Terms and Conditions
1. Placing an order with Rose D’Azure
By placing an order with Rose D’Azure via our website at (further referred to as “the website”) you are agreeing to the following terms and conditions.
2. Changes to your online order
If you wish to change or cancel your order, please contact us at email@example.com. Please note that changes to your order like the delivery address or the card message must be made at least 8 hours before the delivery is due to take place, to ensure that we have time to amend the order prior to dispatch.
Orders can be cancelled 48hrs prior to the specified delivery date by emailing us, stating your order number and reason for cancelling. We will have to charge a fee of £5 to cover the refund fees for our payment provider. Please note, once orders have been despatched we cannot cancel it due to the perishable nature of the product. We cannot cancel orders during peak events which can be processed four days prior to despatch. Once we have received your cancellation request we will confirm this cancellation via email.
3.1 Delivery details
We will try to ensure that your order is delivered to the recipient's address you have provided. However, there are times when this is not possible due to problems with the address information provided 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, and that you give us additional instructions to assist our drivers to locate difficult-to-find addresses. We will endeavour to redeliver if goods are returned. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own; we are regrettably unable to offer a refund. Any remedy will be discretionary.
If we cannot make contact with the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non-delivery if we have tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary. This does not affect your statutory rights.
Rose D’Azure is not responsible for any order where the recipient refuses to accept the item. Rose D’Azure will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item.
3.2 Deliveries to all London Post Codes
We will always do our best to deliver your roses on time and directly to the recipient, on the day, to the following postcodes: SW, SE, N, NW, W, E, EC, WC, TW.
When delivering to offices, internal distribution stations, receptions etc. we will always ask the person accepting the flowers to sign a proof of delivery. Receiving this proof, the order has been executed and Rose D’Azure Ltd. is not liable for anything that happens with the roses from this point onwards.
If a delivery is rejected by the recipient, or the recipient is not home or not available (for e.g. in a hospital, the recipient already left), the courier will return your order back to us. We will then contact you, and you can arrange a re-delivery of the order, which is subject to an additional delivery charge.
3.3 Delivery Instructions
In case you leave any delivery instructions with us, we will do our best to follow them (for e.g. if recipient is not in please leave roses with a neighbour). We cannot be held liable for the order from this point onwards.
Tue-Sat: orders need to be placed at least one day in advance by 12pm
Sun-Mon: no deliveries possible
Rose D’Azure will always ship using a next day courier service. Under normal circumstances the packaging will ensure that the roses will arrive in good condition the next day (up to 24 hours later).
Rose D’Azure will not take responsibility, nor offer a refund for the order if the package is not collected by the courier, or has not been delivered on the next day, or has been damaged by the courier company during transport. In this case Rose D’Azure will request a refund for the shipping costs from the courier company and if this has been received, we will refund the sender for the shipping costs only.
As soon as the courier company collects the order from us we receive a tracking number for the shipment, and can forward this number to the client if required.
3.4 Online Orders:
The email that is sent on completion of your order contains all the key information about your order. It is very important that you check this to ensure no errors have been made. Online orders for next day delivery placed on the website after 12pm the day before cannot be guaranteed for next day delivery, but we will do our best. Should there be an expected delay, we would inform you before the delivery goes out.
4. Availability of products
We will always aim to deliver the colours or the closest match to the colours ordered. We cannot commit to deliver exactly the same roses / arrangements / bouquets as displayed or advertised. We aim but cannot always guarantee to deliver a certain variety or amount of one variety of roses. If we have difficulties to fulfil your order we will contact you and discuss suitable alternatives.
As every arrangement is freshly made, we hope for your understanding that, as soon as an order has been accepted by the recipient, it cannot be exchanged anymore.
5. Delivery failure and refunds
Although we do our best to ensure that this does not happen, on very rare occasions, a delivery may fail to arrive at its destination due to an unforeseen delivery issue, or may arrive damaged. If the recipient fails to receive any roses, or receives damaged roses, please contact us immediately so that we can arrange a re-delivery as soon as possible.
If necessary care is taken, the roses should last for five days from the time of delivery.
Due to the perishable nature of all flower deliveries any complaints and refunds will be dealt with on a case by case basis. This does not affect your statutory rights.
Please note flowers may only be returned/replaced/refunded if the complaint is made within 24 hours of receipt by email. If the order received was not what you ordered or is damaged, defective, or the delivery is of an incorrect quantity you must notify us within 24 hours. If flowers are disposed without photographic evidence any remedy will be discretionary.
6. Personal information
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide us with accurate contact information. We will never share your identity with the recipient, even if they request this information.
Please note that we value your privacy and will never disclose or sell your private information. Rose D’Azure Ltd. is registered under the Data Protection Act 1998.
7. Deliveries on weekends and public holidays
Rose D’Azure delivers to all London post codes Mon-Sat. On occasion, we can make special arrangements for deliveries on Sundays and bank holidays. Please contact us if you would like to request a weekend or public holiday delivery and we will try to make this possible.
8. Changes to orders in exceptionally busy periods (Christmas, Valentine’s Day, Mother’s Day)
During exceptionally busy periods we may apply order deadlines. Additional orders or changes to orders after the order deadline cannot be guaranteed and will be dealt with at our discretion and on a per case basis.
We reserve the right to display customer testimonials on our website. These will not bare the name nor any marks of identification such as special dates, pictures or footage related to the origin of the message.
10. Payment Terms and Conditions and Cancellation Policy
11.1 Private Clients
Orders can only be confirmed if the full amount due is paid immediately by credit or debit card, or via PayPal or BACS transfer into our bank account.
For events a deposit of 50% of the total value must be paid three weeks before the event date.
11.2 Standard orders for roses up to a value of £200 can be canceled the day before the scheduled delivery by 12pm and a full refund will be made. In case any other products (other than roses) or services are sourced by us specifically for the order then 10 working days notice must be given for cancellation in order to receive a full refund. For cancellations of orders exceeding the value of £200, notice must be given 10 working days in advance of the delivery. Cancellations less than 10 working days in advance are subject to a 50% cancellation fee of the total order value.
11.3 Equipment rental fee will be charged for items such as containers, buckets, boxes. This rental fee includes rental of the items for one week from the date of delivery. A deposit of 50% of the retail value of the rental items is required prior to delivery. In case items are broken, damaged or missing after delivery / setup, the deposit for these items will not be refunded.
11.4 Corporate / Account Customers
Rose D’Azure may open an account for corporate clients and invoice these parties after the delivery / event has taken place. Payment terms are 7 days, starting on the day after the order has been delivered. Payments can be made either via BACS transfer, cheque or credit card.
11.5 Standard orders for roses up to a value of £200 can be canceled the day before the scheduled delivery by 12pm and a full refund will be made. In case any other products (other than roses) or services are sourced by us specifically for the order then 10 working days notice must be given for cancellation in order to receive a full refund. For cancellations of orders exceeding the value of £200, notice must be given 10 working days in advance of the delivery / pick-up date. Cancellations less than 10 working days but more than 5 working days in advance will be charged at 35% of the order value. Cancellations less than 5 working days but more than 3 working days in advance will be charged at 50% of the order value. Cancellations less than 3 working days in advance will be charged at 65% of the order value.
11.6 Equipment rental fee will be charged for items such as containers, buckets, boxes etc. This rental fee includes rental of the items for one week from the date of delivery. In case items are broken, damaged or missing after delivery and setup, they will be charged at 50% of the retail value of the item.
These Terms and Conditions and Cancellation Policy are part of any kind of contract between Rose D’Azure Ltd. and any third party.