By placing an order on this website or when dealing with our customer services team, you are agreeing to the following terms and conditions:
You must be over 18 to place an order for alcoholic products on the Serenata Flowers website. By placing an order, you confirm that you and the recipient of an alcohol gift are over the age of 18.
Order Acceptance Policy
All orders received are subject to acceptance by Flowers Online Ltd and we reserve the right to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received via the payment method used to place the order.
All prices shown are inclusive of VAT at the prevailing rate (currently 20%).
Order Changes Policy
If you wish to change your order, please do so via the My Account area of the Serenata Flowers website. We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address and card message) requested at least 24 hours before dispatch. Please note that once orders have been 'assigned to production', no changes can be accepted.
During exceptionally busy seasons like Christmas, Valentine's Day and Mother's Day, we cannot guarantee to accept order changes within 96 hours of the intended delivery date.
Order Cancellation Policy
Orders can normally be cancelled up to 48 hours before the intended delivery date. You can cancel your order via the My Account area of the Serenata Flowers website. Please note that once orders have been 'assigned to production', they cannot be cancelled.
During exceptionally busy seasons like Christmas, Valentine's Day and Mother's Day, we cannot guarantee to accept order changes within 96 hours of the intended delivery date.
Payment Terms
Our website has a secure checkout - we use DigiCert SSL Certificates and pass the FBI/SANS Internet Security Test. On occasion bank-related payment failures occur that prevent us from accepting your order immediately.
Owing to time differences, payments made out of office hours, or problems getting hold of you via the contact details you've provided, we're sometimes unable to process a valid payment prior to the requested delivery date. Although this delay is regrettable, it is outside our control and we cannot offer any form of refund in these circumstances.
Delivery policy
For full information related to our delivery-related policies, please see our Delivery Information page.
Timed deliveries
We offer a timed delivery option at an extra delivery charge. Other than the timed delivery option, we are unable to make deliveries within customer-specified time periods.
FLORIST-DELIVERED PRODUCTS
We always do our very best to ensure your flowers arrive on your chosen date or within the expected time frame. However, as we work with trusted local florists and third-party couriers for some orders, there may be rare occasions when delivery isn't possible as planned. If this happens, we'll let you know as soon as we can and either arrange an alternative or refund your service fee in full. In some cases, we may ask for the flowers to be returned before processing a refund.
For deliveries handled by third-party couriers to Northern Ireland, certain areas of Scotland, and Wales, please allow up to an extra 48 hours for your blooms to arrive. We appreciate your patience and will always do our utmost to ensure your flowers reach their destination as quickly as possible.
Events beyond our control
We shall have no liability to you for any failure to deliver products you have ordered or any delay in doing so or for any damage or defect to Products delivered if caused by any event or circumstances beyond our reasonable control including, without limitation, adverse weather, pandemics, strikes, lockouts and other industrial disputes, breakdown or systems or network access, flood, fire, explosion or accident.
Flower availability and substitution
All of our flowers, plants and bouquets are subject to availability. In the event of any supply difficulties or flower quality issues, we reserve the right to substitute any product with an alternative product of a similar style and equivalent (or greater) value and quality. If you wish to discuss the substitution we have made, please contact our customer services team.
Damaged flowers
Although we do our best to ensure that this does not happen, on rare occasions, flowers may arrive at their destination damaged . If the recipient receives such flowers, please contact us immediately so that we can arrange one of the following: a re-send on the next available delivery date, or a full or partial refund. The amount of partial refund will depend on the specific circumstances and condition of the flowers.
Please note: If you are unhappy with your order for any reason you will need to contact us as soon as possible, latest within 5 days of the delivery date, using the 'Contact Us' link on our website. Due to the perishable nature of our goods we are unable to deal with any complaints and issues raised after the 5 day period. For quality issues we will require a photo clearly showing the problem which you can attach to the contact form.
Special offers
At our discretion we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.
In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall 'prevail'. We are unable to offer special discounts for purchases that have already been made.
As our special offers are contingent on the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time, and without prior notice.
Our personalised special offers and promotions are to be redeemed only by the customer in receipt of the discount or special offer and cannot be transferred to another person.
Vouchers
We only allow one voucher to be used per order. The voucher discount will be applied to the product cost and not the delivery charges.
Gift Cards
Gift Cards are valid for 12 months from the date of purchase of the card. After 12 months the card will automatically expire and any remaining balance on the card will be cancelled. Gift cards are non-refundable.
Copyright
All copy and images on this website are owned by Flowers Online Ltd and protected by Copyright. Unauthorised infringement of copyright may be result in legal action being taken against the offending party.
Registered company address
Flowers Online Ltd
Suite 1 & 2 Stepnell House
Tollgate
Chandlers Ford
Hampshire
SO53 3LU
VAT: 479669118
Company Reg: 07123236