SAYEH & GALTON TERMS AND CONDITIONS
TERMS AND CONDITIONS
1. By placing an order with Sayeh & Galton, you are agreeing to the following terms and conditions.
2. Changes to Your Order
Appropriate substitutions will be made when certain varieties of Flowers are unavailable.
If you wish to change your order, please call us on +44 (0)20 7435 3661 or email us at [email protected] Please note that any changes to your order (delivery address, gift message, additional items) must be made by 4pm the day before delivery, to ensure that we have time to amend the order prior to dispatch. Although we will endeavour to make amendment requests that we receive after 4pm on the day before delivery, we cannot guarantee we will be able to make the changes.
Under normal circumstances, we will try to ensure that your order is delivered to the recipient’s address providing it is within one of our postcode areas shown on our order registration page. However, there are times when this is not possible due to problems with the address information that our customers provide or due to problems our drivers encounter when attempting to deliver the order. It is therefore very important that you ensure that the recipient address you provide is accurate, in particular, the postcode and that you give additional instructions to assist our drivers to locate difficult-to-find addresses. It is also very important that you keep us informed if you find that the recipient’s address or availability changes prior to the order being delivered.
If you are unsure of the recipient’s address, we recommend using one of the following address lookup and validation websites:
3.2 Deliveries to hospitals
Deliveries to hospitals can be problematic because patients often move from ward to ward, or are discharged. This means that we are sometimes unable to deliver orders for customers at a very emotional time. However, many of these problems can be avoided by ensuring that we have accurate and up-to-date information about the ward that the recipient is in.
It is particularly important that you provide the full name of the recipient of the order as there can be several patients with the same name in the same hospital. This can lead to errors in the delivery that are beyond our control. Many hospitals do not allow drivers to take flowers directly towards because of health and safety regulations and in such cases, our flowers will be delivered to reception or post rooms.
Some wards in hospitals do not allow flowers to be kept by patients. You should, therefore check that the ward to which you wish to send flowers allows patients to have flowers on the ward. If flowers are not accepted in the ward, we will not be able to refund the cost of the bouquet.
Some hospital post rooms have a policy of refusing to accept flowers for either patients or members of staff; it is important to check that the hospital is prepared to accept flowers. If the hospital will not accept the flowers, we will not be able to refund the cost of the bouquet.
3.3 Deliveries for sympathy and to funeral directors
It is very important if flowers are for sympathy that you tick the box in the checkout to let us know this. This will allow us to take extra care with the order and potentially vary how we process your order to absolutely ensure that it gets there. The cards that accompany floral tributes for funerals or cremations are hand-written so we are unable to offer a text formatting service for these cards. If flowers are going to a funeral, we recommend that they are sent at least 3 hours before the funeral to ensure that any delays do not prevent them getting to the funeral in good time. Also, if flowers are going to a funeral director, it is essential that the name of the deceased and the funeral director are both included. If they are not, the funeral director may not accept the flowers. If flowers are not accepted, we will not be able to refund the cost of the bouquet.
3.4 Failure to deliver
As we appreciate that receiving flowers is often time-critical, if we are unable to deliver your order to the recipient’s address, we will attempt to leave in a secure place on the recipient’s property. Where this is not possible, we will attempt to leave the flowers with a neighbour. If this is not acceptable, please ensure that you tell us when you place your order. If we are unable to deliver the order, we will attempt to contact you via telephone or email as soon as we attempt delivery. For this reason, it is very important that you provide up to date contact information. It is also very helpful if you provide us with the telephone number of the recipient as this often makes it easier to resolve delivery problems when the recipient is not at home at the time of delivery.
In the event that we are unable to deliver the order to a recipient’s address that you have provided, we will attempt delivery either that same day or the following day. At our discretion, we may refund the delivery charge associated with the failed delivery. We are not responsible for any other costs incurred by the customer due to failed deliveries.
3.5 Timed delivery
We undertake to meet our timed delivery commitments and nearly always do. However, if we miss our timed delivery slot for you, we will be happy to refund the timed delivery charge. Please contact us to let us know if you encounter this issue.
4. Availability and substitution
Appropriate substitutions will be made when certain varieties of Flowers are unavailable.
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.
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 our decision re substitution or delivery date move.
5. 100% Satisfaction Guarantee/Damaged flowers
Although we do our best to ensure that this does not happen, 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:
- a re-send on the next available delivery date; or
- a re-send on the same day if it is before 4.00pm.
Where flowers have been damaged, we will normally ask for them to be returned or for photographs clearly showing the problem so we can use them to determine what is going wrong with our system and to claim compensation. It is important that we are contacted as soon as possible regarding issues.
We need to be informed of any issues within 2 days of the delivery to give us the best chance of successfully resolving the issue. We will, at our discretion consider issues raised after the 2-day deadline but reserve the right to refuse the options of resending the order.
If we believe that there has been an abuse of our 100% Satisfaction Guarantee/Damaged flowers policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to resend flowers and to refuse to take orders from customers. If we make such a decision, we will inform the customer in writing of our decision, via email or over the telephone. It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.
7. Small Errors with Deliveries
From time to time, there are small human errors made (for instance, a message card very occasionally goes astray). In such circumstances, we will do our best to make the situation right for the customer. We may, at our discretion, offer a complimentary chocolate or a discount on a future order, but do not guarantee that we will do so. We believe in being fair and this is the spirit in which we will approach such situations. We would not, for instance, give a 100% refund if a message card did not arrive, as the customer has received significant value in terms of the flowers.
