Terms & Conditions

 

TERMS
These Terms and Conditions of Sale (“Terms of Sale”) are the terms and conditions on which prewett miller Ltd  (“we”, “us” or “PM Flowers”) provides products to you (including flowers). In addition to the Website Terms of Use, your purchase of products from us through this website or via any other method (e.g. telephone or email) is subject to these Terms of Sale. Please read these Terms of Sale carefully before ordering any products from our site or via any other method. By placing an order for any of our products, you agree to be bound by these Terms of Sale.

INFORMATION ABOUT US
www.pmflowers.co.uk is a site operated by prewett miller Limited (we). We are registered in England and Wales under company number 06035685 and with our registered office Registered office address Galla House, 695 High Road, North Finchley, London, N12 0BT. Our VAT number is 894 130 124.

We are a limited company.

YOUR STATUS
By placing an order through our site, you warrant that:
(a) You are legally capable of entering into binding contracts; and
(b) You are at least 18 years old.

 

1 Orders and Cancellations

1.1 Order Acceptance Policy. In order to place an order we require your name, email address, payment details and the details of the order. You do not need to create an account with us, but we will store the details of your order on our systems in order to process this, and full details of how and where your data is stored can be found in our privacy statement. Once an order has been successfully placed and accepted we'll send you an order confirmation email to the email address entered during the checkout process. If you do not receive this email within 5 hours, please contact us my phone or email in order for us to check that the order has gone through and ensure you receive the confirmation email. All orders and subscription requests received are subject to acceptance by PM Flowers, and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.

1.2 Timing of your order. As a part of the checkout process you will be able to select the delivery date for your first order delivery, whether that delivery is part of a subscription or a one-off order. You will also be able to select the frequency of recurrence (in the case of a subscription). Some delivery options are not guaranteed but this will be detailed when you select the option and in a confirmation email.

1.3 Changes to your order & Cancellation policy.

We do not allow orders to be edited or cancelled after acceptance of the order or, if earlier, within twenty-four (24) hours of the requested delivery date in London or within 48 hours prior to Nationwide orders, Thanksgiving, Christmas Eve, Valentine's Day, Father's Day or Mother's Day (because of our extremely high volume of orders during these times). We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including the delivery address and gift card message) 24 hours prior.

1.4 Pausing or cancelling your subscription

For any cancelations or amendments to your Subscription, please drop us an email to contact@pmflowers.co.uk with your order details and we’ll be happy to help. Cancellations need to be made 7 days before the next delivery is due. Amendments need to be made at least 3 days before the next delivery is due. If cancellations or amendments are made before the notice period, you will receive and be charged for your next delivery and then your subscription will end/your amendments will take effect.

1.5 Subscription prices

The price for each order within a subscription is the price at the time that a subscription is set up. We reserve the right, at our absolute discretion, to raise our prices at any time for reasons including, but not limited to, price increases from our suppliers and partners. If we raise our prices, we will give our subscribers not less than 7 days notice before their next delivery and provide the option to cancel your subscription free of charge. If we receive no contact from you 48 business hours prior to your requested delivery date, we will assume that the changes are accepted by you and your order will proceed as amended.

1.6 Errors, Inaccuracies and Omissions

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

2 Products

2.1 Certain Products may be delivered by us in bud to ensure longer life.

2.2 Some Products, Flowers and Plants may be harmful or poisonous, if you require further information before submitting an order please contact us using the contact details on our contact us page or viewing our care guide pages.

2.3 All flowers are subject to availability. In the event of any supply or quality difficulties, we reserve the right to substitute a Product of equivalent value and quality. We may try to contact you regarding a substitution however this will be carried out on a case by case basis. If we are unsuccessful at contacting you via the contact methods provided prior to the time that we are required to make up your order, we will assume that you accept the substitution.

2.4 In the event that we are unable to supply the Product or any substitute product to you at all, we shall notify you as soon as is reasonably possible and shall reimburse your payment in full and in any event no later than 14 days after the intended delivery date.

2.5 Please call us prior to ordering if you have an allergy. We cannot guarantee that any of the flowers supplied by us are free of allergens. Some flowers may be harmful or poisonous. If you require further information before submitting an order, please contact us.

2.6 In order to get the best out of your flowers, please follow any maintenance guidelines or instructions that we may give to you. Please note that fresh flower arrangements last an average of 7 days in Autumn and Winter and 5 days is Summer if properly cared for and our maintenance guidelines are followed. However, some seasonal flowers may only last 3 to 4 days; this is a characteristic of the flower and the weather. Assuming that your flowers are properly maintained in accordance with our guidelines, we only guarantee our flowers for these time periods

2.7 Please note that the images of the flowers and bouquets on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflects the colour of the flowers. Your flowers may vary slightly from those images. Please refer to the product descriptions on the website which will set out full details of the product.

