By placing an order on this website or when calling our customer services team, you are agreeing to the following terms and conditions:

You must be over 18 to place an order for alcoholic products on the Serenata Flowers website. By placing an order, you confirm that you or the recipient of an alcohol gift are over the age of 18.

Order Acceptance Policy

All orders received are subject to acceptance by Serenata Flowers Limited and we reserve the right to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received via the payment method used to place the order.

All prices shown are inclusive of VAT at the prevailing rate (currently 20%).

Changes to your order

If you wish to change your order, please do so via the My Account area of the Serenata Flowers website. We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address and card message) requested at least 24 hours before dispatch. Please note that once orders have been 'assigned to production', no changes can be accepted.

For peak season (Valentine's Day and Mother's Day), we are unable to guarantee to accept changes to orders within 72 hours of the intended delivery date.

Cancelling your order

Orders can normally be cancelled up to 48 hours before the intended delivery date. You can cancel your order via the My Account area of the Serenata Flowers website or by telephoning customer services. <em>Please note that once orders have been 'assigned to production', orders cannot be cancelled.Please note that once orders have been 'assigned to production', no changes can be accepted.

For peak season (Valentine's Day and Mother's Day), we are unable to guarantee to cancel orders within 72 hours of the intended delivery date.

Payment problems

Our website has a secure checkout (we use Thawte SSL Certificates and pass the FBI/SANS Internet Security Test), so we encourage you to place your orders online. On occasion, however, bank-related payment failures occur that prevent us from accepting your order immediately.

Occasionally, card details that are entered correctly and backed by sufficient funds are not validated because the card issuer is performing a random security check. In these cases, although we'll have received your order, we'll need to take payment over the phone. We'll email or call you as soon as possible in these circumstances. If you receive a message telling you that payment has not been validated, please contact our customer service team immediately to ensure your order is delivered on time.

Owing to time differences, payments made out of office hours, or problems getting hold of you via the contact details you've provided, we're sometimes unable to process a valid payment prior to the requested delivery date. Although this delay is regrettable, it is outside our control and we cannot offer any form of refund in these circumstances.

Timed deliveries

We offer a number of timed delivery options. However, please note that other than these standard delivery options, we are unfortunately unable to make deliveries within customer-specified time periods.

Adverse weather conditions

During adverse weather conditions (such as heavy snow, ice, flooding or high winds), our delivery teams may not be able to delivery orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.

Delivery policies

For full information related to our delivery-related policies, please see our delivery information page.

Flower availability and substitution

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 the substitution is significant, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our customer services team. Please note that foliage and sundries (including vases) may be substituted without notice.

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 the substitution.

Damaged flowers

Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:

  • a re-send on the next available delivery date, or
  • a full refund

Our promise

Freshness

Because our flowers are sourced directly from growers and auctions, are flowers are normally sent out in bud form meaning they will last longer with the recipient. In the few cases where the flowers are not delivered fresh, please do let us know and we will replace them free of charge.

Damages

Our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left our flower emporium, but sometimes flowers do get damaged in transit. Should this occur, please contact us so what we can arrange a replacement bouquet. Please note that it may be necessary to return the original product in order to receive the replacement product, or in most cases sending us a photo of the damaged item should suffice.

If you are unhappy with the product received you will need to contact us as soon as possible (and within 7 days of the delivery date) using the 'Contact Us' link on our website. Due to the perishable nature of our goods we are unable to deal with complaints after 7 days. We will require a photo of the quality issue which you can attach to the contact form.

Late Deliveries

In the event of Non-Delivery on the selected delivery date, we will either refund you in full or redelivery your order – it is your choice, just let us know.This does not apply for postal flower orders which are not guaranteed for delivery on a specific date.

In the event of a late delivery where you have choosen our AM or other specific timed delivery service, we will refund your order in full. You keep the flowers though. It is our loss for not fulfilling on our promise to deliver on time. Please note that banks might take 3-5 days to refund the amount on your card.

Non-Delivery

We and our courier partners are human. If we fail to deliver your order we will refund you the full amount. Period. Please note that banks might take 3-5 days to refund the amount on your card.

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 the purchased product subsequently falls or is discounted owing 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 contingent on 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 different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Vouchers

We only allow one voucher to be used per order. The voucher discount will be applied to the product cost and not the delivery.

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.

Please remember that we value your privacy and will never lease, rent or sell your private information. Period. For more information, please see our privacy policy.

At the checkout, we ask for the following personal information

  • Customer's email address
    We use this information to provide a better customer experience by sending order confirmations, dispatch confirmations and delivery confirmations. We will also use the customer's email address in the event that we need to make substitutions. Please ensure that email addresses are accurate.
  • Customer's full name and address
    We use this information for credit card validation and for direct mailing (only if you have agreed to receipt of these mailings).
  • Recipient's full name and address
    We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.

Thank you for you order, and we hope your Serenata experience will be a pleasurable one.

Copyright

All copy and images on this website are owned by Serenata Flowers Limited and protected by Copyright. Unauthorised infringement of copyright may be result in legal action being taken against the offending party.

