TERMS AND CONDITIONS PAGE
By placing an order on this website or when calling our customer services team, you are agreeing to the following terms and conditions:
Order Acceptance Policy
All orders received are subject to acceptance by Fitzroy's the florist 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%).
Changes to your order
If you wish to change your order, please do so by telephoning Fitzroy's Flowers. 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 made by 5pm on the day before dispatch. Please note that once orders have been 'assigned to production', no changes can be accepted.
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 telephoning Fitzroy's Flowers. Please note that once orders have been 'assigned to production', orders cannot be cancelled. Please note that once orders have been 'assigned to production', no changes can be accepted.
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.
We accept all major forms of credit cards.
Our website has a secure checkout (we use Thawte SSL Certificates and pass the FBI/SANS Internet Security Test), so we encourage you to place your orders online. On occasion, however, bank-related payment failures occur that prevent us from accepting your order immediately.
Occasionally, card details that are entered correctly and backed by sufficient funds are not validated because the card issuer is performing a random security check. In these cases, although we'll have received your order, we'll need to take payment over the phone. We'll email or call you as soon as possible in these circumstances. If you receive a message telling you that payment has not been validated, please contact our customer service team immediately to ensure your order is delivered on time.
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.
Adverse weather conditions
During adverse weather conditions (such as heavy snow, ice, flooding or high winds), our delivery teams may not be able to delivery orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.
For full information related to our delivery-related policies, please see our delivery information page.
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 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 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. If you wish to discuss the substitution we have made, please contact our customer services team. Please note that foliage and sundries (including vases) may be substituted without notice.
If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept the substitution.
Because of the perishable nature of many of our products, in order for us to best help with any complaints we ask that they are brought to our attention within 48hrs or delivery.
We guarantee seven days of freshness for your flowers, from the date of delivery providing that the care instructions are followed. If any flowers arrive damaged, die or wilt within seven days of delivery you should take a digital photograph of them and send it to us via firstname.lastname@example.org.
If you want to return a product to us because it was damaged when delivered or is faulty, please use our returns policy set out below. If you want a refund not a replacement we will refund you the price and the delivery costs and the cost of returning it to us. Please send us a receipt for the return postage costs.
We will inspect all products returned to us as faulty or damaged. If we discover that they are not faulty or damaged we may recharge you for the products and the costs incurred by us.
If we have sent you the wrong product
If we send you a product that you have not ordered please use our returns policy set out below. If you return it to us we will refund the price, the original delivery costs and the cost of returning it to us.
Returns Policy and Complaints
If you are returning a product in accordance with our damaged flowers or wrong product clauses above or you have a complaint please contact the Customer Services team via our contact page or by post at Fitzroy’s Flowers, Unit 5 Stour Road, London. E3 2NT. You will then be given a returns reference number or customer service issue number (as appropriate). You must quote this number in all correspondence. Each return will be dealt with individually and the most appropriate action agreed with you.
Where products are being returned to us we advise you to return products by a secure postal method to the address given to you by our customer services representative and obtain a receipt as proof of returning it to us. If you have diffculties returning the products, for example, by reason of their size, please contact us.
If you do not use the returns reference number on all correspondence it may delay our response to you.
In the event of non-delivery on the selected delivery date, we will either refund you in full or redelivery your order – it is your choice, just let us know.
In the event of a late delivery where you have chosen our AM or other specific timed delivery service, we will refund you the extra delivery charge in full. Please note that banks might take 3-5 days to refund the amount on your card.
If we fail to deliver your order we will refund you the full amount. Please note that banks might take 3-5 days to refund the amount on your card.
We only allow one voucher to be used per order. The voucher discount will be applied to the product cost and not the delivery.
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.
All copy and images on this website are owned by Fitzroy’s Flowers Dot Com Ltd and protected by Copyright. Unauthorised infringement of copyright may be result in legal action being taken against the offending party.
Registered company address
Fitzroys the florist ltd.
Unit 5, Stour Road
London E3 2NT