Terms & Conditions
Terms & Conditions
TERMS AND CONDITIONS OUR SHOP
These terms and conditions (the “Terms and Conditions”) are the terms and conditions upon which Samui Florist (“Samui Florist Shop, we or us”) make our Website (the “Website”) available to you and any of our services which are accessible on or via our related Websites (“www.samuiflorist.com”). These Terms and Conditions govern your use of the Website and the Samui florist.
1. Order Acceptance Policy
1.1 All orders received are subject to acceptance by us 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.
2. Changes to your order
2.1 If you wish to change your order, please reply to your order receipt as soon as possible. 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. Please note during peak seasons (Valentine’s Day & Mother’s Day) we are unable to guarantee to accept changes to orders within 48 hours of the intended delivery date.
3. Cancelling your order
3.1 Orders can normally be cancelled up to 48 hours before the intended delivery date. You can cancel your order by replying to your order receipt email. Please note that once orders have been ‘assigned to production’, orders cannot be cancelled. Please note that once orders have been ‘assigned to production’, no changes can be accepted.
3.2 For peak season (Valentine’s Day and Mother’s Day), we are unable to guarantee to cancel orders within 48 hours of the intended delivery date.
4. Incorrect / Incomplete delivery information:
4.1 If you provide us with incorrect or incomplete delivery information when placing your order, we will not be able to guarantee delivery. If our delivery personnel report that the delivery address is incorrect, we will attempt to contact you by email to confirm the details to acquire additional information from you.
4.2 We will not be liable for any delay if your order cannot be delivered due to incorrect or incomplete delivery information, and you will therefore not be entitled to a refund or compensation. Further to this, any order delayed due to incorrect/incomplete information may result in your order not arriving in perfect condition, as a consequence of extensive delivery time which is detrimental to the quality of the flowers. As such our quality guarantee does not apply for orders being redelivered and no replacement and/or refund can be provided. To avoid such issues please ensure at least two contact telephone numbers are provided for the recipient of your order.
4.3 Should a recipient reject delivery of an order, no refund or replacement will be offered.
5. Product Substitution Policy:
5.1 Occasionally, us and our local florists may not have some items listed in the product description in stock, and substitutions of items of equal or greater value will be necessary to ensure an on-time delivery.
5.2 Should the main flower type in the bouquet have to be replaced, we will attempt to notify you by email; if we are unable to reach you, we will proceed
with the substitution to prevent any delay in the delivery of your order. Roses, however, will never be substituted with other flowers without requesting your confirmation first, even if that results in a delayed delivery. At the same time, please note that if we do not hear from you within 24 hours from our first email we will proceed with delivery of your order to avoid further delays. We will substitute them with flowers of the same or greater value.
5.3 If our florist does not have a certain add on product (e.g cake or bear), the delivery will be made with an alternative add on gift from the same category of add on gift of equal or greater value. For example, if a bear with a heart is unavailable, we will replace with a larger bear without a heart, or a white bear may be replaced with a brown bear of equal size.
5.4 Our florist may make changes to the color of the flowers based on freshness, styling and availability at the point of order preparation, but will always maintain the overall shades of the arrangement displayed on the Website.
5.5 We cannot guarantee that the color shade will perfectly match the one shown in the picture. For instance, a blue color of bouquet may be presented in a paler or a deeper shade. The same with pink, and many other colored flowers, the shade may vary.
5.6 All vase types and colors are subject to availability in the recipient’s location. We may substitute vases and wrappings with alternative colors/shapes/styles without warning when unavailable as to ensure there is no delayed delivery. Utmost care is taken to replace with the closest available style and color to ensure the overall theme of the arrangement is maintained. As with all our flowers and gifts, vases and wrappings are only ever replaced with equal or greater value equivalents.
5.7 Images of gifts and gift baskets on our Website are for illustrative purposes only. The gift contents will meet the specification in the product description / specification, but may look different to the images displayed on our Website. Please note that where a specific brand or item is unavailable we will replace with the closest item available of equal or greater value.
6. Late Delivery
6.1 If we are unable to deliver your order on the selected date due to circumstances within our control, you will be offered compensation which may include a complimentary gift and/or partial refund for the flowers. Please note we will not be able to reimburse the cost of the add on (Extra’s) products or gifts and gift baskets unless these are returned to us at the cost of the recipient. All returned goods must be unopened and be received back to us in their original packaging to qualify for a refund.
6.2 Please note any claim must be submitted within 3 days of the delivery date.
6.3 If we are unable to make a delivery due to circumstances beyond our control (for instance, the recipient is not at home), you will not be entitled to a refund. Nevertheless, should the recipient be unavailable when we attempt delivery, we will either leave a note or call the recipient directly to schedule a new delivery time.
6.4 In the case of gifts if the order is more than 3 days late you will be entitled to a full refund once the recipient refuses to accept the package. Upon the package being returned to us we will issue a full refund as long as the products are unopened and returned in their original packaging.
7. Delivery Times
7.1 We cannot guarantee an exact delivery time or the delivery time slots offered, as this depends on the availability of our logistics team and our local florists. In most cases you will be given the option of choosing between morning, afternoon or evening delivery. If we are unable to deliver within your selected delivery time slot (morning, afternoon, evening) then we will refund any additional fee charged for timed delivery in that time slot (if one has been charged). There will not be a refund of the primary anytime delivery fee (if applicable) and no other compensation can be provided. Further to this, if a recipient requests delivery outside of the time slot requested by the customer the additional fee for delivery within the requested time slot will not be refunded or compensated.
8. Delivery to public addresses
8.1 Orders sent to hospitals, hotels, companies, universities or public buildings are guaranteed for delivery as far as the front reception/security desk. If your delivery is going to such a location please provide the full name and at least two telephone numbers of the establishment and your recipient and as many delivery details as possible.
8.2 In the case of hospitals, we will need the recipient’s ward and room number. We will attempt to deliver your order in accordance with each establishment’s procedures, but we cannot be held liable if these procedures prevent successful delivery. Please note that many hospitals do not permit delivery to individual rooms, and that most ICUs do not permit flower delivery at all. Please check with the hospital before placing your order.
8.3 If you wish to send flowers to someone staying in a hotel, you should specify their room number (if possible) and the name of the person under which the booking was made. Please note that hotel security often do not allow our drivers past the reception. We will deliver to the reception and ask the hotel staff to call the recipient to collect the flowers from the reception. We are not liable for any delay and/or non-delivery as a result of the hotel staff not informing the recipient of the delivery.
9. Satisfaction Guarantee
9.1 On very rare occasions, flowers arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:
9.1.1 a redelivery on the next available delivery date; or
9.1.2 a full or partial refund (% refund depends on the specific circumstances of the issue).
9.2 Typically we will not offer both a refund and a redelivery. Where flowers have been damaged we will normally ask for them to be returned