 

3 Alcoholic Gifts

It is an offence for persons under the age of 18 years to buy or attempt to buy alcoholic liquor under the Licensing Act of 1964 (UK) and 1976 (Scotland). Under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland), it is an offence for any person under 18 to buy, or attempt to buy, intoxicating liquor. It is an offence under Licensing (Northern Ireland) Order 1990 for any person under 18 to buy, or attempt to buy, intoxicating liquor.

1. The sale of alcohol is ancillary to the main business of PM Flowers as a floristry business.
2. Orders of bottled alcoholic drinks shall only be accepted when they are to a company a delivery of flowers or plants etc. Any orders of solely alcohol are prohibited. Customers who place such orders online shall be contacted and offered the option of either to add an additional item such as flowers to the order, or to receive a full refund.
3. The sale of alcohol is available through online sales only. No direct sales of alcohol are available from our retail premises at 53 Connaught Street.
4. PM Flowers does not permit the consumption of alcohol on the premises/in the shop.

 

4. Deliveries

4.1 Delivery Schedule:

We deliver to most London addresses six days a week, from Monday to Saturday. For nationwide and some Greater London addresses, deliveries are made five days a week, from Tuesday to Saturday. Please note that same-day delivery is not available for nationwide deliveries. Our standard delivery hours are between 10am and 6pm for business addresses, and until 8pm for residential addresses.

4.2 Specific Delivery Times:

Unfortunately, we cannot provide guaranteed time slots for delivery due to factors such as Central London traffic and weather conditions. However, for London delivery, you can request either an AM or PM delivery slot. Please note that for nationwide delivery, specific AM or PM requests are not available.

4.3 Recipient Unavailability:

If there's no one available to accept the delivery, the recipient will receive a text message to rearrange delivery. In some cases, the driver may leave the flowers with a neighbor or in a secure place, with notification. If you have specific delivery instructions, please provide them when placing your order. However, We cannot always guarantee that our third delivery partners will be able to follow them.

4.4 Customers responsibility to provide us with the accurate address on which the delivery is to be made. In case of any inappropriateness in the address, we cannot be held liable and hence will not be accountable for any kind of replacement or refund request. In case the delivery does not reach you at all because of no fault of yours, we will provide replacement or compensation. You are not liable to claim anything else than the amount spent by you.

4.5 While PM FLOWERS takes every possible measure to ensure the safe delivery of your order, please note that we rely on third-party delivery services and cannot guarantee the safety of fragile items such as glass, porcelain, or ceramic when delivered outside of the London area. Such items are transported at the customer’s own risk.

4.6 Sender is fully responsible for providing accurate delivery information, including the correct house or flat number, as well as a valid UK contact number for the recipient. Failure to provide complete delivery details may result in delays or failure to reach the intended destination. Additional charges may apply in such cases. e.g. the order being returned to the shop, resulting redelivery fees for the second attempt.

4.7 It is the responsibility of the sender to inform the recipient of a delivery. If any perishables are left in a safe place, this is at the discretion of our courier partner and we are not responsible for the safe delivery of the order.

4.8 PM FLOWERS is not responsible for:

• Products delivered to incorrect addresses supplied by the sender.
• Unsuccessful deliveries arising from the recipient not being present at time of delivery at the address supplied by the sender.
• Decreased product quality due to an incorrect delivery address supplied by the sender, or a re-route requested by the sender.
• Product quality problems caused by improper handling by the recipient.
• Deliveries unable to be fulfilled due to forces beyond our reasonable control, such as severe weather, government lockdowns, mechanical breakdowns, road traffic accidents.

 

5 Satisfaction Guarantee/ Our Promise

We always do everything in our power to ensure that fresh bouquets are delivered to the recipient. At PM FLOWERS, we deliver flower bouquets to every corner of the United Kingdom. Our goal is to ensure that the recipient is delighted when they receive their flower gift and we always do everything possible to ensure that the flower arrangements are perfectly arranged, transported with care, and delivered in perfect condition.

5.1 Freshness

Our flowers are occasionally sent out in bud form meaning they will last longer with the recipient. If you receive flowers that do not seem fresh, please contact the our Team at contact@pmflowers.co.uk to let us know. If, at our sole discretion, we consider that the flowers do not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date, or a partial/full refund. Please note that you will need to email us a photo of the un-fresh flowers within 48 hours of receipt in order to be eligible.