8. Exchange or Return Policy
For exchange of cut flowers Sayeh & Galton should be informed within three days then Sayeh & Galton will exchange cut flowers immediately.
For exchange of green plants or flowering plants the company should be informed within 12 days providing the plant or flowering plant is in the same condition as was purchased.
If Sayeh & Galton finds any problem with the plant they will exchange immediately, if the plant is in bad condition or damaged Sayeh & Galton will not take any responsibility.
Sayeh & Galton does not take any responsibility for damages to furniture, soft furnishings or any fixtures or fittings from purchased flowers, pots or plants. We always recommend our customers put something strong and waterproof underneath any vase or pot to protect furnishings from leakage or scratches (please treat containers as none waterproof because they are all handmade).
Sayeh & Galton do not take any responsibility for any damage once your goods have left the shop.
All deposits for weddings and events are non-refundable. We can either issue a credit note or we accept the postponed date for an event.
9. Shelf-Life of Flowers
Our flowers are incredibly fresh, as they are purchased daily of the flower auctions in Holland, transported direct to us and stored in perfect conditions in our large flower cool room. They will normally last at the very least a week, but most probably even longer, in the vase, although this varies by variety. It is important that the flowers are cared for correctly as putting them by heat sources or drafts, or failing to change the water, will kill them very quickly. If we are informed that our flowers have died very quickly, we may, at our sole discretion, choose to resend another bouquet if we believe that there really was an issue with the flowers. If flowers have not been properly cared for, we will not resend the flowers.
In some circumstances, our flowers are so fresh that they are not even properly open when they arrive. This can be confused with poor flowers. In fact, this shows how fresh our flowers are. The flowers will open quickly once they are in room temperature and will give pleasure for many days to come if cared for properly.
10. Fraudulent Behaviour
If we believe that an order may be fraudulent in nature, for whatever reason, we reserve the right to cancel the order and refund the funds. We are under no obligation to reveal why we believe the order to be fraudulent. We will co-operate with the police regarding any criminal investigations. We reserve the right to refuse to serve customers, block their IP address from accessing our website and any other blocking or fraud prevention measures we feel may be necessary to implement from time to time.
11. Duplicate Orders
If we notice that two identical bouquets have been ordered, we may remove one, refunding the cost, if we believe it to have been ordered by mistake. In such circumstances, we will attempt to contact the customer but if it is urgent and they cannot be reached, we may make the call ourselves. You consent to our having the freedom to make this decision when you purchase through our website.
12. Abusive Behaviour
We will not tolerate abusive behaviour in any way, shape or form. Whilst we endeavour to do our very best, and 99% of our orders go like clockwork, mistakes are sometimes made. Purchasing from Sayeh & Galton does not entitle individuals to treat our staff abusively. If anyone is abusive to our staff, we will terminate any dialogue. We will not resume dialogue unless it is in a non-abusive fashion and with the level of respect to which every human being, on either end of the telephone, has a right. We reserve the right not to deal with returning customers who have previously been abusive or offensive. We may block their account or take any other measures we wish to prevent them using our services in future.
13. Special Offers
At our discretion from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.
In the event that a customer has made a purchase and the price of a product falls or is discounted due to a special offer, the price of the product at the time of purchase shall ‘prevail’. We are unable to offer special offer discounts for purchases that have already been made.
As our special offers are often made available due to the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice. We also reserve the right to offer personalised special offers and promotions which will on be redeemable by the customer in receipt of the special offer.
14. 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. If you do not put your name in the message card field, we will not share your identity with the recipient, even if they ask us for it. If they request it, we will email or call you to let you know that they are enquiring.
Please remember that we value your privacy and will never lease, rent or sell your private information.
15. Unforeseen Technical Issues with the Website and/or Our Systems
It is conceivable that errors may occur with our systems from time to time, due to unforeseen circumstances. For instance, our 3rd party-hosting partner may lose access to the Internet, causing our site to go offline or, if there is a problem with our server’s internal clock, orders could theoretically be accepted by our system despite a cut off time having passed. These two examples are just that – examples and do not cover all the technical things that could theoretically go wrong (with our or any online business). We take every precaution we can to ensure that our systems run smoothly and problems are very rare. When they do occur, we will do our best to provide the service requested within the timing originally requested. However, in certain circumstances, it will not be possible for us to fulfil the order to the original timeline. In the latter situation, we will ask the customer what they would prefer; for us to amend the timing of the order, or to refund the order in full. You cannot hold us responsible for any damages or compensation if your order cannot be fulfilled for this reason (or any other).
16. Deliveries on weekends and public holidays
We deliver on Saturdays and Sundays but not normally on public holidays. however, we can make special arrangements for such deliveries. Please contact us if you would like to request a public holiday delivery and we will see if it is possible.
17. Photo Uploads
17.1 All photos submitted to Sayeh & Galton should be reviewed by the customer for offensive, racist or otherwise unsuitable material; whilst we shall do our best to review and monitor all photos, we do not accept responsibility for their suitability and it is the customer who shall be responsible for the content of their picture. Furthermore, we reserve the right not to refund for offensive photos that we have to discard, as we have to print the photos before we are able to check them.
17.2 Sayeh & Galton is not able to verify the intellectual property rights in a photograph; it is the responsibility of the customer to ensure that such rights are not infringed. Almost all works, including photographs, are protected by copyright, even if they do not have a copyright notice. People’s right of privacy must also be respected. All such issues are the responsibility of the customer; Sayeh & Galton will print and send the photos submitted to them in good faith.