1. PLACING AN ORDER
When placing an order or a subscription request with Haute Florist operated by Prestige Gifting Limited, either via the website www.hauteflorist.co.uk or by telephone at 0344 310 1998, it is deemed that you have read and that you understand the following terms and conditions.
1.1 CANCELLING YOUR ORDER
An order or subscription request can be cancelled 24 hours prior to the delivery date specified. Cancellation can be done by emailing [email protected]. You will need to include your order number as well as the reason for the cancellation. Please note, we cannot cancel orders or subscription requests that have already been despatched. This is due to the perishable nature of the product. During peak events, orders and subscription requests are processed four days before they are despatched and these orders and subscription requests cannot be cancelled. Upon receiving your cancellation request, we will confirm the cancellation via email.
1.2 CHANGES TO SUBSCRIPTION REQUESTS OR ORDERS
With reasonable notice prior to dispatch, we are able to make changes to orders. Once a subscription request or order has been printed, we are no longer able to amend the order. For any changes, please contact the customer service team or email the request. It is essential that you clearly include the order number or subscription package. For any other products, they can be returned within 30 days of receipt in order for a refund to be issued. All refunds will be made within 14 days of receiving the returned item(s). All refunds are processed within 3 to 4 working days.
1.3 ALCOHOLIC GIFTS
It is an offence for persons under the age of 18 years to buy or attempt to buy alcoholic liquor under the Licensing Act of 1964 (UK) and 1976 (Scotland). Under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland), it is an offence for any person under 18 to buy, or attempt to buy, intoxicating liquor. It is an offence under Licensing (Northern Ireland) Order 1990 for any person under 18 to buy, or attempt to buy, intoxicating liquor.
All alcoholic gifts are distributed to permitted areas within the United Kingdom via a licensed third party. Contact our customer service centre for all licensing and supplier information.
Due to the perishable nature of fresh flower deliveries, any and all complaints and refunds will be handled on a case by case basis. This does not in any way affect your statutory rights.
If the flowers are disposed of without any photographic evidence, any remedy will be discretionary. In order to gain an accurate representation of a bouquet, it is important that a photograph is taken within 24 hours of delivery and sent to our customer service team within 3 days. Photographic evidence must be sent to [email protected].
It is the responsibility of the sender to inform the recipient of the gift item delivery. If any perishables are left in a safe place, this is at the discretion of the courier and we are not liable thereafter for the safe delivery of the goods. We always endeavour to redeliver goods if they are returned. If we are still unable to deliver to the recipient after two attempts, we are regrettably not able to offer any refunds. In this instance, any remedy is discretionary.
If we are unable to make contact with the recipient or customer or if the customer does not contact us, through no fault of our own, we cannot be held responsible for non-delivery. If we have exhausted all possible methods to fulfil the order, we are not able to offer a refund or replacement. Any remedy is at our discretion and this does not affect your statutory rights.
Haute Florist operated by Prestige Gifting Limited is not responsible any orders that the recipient refuses to accept. No refunds will be issued to the customer where the recipient, for any reason, refuses receipt of the item.
If items returned within the statutory cooling off period, the consumer will cover the costs of returning the item. If the delivered items are defective or damaged and we require them to be returned, we will cover all delivery/ collection costs. This does not affect your statutory rights.
If the handling of an item goes beyond the reasonable sort of handling permitted in a shop, we are able to make a deduction refund for any diminution in value of the returned items.
Vouchers issued by Haute Florist operated by Prestige Gifting Limited will bear no monetary value and they may be subject to change. Vouchers may be altered or revoked at any time at the discretion of the company. There is a minimum order of £20.00 for voucher orders only. Vouchers used for any purchases below this value will not be accepted and no sum will be dedicated. 1 voucher may be used per order and they can only be redeemed on our site at the checkout stage. Vouchers cannot be redeemed over the phone. Some vouchers will have an expiration date and expired vouchers may not be honoured. Vouchers can't be redeemed against subscription packages.
