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Postage & Packing: We charge postage at cost, plus a handling and packaging fee per item. We use quality packaging materials and make every effort to pack items well enough to arrive in good condition. We only ship within the UK at present.
Combined postage: We're pleased to combined postage wherever we can. We can't always combine postage on individual items, some things just won't pack together easily and have to be sent in separate parcels. If you think your items will ship together, please request an invoice before making payment.
We guarantee that the most you will ever need to pay is £4.95 P&P on any combined order. This offer doesn't apply to BFPO addresses or PO box addresses sorry, but covers delivery to any residential or business address within the UK (including Northern Ireland, Highlands & Islands). Discounts will be automatically applied at checkout when you pay for multiple purchases with one single payment.
Important: Refunds cannot be applied retrospectively. Please be sure that you have completed your shopping before making payment, and if the total you are given is not what you expected, please use the 'Request Total From Seller' button to request a revised invoice
While we do our best to be helpful, please be aware that we cannot intervene in the ordering process. We cannot, for example, add extra items to your order, 'remove' or cancel items from your order, combine P&P after multiple payments have been made, swap the products ordered for other items or otherwise change your order once it has been placed and paid for.
If you need help making multiple purchases, we've put together a handy guide with screenshots to show you how - you can find it from our shop home page.
Posting Method: To keep your costs to a minimum, postage under our capped rate deal is at our discretion and may include Royal Mail 1st, 2nd and Standard Parcels, or DHL Economy courier services. If you need your goods quickly or by a guaranteed date, you must contact us PRIOR to PURCHASE so that we can quote and invoice you for additional services if required.
Delivery and Despatch Timescales: We guarantee to despatch within 3 working days of receiving your payment. We aim to despatch much more quickly, but if we're busy we cannot guarantee this. If you need something urgently, please contact us for best timescales and we will let you know how quickly despatch is running.
Unless we have agreed a despatch date and a date guaranteed delivery service with you before purchase, we accept no liability for goods that arrive after they are needed. This doesn't affect your consumer rights, but goods returned because they arrived 'too late' must be returned at your cost.
If your order must arrive by a certain date PLEASE pay the extra for a guaranteed delivery service. If you choose to risk delays on a non-guaranteed service we won't be able to help you with tracing, chasing or replacing your order until it can be declared as lost (currently defined by Royal Mail as 15 working days from posting).
Packages returned: All Packages returned to us unclaimed, not called for or 'Not Known at this Address' via Royal Mail will be stored for 1 month. We will be pleased to re-send them but will require you to pay the outgoing P&P charge again. Unclaimed packages will be disposed of after 1 month, and wherever practical we will donate them to one of our nominated charities.
Parcels returned via DHL or any other courier service will incur significant extra costs to be paid in order for us to re-send them. You will need to pay the carrier's return charges imposed on us (up to £10 per parcel), plus the initial P&P charge. Our couriers will make 3 free delivery attempts to domestic addresses, but if subsequent delivery attempts have to be made we will need to invoice you their redelivery fee of £10 per delivery attempt. If you are out when they call, they will leave a card for you to call and arrange delivery. It is your responsibility to ensure that you arrange a mutually convenient time and have someone at home to accept your parcel.
If your parcel is going to a business address, the carrier will make only 1 delivery attempt before redelivery charges are levied, so please ensure that someone is available at your business premises during normal working hours.
Refunds & Returns
We're confident that you will love the products you buy from us, but in case there are any problems we operate a full and fair refunds and returns policy. In the following description, Refunds and Returns are dealt with separately.
For clarity, definitions are:
Refunds: where you feel goods are not as described, are faulty or are damaged
Returns: where there's no problem with the goods but you wish to return them because they are not required
Refund Policy
We operate a 14 day satisfaction guarantee. If you feel that your goods are not as described or are not fit for purpose, please contact us telling us why as soon as possible, but at least within 14 days of receipt. We will agree the most appropriate solution with you; the decision to refund or replace is at the sole discretion of FlowerHour.co.uk and will be treated on a case by case basis, but wherever possible we will always try to agree the solution that best meets your needs. We may require you to return the goods to us (at our cost) for inspection before replacement or refunds are processed.
Return Policy
If your items are as described but you have simply decided that you don’t require them, we're happy to accept returns. You need to contact us to advise us that you wish to return product(s), and we will issue you a return authorisation. You should return products to us within 14 days of receiving your order. Upon receipt of the item(s) we will refund your payment, including the original P&P you paid, provided the goods are returned as specified in our return conditions below.
You are responsible for choosing and paying for appropriate postage for returning any products not required. We strongly recommend that you buy your postage at a post office and be sure to obtain a free Certificate of Posting so that you can claim (up to the value of 100 x first class stamps) if a parcel doesn't arrive.
Please note: when returning products, you MUST NOT reuse our preprinted postage labels and write 'return to sender' on your parcel. Having successfully delivered it to you, Royal Mail will not carry it back free of charge and will mark the parcel as underpaid. It is our policy not to pay postage excess to retrieve ANY underpaid mail, so if you don't put appropriate postage on your return, it will not arrive safely here.
Outgoing postage refunds (i.e. the P&P you initially paid) is limited to the basic listed P&P costs. If you requested upgraded or guaranteed delivery services at the time of purchase, these additional costs will not be refunded.
Return conditions
Goods must be unused, and ideally in their original condition & retail packaging. They must be received back at our premises within 14 days from the day you receive your order. If you have opened or disposed of the postal packaging that we provided them in, you should provide adequate quality packaging in which to return them.
Opening Retail Packaging
Your purchases from us are protected by the Distance Selling Regulations (DSR). Consumer law is designed to let you examine the goods, as if you had viewed them in person in a shop before deciding to purchase.
In most cases, our retail packaging allows you to clearly see the product without removing seals , and therefore if you decide that the goods are not for you they may easily be returned in a saleable condition for a full refund. The right to 'examine' goods does not extend to testing, sampling or partially using the product.
If the product is one that we package ourselves, we may (at our sole discretion) offer a partial refund if the product has been part used. This is over and above our legal obligations, and you should contact us to discuss before returning. If you have a problem with any of our products we will always try to work with you to find a mutually acceptable solution.
Personalised goods or special orders
If we create a bespoke or personalised product, these goods are outside the scope of our returns policy. We will of course still operate a full and fair refund policy if these goods arrive damaged or are otherwise unsatisfactory.
Return of Offer Items / Part orders
Discounted goods, combined P&P, free products and other promotional savings will be accounted for if partial orders are returned. For example, if you buy 4 rolls of wrap for the price of 3 and subsequently wish to return 1 roll, we would deduct the value of the purchase discount given from your refund. Generally it is far more simple to return complete orders rather than parts of orders.
We're happy to advise on the most appropriate course of action on a case by case basis, and will let you know about any deductions in the value of refunds at the time of arranging the return.
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