Terms and conditions

By placing an order on this website or when calling our customer services team, you are agreeing to the following terms and conditions:

You must be over 18 to place an order for alcoholic products on the Serenata Flowers website. By placing an order, you confirm that you or the recipient of an alcohol gift are over the age of 18.

Order Acceptance Policy

All orders received are subject to acceptance by Serenata Commerce Limited and we reserve the right to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received via the payment method used to place the order.

All prices shown are inclusive of VAT at the prevailing rate (currently 20%).

Changes to your order

If you wish to change your order, please do so via the My Account area of the Serenata Flowers website. We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address and card message) requested at least 24 hours before dispatch. Please note that once orders have been 'assigned to production', no changes can be accepted.

For peak season (Valentine's Day and Mother's Day), we are unable to guarantee to accept changes to orders within 72 hours of the intended delivery date.

Cancelling your order

Orders can normally be cancelled up to 48 hours before the intended delivery date. You can cancel your order via the My Account area of the Serenata Flowers website or by telephoning customer services. Please note that once orders have been 'assigned to production', orders cannot be cancelled.

For peak season (Valentine's Day and Mother's Day), we are unable to guarantee to cancel orders within 72 hours of the intended delivery date.

Payment problems

Our website has a secure checkout (we use Thawte SSL Certificates and pass the FBI/SANS Internet Security Test), so we encourage you to place your orders online. On occasion, however, bank-related payment failures occur that prevent us from accepting your order immediately.

Occasionally, card details that are entered correctly and backed by sufficient funds are not validated because the card issuer is performing a random security check. In these cases, although we'll have received your order, we'll need to take payment over the phone. We'll email or call you as soon as possible in these circumstances. If you receive a message telling you that payment has not been validated, please contact our customer service team immediately to ensure your order is delivered on time.

Owing to time differences, payments made out of office hours, or problems getting hold of you via the contact details you've provided, we're sometimes unable to process a valid payment prior to the requested delivery date. Although this delay is regrettable, it is outside our control and we cannot offer any form of refund in these circumstances.

Timed deliveries

We offer a number of timed delivery options. However, please note that other than these standard delivery options, we are unfortunately unable to make deliveries within customer-specified time periods.

Delivery policies

For full information related to our delivery-related policies, please see our delivery information page.

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 to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. Where this is necessary, and the substitution is significant, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our customer services team. Please note that foliage and sundries (including vases) may be substituted without notice.

If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept the substitution.

Damaged flowers

Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:

• a re-send on the next available delivery date, or
• a full refund

100% satisfaction guarantee

Our 100% satisfaction guarantee only applies to the products (excluding sundries such as the card message) and aspects of our service that we (or our fulfillment partners) have direct control over. The guarantee is not applicable to issues that are outside our control such as incorrect or incomplete addresses provided by the customer or refused deliveries (for example, a refused delivery to a hospital). In addition, for Postal Flower orders, customers are unable to claim under the 100% satisfaction guarantee if the delivery is not made on the chosen delivery date (as detailed on our delivery information page).

A summary of our resolution policy is shown below:

• In the event of non-delivery on the selected delivery date, we will either refund you in full or redelivery your order. This does not apply for postal flower orders.
• In the event of late-delivery on the selected delivery date, we will either refund you the delivery charge paid for your order and offer compensation via discount vouchers. This does not apply for postal flower orders.
• In the event of damaged products being received, we will either refund you in full or redeliver a replacement for the damaged product(s). Please note that it may be necessary to return the original product in order to receive the refund.
• If we are unable to fulfill your order, we will refund you in full.
• If we send the wrong product, we will resend the correct product. Please note that it may be necessary to return the original product received.

Please note that all compensation will be in the form of a full or partial-refund against the original payment or in the form of discount vouchers for use in a future order. We are unable to provide any other form of financial compensation under any circumstances.

Special offers

At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.

In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall 'prevail'. We are unable to offer special offer discounts for purchases that have already been made.

As our special offers are contingent on the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time, and without prior notice.

We also reserve the right to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Customer and recipient personal information

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.

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

At the checkout, we ask for the following personal information:

• Customer's email address
  We use this information to provide a better customer experience by sending order confirmations, dispatch confirmations and delivery confirmations. We will also use the customer's email address in the event that we need to make substitutions. Please ensure that email addresses are accurate.
• Customer's full name and address
  We use this information for credit card validation and for direct mailing (only if you have agreed to receipt of these mailings).
• Customer's telephone number (and mobile number)
  We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.
• 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.

Thank you for you order, and we hope your Serenata experience will be a pleasurable one.

Calls to our customer services team from mobile phones and abroad

We provide freephone telephone numbers for our customer services team. These numbers are free to call from a UK landline. Calling these numbers from a mobile phone or from abroad may incur charges. Whilst convenient, mobile phones can be expensive to use and you should note some service providers charge for calls to free phone numbers (this is outside our control). We regret that we cannot reimburse any telephone costs incurred when using mobile phones or when calling from abroad. It is therefore recommended that a landline phone be used wherever possible when calling our customer services team. Alternatively, contact us via email, live chat or our 'call me back' service.

Copyright

All copy and images on this website are owned by Serenata Commerce Limited and protected by Copyright. Unauthorised infringement of copyright may be result in legal action being taken against the offending party.

Registered company address

Serenata Commerce Limited
Spout Lane
Staines
Surrey
TW19 6BN
United Kingdom
Company Registration number: 4727153
VAT registration no: 813344650