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DELIVERY INFORMATION

Next-day courier delivery

• Deliveries are available from Monday to Saturday. We are currently unable to deliver orders on a Sunday or Bank Holidays.
• Where possible, we will attempt to obtain a signature from the intended recipient of the flowers.
• If standard delivery is chosen, we cannot guarantee an exact delivery time
• If no-one is available to receive the delivery, our courier will normally follow any delivery instructions provided, leave the order securely or with a neighbour and leave a delivery card stating the item's location. In the event that they are unable to leave the order securely, the driver may return the item(s) to their local depot and leave a delivery card giving the recipient the option to call to reschedule delivery or collect the order from the courier's local delivery depot. If no action is taken, the courier will normally re-attempt delivery the following working day. Please note that only one re-delivery attempt will be made.
• Under normal circumstances, we receive dispatch and delivery notifications from our courier. We then use that information to keep you informed of the delivery progress of your order via email and/or SMS message. However, this service is not guaranteed. In addition, there may be some delay between the occurence of a delivery event and us receiving notification.
• In the event of a non-delivery, customers are normally entitled to a refund or redelivery under our 100% satisfaction guarantee.
• In the event of late delivery on the chosen delivery date, we will normally refund the delivery charge associated with your order
• For deliveries to large businesses, hospitals, universities etc, deliveries will normally be made to the reception or post-room. Delivery to the named recipient is not possible to these types of addresses in many cases. Please see below for more information.
• If the address provided is incorrect or incomplete or if the delivery is refused, we reserve the right to charge up to 100% of the original order value to re-deliver to the same or an alternate address.
• We are unable to call recipient prior to delivery.
• We do not guarantee to be able to follow delivery instructions.

Postal/Budget range delivery

• Although delivery is normally on the chosen delivery date, we cannot guarantee an exact delivery date for our budget range. Flowers are normally delivered within 1 – 2 days of your chosen delivery date. To guarantee delivery, we recommend that the delivery date selected is the day before the flowers are required. However, this may mean that the flowers arrive a day early.
• In the event of late delivery, we are unable to offer a refund or a resend.
• Deliveries are available from Tuesday to Saturday. We are currently unable to deliver flowers from our budget range on a Monday, Sunday or Bank Holidays.
• We do not recommend that our value range be chosen for deliveries to hospitals or funerals.
• For large businesses, hospitals, universities etc, flowers will normally be delivered to the reception or post-room. Delivery to the named recipient is not possible to these types of addresses in many cases.
• Delivery instructions cannot be followed.
• Timed deliveries are not available.
• In the event of a non-delivery or late delivery, the customer must claim directly with the Royal Mail.

First class:

• Orders sent via First Class cannot be tracked.

Recorded Signed For:

• For ‘recorded signed for’ deliveries, a signature will be collected from the person that receives the delivery. This may not be the person named on the address label.
• It is possible to track the delivery via the Royal Mail’s ‘Track & Trace’ website.

Same-Day Delivery

• Deliveries are available from Monday to Saturday. Deliveries are normally made between 8am and 6pm by a florist local to the recipient address. However, during peak periods, deliveries may be made until 8pm. We are currently unable to deliver flowers on a Sunday or Bank Holidays.
• For same-day flower deliveries, we cannot guarantee an exact delivery time
• If no-one is available to receive the flowers, the florist's driver will normally leave a delivery card giving the recipient the option to call to reschedule delivery.
• In the event of a non-delivery, customers are normally entitled to a refund or redelivery under our 100% satisfaction guarantee.
• In the event of late delivery on the chosen delivery date, we will normally refund the delivery charge associated with your order
• For deliveries to large businesses, hospitals, universities etc, although our florist's driver will try to deliver directly to the recipient, this is not guaranteed. In some cases, it may be necessary to leave flowers with the reception or post-room. It is then their responsibility to ensure that the flowers reach the recipient, Please see below for more information.
• If the recipient address provided is incorrect or incomplete or if the flowers are refused, we reserve the right to charge upto 100% of the original order value to re-deliver to the same or an alternate address.
• We do not guarantee to be able to follow delivery instructions.

