Terms & Conditions  

Thank you for visiting the debenhamsflowers.com terms and conditions page. The terms and conditions here apply to the use of this website, placing orders, competitions and promotions. Please find all relevant terms and conditions below. By using this website you are agreeing to be bound by the appropriate terms and conditions.  

 

Products 


We reserve the right to change all or some of the contents or packaging to provide an item of equal or greater value without notice. All products are subject to availability. Products may be delivered in bud to ensure longer life. Bouquet contents may be harmful if eaten or a skin irritant - please contact us if you require further information before submitting an order.

 

Our Guarantee  
We buy the freshest flowers available and guarantee that they will stay fresh for at least 7 days. Should this not occur, we will be happy to replace your bouquet free of charge.

Please note that we require a photo to clarify the condition of the flowers within 7 days of receipt.

If you are not 100% happy with your bouquet please get in touch and let us know, we do greatly appreciate your feedback and are always striving to better our service. You can get in touch via email or live chat service where one of our customer service team will be very happy to assist you.

 

Flower Care  
Roses are shipped with guard petals intact to protect the flower during transit. Upon receipt please remove any brown, dark or discoloured outer guard petals. 
Please be aware most lilies are considered toxic to cats and caution should be taken. Certainly the following varieties are known to be poisonous: The Easter Lily (Lilium Longiflorum), Tiger Lily (Lilium Tigrinum), Rubrum Lily (Lilium Speciosum) and the Japanese Show Lily (Lilium Lancifolium).


 

 


General 

The reproduction of the colours of our products is as accurate as the photographic and production process will allow. However, due to the limitations and the relative inconsistencies of various display monitors together with the natural variations of our products, the colours you see on your screen are intended as a guide only.

All matters concerning and incidental to, any offer or agreement for the purchase and sale of goods from our website shall be in English and construed and governed according to English law and the English courts shall have jurisdiction in all such matters.

Debenhams Flowers do not participate in all promotional activities advertised on Debenhams.com. 

Flower Service

These terms apply to flowers ordered by internet through the Debenhams website. Internet offers relate to internet transactions only and may not be available in store. Likewise (temporary and local) promotions and offers in store do not apply to internet prices. 



 

Cancellation 

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Flowers

 

Please note that during peak periods - orders will be processed up to 4 days prior to the delivery date; therefore we are unable to accept any amendments after 5pm Wednesday March 2nd 2016

 

Cancellations can only be accepted if received 48 hours before the requested delivery date or, if earlier, before any last given order date. Orders placed or cancelled on Saturdays, Sundays or Bank Holidays will be treated as having been received by us on the following working day. For practical reasons, flowers are non-returnable. This does not affect your statutory rights. Please do not return any items purchased online or via the flowers order line to Debenhams stores as immediate refunds cannot be issued.

Due to their nature, these offers are subject to availability. In the event of supply difficulties, we will substitute flowers or packaging of equal quality and value.

 

Please note, once orders have been despatched, they cannot be cancelled due to the perishable nature of the product. We cannot cancel orders during peak events (Christmas, Mother’s Day & Valentine’s Day) which can be processed up to four days prior to despatch. We guarantee that your flowers, plants or associated items remain fresh for seven days from the date of delivery. If any flowers arrive damaged, die or wilt within seven days of delivery you should take a digital photograph of them and email the photograph to [email protected]


If we send you a product that you have not ordered please contact us on 
020 3696 1129
 Flowers and plants can only be returned if found to be faulty. Your statutory rights are not affected. For queries, phone 020 3696 1129. Call charges vary according to your service provider. Debenhams stores cannot process flower returns.

Wines & Hampers

Cancellations can only be accepted if received 48 hours before the requested delivery date. If you changed your mind and wish to return your items please check our returns policy below.

Personalised Gifts

Due to the personalised nature of the products, orders can only be cancelled prior to production. If you wish to cancel your order, please contact customer services as soon as possible on 020 3696 1129 (Call charges vary according to your service provider). If it is possible to cancel your order before it is produced and despatched, we will do.

 *Also applies to hampers, wines and personalised gifts.



 

Returns & Refunds 

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Flowers:

Due to the perishable nature of all flower deliveries, any complaints and refunds will be dealt with on a case by case basis and will be at our discretion. 


