Terms and Conditions
1. Products
1.1 Rosa Florists reserves the right to change all or some of the contents or packaging for all requested floral arrangements or gifts to provide an item of equal or greater value without notice. All products are subject to availability.
1.2 Products may be delivered in bud to ensure longer life.
1.3 Some floral products may be harmful if swallowed, so please keep out of reach of children.
1.4 To get the best from your flowers, 1. Make sure vases are very clean. 2. Use fresh lukewarm water with commercial cut flower food added. 3. Remove any leaves that will be below the water level. 4. Cut at least 3cm (1 inch) off all stems, making a slanted cut with a sharp knife or very sharp scissors (placing in water immediately afterwards). 5. Avoid direct sunlight, heat, or draughts which can shorten flowers lives. 6. Keep flowers way from fruit. 7. Top up the water regularly and add flower food in proportion.
2. Prices & Payment
2.1 When ordering flowers and gifts for delivery all to the same address, only one service charge will apply. Multiple addresses will bring multiple charges.
2.2 All payments must be made over phone with the card holder present at the time of ordering.
2.3 All floral and gift products and delivery costs must be paid in full prior delivery.
2.4 Rose Prices Always Higher At Peak Periods.
2.5 Prices shown on rosaflorist.co.uk are NOT valid for Valentines and Mothers Day until two weeks prior to the dates (Valentines and Mothers Day) there may be changes of prices during those two specified dates.
2.6 Rosa Florists discount vouchers is a promotional offer, voucher should be retained to receive the promotion and may contain everything in store only. However this does not mean that there will be discount on Funeral tributes and Wedding bouquets and accessories, as they are pre-orders.
3. Orders
3.1 In order for us to deliver your requested gifts on the date specified, we require complete, accurate details of the recipie1nt, including a recognisable recipient name address details, postcode and contact telephone number(s).
3.2 Your order will only be processed if full payment details are given. We accept payment by all major credit and debit cards, including Amex.
3.3 Product & Delivery are the two main elements of your order. Should we fail to complete either of these elements, we are at liberty to reimburse or compensate for the failed element. Such recompense would be based upon a decision by Rosa Florists.
3.4 There are no deliveries carried out on a Boxing Day and 27 December.
3.5 Incorrect details provided may lead to problems or delays, so before placing your order, please ensure that you have included the full correct address details, including accurate postcode of the intended recipient and your day time contact telephone number or mobile number and your e-mail address.
3.6 There are no refunds on wedding and christening deposits if cancelled less than two weeks prior to event.
3.7 Please note that all customers must pay in full on the week of the wedding and christening events.
3.8 Rosa Florists no longer accepts cheques or bankers draft as payment. Payment is only taken by cash (in store) or all major credit cards only. We apologise for the inconvenience.
3.9 There are no refunds on Balloons, Silk Flowers, and Teddy’s etc. If returned within two days (undamaged). There will be a credit refund.
4.0 Changes to these terms and conditions may from time to time be made, the latest terms and conditions will be displayed on the rosaflorist.co.uk website.
4. Delivery
4.1 Flowers from Rosa Florists delivery charges vary by postal address please contact our advisor on 020 8533 8500 or email info@rosaflorist.co.uk.
4.2 National delivery area service charges, same day delivery £6.95 and next day delivery £4.95, please note there are no deliveries carried out on a Sunday (Mothers Day only exception) or on a Bank Holiday. Orders that are received on these days will be processed on the next available working day.
4.3 International delivery area services charges total £6.95 please give minimum of two days notice on all international orders.
4.4 Please note that the delivery prices for Local, National and International address may vary time to time, please check with Rosa Florist before ordering.
4.5 All orders require a telephone number and will otherwise be sent at risk – UK Mobile numbers will not be accepted.
4.6 Customers who request delivery in a remote rural area will be advised prior to any delivery taking place of any additional delivery charges.
4.7 The AM or PM preference is just that - a preference. We Do Not guarantee any delivery times, unless the order is for a funeral, in which case these orders will be delivered in good time before the funeral, (normally 1-2hrs before). We will always try to adhere to your requested preference wherever possible.
4.8 We deliver all non-funeral orders between 8:00am and 8:00pm. We do however; endeavour to deliver before 4pm, especially in the case of birthdays and anniversaries. School and business address opening hours are also taken into consideration by our delivering service.
