IF YOU’RE NOT HAPPY FOR ANY REASON JUST LET US KNOW AND WE’LL SEND A REPLACEMENT BOUQUET OR OFFER A REFUND.
*Please note: all disputes must be made within 3 days of order placement/delivery.
By placing an order on this website, you are agreeing to the following terms and conditions:
1. ORDERS AND CANCELLATIONS
Order Acceptance Policy:
All orders received are subject to acceptance by Mermaid Florist and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.
Timing of your order:
All order for same day delivery must be placed by 12pm
Changes to your order:
If you wish to change your order please do so by emailing firstname.lastname@example.org 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 in relation to card messages) that are requested by 9am the day before the intended delivery date. At peak periods we begin processing orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 2 days notice for any changes to be made.
One-off orders can be cancelled by 9am the day before the intended delivery date and a full refund will be issued. The easiest way to cancel your order is by sending an email to email@example.com At peak periods we begin processing orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 2 days notice for any changes to be made.
We accept American Express, Visa and MasterCard credit and debit cards as well as. In order to offer the best security, all our payments are processed securely by Stripe Payment Processor. We never store or have access to your credit or debit card details.
All prices include VAT unless otherwise stated.
4. DELIVERY POLICY
- We deliver using our own drivers and delivery vehicles.
- All delivery charges are listed when the delivery address is added to the order.
- We will endeavour to deliver your order on your chosen date, however if there is no one available to accept delivery we will attempt delivery again on the next day.
- We cannot guarantee the exact delivery date or time.
- We will endeavour to follow all delivery instructions.
- Timed deliveries are available at an extra charge and by arrangement.
- In the event of a non-delivery (flowers not having arrived 3 days after their intended delivery date), please contact us at firstname.lastname@example.org. It is the customer’s responsibility to contact us within 7 days of the scheduled delivery date in order to claim a refund. Failure to do so will result in the lapse of any rights to a refund.
- We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.
5. OUR PROMISE, RETURNS AND REFUNDS
We aim to delight our customers by delivering fresh flowers, in great condition, on time.
Our flowers are occasionally sent out in bud form meaning they will last longer with the recipient. If you receive flowers that do not seem fresh, please contact us at email@example.com to let us know. If, at our sole discretion, the flowers do not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the un-fresh flowers within 72 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.
While our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on a small number of occasions (and for reasons beyond our control) they may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged flowers in question within 72 hours of receipt of the flowers in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card
Please understand that due to the perishable nature of flowers, we are unable to accept returns. We offer customers refunds or replacement flowers if the flowers are not delivered to an acceptable quality, as detailed above.
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, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.
6. CIRCUMSTANCES BEYOND OUR CONTROL
Adverse weather conditions:
During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery drivers may not be able to deliver 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.
Mermaid Flowers shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond Mermaids Flowers reasonable control.
7. CUSTOMER AND RECIPIENT PERSONAL INFORMATION
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.
During the purchasing process, we ask for the following personal information:
- Customer’s email address.
We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer’s email for marketing communications from time to time. Please ensure that email addresses are accurate.
- Customer’s full name and address.
We use this information for credit and debit card validation.
- Customer’s telephone number.
We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.
- Recipient’s full name, telephone number and address.
We require this information in order to deliver the flowers you have ordered. It is vital that the recipient’s address is accurate.
We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Mermaid Florsit website from time to time.
Additionally, we reserve the right to suspend, restrict or terminate access to Mermaid Flowers services for any reason at any time.
These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Mermaid Flowers website, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail.
If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.
Thank you for your order, and we hope your Mermaid Flowers experience will be a pleasurable one.
REGISTERED OFFICE AND TRADING ADDRESS