International delivery

• All international deliveries are passed to a relay network who then pass orders onto local florists.
• For some deliveries, it may be necessary for our courier to call the recipient to ensure that someone will be available to receive the flowers.
• Deliveries are available from Monday to Saturday. Deliveries are normally made between 8am and 6pm by a florist local to the recipient address. However, during peak periods, deliveries may be made until 8pm. We are currently unable to deliver flowers on a Sunday or Bank Holidays.
• For same-day flower deliveries, we cannot guarantee an exact delivery time
• If no-one is available to receive the flowers, the florist's driver will normally leave a delivery card giving the recipient the option to call to reschedule delivery.
• In the event of a non-delivery, customers are normally entitled to a refund or redelivery under our 100% satisfaction guarantee.
• In the event of late delivery on the chosen delivery date, we will normally refund the delivery charge associated with your order
• For deliveries to large businesses, hospitals, universities etc, although our florist's driver will try to deliver directly to the recipient, this is not guaranteed. In some cases, it may be necessary to leave flowers with the reception or post-room. It is then their responsibility to ensure that the flowers reach the recipient. Please see below for more information.
• If the recipient address provided is incorrect or incomplete or if the flowers are refused, we reserve the right to charge upto 100% of the original order value to re-deliver to the same or an alternate address.
• We do not guarantee to be able to follow delivery instructions.

Other important delivery information

• To enable us to contact you regarding a problem with your order, please make sure that you have provided a valid email address and/or contact telephone numbers.
• Please ensure that someone is available at the delivery address to receive the delivery.
• In the event of a delivery problem, if we are able to, we will try and contact the customer to try to resolve the issue.
• In rare circumstances, our drivers are unable to deliver an order. This may be due to problem with the delivery vehicle. We ensure that these occurrences are minimised, but in the event that we are unable to deliver the order owing to circumstances that are within our control, we will contact you immediately via email or phone to arrange a redelivery and refund the original delivery charge. We reserve the right to provide additional compensation in the form of a discount off a future purchase from www.SerenataFlowers.com. No other form of compensation is accepted.
• To ensure a successful delivery, please ensure that the delivery address is accurate and complete. If possible, please provide additional delivery instructions to help the delivery driver to find the recipient's address.
• We cannot be held responsible for failed deliveries that result from a problem with the address and/or postcode you provide at the time of order placement, if the delivery was refused by the recipient or the fact that the recipient no longer lives at the address provided.
• We are not responsible for any other costs incurred by the customer due to failed deliveries.

Deliveries to businesses, hospitals, universities

In some circumstances, for example, when delivering to some business addresses, hospitals or universities, we may not be able to deliver the flowers directly to the intended recipient. Please note that these circumstances are outside our control. In this case, we will deliver to the reception area or post room and (where possible) obtain a signature from the receptionist (or equivalent). This signature will be our record of delivery.

To ensure the highest likelihood of delivery success, please ensure that you provide as much information regarding the location of the recipient as possible within the delivery instructions, including department name, floor number, etc.

Hospital-specific delivery issues

Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. This means that we sometimes are unable to deliver orders for customers at a very emotional time. However, many of these problems can be resolved 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 and this can lead to delivery issues that are out of our control.

It is also important for you to check that the hospital/ward accepts cut flowers as we are not responsible for refunds in the event that the hospital refuses to 'receive' the flowers. If the hospital refuses the flowers, we reserve the right to charge an additional production and delivery charge (of up to the full order value of the original order) for the delivery of fresh flowers to an alternate address.

In the event that delivery to the recipient is not possible (for example, if they can't be located, or have been discharged from the hospital), we reserve the right to charge an additional production and delivery charge (of up to the full order value of the original order) for the delivery of fresh flowers to an alternate address. If you decide to cancel the order instead of arranging a re-delivery, we reserve the right to deduct a cancellation fee from the refund value.

University-related delivery issues

Due to the size of university campuses, it can often be difficult to locate recipients at universities. We are therefore not able to deliver to recipients themselves and will always deliver to the university postroom or reception. Please ensure that you include enough information for the postroom/reception staff to be able to locate the intended recipient of the flowers. We are not liable for the non-delivery of flowers to recipients at universities as we have no control of the delivery once it reaches the postroom/reception.

Other business address delivery issues

If you wish to order flowers for delivery to a business address, we recommend that you use one of our timed delivery services (where available)to ensure delivery is made within office hours.

In the event that our standard delivery option is chosen for a business address and a delivery between 8.00 a.m and 6.30 p.m. fails owing to the recipient not being available, or the business being closed, we will not accept any liability for the non-delivery and reserve the right to charge an additional production and delivery charge for any subsequent redelivery. If you decide to cancel the order instead of arranging a redelivery, we reserve the right to deduct a cancellation fee from the refund value.