Please note, flowers may only be replaced/refunded if the complaint is made within 7 days of receipt.  This may be made by telephone or email. We are not liable for any complaint made outside this time. If the flowers we delivered are not what you ordered or are damaged or defective, or the delivery is of an incorrect quantity, we shall bear no liability to you unless you notify us of the problem within 48 hours of the delivery. Please note the Distance Selling Regulations do not apply to flowers and plants due to the nature of perishable goods, but do apply to other gifts we sell. 

 

 If for whatever reason we deliver the wrong bouquet we will send out the correct bouquet to your recipient. We may require a photo to clarify which flowers were delivered purely for our own records. This excludes bouquets that have had blooms replaced due to them not being available or are out of season as they will be replaced by blooms/flowers of an equal or greater value.


Please note that free items are subject to availability at the time of purchase.


 The burden is with the purchaser to inform the recipient of the delivery of flowers. If the flowers are left in a safe place at the discretion of the courier we are not liable thereafter for the safe receipt of the goods. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own; we are regrettably unable to offer a refund or complimentary re-delivery. We will endeavour to redeliver if goods are returned to us by the courier.

If we cannot get in contact with the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non-delivery. Where Debenhams Flowers has tried all possible methods to fulfil the order, regrettably a refund cannot be given.

 

Debenhams Flowers are not responsible for any order where the recipient refuses to accept the item. Debenhams Flowers will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.

 For items that are returned, the consumer will bear the costs for the return of that item. We regret that we cannot refund return postage costs.

 In the event of small errors in the order such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order.

 

 In the case of a missing gift (such as a bear, box of chocolates, vase, bottle of wine, champagne or cake etc) we will refund the amount paid for the omitted 'add on' item only.

 

If the bouquet delivered is the incorrect size, we will refund the difference between the size received and the size ordered only.

 

If for whatever reason Debenhams Flowers are unable to fulfil your order we will refund the full amount to you or will redeliver the bouquet at a later date and upgrade it to an order of greater value free of charge.

 

Hampers:

 

You are allowed a 7-day cooling off period from the date of delivery. This means that we will refund the total cost of the product and the delivery charges (including any out of area, named day or Saturday surcharges) to you in full, if you choose to cancel your order for any reason, provided that you comply with the below:

 

  1.    You notify us of your cancellation in writing (email) to [email protected]  within 7 working days of delivery.

 2.    The goods remain unused and component parts are unopened.

 3.    You or the recipient retain and take reasonable care of the goods until collected by our carrier.

 4.   You or the recipients are reasonable in making the goods available for collection by our carrier who will collect only during the daytime on working days.

 5.    Refunds will be issued upon receipt of the item.


Please note that we are unable to reimburse the cost of returning an item to us under any circumstances, as we will arrange collection through our own carrier at no cost to you.

 

Exceptions:


 In accordance with distance selling regulations, we regret that you may not cancel or return:

1.    Fresh food gifts or hampers (including cheese, meat or fish)

2.    Large hampers containing fresh food such as Smoked Salmon

3.    Personalised and branded goods

4.    Bespoke hampers. Please note that from the time of receiving your written order we will purchase component parts relating to your hamper and we regret that these orders cannot be cancelled. This applies to large corporate orders.

 

Delivery Delays:


Unfortunately, Debenhams Flowers cannot take responsibility for late delivery of any hampers due to:

1. Adverse weather conditions

2. Incomplete or incorrect delivery addresses

3. Any other causes beyond our reasonable control

 

Cheese and Fresh Food:


 Cheese gifts and fresh food hampers must be signed for upon delivery. Please ensure that your recipient will be available to receive the goods on the chosen delivery date.

 All fresh food needs to be opened and refrigerated within 48 hours of despatch to ensure that the contents remain safe to consume.

 We regret that for food safety fresh food cannot be despatched for Monday delivery.

 We do not send fresh food items to Highlands, Islands or Overseas addresses as we cannot guarantee to our satisfaction that they will remain cold during the longer travel times.

 We are unable to offer product or delivery refunds for failed fresh food deliveries that are due to the recipient not being at home or due to us having been provided with an incorrect delivery address.

 

 Allergens:


 - The majority of our hampers contain chocolate and/or cheese which will not be suitable for those with an intolerance to dairy goods.

