Charlton Flowers | Online Flower Delivery Terms & Conditions

E-Commerce Terms & Conditions for Online Flower Delivery

Introduction

Welcome to Charlton Flowers. By using our online flower delivery services, you are agreeing to the terms and conditions set out below. These terms govern all aspects of your interaction with Charlton Flowers, including placing orders, making payments, handling cancellations, understanding our liability, and recognising the laws that apply to our relationship. These terms and conditions are designed to protect both our business and your rights as a customer in Charlton and the surrounding areas. We encourage you to read them carefully before placing your order. If you do not agree with any part of these terms, please refrain from using our website and services.

Application of These Terms

These terms and conditions apply to all purchases of goods and services from Charlton Flowers made via our website and encompass flower delivery throughout Charlton and its surrounding areas. These terms form a legally binding agreement between you (the customer) and Charlton Flowers. Charlton Flowers reserves the right to update or amend these terms at any time without prior notice. Any changes will take effect as soon as they are posted on our website. Your continued use of our services constitutes your acceptance of the revised terms.

Order Process

1. Selection: Browse our online catalogue to select flowers, bouquets, or arrangements for delivery in Charlton or neighbouring areas. Clearly review the product descriptions and sizing options prior to placing an order, as flower types and arrangements may vary depending on seasonal availability.

2. Personalisation: Add any requested personalisation, such as card messages or special delivery instructions, at the point of purchase. While we will endeavour to fulfil your requests, not all personalisations may be feasible due to logistical or product limitations.

3. Recipient Details: Provide accurate delivery information, including the full address (with postcode), recipient’s name, and any specific date or time delivery requests. We cannot be held responsible for failed deliveries due to incorrect or incomplete details.

4. Confirmation: Once you submit your order, you will receive an on-screen confirmation and an automated order summary. This acknowledgement does not guarantee acceptance of your order but confirms receipt of your request. Orders become binding once we have processed and dispatched the items.

5. Acceptance: Order acceptance occurs when we confirm your order for despatch and issue a notification. We reserve the right to reject or cancel orders at our discretion, for example, due to unavailability of products, errors in pricing, or for compliance with our policies.

Products & Substitution Policy

While every effort is made to replicate the appearance and type of flowers shown in product images, all floral arrangements are subject to seasonality and market availability. Should an item be unavailable, we reserve the right to substitute blooms or containers of equivalent value and style, preserving the overall aesthetic intended. If a major substitution is necessary, we will endeavour to contact you for approval prior to dispatch, except in cases where delivery timing is crucial. No compensation is offered for minor substitutions where core appearance and value are maintained.

Payments

All prices displayed on the Charlton Flowers website are in pounds sterling and include any applicable VAT unless otherwise stated. Payment must be made in full at the time of placing your order.

We accept payment by authorised credit and debit cards, as well as select online payment gateways, as indicated at checkout. By submitting your payment information, you warrant that you are authorised to use the selected payment method and that sufficient funds are available. If payment is not completed or is reversed for any reason, we reserve the right to cancel your order or withhold delivery until resolved.

Delivery Terms

We provide flower delivery services to Charlton and the surrounding areas. Available delivery slots and areas are indicated during the checkout process. Same-day or next-day delivery is available for qualifying postcodes and orders placed within applicable cut-off times; otherwise, your order will be delivered on your selected date.

Delivery Instructions: If the recipient is not available, flowers may be left in a safe location or with a neighbour, as instructed. Where no instructions are provided and no one is at the delivery address, we will leave a calling card and attempt re-delivery as soon as practicable. Additional delivery charges may apply for multiple unsuccessful delivery attempts due to incorrect details or unavailability.

Receipt and Acceptance: Once products are delivered to the nominated address or collected by you/the recipient, risk and responsibility pass to you. Please check the goods upon delivery and notify us of any issues within 24 hours, providing photographic evidence where appropriate.

Order Changes & Cancellations

You may cancel or amend your order by contacting us directly. However, because flowers are highly perishable and processing begins immediately, cancellation or change requests must be received at least 24 hours prior to the agreed delivery date. Once your order has entered production or been dispatched, changes or cancellations may not be possible.

In the event that a cancellation is accepted, you will receive a refund processed within 7 working days to your original payment method, subject to any applicable deductions for costs already incurred. Charlton Flowers reserves the right to refuse or charge for cancellations made outside the above timeframes.

Returns, Refunds & Complaints

As flowers are perishable goods, returns can only be accepted if goods arrive damaged, wilted, or otherwise not as described. If you are dissatisfied with the delivered product, please notify us with supporting evidence within 24 hours of delivery. We will, at our discretion, offer a replacement, partial refund, or full refund depending on the circumstances. Refunds will not be issued for issues arising from incorrect delivery details, late notifications, or circumstances beyond our reasonable control (such as recipient unavailability).

If you wish to raise a complaint or feedback, please contact us using the contact details provided on our website. We are committed to resolving any issues promptly and fairly in line with our returns policy and applicable consumer rights.

Liability

Charlton Flowers will not be liable for any loss or damage arising from your use of our website or from delays, failures, or omissions in carrying out our obligations caused by circumstances beyond our reasonable control. This may include, but is not limited to, acts of God, adverse weather, pandemic restrictions, industrial disputes, or supply chain disruptions.

Our total liability for any claim in connection with your order will not exceed the value of the goods or services supplied, except where liability cannot be limited by law. We do not accept liability for indirect or consequential loss, including loss of enjoyment, opportunity, goodwill, or missed occasions, however caused.

Nothing in these terms shall limit or exclude our liability for death or personal injury arising from our negligence, or fraud or fraudulent misrepresentation, or any other liability which cannot be limited or excluded under applicable law.

Intellectual Property & Website Use

All content on the Charlton Flowers website, including text, product images, graphics, logos, and design, are our exclusive property or used with permission. You may not copy, reproduce, republish, or use our content for commercial purposes without express written consent.

Your use of our website is subject to compliance with these terms and applicable laws. Unauthorised use or interference with the operation of our website (such as hacking or automated data extraction) is prohibited and may result in legal action.

Privacy

Your privacy is important to us. We collect and process your personal data in accordance with our privacy policy, which details how we use, share, and store your information. By placing an order, you agree to our privacy policy as it stands at the time of your purchase.

Severability & Waiver

If any provision of these terms is found to be unlawful, void, or unenforceable for any reason, that provision will be deemed severable and will not affect the validity and enforceability of the remaining provisions. No waiver by Charlton Flowers of any right or provision shall be deemed to be a waiver of any subsequent breach or default.

Third-Party Rights

These terms and conditions are between you and Charlton Flowers only. No other person or company has any rights to rely upon or enforce any of these terms under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

Governing Law

This agreement and any dispute or claim arising out of or in connection with it or its subject matter will be governed and construed in accordance with the laws of England and Wales. Both parties submit to the non-exclusive jurisdiction of the English courts.

Contact Us

For any questions regarding these terms & conditions or for assistance with your order, please use the contact methods listed on our website. Our customer service team is available to support all customers across Charlton and the surrounding areas. Your satisfaction is important to us, and we thank you for choosing Charlton Flowers for your online flower delivery needs.