POINT OF DELIVERY >
WHAT HAPPENS WHEN A GIFT IS DELIVERED?
In the UK the delivery proceedures will vary according
to the delivery service being used for each of our
gifts. (see link below) Deliveries of our gifts internationally
will vary according to the normal practices within
each individual country.
POINT OF DELIVERY > CENTRAL
DELIVERY POINT
The point of delivery is the address which has been
entered by you into your order form and confirmed
back to you on your order confirmation. Any changes
to this address will have been confirmed to you. We
recognise and refer to, the nearest point to the recipient
where the delivery can be made, as "the central
delivery point"
POINT OF DELIVERY > ROYAL
MAIL - SERVICE INFORMATION
Many of our gifts are delivered using the Royal Mail
Special Delivery Service. Your gift will be delivered
on the requested delivery day by the Royal Mail. The
UK is divided into delivery area zones. We expect
deliveries to most of central England to be made before
12 noon, with most of the remainder of the UK completed
by the end of the same day, mostly by 17:00 hrs. Delivery
to a few parts of the UK will be delayed to 2 or 3
days but that margin is normally built into the delivery
planning. These times although expected can be flexible.
POINT OF DELIVERY > ROYAL
MAIL - MAKING THE DELIVERY
The Royal Mail delivery person will arrive at
the point of delivery, contacting the recipient and
making the delivery. The delivery will be made to
the recipient or the person accepting the delivery
at that specific address. The recipient will be asked
to sign for the gift.
POINT OF DELIVERY > ROYAL
MAIL - SIGNING FOR THE DELIVERY
On signing for the gift, we would expect that the
recipient, under normal terms of accepting a delivery,
would check the physical appearance of the parcel.
They would sign for the parcel providing it was in
good condition, sign accordingly if it was damaged
in any small way but reject it and send it back if
it was severely damaged.
POINT OF DELIVERY > ROYAL
MAIL - NOBODY AT HOME
If there was nobody at home when the delivery was
attempted a postcard would be left by the Royal Mail
delivery person. This card would state that a delivery
had been attempted and when. It would request that
the recipient should either contact the local Royal
Mail sorting office to arrange a further delivery
by appointment or go to the local sorting office to
collect the gift. (see link below)
POINT OF DELIVERY > ROYAL
MAIL - POSTCARD
The postcard left at the delivery address will
carry information concerning the gift, the address
of the local sorting office, its telephone number
and hours of opening. A further form of ID may be
required when collecting the gift. (see link below)
POINT OF DELIVERY > ROYAL
MAIL - MONITORING DELIVERIES
We monitor all deliveries placed with the Royal Mail,
through the Royal Mail website, later in the day on
the day of delivery or as soon as the information
is published. We try to contact the recipient, when
we find a postcard has been left at the delivery address,
to make sure the postcard has been found and that
the gift will be collected. If the recipient is unobtainable
we may keep trying or we will try to contact the customer.
(see link below)
POINT OF DELIVERY > ROYAL
MAIL - COMPLETING THE DELIVERY
We consider that once the first delivery has been
attempted, by the Royal Mail, under their terms of
the service they offer to us, we have met our obligation
in making the delivery. At this point either a successful
delivery is made or we deem to have completed our
contractual obligation by the delivery being attempted.
The gift is now held on behalf of the recipient at
the local sorting office. As the Royal Mail consider
the gift to be the property of the recipient, a further
delivery or collection is out of our hands, this should
be organised by the recipient.
POINT OF DELIVERY > ROYAL
MAIL - COLLECTING FROM THE SORTING OFFICE
We regret that as we are unable to control whether
the recipient actually collects their gift from the
local sorting office, we cannot accept responsibility
for organising this or making it happen. We consider
that our contract has been fulfilled once the delivery
has been attempted and the card has been left. We
cannot accept financial or physical responsibility
for ensuring that the gift arrives at the recipients
house under these circumstances.
POINT OF DELIVERY > ROYAL
MAIL - MONITORING COMPLETION
We will continue to monitor the progress of the gift
and keep in contact with the recipient and our customer
to the best of our ability according to the availability
of the other parties. If the gift is not collected
from the local sorting office it will eventually be
returned to the sender. Providing all formalities
have been observed and we consider that we have helped
in every way possible, under the service we offer,
to achieve the initial delivery, we regret that we
will not be prepared to offer any refund for the returned
gift. Any perishable gift will be totally useless,
by the time the gift is returned, after the number
of days the gift is held.
POINT OF DELIVERY > ROYAL
MAIL - NON COLLECTION OF GIFT
As previosly mentioned we deem the gift to have been
delivered to the best of our ability when the Royal
Mail has followed proceedures, attempting delivery
and then holding the gift awaiting collection. This
statement should be taken as prior notice that we
do not accept any liability for the situation where
the recipient refuses to collect the gift from the
local sorting office. We hereby give advance warning
of this requirement and will not offer any refund
where this situation occurs.