 - All of our hampers are packed in an environment where nuts are packed which may not be suitable for those with a nut allergy.

 - Some products such as mince pies will contain traces of alcohol.

 - Some products do contain animal fats so would not be suitable for vegetarians/vegans.

 - Diabetics are encouraged to eat a balanced diet and not specific “diabetic” foods so our hampers would be perfect for them to eat in moderation.

As our hampers are designed to 'treat' clients, the contents are varied. There will be items that are suitable for all; such as delicious preserves, tea, coffee, savoury and sweet treats, which we hope that all will be enjoyed.

 

Damaged or defective hampers:

 

If your recipient has received a damaged or defective item then we guarantee to replace the item as long as:

1. You telephone us on 020 3696 1129 (Call charges vary according to your service provider) or email [email protected] within 48 hours of delivery of the hamper including a photograph of the damaged item in your email.

2. If we request to see the hamper we will organise the collection at our cost, but the recipient is responsible for making the hamper available for collection between Monday to Friday 9am to 5pm (except Bank Holidays)

3. If required we will refund the cost of the hamper in full or we will replace the hamper. If the same hamper is not available we will replace with a hamper of equal or higher value.

4. If you arrange for us to collect an item from you or your recipient which, after being assessed by our hamper quality control department is not deemed to be damaged or defective, please note that we will deduct the cost of collection from your refund.

Please note:

You will not be charged for the collection of your item nor for the delivery of a replacement hamper.

Wines:

You may cancel and return your order up to and including 14 calendar days after the day on which you have received your order. Please contact our customer services team and we will arrange to collect (free of charge) the unwanted goods and reimburse the appropriate sum paid including delivery costs within 14 calendar days after the day we receive the goods back provided all the bottles are unopened and intact and the wine is in its original packaging.

Refunds will be made by the same payment method you originally used to make payment.

If the wine is faulty

If the wine is corked, oxidised or appears otherwise out of condition, provided it is still within the recommended drink date and has been stored in suitable conditions, we will arrange to replace the faulty bottle(s) or offer a refund as appropriate. We reserve the right to collect faulty bottles for inspection so please retain them where possible.

Damaged items

If your recipient has received a damaged or defective item then we guarantee to replace the item as long as:

You telephone us on 020 3696 1129 (Call charges vary according to your service provider) or email [email protected] within 48 hours of delivery including a photograph of the damaged item in your email.

 

Cancellation By Us: 

We reserve the right to cancel the contract between us if:

- we have insufficient stock to deliver the products you have ordered; or

- the price or description of the products was listed incorrectly due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract we will notify you by email and refund any sum paid by you to your credit or debit card. We will not be obliged to offer any compensation for loss or disappointment suffered by you.

 

- We will make every effort to conform to product listings and in the event of non-availability, goods will be substituted with other item(s) of similar quality and value. Errors and omissions excepted. Colours of linings can vary and photographic props i.e. glasses are not included unless otherwise stated.

 

All orders are subject to availability, if a hamper is sold out then we will endeavour to contact the purchaser to agree an alternative hamper.

Personalised Gifts:

Due to the personalised nature of the products, unwanted goods cannot be returned. This doesn not affect your statutory rights. Replacements and refunds will be dealt with on a case by case basis and will be at our discretion. Products can be returned if they are found to be damaged or faulty, however any such complaint must be made to Debenhams Flowers within 7 days of receipt. This may be made by telephone or email. Please contact us before returning an item so we can advise you on the best way to do this. Please do not return any items purchase online to Debenhams stores as they cannot process personalised gift returns or refunds.  

Our Customer Service team is more than happy to help. If you require any information or have a problem with something you have purchased from us, you can contact us on 020 3696 1129 (Call charges vary according to your service provider) or via the contact form by clicking here 



 

Orders/Payments 

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For your order to be processed and delivered on the required date, you must supply us with all the relevant details of the recipient including full delivery details.
Your order will only be processed if full payment details are given. All orders made on debenhamsflowers.com are processed by Ecomnova.

Please note that Debenhams Flowers does not accept the Debenhams' account card or gift vouchers as payment for the purchase of goods.