4.9 Delivery to certain locations where a third party recipient is involved, such as hospitals, airports, hotels and ships, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to your chosen recipient. Please note that some hospitals do not accept flowers for patients and you should check with the hospital first before placing the order, therefore we cannot be responsible for deliveries turned away. We will try and leave orders with a neighbour if the person(s) are not in.
4.10 It is only possible to select a preferred delivery time within the order process for items selected for a funeral ceremony. This option should be used only for orders requesting delivery to the funeral or to a funeral parlour. Whilst every effort will be made to ensure your order is delivered in good time prior to the time selected, no guarantee for delivery by the time specified can be given. To assist us in meeting your preference, please ensure your order is placed at least one working day prior to the preferred delivery time and that all delivery details have been confirmed as current and accurate.
4.11 In the instance of there being difficulties in delivering your order to the intended recipient we (third party delivering your order) reserve the right to contact the recipient using the contact details you provide on the order form. If the recipient’s telephone number has not been registered as Ex-directory, we may be required to trace the recipient’s telephone number in order to achieve a satisfactory delivery.
5. Order Tracing
5.1 All investigations for order traces shall be implemented as soon as possible.
5.2 Whilst no delivery confirmation shall automatically be sent to you, we will be able to confirm (via verbal communication) any information relevant to the successful completion of your delivery
6. Cancellation policy
6.1 To amend or cancel your order, please contact the Rosa Florists Customer Service Team. Rosa Florists are open from 7:00am until 9:00pm Monday to Saturday 9.00am to 6:00pm on Sunday.
7. Statutory Rights
7.1 Rosa Florists are fully committed to providing you with the best possible floral and gift delivery service. If you are not satisfied in any way with the service that you have received please let us know on 020 8 533 8500 and your complaint will be investigated fully.
7.2 If we are satisfied that your complaint is genuine, a suitable replacement or refund may be given. This does not affect your statutory rights as a consumer.
7.3 Please note there will be no refunds on balloons, silk flowers, fresh flowers and teddy’s etc. If returned within two working days (undamaged). There will be a credit refund.
8. Disclaimer
8.1 Whilst we agree to use our reasonable endeavours to ensure that the Rosa Florists Website and is fully operational and error-free, we cannot guarantee that this will always be the case. We therefore accept no responsibility or liability for any defects or interruption of our service.
8.2 We shall be released from our obligations under these Terms and Conditions in light of any event beyond our reasonable control, (i.e.: acts of god, civil commotion, riot, flood, fire, drought) which renders the provision of the Rosa Florists and/or the Rosa Florists Service impossible or impractical.
8.3 We exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Rosa Florists website and/or the Rosa Florists Service, whether arising in contract, tort (including negligence), under statute or otherwise provided that nothing contained in these Terms and Conditions affects or will affect you or the recipient's statutory rights in relation to the quality, fitness or description of the Rosa Florists Products supplied.
9. Privacy Policy
9.1 Rosa Florists will never share our customer’s confidential personal information with any third parties without prior consent from the customer.
9.2 If you would like to contact us regarding matters of privacy, please send an email info@rosaflorist.co.uk
10. Customer Service
10.1 Our complaint procedure is available online by using the contact us link. It is easy to use and confidential.
10.2 We aim to acknowledge all queries within three working days, and deal with complaints fully within five working days.
10.3 Because of the perishable nature of Rosa Florists Products and in order to assist us in resolving any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within one working day of delivery or the intended delivery. To help in dealing with your complaint we could ask for a photo of the flowers to conclude the anomaly quicker.
10.4 Should you be in any way dissatisfied with the Rosa Florists service, all complaints should be addressed to:
By post
Rosa Florists
253 Graham Road
Hackney
London E8 1PE
By phone
020 8533 8500
Lines are open from 7:00 am - 9:00 pm Monday - Saturday, 9:00 am - 6 pm Sunday
By email
11. General
11.1 We reserve the right to supplement and amend the Terms and Conditions. It is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Rosa Florist Service or Rosa Florist. Changes will be effective 24 hours after the posting of any such change and all subsequent dealings between you and us shall be on the new terms and conditions.
11.2 Additionally, we reserve the right to suspend, restrict or terminate access to the Rosa Florists Site and/or the Rosa Florists Services for any reason at any time.