3. SMALL ERRORS
Should small errors in the subscription request or order occur like the wrong message card, we do not offer a full refund since the flowers were received and these flowers are the value of the order. We do believe in fairness and, to remedy this situation, we will be willing to contact the recipient in order to apologise and read out the message over the phone. Such rare errors may occur since our florists are human. We may offer a voucher as a token of our sincere apologies to the customer.
We are not able to guarantee a delivery date because deliveries are executed by a third party. We do, however, always endeavour to deliver on the date specified. All flowers, apart from hand-delivered products, are dispatched the day prior to the intended delivery date. We use a 24-hour delivery service. Delivery days are 7 days a week with the exception of Bank holidays. Orders made for delivery on a Bank holiday might be delivered the following working day unless otherwise specified. Next day flower deliveries are delivered by Royal Mail. Hampers and larger gift deliveries might take an additional working day in transit.
When making a purchase from Haute Florist operated by Prestige Gifting Limited, you are not entering into any contract that guarantees a set delivery time. During peak times, we reserve the right the extend our delivery times. Should we miss the specified delivery date during peak periods, but we still deliver the order, you will not benefit from a full refund. Any remedies are at our discretion and this does not affect your statutory rights.
We always attempt to deliver all orders and subscription requests to the address entered on the order page. It is essential that you provide a complete address including details such as the flat number, unit, room number, street address, postcode, and town. For areas that are difficult to reach, kindly contact our customer services and provide us with additional information. We are not able to deliver to PO boxes, airport terminals, or army bases.
The cut-off times for deliveries are 10 pm Monday to Friday, 5 pm on Saturday for Sunday deliveries, and 2 pm on Sunday for Monday deliveries. For cancellations, please refer to 1.1.
Kindly note that in certain cases, the courier delivered products to Northern Ireland, Scotland, Islands, and difficult to reach areas might take an extra working day in transit.
Once you have placed your order or subscription request, you will receive an email to confirm your order details and subscription package in full. It's important that you check these details as soon as you receive the email. If there are any amendments to be made, it's essential that you contact us right away. We are able to make amendments to delivery details for forthcoming subscription deliveries. When checking for your email from our team, please check your junk or spam folder. If you do not receive a confirmation email, please contact our customer service department.
We are not liable should delivery fail due to the provision of incomplete or incorrect shipping information. This includes but is not limited to postcodes. It is the customer's responsibility to check that the information provided is correct.
4.5 HOSPITAL AND FUNERAL DELIVERIES
When placing a subscription request or order for a staff member or patient at hospital, it is important that you check that the hospital will accept flower deliveries. It is also important to provide us with the correct ward number of the recipient. Since hospitals may not always accept florist deliveries, we are not liable for instances where a flower delivery is refused by a hospital. Any remedies will be at our discretion. For any funeral deliveries, we require the order to be placed at least 24 hours in advance. Should the order be delivered to funeral directors, we require the name of the deceased as well as the time and date of the funeral.
4.5.1 CONFIRMATION OF DELIVERY
If the flowers are signed for at a hospital, house, hotel, or reception, this is considered proof that the order was successfully delivered to the recipient.
4.7 Royal Mail Guaranteed before 1pm Special delivery
This service is charged at a premium rate at £9.00 and is available for Tuesday to Saturday Delivery when ordered before 2pm.
We deliver throughout the UK. However, there are certain delivery restrictions in particular areas. Though marketed before 1pm there are exceptions with this service.
We deliver the next working day in the following postcode areas:
AB30 - 39, 41 - 45, 51 - 56
HS1, 3 - 9
IV21 - 28, 40 - 49, 51 - 56
KW1 - 3, 5 - 15
KW16 Stromness Town only
PA28 - 38, 41 - 49, 76, 77
PH15, 17 - 26, 31 - 40, 49, 50
We deliver within two working days to the following postcodes areas:
PA60 - 75, 78
We deliver within three working days to the following postcode areas:
KW16 - non Town
PH30, 41 - 44
Some businesses won't accept Saturday deliveries, including:
Post Office® branches
We can't guarantee Saturday delivery to Herm, Sark and Alderney
For non-delivery of your order please refer back to Section 4.1. In the event of non-delivery on the requested date we will refund the delivery charge only.
