Terms & conditions

1.0 Order Form

1.1 During order submission you shall be required to provide us with your personal details, including accurate postcode, together with those of the intended recipient and all necessary payment details. We accept payment by most major credit and debit cards. By clicking on the ‘complete order’ button on the Order Form, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing anywhere on the Online site.

1.2 For your order to be processed and delivered on the required date, you must supply us with all the mandatory details requested. Your order will only be processed if full payment details are given on the payment pages provided for us.

Your order will be confirmed by a summary page at the end of your online transaction and then acknowledged via e-mail to the e mail address provided at the start of the transaction within 12 hours, confirming your order details. You will be issued with an order reference number for any future correspondence. All costs will be charged as defined in the order summary on the date the order was placed. We will not consider ourselves bound by a contract with you until we have issued a confirmation e-mail to the e-mail address you , the customer, has supplied at the start of your transaction.

2.0 Price and Payment

2.1 Prices listed within the Service are valid for a maximum of 14 days from submitting your order.

2.2 Prices include VAT @ 20%

3.0 Products

3.1 All Products on this website (which may vary from time to time) are available to the London postcodes listed on our website only.

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

3.4 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.

3.5 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.

3.6 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.

4.0 Delivery Policy

4.1 Our delivery service is only within the London area.

4.2 Anomalies in your submitted personal details may lead to problems or delays in delivery, so before placing your order, please ensure that you have included the full address details, including accurate postcode of the intended recipient and your daytime contact telephone number or e-mail address so that we can notify you in the event that any delivery problems are encountered

4.3 Please note that we are only responsible for delivering against signature to the address you quote (or an imminent neighbour if no one is at home) we regret that where goods have been correctly delivered we can not accept responsibility if the intended recipient has moved, or lives elsewhere, and the actual receiver refuses or fails to return item(s).

4.4 If no one is available to take delivery of the Goods, the courier will either leave the Goods with a neighbour or outside the recipient’s front door.

In the instance of there being difficulties in delivering your order to the intended recipient we reserve the right to contact the recipient using the contact details you provide on the Order Form.

4.5 On Valentines Day, Mothers Day and other such annual occasions when demand for flower delivery is at its highest throughout London, We do not guarantee a time for delivery. PM Flowers will schedule delivery with our couriers for the earliest available time and will prioritise places of work to ensure that delivery is completed before the close of business. In order to ensure that delivery to a commercial address may be completed before 5 pm, the order must be received by 10 am on the day. Orders placed after this time cannot be guaranteed to reach the intended destination before the close of business.

4.6 For residential addresses, delivery at peak times will be made by 10 pm.

5.0 Refund / Cancellation Policy

5.1 In the event of a cancellation. We ask to give us at least 24 hours notice from the delivery date to successfully give you a full refund.

5.2 Once flowers have been ordered or an order has been started, we are unable to issue a refund. Bouquets are bespoke and in the case of stock ordered specifically which cannot be guaranteed to be re-sold, a refund will not be due.

5.3 If you are unhappy with the delivery upon its receipt, we will offer to replace or refund it provided that the Client has contacted us within the stipulated 1 hour timeframe, post-delivery.

5.4 If you have a complaint, please ensure that you get in touch with us providing photographic evidence as soon as possible and within two days of receiving the bouquet. This is due to the perishable nature of the items we sell in order for us to effectively deal with your query. We can only provide a replacement or refund if the complaint is made within 48 hours of the delivery being received.

5.5 We are unable to control the environment into which any perishable goods may be placed once delivered. Complaints will be assessed individually and will only be refunded if the product is deemed at fault i.e. there is a clear issue with a plant or flower.

5.6 Post and packaging costs are not refundable unless the item is faulty

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

5.8 In the event that upon arrival at the given location an order cannot be delivered due to reasons outside of PM Flowers control eg. a hospital department does not accept flowers, the recipient is not known at the address, the customer shall not be entitled to a refund. It is the responsibility of the Customer to ensure that all delivery details are correct prior to the delivery date.

6.0 Damaged flowers

6.1 Although we work with our delivery partners and our courier company to do our best to ensure your flowers arrive in perfect condition, on very rare occasions, flowers arrive at their destination damaged as a result of transportation. If the Client receives damaged flowers, please contact PM FLOWERS within 1 HOUR of receiving your order on 0207 723 4683. As we are unable to control the environment into which any perishable goods may be placed once delivered, beyond this time limit we cannot offer a refund.

6.2 PM Flowers may reserve the right to review any instance of damage on a case by case basis, however, once the flowers have been accepted by the client and after this first hour, any subsequent damage is the responsibility of the Client.