Terms and Conditions
This page details our customer terms & conditions.
van Wonderen Flowers
10 Avenue Parade, The Avenue, Lower Sunbury, Middlesex, TW16 5HS
01932 761071
Registered in England & Wales, Reg. No. 06279422
VAT No. 909 3328 19
Making a purchase could not be easier. Just browse our online shop, and add any items that you wish to buy to your shopping cart. After you have finished your selection, click on the 'Checkout' button and you will be asked for a few details that we need to be able to complete the order.
We accept all major credit cards for payment. If you are shopping from outside the UK, place your order and your credit card company will convert the transaction to US Dollars or your own local currency. Alternatively, you may order your delivery over the phone by calling us and pay with your credit card.
Order Confirmation & Contract
When you have completed your on-line order you will receive your order confirmation via e-mail. This forms your contract with us and displays your order details as provided by you which we use as our worksheet to create your design. It is your responsibility to ensure that all your wishes are detailed in this e-mail. We can only deliver using the details you have provided so please ensure to check the delivery address and any mistakes made in the wording on your order i.e. card message or item description. Please contact us if you need to amend any of the details given on your order. If we have inadvertently under-priced goods, or we are no longer able to supply a particular product for any reason we will make contact with to advise you of any amendments to the amount you have paid. Once your order has been delivered you will receive a delivery confirmation.
Flowers to Collect
Our 'Flowers to Collect' service enables to you to collect flowers from our shop after ordering them via our website. You will be able to collect your flowers from the shop an hour after placing your order. The hour starts from the time when your order has been accepted and you have received your second e-mail to confirm that payment for your order has been processed. (see above). Please print the second e-mail detailing your payment confirmation and bring it with you when collecting your order from the shop. You will also need to bring with you the debit/credit card that was used to pay for the order for verification purposes. ** Please note: you will not be able to collect the flowers if you cannot present your debit/credit card to be verified **
Delivery Schedule
All orders received for delivery before 12pm UK time will be delivered on the same day if requested. Orders received after this time are generally delivered the following day. Orders with a specified delivery date will be delivered on that day (note must be received before 12pm if for same day). Orders placed to be delivered on a public holiday will be delivered the next working day. Our gifts in the online shop can only be delivered in the UK. Same day delivery offered Monday to Saturday on all orders received by 12pm. Our deliveries are made anytime between 09:00-19:00hrs. The exact time of delivery will depend on the workload in the shop on the day.
Whilst we will try our very best to accomodate any times requested for delivery, these times are NOT GUARANTEED unless the AM delivery option has been selected. Items ordered for funerals and weddings are delivered 2 hours prior to the time of the service. If you would like your delivery to reach it's destination by an earlier time we recommend ringing the shop and speaking to a member of staff with your request. If you place your order on-line please use the delivery instructions box to type in your request. To speak to a member of staff please contact us on 01932 761071.
If you require any specific flowers please telephone at least 24 hours before delivery is required and we will be happy to source the requested items for your delivery.
All our orders are delivered ONCE. If the recipient is not at home when the driver calls we will try to leave the item with a neighbour providing they are willing to take responsibility for the delivery. A calling card will be left through the recipients door to inform them where their delivery has been left.
If the driver is unable to leave the delivery with a neighbour the item is returned to the shop and a calling card is left informing the recipient to collect the item from the shop. If the recipient is physically unable to collect the item a new delivery date will be arranged with the recipient at van Wonderen Flowers' earliest convenience. van Wonderen Flowers are not responsible for theft or damage of flowers, plants or sundries if left with a third party (i.e. reception desk, neighbour, etc.) We will not leave any flowers on the doorstep or in the porch unless instructed to do so by you. Please note the above terms apply to this request.
We take the utmost care of your flower delivery to ensure your gift looks as good on arrival as it did when it left our shop. We pride ourselves on delivering quality and service to all our customers. In delivering your gift, we are building our reputation.
Orders are inclusive of 20% VAT
Credit Card Security. When the order is placed at our website, credit card numbers are encrypted using 256 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any website.
Getting in touch with us, if you need to reach us, please email us or you can call or write to us.
Privacy Policy, you can view our Privacy Policy online.
Returns Policy Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
Orders that are cancelled online or via the phone are subject to a cancellation fee.
Refunds/Returns Policy
Freshness Guaranteed. We offer a 7 day guarantee from the date of delivery. Roses, summer and spring designated flowers will be guaranteed for 5 days. Should you be dissatisfied with any aspect of your delivered product or service, please contact us as soon as possible after delivery. Any complaints received after 3 days of delivery will be classed as 'unable to investigate' and will not be covered by our freshness guarantee.
Refunds may occasionally be given at the discretion of the management. Because of the perishable nature of our products you are advised to make any complaint as soon as possible after delivery but no later than 3 working days after the delivery of your flowers. We operate a 'no quibble guarantee' and always endeavour to reach an agreement with the customer and recipient for either for a replacement or a refund depending upon the nature of the complaint. Please note, if a product replacement has been requested this will require the original item to be returned to us.