This service is except for delivery pass users but can still be purchased at £9.99.
Our customer service team always aim to provide every customer with the best experience. Our team always aims to resolve enquiries quickly and efficiently. Our office hours are from 9 am to 5 pm Monday to Friday.
Our office hours may extend during peak periods.
5.1 EQUAL TREATMENT
Our customer service agents treat all customers equally with the respect that they deserve. We expect the same courtesy to be afforded to our team. If any telephone call or email is considered abusive or offensive, the customer will not receive a reply and we may refer the communications to the appropriate authorities. We reserve the right to cancel any customer account should we consider the customer to be behaving in an inappropriate manner. Should our staff feel abused or threatened, the conversation will be terminated. Courteous interactions allow us to help our customers more effectively and efficiently.
6. 100% SATISFACTION GUARANTEE
We always do everything in our power to ensure that fresh bouquets are delivered to the recipient. At Haute Florist operated by Prestige Gifting Limited, we deliver flower bouquets to every corner of the United Kingdom. Our goal is to ensure that the recipient is absolutely delighted when they receive their flower gift and we always do everything possible to ensure that the flower arrangements are perfectly arranged, transported with care, and delivered in perfect condition. Since our florists are only human, errors can sneak in from time to time. If this should happen, we always take the necessary steps to rectify the error and ensure absolute satisfaction.
If you are not 100% satisfied with your flower arrangement buying experience, please contact us and let us know. We appreciate all feedback and we always strive to offer the very highest level of service. Feel free to contact us via email and our customer service team will be happy to offer prompt assistance. No matter the concern or problem, we always do everything in our power to ensure customer satisfaction.
Our 100% satisfaction guaranteed applies only to the areas of our business over which we have direct control. It does not cover any actions of third parties.
Our 100% satisfaction guarantee does not apply to issues that are not directly under our control. For example, should a customer enter an incorrect or incomplete delivery address, if the delivery is refused by the recipient or hospital/business, should multiple delivery attempts be unsuccessful, transit delays, if we are awaiting missing details from the customer (i.e. inaccurate delivery information or missing address line). Kindly note that once flowers have been dispatched, we are not able to amend any order details.
Our courier delivered flowers are exempt from our 100% satisfaction guarantee as soon as they are collected by the courier and they are out o our direct control. Resends and refunds are at our discretion and we need to investigate such cases with our courier before taking any action. Due to the volume of the parcels sent with couriers, this can take up to 7 working days. This does not affect your statutory rights.
In the regrettable event of a non-delivery on the selected delivery date, kindly contact our customer service department so that we may review your order.
In the regrettable event of a late-delivery (more than 3 working days), Haute Florist operated by Prestige Gifting Limited will refund you the delivery cost. Some areas will require an additional working day in transit. Remote areas include the Channel Islands, Jersey, Shetland Islands, The Isle of Man, The Isle of Skye, the further reaches of Wales and Scotland as well as other islands around the UK. Deliveries might be early during peak events in order to ensure timely delivery.
Should your bouquet arrive in a poor condition, we will send out a replacement bouquet. Kindly note that proper care of fresh flowers ensure that your bouquet lasts as long as possible. We also request that a photo is sent to clarify the condition of the bouquet. All flower arrangements are delivered with care instructions included.
If, for any reason, we are not able to fulfil your order or subscription request, we will refund the full amount or we will redeliver the arrangement at a later date and upgrade it to a greater value at no additional charge.
All flowers and colours are subject to availability, seasonal availability, and substitution. Any substitutions are either of equal or greater value as those initially intended.
