express or courier component of the delivery charge.

Please note that you have a duty to take reasonable care of the goods - we will only accept the return of goods if sent back in an original condition and within the terms specified above. We will not accept back any goods that are soiled, damaged, used, smell of smoke, dust, pets or items returned in unsuitable packaging that they are damaged on arrival at our business return' s address.