Your order will be acknowledged via e-mail to the e-mail address provided by you, on the understanding that delivery is subject to availability. You will also be issued with an order reference number for any future correspondence. Acceptance of the order will take place on the allocation of the goods to your order.
 

 

Payment may be made by any of the methods indicated on the flowers payment page and will be debited when you place your order. If any credit or debit card offered for payment is declined by the card provider, we will make every effort to contact you on the number given at the time of ordering for an alternative form of payment. If, for whatever reason, we are unable to contact you and an alternative form of payment is not provided, the order will be cancelled.

You will be charged the current price for buying goods from our website at the date you place your order. All prices are displayed on our website and are inclusive of VAT. We do our best to make sure that prices are correctly shown, but very occasionally an error may occur due to a system’s failure. If this should happen or the VAT rate changes, we will correct the price and ask you to confirm whether or not you wish us to complete your order.



 

Shipping & Delivery  

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Our hand tied courier bouquets are pre-arranged and delivered in a stylish gift box complete with a personal message card, flower food and care instructions.

Some bouquets are also presented in their own boxes or containers - see the details of individual arrangements for the unique way in which each is presented. For Christmas, Valentine’s Day and Mother’s Day, gifts may be despatched over the few days leading up to the event. Further information will be provided at the time of specific events.

We offer 4 delivery options, as outlined below. Each product page on our website will show you which of these options is available for the particular bouquet or gift you have chosen to order. 

 

 

Flowers 

     

          OUR DELIVERY SERVICES

            This table shows you all the information you need regarding our delivery services.          

   

    DELIVERY OF FLOWERS

Standard Delivery      Delivery Speed    

    Next day or any named day

   Delivery Time

    8am - 6pm Monday to Saturday

   Order Online by

    4pm

   Other Info

    Available only on postal range.
    In most cases, orders arrive on the
    nominated date, but they could arrive 
   1 working day after the nominated delivery 

    date. If you need a guaranteed delivery date, 
    please select one of the other delivery options.

 

                                                                                           Standard Delivery    Delivery Speed                                   

    Next day or any named day

   Delivery Time

    8am - 6pm Monday to Saturday

   Order Online by

    7.30pm Monday to Friday

    3pm Saturday

     2pm Sunday

   Other Info

    A tracking number is provided when your item is    
    despatched to enable you to track your order.

 

                                                                                           Premium Delivery    Delivery Speed                                   

    Next day or any named day

   Delivery Time

    8am - 6pm Tuesday to Friday & Sunday

   Order Online by

    4pm Monday to Saturday

   Other Info

    Receive a one hour delivery window in the
    morning, notified in advance so that customers      
    don’t have to wait in for the delivery.

 

                                                                                           Pre 12pm Delivery    Delivery Speed                                   

    Next day or any named day

   Delivery Time

    8am - 12pm Tuesday to Friday & Sunday

   Order Online by

     4pm Monday to Saturday

   Other Info

    Receive a one hour delivery window in the
    morning, notified in advance so that customers      
    don’t have to wait in for the delivery.

 

Next day and 7 day a week delivery is offered in most areas. Please enter your postcode to see what days and services we can offer.

Out of area postcodes generally take 48 hours to deliver. The above excludes bank holidays. Our calendar will show available delivery dates around bank holidays.

 


Hampers

 

Our Hampers are available for next day delivery if order is placed before 1 pm Monday to Friday*

We use different couriers to deliver our Hampers. You will receive a dispatch email with delivery information and a link to track you order upon dispatch of your Hamper.                                                                                                         

Orders placed after 1 pm will not be sent out for next day delivery but will be rescheduled for the next working day. For cancellations, please refer back to *Cancellations & Returns.


Notes:

*Please refer to our Post code rules

*Hampers containing Fresh Food can only be delivered to mainland UK locations on a Tuesday through to Friday (no Monday deliveries) as we cannot guarantee to our satisfaction that they will remain chilled during transit.

 

Wines

Get your wine delivered the next working day or choose a specific day for delivery (Monday to Friday).

 

Please note: alcoholic gifts are only available for delivery to UK addresses with the exception of the Isle of Wight, Isle of Man, and Channel Islands.

 

Our cut off time for next day delivery is 2pm.