Kindly note that balloons are matched according to an occasion. Balloons are subject to availability. Design and colour may vary but we always ensure that a suitable balloon is delivered with your order. All balloons are equal in value. Our displays of occasional balloons are strictly for illustration purposes and may not be the exact design you receive. Our Add-on balloon is priced at RRP £4.99 is a 4.5" inflated air balloon on a stick.
Balloons are dispatched before and on 7 pm Monday to Friday, 5 pm on Saturdays for Sunday delivery and 2 pm on Sundays for Monday deliveries. Orders with balloons included and received after 7 pm Monday to Friday for next day delivery might not be delivered the next day but rather the following working day.
• The Valentine's bundle stick balloon design may vary but we guarantee that it will be a Valentine-themed balloon.
• The Mother's Day bundle stick balloon design may vary but we guarantee that it will be a Mother's Day themed balloon.
Helium balloons are sold and dispatched separately. They are dispatched via Royal Mail and all balloons are subject to availability. Colours and designs may vary but we will always ensure that a suitable balloon is included with the order. All balloons are of the same value apart from the 'add-on' 4.5” balloon which is priced at £4.99. If, for any reason, the specified design is unavailable, we will always do everything in our power to send a balloon suited for the occasion.
Our occasional cakes are suitable for vegetarians and they are handmade. Our cakes do contain alcohol. Kindly note that the cake icing designs are matched to the occasion provided at the time of the order. All cake designs are subject to availability. The colour and design may vary but we always do everything in our power to ensure that a suitable cake is sent with the order. The size of the box is 7.5cm x 7.5cm and 4.5cm deep.
In the rare occurrence of human error resulting in the wrong bouquet size being delivered, we will offer a refund for the difference in price. We may award a voucher for future use and any other compensation is at our discretion. This does not affect your statutory rights.
Should human error result in the omission of an 'add-on' (i.e. box of chocolates, bear, vase, cake, a bottle of wine, or champagne, etc) we will refund the amount paid for this omitted 'add-on' only. Any further remedy is at our discretion.
Kindly note that vases are subject to availability, design, and colour. All vases are of the same value. Vases illustrated on Haute Florist operated by Prestige Gifting Limited may not be the design you receive.
If for any reason we deliver a bouquet that is not suitable for the occasion, we will send the correct bouquet to the recipient. This excludes bouquets that have had flowers replaced due to seasonal availability.
We ask that customers notify us within 48 hours of any problem with the order. Free items are a guarantee and you must notify us within 48 hours if the item was not included. Should this occur, we will send the free item to the recipient at the earliest available time. All compensation for order problems will be in the form of a partial or full refund against the original amount. Our office hours are Monday to Friday 9 am to 10 pm and Saturday 9 am to 5 pm. Correspondence will be handled within this time period.
Should we believe that any order is fraudulent, we reserve the right to cancel and refund the subscription request or order.
UK next day delivery Monday to Saturday (Monday to Saturday deliveries via Royal Mail Tracked 24). Sunday deliveries are delivered by Royal Mail via their tracked 24 services. The cut off for Sunday deliveries is Saturday 5 pm. Any orders received after this cut off time may not be dispatched in time and might be sent the following day. If we do not receive a response, we will make the delivery the next working day. Next day delivery is not guaranteed since they are fulfilled by a third party courier.
We recommend placing orders before 4 pm if the delivery is to be made to these areas:
- HS, KW, IV, PH, AB, DD, KY, FK, PA, EH, ML, KA, DG,TD, NE, CA, DH, SR, TS, DL, BT, LD, SA, CF, NP, EX, PL, TQ, TR, IOM, ZE, KW. We are not able to guarantee next day delivery in these areas.
- Our Sunday delivery cut off is Saturday 5 pm. (*exceptions) for UK next day delivered products.
- Our Monday delivery cut off is Sunday 2pm (*exceptions) for UK next day delivered products.