POINT OF DELIVERY > ROYAL
MAIL - TERMS & CONDITIONS ACCEPTANCE
We understand that by placing an order through our
service, which will be delivered by the Royal Mail
Special Delivery Service, our customer has had an
opportunity to read the above information and statements.
We presume agreement with them as the basis for placing
their order. The above terms may be further brought
to our customers attention in the event of a query.
POINT OF DELIVERY > COURIER
DELIVERY - DELIVERY EXPECTATION
Deliveries by courier can arrive at the recipients
address at any time during the working day. We regret
that we do not have ultimate control over the delivery
time for the normal service used. We do hope that
the driver will recognise business addresses and get
to them before too late in the day. Generally speaking
most deliveries are completed by mid afternoon.
POINT OF DELIVERY > COURIER
DELIVERY - SUCCESSFUL DELIVERY
When the delivery is made at the point of delivery
the recipient, or their agent, will be expected to
receive and sign for their gift.
POINT OF DELIVERY > COURIER
DELIVERY - DAMAGED GOODS
A note should always be made on the documentation
if the parcel is marginally damaged in case the damage
proves to be more serious when the parcel is opened.
The parcel should be refused if it is badly damaged
or arrangements made for its return if the driver
insists on leaving it. Our office should be notified
in the event of any damage.
POINT OF DELIVERY > COURIER
DELIVERY - NOBODY AT HOME
We understand that the immediate decision, as to the
course of action, when nobody is at home to receive
a delivery, is left to the delivery driver. There
is no overall correct proceedure. We list a few suggestions
of possible courses of action below:
-
The driver may proceed with
his other deliveries and return to the recipients
address later to reattempt delivery.
-
The driver may try to find
a neighbour who will accept the gift on behalf
of the recipient, a calling card may be left.
-
The gift may be left in
a "safe" place at the recipients address
such as an enclosed porch or even on the doorstep
if the driver feels this is safe.
-
If a satisfactory delivery
cannot be made the parcel may be returned to the
courier depot and the delivery attempted again
the next day. Contact may or may not be made with
the recipient prior to the delivery at the discretion
of the couriers.
POINT OF DELIVERY > COURIER
DELIVERY - DELIVERY PROBLEMS
When a delivery cannot be made for various reasons,
the address proves to be incorrect, the address cannot
be found, serious damage has occured to the parcel,
delays have occured by incorrect routing of the parcel
and other similar problems we would hope to be notified
by the courier company.
We must stress, at this point.
that we are in the hands of the courier company and
can only react to information received from them.
We will only take corrective action when we are made
aware of a problem. We feel it is only fair to say
that unless we know about a problem we cannot be held
responsible for not informing our customer about that
problem before we are told about it.
As soon as we are made aware
of a problem we will contact our customer and/or the
recipient to explain the problem and try to agree
a corrective course of action.
POINT OF DELIVERY > FLORIST
DELIVERY - DELIVERY EXPECTATION
Our UK florist deliveries are mostly made by the florist
own delivery vehicle and driver. From time to time
additional vehicles and drivers may be employed, especially
at peak periods. Deliveries may also be made by taxi
or minicab. Short notice or speedier deliveries are
usually made in this way. Our florist will have more
control over the actions and proceedures adopted by
deliveries using their own vehicles than with deliveries
by taxi or minicab. Where a delivery arrives by taxi
or minicab for non urgent deliveries any extra cost
will be paid by our florist unless other special circumstances
apply.
POINT OF DELIVERY > FLORIST
DELIVERY - SUCCESSFUL DELIVERY
Our florist driver will go to the recipients address
and deliver the floral gift. Providing our customer
has provided the correct delivery name and address
and the recipient or their agent is at home the delivery
will be perfectly made. In most cases the recipient
will be asked to sign for the gift.
POINT OF DELIVERY > FLORIST
DELIVERY - RECIPIENT NOT AT HOME
When the driver is unable to deliver the gift to the
recipient, as there is nobody at home or answering
the door, a further course of action is adopted. The
next course of action is left to the discretion of
the driver who can assess the immediate situation.
The first and normal action
will be to look for a nearest neighbour who is at
home, check with that neighbour and make the delivery
to the neighbour. Our driver would ask them to hold
and look after the gift until the recipient returned
home and came to collect it from them. A card would
be put through the recipients door to state where
the flowers had been left. The neighbour would be
asked to contact our florist if the recipient did
not collect their gift within a reasonable time.
Under certain circumstances,
at the discretion of our driver the floral gift may
be left at the delivery address in a place which looked
safe to the driver. This would normally only happen
after the driver could not find a neighbour to take
the flowers in or the delivery address was in a very
secluded place. A calling card would be left through
the door to explain where the gift had been left.
