Terms and Conditions

For the purposes of this statement “we” refers to the Vendor, Amelia Flowers, and “you” refers to the Customer

By placing an order on the Amelia Flowers website or calling us directly, you are agreeing to the following terms and conditions:

You must be over 18 to place an order for any alcoholic product shown on the Amelia Flowers website. Additionally, by placing an order, you confirm that you or the recipient of an alcohol gift are over the age of 18.

Order Acceptance Policy

All orders received are subject to acceptance by Amelia Flowers 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 17.5%).

Changes to your order

If you wish to change your order, please contact u as quickly as possible either by phone or mail. 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.

For peak season (Valentine's Day and Mother's Day), we are unable to guarantee to accept changes to orders within 72 hours of the intended delivery date.

Cancelling your order

Orders can normally be cancelled up to 48 hours before the intended delivery date.

You can cancel your order by mail, email, the contact form on the Amelia Flowers website or by telephoning us. We reserve the right to decline the request if the order has already been prepared and is waiting for shipment.

For peak season (Valentine's Day and Mother's Day), we are unable to guarantee to cancel orders within 72 hours of the intended delivery date.

Payment problems

Our website uses a secure and well known third party provider, Worldpay, so the process of payment is quick and relatively painless. If for any reason your card payment fails to clear we will contact you as soon as we can. It may be that we have to take your details over the phone and we assure you that any such information is held in strictest confidence.

Also we're sometimes unable to process a valid payment prior to the requested delivery date. This may be a result of: time differences; payments made out of opening hours; or problems getting hold of you via the contact details you've provided. Although we regret any delay and inconvenience caused to you, it is outside our control and consequently we cannot offer any form of refund in these circumstances.

Delivery Times

We offer a same day delivery service and timed delivery options. Where we are unable to fulfil the option you have chosen we will inform you and present alternatives. Where we fail to deliver to time you have the right to cancel the order and receive a full refund. Where we try to deliver but are unable to as the intended recipient is not there to receive them we reserve the right to charge an extra delivery fee for any subsequent attempt we make to deliver the goods ordered.
Delivery policies
For full information related to our delivery-related policies, please see our delivery information pages under “Services”.

Flower availability and substitution

All floral products are subject to availability. In the event of any supply difficulties or if the flowers we have received from our growers which form all or part of your order do not meet our quality standards, we reserve the right to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. Where this is necessary, and the substitution is significant, we will try to contact you via email or telephone. If you wish to discuss the substitution we have made, please contact us directly. Please note that foliage and sundries (including vases) may be substituted without notice.
If we are unable to contact you via the contact methods above prior to fulfilling your order, we will assume that you accept the substitution.

Damaged flowers

Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged. If the recipient receives damaged 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 refund

100% satisfaction guarantee

Our 100% satisfaction guarantee only applies to the products and aspects of our service that we (or our fulfillment partners) have direct control over. The guarantee is not applicable to issues that are outside our control such as incorrect or incomplete addresses provided by the customer, sundries such as the card message, or refused deliveries.

For example, a refused delivery to a hospital, place of work etc.

For orders booked through eFlorist you are covered by their guarantees

A summary of our resolution policy is shown below:
* In the event of non-delivery on the selected delivery date, we will either refund you in full or redelivery your order. This does not apply for postal flower orders.
* In the event of late-delivery on the selected delivery date, we will either refund you the delivery charge paid for your order and offer compensation via discount vouchers. This does not apply for postal flower orders.
* In the event of damaged products being received, we will either refund you in full or redeliver a replacement for the damaged product(s). Please note that it may be necessary to return the original product in order to receive the refund.
* If we are unable to fulfill your order, we will refund you in full.
* If we send the wrong product, we will resend the correct product. Please note that it may be necessary to return the original product received.
Please note that all compensation will be in the form of a full or partial-refund against the original payment or in the form of discount vouchers for use in a future order. We are unable to provide any other form of financial compensation under any circumstances.

Special offers

At our discretion, from time to time, 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 offer 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.

We also reserve the right to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Customer and recipient personal information

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.
Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.
At the checkout, we ask for the following personal information:
* Customer's email address
We use this information to provide a better customer experience by sending order confirmations, dispatch confirmations and delivery confirmations. We will also use the customer's email address in the event that we need to make substitutions. Please ensure that email addresses are accurate.

* Customer's full name and address
We use this information for credit card validation and for direct mailing (only if you have agreed to receipt of these mailings).

* Customer's telephone number (and mobile number)
We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.

* Recipient's full name and address
We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.

Thank you for your order, and we hope your Amelia Flowers experience will be a pleasurable one.

Calls to our freephone line from mobile phones and abroad

We provide a freephone telephone number for our UK customers. These numbers are only free to call from a UK landline. If you are calling from a mobile phone or from abroad then you may incur a charge. Should this occur you the customer are responsible for the charge and Amelia Flowers will not reimburse you or any such telephone costs incurred. It is therefore recommended that a landline phone be used wherever possible when calling our customer services team. Alternatively, contact us via email, live chat or our 'call me back' service.

Our Policy on Refunds

Our refund policy as it affects each specific area is shown within the clauses of these Terms and Conditions. Our refund policy in general is that we will refund a customer where we have accepted:

• your order but failed to deliver the flowers;
• where the flowers are demonstrably of poor quality;
• where you cancel before we deliver;
• where we are unable to fulfil your order owing to time constraints or product availability.