- *We recommend placing orders before 2pm Sunday for Monday deliveries if the delivery address is in one of these areas: HS, KW, IV, PH, AB, DD, KY, FK, PA, EH, ML, KA, DG, TD, NE, CA, DH, SR, TS, DL, BT, LD, SA, CF, NP, EX, PL, TQ, TR, IOM, ZE, KW. We are not able to guarantee next day delivery in these areas.
10. Haute Plus
By purchasing the Haute Plus delivery pass, this is a pass to remove the standard delivery charge within the period purchased and not a guarantee of next day delivery subject to S4. No refund can be made against failed deliveries from the amount originally paid for the delivery pass. This does not affect your statutory rights.
You can cancel your delivery pass within 1 month of purchase if you have not used it. To cancel please email [email protected]
If you have used your Haute Plus delivery pass once we will not be able to cancel and refund it.
Your cancellation rights are regulated un the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your delivery pass cannot be used by a third party and is for your exclusive use only. If we suspect your pass is being abused, we reserve the right to cancel your pass at our discretion.
Your Haute Plus Delivery pass is valid on the day of purchase and has no retrospective effect.
Your Haute Plus delivery pass is available on all bouquet and plant products only and is not available for gifts, hampers or fresh products from our bakery range. As such product SKUs with prefix FH, PH, WINE, CHAM, SW, WHIS, VH, V and TOB are exempt.
Your delivery pass is available only for the duration selected. This is not a recurring service where payment will be automatically taken, you must repurchase the delivery pass after the selected period to continue to enjoy the benefits.
The Haute Plus delivery pass enables you free delivery via Royal Mail tracked 24. This service is not a guarantee of next day delivery and delivery terms apply. Certain postcodes are exempt from next day delivery however are still offered as part of the delivery pass. Please be aware International Deliveries are not covered by your Delivery Pass.
The Haute Plus delivery pass is not available for customers who purchase goods for business use or wholesale purposes.
The Haute Plus delivery pass is not available for subscription products.
11. Clearpay payment options
Full Please use Clearpay responsibly. Clearpay lends you a fixed amount of credit so you can pay for your purchase over 4 instalments, due every 2 weeks. You must be 18+ and a permanent UK resident (excl Channel Islands). T&Cs and other eligibility criteria apply. Ensure you can make repayments on time. Clearpay charges a £6 late fee for each late instalment and a further £6 if it’s still unpaid 7 days later. Late fees are capped at £6 for orders under £24 and the lower of £36 or 25% of the order value for orders over £24. Missed payments may affect your ability to use Clearpay in the future and they may pass unpaid debt to a debt collection agency. Condensed Clearpay is credit. T&Cs & late fees apply clearpay.co.uk/terms
12 Complaints Policy
12.1 Our Responsibilities
12.1.1 To provide an efficient, fair, and structured mechanism for handling complaints.
12.1.2 To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
12.1.3 To keep customers informed as to the progress of their complaint and the expected time frame for resolution.
12.1.4 To review our complaints quarterly so that we can improve our standard of customer service.
12.2 Handling Your Complaint
12.2.1 Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days.
12.2.2 We will keep you informed of the progress of your complaint, proposed actions, and the expected time frame for resolution.
12.2.3 Our aim is to resolve complaints in a timely manner, and we will generally resolve a matter within 5 calendar days.
12.2.4 Complex complaints may take longer than 5 calendar days to resolve. In these cases, we will regularly update you on the progress and likely time frame for resolution.
12.2.5 We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.
12.3.1 Please call or email our customer service if you have any complaints. We'll do our best to fix any problems you may be having with our service as soon as possible.
12.3.2 If you are not satisfied with the response tendered to you, you may ask Customer Service to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).
12.3.3 When your complaint is resolved, we will confirm this with you within 5 business days. If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to your card provider.
12.4 Statutory Rights
This procedure does not affect your statutory rights.
For any ordering queries, contact our advisors (Monday to Friday 9 am – 5 pm) via email [email protected]
Haute Florist is operated by Prestige Gifting Limited
Company registration: 5778485. VAT Registration: 124115363. UK Telephone: 0344 310 1998