Other courses of action may
be possible according to the delivery location. Flowers
may be left at a business premises near to the delivery
address, at a local shop near to the address.
POINT OF DELIVERY > FLORIST
DELIVERY - NEIGHBOUR RESPONSIBILITY
We regret that wherever or with whom flowers are
left with good intention we are unable to guarantee
that the person receiving them on behalf of the recipient
will automatically make them available to the recipient
without a request from the recipient. The neighbour
is helping all parties in good faith but is not employed
by our florist.
We are unable to guarantee that
when the flowers are left with a neighbour that the
recipient will actually collect the flowers from the
neighbour, although it is in their interest to do
so. If collecting the flowers becomes a real problem
our florist should be informed and they will assist
in this matter by arrangement with both parties.
Sometimes where flowers are
left with a nighbour, by good intention, the neighbour
goes out themselves or the shop accepting the flowers
closes for the day. These people having accepted the
flowers in good faith will probably not think to notify
our florist. The recipient returns home and cannot
get to their flowers. The recipient should contact
our florist, whose number would be on the calling
card left, asking for assistance.
If there is any problem caused
by flowers being left anywhere, when it was not possible
to make the delivery direct to the recipient, the
recipient should call our florist immediately to discuss
the problem. Although we would be prepared to assist
in sorting out a problem it best dealt with between
the recipient and our florist. We may not be aware
of a problem at that stage.
POINT OF DELIVERY > FLORIST
DELIVERY - DELIVERY NOT POSSIBLE
On some occasions it is not possible to make a delivery
when the recipient is not at home. Our driver may
consider that there is no suitable neighbour to accept
the flowers and there is no safe place to leave the
flowers. Our driver may have been told that the recipient
is on holiday.
A postcard would normally be
left at the recipients address requesting that the
recipient calls our florist to organise a redelivery.
A further delivery may be attempted later the same
day if the driver is in the area.
Our office would expect to be
notified in the event of a problem which could delay
delivery of the order beyond the next day. This notification
would be left to our drivers discretion.
POINT OF DELIVERY > FLORIST
DELIVERY - GUARANTEED DAY DELIVERY
When you order your flowers to be delivered on a specific
day and that delivery has been accepted and confirmed
as going ahead, your flowers will arrive at the recipients
address on that requested day.
If the recipient or their agent
are not available at the delivery address to receive
your gift the above proceedures will be followed.
In the course of these actions
delays will occur which could mean that your gift
does not reach the recipient until later than the
expected day of delivery. We must state that we are
unable to accept any complaint for non delivery on
the intended day. The delivery would have been made
if there had been someone at home. In most cases gifts
are still received on the intended day at some stage.
POINT OF DELIVERY > FLORIST
DELIVERY - TIMED DELIVERIES
We do not offer the facility, on our order form, to
order our florist delivered flowers to a specific
delivery time. We explain the significance of delivery
time in our section entitled "delivery times"
see link below.
If you need to request a time
related delivery you should send us a message to explain
and request this service before sending your order.
We will always try to help. Extra charges may apply.
see link below.
Any delivery where time is involved
may need to be made by taxi or minicab. A florist
delivery vehicle may be made available, where this
is possible, at extra cost.
POINT OF DELIVERY > FLORIST
DELIVERY - TAXI DELIVERY
More urgent deliveries can be organised in many areas.
To achieve this type of delivery will require a degree
of extra organisation. It will always be subject to
the availability of a taxi or minicab in the delivery
area at the time of delivery. This service would need
to be checked before an order is placed.
When a more urgent or timed
delivery is made by taxi, minicab or florist vehicle
we will need to be sure that the recipient or their
agent will be at home. This is a one way delivery
and it is unlikely that the driver will be prepared
to leave the flowers at any other address. If there
is nobody at home the flowers could be left on the
doorstep at the senders risk!
It is unlikely that the taxi
driver would obtain any signature for delivery.
In the event of any further
problems involving redirection of the delivery vehicle
or goods returned all further charges will be chargable
to our customer at cost. This is inferred and therefore
agreed as part of our terms for organising such a
delivery.
POINT OF DELIVERY > FLORIST
DELIVERY - INCORRECT DELIVERY ADDRESS
Our florist will produce and deliver your floral gift
to the address stated on your order form.
The address given may prove
to be the wrong delivery address because the recipient
has moved from that address. Our driver may be made
aware of the problem at the time of delivery or if
not the delivery will be completed and we may have
to address the problem when we are subsequently told
about it.
(1) Driver informed at the time
of delivery:
The delivery may need to be
transferred to a totally different town or locality
and our florist will be left with the floral product.
