Delivery & Returns Policy
Changes to your order
If you wish to change your order, please call us 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.
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.
1. Company Name: Dutch Flower Shop Ltd
2. Place of registration: England and Wales
3. Comapny Registed Office: 123 WOOLTON ROAD, Liverpool, L15 6TB
4. Comapny registration Number: 02305483
5. Contact telephone number: 44 (0)151 737 1595
6. Customer Care: firstname.lastname@example.org
Cancelling your order
Orders can normally be cancelled up to 48 hours before the intended delivery date. You can cancel your order by telephoning customer services.
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.
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.
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.
Adverse weather conditions
During adverse weather conditions (such as heavy snow, ice, flooding or high winds), our delivery teams may not be able to delivery orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.
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.
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
Our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left our flower emporium, but sometimes flowers do get damaged in transit. Should this occur, please contact us so what we can arrange a replacement bouquet. Please note that it may be necessary to return the original product in order to receive the refund, or in most cases sending us a photo of the damaged item should suffice.
In the event of non-delivery on the selected delivery date, we will either refund you in full or redelivery your order – it is your choice, just let us know.This does not apply for postal flower orders which are not guaranteed for delivery on a specific date.
In the event of a late delivery where you have choosen our AM or other specific timed delivery service, we will refund your order in full. You keep the flowers though. It is our loss for not fulfilling on our promise to deliver on time. Please note that banks might take 3-5 days to refund the amount on your card.