We offer a local delivery service for those special celebrations or that special someone. Whether it’s a birthday, an anniversary, a sorry, a thank you or just to cheer someone up, our online range of products should cover your every need. If not then give us a call and we can put together a bouquet or arrangement that’s more suited and personal to you or your recipient.
By placing an order with Castle Street Flowers, either directly yourself on the http://www.castlestreetflowers.co.uk website (“the website”) or over the telephone, you are agreeing to the following terms and conditions.
Where do we deliver?
We only cover Farnham GU9 + and GU10 + Post codes.
For online orders, please ensure the correct postcode is selected on the first stage of the checkout (Delivery Rate). Failure to do so could result in the order to not be processed properly and from that, then not delivered.
If you require delivery to a near by address that isn't a GU9 or GU10 postcode, then please call one of our team on 01252 821754 to see if we can hopefully accommodate your needs.
We deliver Tuesday to Saturday 9.00am – 5.00pm.
We do also offer a delivery service on Mothering Sunday.
We may in some circumstances deliver earlier or later. Please contact a member of our team on firstname.lastname@example.org or call us on 01252 821754 to see if we can help you with this.
We do not deliver on Monday, Sundays or Bank holidays (Excluding Mothering Sunday)
Same day deliveries
**We are temporarily not offering a same day delivery service**
Under normal circumstances, we will try to ensure that your order is delivered to the recipient's address you provide. 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.
The email that is sent on receipt of your order contains all the key information pertaining to your order. It is very important that you check this to ensure no errors have been made. If we are provided with an incorrect address and the flowers are sent out for delivery before the error is highlighted, you are not automatically entitled to a resend of a fresh bouquet. In the event the flowers are irretrievable, we may, at our discretion, arrange for another bouquet to be sent out, subject to the details of the specific situation.
If you are unsure of the recipient's address, we recommend using one of the following address look up and validation websites:
Deliveries to funeral directors
If you are ordering flowers are for a funeral, it is essential that the name of the deceased, the funeral director and time of the funeral are included in the relevant fields, found in the check out area. 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 the purchased product.
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 know of the failed 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. However, it is not always possible for us to alert either the recipient or the customer by telephone of our failure to deliver.
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.
In the relivant field box (check out area) please enter any special delivery instructions. This information is for our drivers and is to express your wishes for us to follow if the recipient is either out or unable to answer the door when we attempt delivery. We will always do our best to follow your instructions word for word but this is not always possible e.g. if you have asked us to leave the flowers with a neighbour but the neighbours are also out, we may either leave it somewhere secure around the property or if this is not suitable, return the flowers to our base and reattempt the following working day. If we follow the delivery instructions and the item is subsequently stolen, the loss is the responsibility of the customer; it is, however, possible that we may not follow the delivery instructions if we believe there is a great chance of the order being stolen. If the delivery address is a business address, we need to have the company name and it is always appreciated if you could include what floor the recipient works on and if it is OK to take to a main reception desk.
Providing a phone number for the recipient does not mean we guarantee to contact the recipient to agree a delivery time as this is not possible for us to do.
Changes to your order
If you wish to amend or cancel your order, please call us on 01252 821 754 or email us at email@example.com Please note that any changes to your order (delivery address, gift message, additional items) must be made by 9am the day before delivery, or by 9am on Saturday for Monday delivery, to ensure that we have time to amend the order prior to dispatch. Although we will endeavor to make amendment requests that we receive after these times, we cannot guarantee we shall be able to make the changes. Orders placed or canceled after our offices have closed on Saturday or on Sundays or Bank Holidays will be treated as having been received on the following working day. Please note that this is also more difficult during busy periods and specific conditions below relate to changes to Valentine's Day, Mother's Day and orders over the Christmas period.
Please note that, once your order has completed, cancellation of your order is possible only in exceptional circumstances and is entirely at our discretion.
Availability and substitution
Flowers 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. Where this is necessary and when time allows, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact a member of our team on firstname.lastname@example.org or 01252 821 754
100% Satisfaction Guarantee/Damaged flowers and refunds
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 within 24 hours so that we can arrange one of the following:
- a re-send on the next available delivery date; or
- a full or partial refund (% refund depends on the specific circumstances of the issue).
Typically we will not offer both a refund and a resend. 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. It is important that we are contacted as soon as possible regarding issues. We need to be informed of any issues within 24 hours of the delivery to give us the best chance of successfully resolving the issue. We will, at our discretion consider issues raised after the 24 hour deadline but reserve the right to refuse the options of refunding or 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.
Small errors with orders
From time to time, there are small human errors made (for instance, very occasionally a message card goes astray or a specific flower is forgotten). In such circumstances, we will do our best to make the situation right for the customer. We may, at our discretion, offer a partial refund 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 nor would we give a full refund if some stems were missing or damaged; we would make what we would be considered by a reasonable person to be an appropriate compensation.
Shelf-life of flowers
Our flowers are incredibly fresh, and they will normally last at least five to seven days and 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 make them deteriorate very quickly. We include instructions and flower food with all our cut flowers arrangements. 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 fully 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.
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.
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.
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. 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 fulfill the order to the original time line. 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 (or any other) reason.