 

Please allow a few extra days for delivery to, Northern Ireland, Scottish Highlands and some other areas of Scotland. See postcode areas below*

Our wines are delivered with Yodel. You will receive a dispatch email with delivery information and a link to track you order upon dispatch of your order.


Personalised Gifts

As the gifts are personalised, the production and delivery timescales will vary depending on the product chosen. Please refer to the delivery information on the product you have selected for full personalisation, despatch and delivery timescales.

 

Where do we deliver? 

We deliver our bouquets, wines and gifts to all of the UK with the exception of the Isle of Wight, Isle of Man, and Channel Islands.


Out of Area Postcodes  

 

Debenhams Flowers are committed to delivering our bouquets as quickly as possible. Therefore our courier-delivered Next Day Delivery service is not available for some postcode areas due to the length of the delivery time to those regions.

Below is a full list of postcodes that are out of the delivery area for this delivery option. Delivery to these locations takes 2-3 working days. A named day for delivery can be selected from the calendar once you have put your delivery postcode in against a product selected for purchase.

 

Out of area postcodes

 

We cannot always guarantee a delivery date, but will endeavour to deliver on your desired date as all flowers are sent using a 24 hour delivery service the day before your chosen date (*out of area postcodes exceptions apply).

                                   

Any orders made for delivery on a bank holiday may be delivered the next working day unless otherwise stated.

 

At peak times we reserve the right to extend delivery times. During peak periods, if we miss the specified delivery date but still deliver the order you will not be entitled to a full refund.

 

We will always attempt to deliver your order to the address that was entered on the order page. It is vital that a complete address is provided such as flat number, post code, unit, room number, street address and town.

 

Please note that in some circumstances courier delivered products to Northern Ireland, Scotland, the Islands and harder reach areas may take an additional working day in transit.

 

We are not liable for delivery failure where incomplete or incorrect shipping has been provided, this includes incorrect post codes. It is the customer’s responsibility to check that the information provided is correct. 

 

When placing an order for a patient or member of staff at a hospital, it is important to check prior to purchase that the hospital will accept a flower delivery. It is important to provide us with an up to date ward number for a particular patient as some wards will accept flowers and others will not. We are not liable for instances where a delivery is refused for a hospital order. 

 

If flowers are signed for, either at a house, hospital, hotel or reception, this will be adequate proof that the order was delivered successfully to your recipient.

 

What happens if I am out when the courier arrives? 

Our couriers will either leave the parcel with a neighbour, leave it somewhere safe, or will take it away. They will place a card through your door to let you know that they have been, and what action they have taken.

 

For late delivery in such instances, where there have been two unsuccessful delivery attempts, we will not be liable.

 


 

Privacy & Security  

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Debenhams Flowers take online security very seriously and are a registered secure site under the  Verisign programme.


How do we protect your information?    

We use a server certificate (also known as a digital certificate) to assure you of our identity and a secure sockets layer (SSL) to encrypt data transmissions. If you want to check our certificate/security you can do so using one of the following methods, while the Debenhams Flowers website is displayed:

1. Microsoft Internet Explorer 4 or later:
Click on the gold padlock at the bottom right of your browser to bring up the details of this site's Digital ID.

2. Netscape Navigator: Click on the padlock at the bottom left of your browser to bring up the security information.

The security measures described above ensure that all reasonable steps are taken to protect your personal information. However, the nature of the internet means that an absolute guarantee of security cannot be offered, and you should be aware that there may be a small security risk in exceptional circumstances when disclosing information online.



 

Privacy 

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Debenhams Flowers are committed to complying with the Data Protection Act 1998 and have published this guide to help you understand how and why Debenhams Flowers collect information from you, when information is disclosed and what your rights are.

You can access our website home page and browse our site without disclosing your personal data. However, when you register with Debenhams Flowers you will be asked to provide certain information about yourself.  

What information do we collect and how do we obtain it?  

If you register with us you will be asked to provide certain information such as your name, address, details of your credit card (only if you are paying by credit card), telephone number and email address so that we can process and fulfil your order, notify you of your order status and inform you of special offers and promotions.

How do we use your information?