5.2 Damage

While our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on a small number of occasions (and for reasons beyond our control) they may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact us. Please note that you will need to email us a photo of the damaged flowers in question within 48 hours of receipt of the flowers. We will investigate the issue and take appropriate action, which may include offering an exchange. If your order is eligible for exchange, we will arrange re-delivery to be made in the next available time slot.

5.3 Non Delivery

While we take all appropriate steps to make sure our flowers are delivered, sometimes mistakes occur. If we fail to deliver your order (i.e. if your flowers have not arrived on their intended delivery date) we will either send you a free replacement on our next available delivery date, or we will refund you the full price of your order within 3 days. Please note that banks might take an additional 3-5 days to refund the amount on your card.

*Please note: Non-delivery need to be reported to us within 3 days of the scheduled delivery date

5.4 Orchid Plants

Regularly priced orchid plants (excluding items purchased on offer) that fail within 7 days of purchase may be exchanged for a replacement of the same variety and value only if the plant is deemed to have failed due to it is own inherent biology. In the event that the orchid has failed due to detrimental external/environmental factors e.g. incorrect watering, excessive temperatures etc, no exhange will be offered. Our expert team will investigate and determine the best solution on a case by case basis.  A receipt will be required for all exchanges.

5.5 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, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.

 

6 Returns and Refunds

6.1 Returns

Please understand that due to the perishable nature of flowers, we are unable to accept returns on these products. If you wish to return any accessories, you can do so within 14 days of the date on which you place your order and we will refund to you the price you paid for the products. You will need to pay any costs associated with returning the products.

6.2 Refunds

If an order is filled and delivered on time and there is a question as to the quality of the arrangement then we will gladly replace the arrangement. To request a replacement we must be contacted within 48 hours of the delivery. Bear in mind that flowers are perishable. Proper care is required. It is the responsibility of the recipient to follow any care instructions provided. No refunds or replacements will be made for any order should the recipient or sender not notify us within 48 hours of the original service date.

If we are unable to provide you with a replacement or accommodate your delivery request, we will refund you the entire order amount.

6.3 Small Errors

Should small errors like the wrong message card, we do not offer a full refund since the flowers were received and these flowers are the value of the order. We do believe in fairness and, to remedy this situation, we will be willing to contact the recipient in order to apologise and read out the message over the phone. Such rare errors may occur since our florists are human. We may offer a voucher as a token of our sincere apologies to the customer.

Should human error result in the omission of an 'add-on' (i.e. box of chocolates, bear, vase, cake, a bottle of wine, or champagne, etc) we will refund the amount paid for this omitted 'add-on' only. Any further remedy is at our discretion.

6.4 Should an order be refused by the intended recipient, the customer shall not be entitled to a refund.

 

7 Customers and Recipients Personal Information

7.1 To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. PM FLOWERS is not liable for any damage resulting from incorrect information or unlawful disclosure of (personal) data or information provided by you.

7.2 You may not provide us with (personal) data or information from or about others without their prior consent. You also bear full responsibility for making others' (personal) data or information available to us.

7.3 Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy statement.

7.4 During the checkout process, we ask for the following personal information:

7.5 Customer's email address. We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. If you give permission for us to do so during the ordering process, we will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate.

7.6 Customer's full name and address. If you give permission for us to do so during the ordering process, we will use the customer's address for marketing communications from time to time.

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

7.8 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.

 

8 Equal Treatment 

8.1 Our florists and customer service agents treat all customers equally with the respect that they deserve. We expect the same courtesy to be afforded to our team. If any telephone call or email is considered abusive or offensive, the customer will not receive a reply and we may refer the communications to the appropriate authorities. We reserve the right to cancel any customer account should we consider the customer to be behaving in an inappropriate manner. Should our staff feel abused or threatened, the conversation will be terminated. Courteous interactions allow us to help our customers more effectively and efficiently.

 

9 Fraud

9.1 Should we believe that any order is fraudulent, we reserve the right to cancel and refund the subscription request or order.

 

10 Our Liability

We are not responsible for indirect losses which happen as a side effect of the main loss or damage, including but not limited to:

(a) loss of income or revenue

(b) loss of business

(c) loss of profits or contracts

(d) loss of anticipated savings

(e) loss of data

(f) loss of data, or

(g) waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise;

provided that this clause 10.5 shall not prevent claims for loss of or damage to your tangible property that fall within the terms of clause 10.1, 10.2 or clause 10.3 or any other claims for direct financial loss that are not excluded by any of categories (a) to (g) inclusive of this clause 10.5.

 

11 Viruses, Hacking and Other Offences

11.1 You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of-service attack.

11.2 By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

11.3 We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any material posted on it, or on any website linked to it.

 

12 Change to Terms of Service

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.