If this product can be resold or used for another
suitable delivery, your order will be re directed
to the new delivery location at no extra cost. Where
the product cannot be sold, especially where specific
colours or flowers have been requested our florist
may be entitled to charge for the original gift in
full. There may be further delays in reorganising
the delivery.
Example: delivery to a central
hospital where the recipient goes home earlier than
expected and lives in another town.
Example: delivery to a house
where the recipient used to live but has moved.
If the recipient lives in the
same area that our same florist would normally cover
for delivery then we would expect the delivery to
be made to the new address the same day, providing
it is not too far or too late in the day. Extra costs
may apply but will be at our duty managers discretion.
Our customer will be kept informed as we are informed.
(2) Floral gift accepted at
the delivery address:
When the delivery is accepted at the delivery address
for whatever reason and our florist is informed that
the recipient is not actaually at the address we will
always do our best to correct the situation.
Our willingness to correct
of this type of problem will depend upon the circumstances
and time delay involved, especially if the delivery
was correctly made according to customer instructions.
We would have to consider the
condition of the flowers, the geographical location
and the complexity of the problem. It is very likely
that further delivery charges may apply and in some
cases the full order cost will be chargeable plus
the cost of a new order.
Please note that it is our intention
to assist in all ways with any problem which may occur
but we are limited by the cost of correcting certain
problems, especially where we have correctly completed
your delivery.
POINT OF DELIVERY > FLORIST
DELIVERY - DELIVERY PROBLEMS
Our florist delivery service is open to the influences
of all the normal problems of delivery. It is possible
that deliveries may be delayed during a typical day
because of factors outside our control.
Prime examples of these are
traffic congestion, bomb scares, police closure of
roads, demonstrations, sporting fixtures, vehicle
breakdown, special functions and weather conditions.
Every effort is made to deliver
all orders as soon as possible within a working day.
Sometimes deliveries can run into the late afternoon
/ early evening for this we apologise in advance but
we expect to complete all orders as much as is possible.
In rural locations our florist
driver may have to cover large areas of country in
any one day. Sometimes deliveries can run into the
late afternoon / early evening for this we apologise
in advance but we expect to complete all orders as
much as is physically possible.
POINT OF DELIVERY > FLORIST
DELIVERY - NOTIFICATION OF PROBLEMS
As soon as your order has been received and processed
you will receive our order confirmation receipt. From
this stage you should presume that we consider that
your order has been delivered on the requested day
unless we are notified of any problems.
Occasionally queries may occur
at the point of delivery over the condition, presentation
or acceptability of the gift delivered. If a problem
is noticed at the point of delivery we would expect
it to be discussed by the recipient with the delivery
driver or for the recipient to contact our florist
immediately where suitable corrective action can be
taken.
If a problem is notified by
the recipient to the customer we would appreciate
being informed as soon as possible to allow us to
correct the problem.
Immediately we are notified,
by our florist, of any problem with your order, we
will contact you, to try to correct that problem.
We are unable to accept liability for any problem
that we are unaware of but guarantee to try to correct
that problem as soon as we are aware of it.
In the same way we need to be
informed by our customer of any complaint or criticism
concerning our service or the actions of our florist.
Our ability to correct a problem
may be limited to our being able to contact our customer.
We hope that full contact details have been given
but regret that we will not be responsible for further
problems or delivery delays which may result from
a lack of response from our customer.
POINT OF DELIVERY > FLORIST
DELIVERY - SAME DAY LATE DELIVERIES
We would refer you to our soonest delivery reference
chart, see link below, where we outline cut off times
for same day deliveries.
Here we offer information, especially
for business addresses, where as the day progresses
the amount of time between receiving and delivering
an order can be much tighter. Extra charges will apply.
Orders received and confirmed,
for delivery to a business address, after 12 noon
UK time, for the same day delivery by 17:00 hrs, will
carry an automatic surcharge of £5.50 where
this service is available. Our ability to organise
these deliveries will diminish the nearer we get to
17:00 hrs. The time needed to produce the gift, the
availability of transport and traffic congestion will
need to be taken into account.
Where this service is not available at this price
or where the time allowance is less or later in the
day further charges may apply. We will not proceed
with such an order until the cost is accepted, unless
our customer indicates they wish to proceed at any
cost by so indicating in the extra information box
on the order form. Our customer will be notified of
these charges before we can proceed with the order.
A quick response would be required to accept the charges.
If we do not receive a quick response the order will
be cancelled.
Late orders received after our
cut off time for delivery to a private address may
be accepted where we receive a request in the extra
information box that extra costs will be accepted.
Close customer contact would be necessary by phone
or e-mail. If we do not receive any indication that
extra costs will be accepted the order will be processed
for delivery on the next working day.
Please note where late delivery
orders are placed, the delivery will be made by taxi,
minicab or florist van, see note above, taxi
delivery. We must expect that there will be
someone at the delivery address to receive the gift.
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