We use the information that we collect about you to process orders and manage your account. We also use this information to monitor customer traffic patterns and site usage to help develop our customers’ web experience, and to notify you about enhancements to our services, including special offers and changes to the website. If you have given us permission to send you information about our products and services by telephone, e-mail or in writing, you agree that by doing so Debenhams Flowers are not in breach of the Telecommunications (Data Protection and Privacy) Regulations 1999 or the Direct Marketing Association (DMA) Code of Practice.

Who does Debenhams Flowers disclose the information it collects to?  

We use information about you for purposes other than the provision of a website shopping facility. As a result we may disclose your information to partner sites that provide services to our customers.  

Keeping in touch with you

We want to keep you up to date with information about new ranges, special offers and improvements to this site. If you decide you do not want us to contact you, you can request that we stop using your information and that we stop mailing information to you by writing to the Group Data Protection Manager at our Head Office, quoting Security and Privacy Enquiry. You may continue to receive mailings which are already en route to you for a short period of time while your request is being dealt with.  

What about cookies?

Our online ordering system uses a cookie to record a unique reference on your computer so that we can keep track of your order as you use the system. This cookie, that is saved to your system, is only valid for a single visit and each new visit will result in a new cookie overwriting any previous cookies that were generated on earlier visits to our site. If your internet browser is set to reject cookies or if your network firewall won't allow them then unfortunately you will not be able to use our online store. Please refer to your internet browser help file to see how to enable cookies on your PC. In order that we can monitor and improve the site we may gather certain information about you when you use it, including details of your domain name and IP address, operating system, browser, version and the website that you visited prior to this site. This may involve the use of a cookie that will not expire at the end of your browsing session.  

Your rights under the Data Protection Act 1998

You have a right to access the personal data that we hold on you. If you would like to see a copy please send a £10 fee and a written request to the Group Data Protection Manager at our Head Office or via email quoting Security and Privacy Enquiry. If you think the information we hold on you is incorrect please contact the Group Data Protection Manager at Head Office or via email, quoting Security and Privacy Enquiry.  

Debenhams Flowers commitment to Customer Service

Debenhams Flowers operate to a high level of commercial standards which are designed to protect your privacy, ensure payments are secure and that the highest standard of customer service is met.

 

Fraud

If we believe any order to be fraudulent we reserve the right to cancel and refund that order. We are not obligated to explain our reasoning.

 

 

 

THESE TERMS AND CONDITIONS DO NOT IN ANY WAY AFFECT YOUR STATUTORY RIGHTS

We offer three delivery options, as outlined below. Each product page on our website will show you which of these options is available for the particular bouquet or arrangement you've chosen to order.

Flowers And Plants By Post

Flowers By Post are delivered FREE by first class post to any UK address. To ensure your flowers arrive in time we despatch 3 days prior to your requested delivery date.

As delivery is by first class post we cannot deliver on a Sunday or Bank Holiday and cannot guarantee a date of delivery. If you require a specific date of delivery, please choose from our courier delivered range of bouquets and arrangements which will be delivered by courier on your chosen day. If you require delivery the next day or specifically on a named day, many Flowers By Post bouquets can also be upgraded to Next or Named Day courier delivery for a surcharge. Please see individual product pages for availability of this option.

For Christmas, Mother's Day and Easter, gifts will be despatched in the week leading up to the event. Further information will be provided at the time of specific events.

All Flowers By Post are delivered in a gift box, complete with a personal message card, flower food and care instructions, ready to be arranged.

Next Day Flower Delivery

Delivery is available Monday to Saturday excluding bank holidays and Sundays. Bouquets will usually be delivered between 8.00 am and 6.00 pm. We are not able to guarantee timed deliveries.

Orders for Next Day Flower Delivery placed before 3.00 pm Monday to Friday can normally be delivered the next day, with delivery on Monday for orders placed before 3.00 pm on Saturday.

Delivery is available to most UK mainland addresses (excluding highlands, islands, Northern Ireland and some parts of Cornwall and Devon. Please see the list of post code exceptions below.

Our Hand Tied Courier bouquets are pre-arranged and delivered in a stylish gift box complete with a personal message card, flower food and care instructions. Some bouquets are also presented in their own boxes or containers - see the details of individual arrangements for the unique way in which each is presented.

For Christmas and Mother’s Day, gifts may be despatched over the few days leading up to the event. Further information will be provided at the time of specific events.

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