ORDER CANCELLATION
> CANCELLING AN ORDER
We understand that under certain conditions and for
good reason that orders may need to be cancelled.
The timing and length of notice in relation to the
gifts and service provided will always be very important
in decisions about cancellation of orders.
ORDER CANCELLATION > CANCELLATION
REQUEST FROM CUSTOMER
If you wish to cancel your order, we would need
good and reasonable notification subject to the gift
product involved and how it would be delivered. The
following guidelines set out the time scale for each
major method of delivery. Please add a further working
day to those shown below for each UK Bank Holiday
which comes in the middle of any working days prior
to the delivery date.
(1) For all deliveries by the
next working day Royal Mail Special delivery, we would
require notice by 12:00 hrs UK time on the clear working
day before the working day of delivery. This would
be 09:00 hrs on a Saturday where Monday delivery is
offered. (example: 12 noon, UK time on Monday for
a Tuesday delivery) We reserve the right to charge
in full for any gift orders where additional gift
products have been purchased by us to fullfill a specific
customer request. In some situations the whole order
may be chargeable, if we have had to purchase these
extra gifts in advance, even before the above deadline.
(2) For all Salmon deliveries
in two working days by Royal Mail Special delivery,
we would require notice by 12:00 hrs UK time, on the
working day, two clear working day before the working
day of delivery. (example: Monday by 12 noon UK time
for Thursday delivery)
(3) For all main fruit deliveries
by courier, we require one clear working days notice
by 12:00 hrs UK time on the working day before the
working day of delivery. (example: by 12 noon UK time
Monday for a Tuesday delivery. Cancellation for deliveries
through our London Express Service may only be possible
within 30 minutes of us receiving your order because
of the timescale involved with the delivery.
(4) For all UK florist deliveries,
cancellation will depend upon the order details and
time between the cancellation request received and
the delivery time/date. We may need to check whether
your product has been made or is already out on delivery.
Some items, such as flowers for funerals, may be produced
during the day before delivery. We reserve the right
to charge in full for an order where we receive a
cancellation request, especially at short notice and
where specific flowers or gifts have been obtained
by our florist to fulfill special order requests.
Any cancellation request should be made at the earliest
opportunity and we reserve the right to refuse cancellation
or request full or partial payment according to how
far your gift has progressed in the system.
(5) For all international florist
deliveries, cancellation of any order will depend
on the time remaining from the time we receive the
cancellation request and the requested delivery day/possibly
time. All relative time differences would be very
important for communication. It should be possible
to cancel advance delivery date orders with several
working days notice. In the event of a cancellation
for an order involving non floral gifts, we reserve
the right to charge for those gifts in full and possibly
the original floral gift, if these goods have been
purchased by our florist, to especially fullfill a
customer order/request. We must state that cancellation
of international orders may be very difficult. The
sooner we are advised of a cancellation request the
better. We are not prepared to cancel any order at
short notice where we are unable to stop the delivery
of your gift.
ORDER CANCELLATION > CANCELLATION
PROCESSING
One of our sales advisors will read your request
for cancellation as soon as it is received in our
office. We may not be able to confirm immediately
whether your order can be cancelled as we will need
to go through certain procedures and checks. This
is especially important if you telephone to request
cancellation.
Our sales advisor will contact
you by their choice of means of communication. If
we are responding to contact from yourself we will
probably use the same method as how you contacted
us.We will contact you to confirm what we can offer
to do about your order. Contact should be made very
quickly after your request was received, although
there may be additional delays for international orders.
As we will need to respond to
you request for cancellation we request that you remain
available and able to answer the telephone or receive
you e-mail and respond to our messages. We reserve
the right, not to cancel your order, if we cannot
communicate with you, within a reasonable
time, between receiving your request and the latest
notification time, as above.
ORDER CANCELLATION > CANCELLATION
BY GIFTSERVICE
Order cancellation in this section refers to the cancellation
of an order before we have confirmed an order will
be proceding through our system. Either no charge
will have been made or any charge will have been refunded
in full.
We reserve the right not to
procede with any order where we feel that it will
put us, the recipient or any other party in a vulnerable
position either financially or for any other justifiable
reason. We will contact every customer placing an
order to notify them of the cancellation providing
a viable contact e-mail address has been given. We
may not be prepared to incur extra expense, other
than to use e-mail to cancel such an order.
We list some examples below.
(a) Payment cannot be cleared
through the payment card details provided and requests
for further information or contact provide no response
within a reasonable time frame for the gift concerned.
We presume our messages are not received or are being
ignored.
(b) Insufficient delivery address
details are provided, where we consider the order
will not be delivered, through lack of information
and we have received no reply to our request for further
information.
(d) Insufficient customer details
or details for the person paying for the order.
(e) Impossible or incorrect
delivery date requested, where other details seem
insufficient. No customer reply to query.
(f) Urgent order for immediate
dispatch where details incorrect or badly entered
with no repsonse from customer.
(g) It is our opinion, from
assessing the order details, that the order may be
fraudulent.
We trust that for the majority
of orders it will not be necessary to even consider
cancellation but this will be done should the need
arise. We reserve the right to cancel and we will
not accept any complaint from any customer, immediately
or at a later date, where we do not feel comfortable
to proceed with the order for the above reasons.
We reserve the right, under
certain circumstances, whether to fully explain our
reasons for cancellation.
ORDER CANCELLATION > CANCELLING
A CONFIRMED ORDER
We reserve the right to cancel an order, or consider
the order completed, under certain circumstances.
We further reserve the right
not to fully or partly refund the customer where non
delivery or incorrect delivery has resulted from circumstances
totally out of our control. The decision to refund
will relate to circumstances, costs incurred and the
perishability of the gift.
Here we provide a few examples
of typical problems. This list does not cover all
possible situations.
(a) Where every effort has been
made to make the delivery to an address given, which
proves, in our opinion or that of our delivery agent,
to be incorrect or non existent.
(b) We find that after reasonable
attempts to make the delivery by our delivery drivers,
the recipient will not accept the gift, refuses to
accept the gift, or is obviously, deliberately and
constantly unavailable to accept the gift, which has
been ordered by our customer.
(c) Delivery is correctly made,
to an incorrect address, as supplied by our customer
and the goods are accepted at that address.
(d) A postal delivery is delivered
to a house where there is no one at home. Following
correct Royal Mail procedues, a postcard is left at
the house requesting the recipient collects the gift
from the local sorting office. The recipient subsequently
does not collect the gift or refuses to collect the
gift.
(e) A delivery is made, for
the correct gift, to the correct delivery address
on the correct day but it is accepted by another person
who fails to give it to the intended recipient.
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