Registered company address

SerenataFlowers.com
No. 11, L-Ufficcji
Ground Floor
Misrah 28 ta' Frar 1883
Birkirkara BKR1501
Malta
Company Registration number: WWW TSM - C61182
VAT registration no: 201936728

UK Flower Delivery (courier)

Standard delivery weekdays - FREE. Order by 10pm for next day delivery
Saturday delivery: FREE Order by 10pm Friday for Saturday delivery
Sunday delivery: FREE
(excluding Mother's Day)
Order by 6pm Saturday for Sunday delivery (order up until 7pm on Sunday for Monday delivery)
   

Timed delivery Options

Guaranteed before 10am - £12.99 Monday - Friday (Saturday £14.99)
Guaranteed before noon - £4.99 Monday - Friday (Monday - Saturday £9.99)
Afternoon delivery - £4.99 Monday - Friday (Saturday £9.99)

Same day delivery

Standard delivery weekdays £6.99 Surcharge (Tuesday - Saturday)

Next-day courier delivery

  • All next-day courier delivered flowers are dispatched from our central production facility. Other products are dispatched direct from suppliers.
  • Deliveries are normally made between 8am and 8pm. However, during busy periods, these delivery times may differ slightly, and we reserve the right to deliver between 7am and 9pm.
  • If you have selected and paid for an afternoon delivery (extra charge of &pound;4.99 weekdays or &pound;9.99 on Saturday applicable), please note the delivery will take place between noon and 6pm.
  • Deliveries are available from Monday to Sunday. We are currently unable to deliver orders on Bank Holidays.
  • Our next-day courier deliveries are only available to UK mainland addresses. We are not able to deliver to Northern Ireland, Rebublic of Ireland, Scottish Highlands, Channel Islands and some rural areas. We are also unable to deliver to PO Boxes or BFPO addresses.
  • 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.
  • 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 recipient 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.

Same day delivery

  • All same-day UK deliveries are passed to a relay network who then pass orders onto local florists.
  • For some rural areas or areas where our florist network does not have a florist, we may not be able to fulfill the order. In this case, we will contact you offering a full refund or a next day delivery fulfilled from our central production faciliity.
  • 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 busy periods, these delivery times may differ slightly, and we reserve the right to deliver between 7am and 8pm in exceptional circumstances. We are currently unable to deliver flowers on a Sunday or Bank Holidays.
  • Our same-day deliveries are only available to UK mainland addresses. We are not able to deliver to Northern Ireland, Rebublic of Ireland, Scottish Highlands, Channel Islands and some rural areas. We are also unable to deliver to PO Boxes or BFPO addresses.
  • For same-day flower deliveries, we cannot guarantee an exact delivery time
  • We are unable to provide delivery notifications for same-day orders.
  • 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.
  • 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 recipient 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 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 flowers, deliveries can take place anytime between 8am and 7pm
  • We are unable to provide delivery notifications for international orders.
  • 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.
  • 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 recipient 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 do not guarantee to be able to follow delivery instructions.

Product-specific delivery information

    Flowers
    • Our next-day flowers and flowers by post are delivered in a sturdy box and wrapped with cellophane for protection in transit.
    Hampers
    • Hampers are normally dispatched to arrive on the selected delivery date or the day before.
    • Depending on the size of hamper, delivery will be either via Royal Mail or via courier.

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

To ensure deliveries are successful, we recommend choosing a timed delivery option especially during peak periods (Christmas, Valentines Day and Mothers Day).

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. In addition, many hospitals do not accept flower deliveries due to health & safety restrictions.

It is for this reason that we no longer recommend that flowers are delivered to a hospital. If an order is placed for delivery to a hospital and the delivery is not successful, we reserve the right to not refund or resend the order.

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.

(Because it's never a good idea to bottle up your gripes)

Flowers. We love them. And not only because they look good - because they smell good, too. So you can imagine exactly how sorry we are if any experience you have of us makes you wrinkle your brow like a wilted petal or leaves a bad smell in your nose. That's why we make it our priority to get things right the first time.

Every rose has its thorn, though, and we must confess that, on rare occasions, things do go wrong. It drives us nuts, but it's one of those little things we have to live with as humans. We don't have to live with the results of these mistakes, though - and you certainly don't, either.

So, if for any reason you're not absolutely 100% happy with your Serenata experience, put up your hand. We value your feedback.

Better yet, fill in a form- just let us know! We promise that if your unhappiness is any fault of ours, we'll always offer to put things right with a sympathetic ear that really, honestly and truly does care what you think.

Our guarantees and promises

Freshness

Because our flowers are sourced directly from growers and auctions, are flowers are normally sent out in bud form meaning they will last longer with the recipient. In the few cases where the flowers are not delivered fresh, please do let us know and we will replace them free of charge.

Damages

Our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left our flower emporium, but sometimes flowers do get damaged in transit. Should this occur, please contact us so what we can arrange a replacement bouquet. Please note that it may be necessary to return the original product in order to receive the refund, or in most cases sending us a photo of the damaged item should suffice.

If you are unhappy with the product received you will need to contact us as soon as possible (and within 7 days of the delivery date) using the 'Contact Us' link on our website. Due to the perishable nature of our goods we are unable to deal with complaints after 7 days. We will require a photo of the quality issue which you can attach to the contact form.

Late Deliveries

In the event of non-delivery on the selected delivery date, we will either refund you in full or redeliver your order - it is your choice, just let us know.This does not apply for postal flower orders which are not guaranteed for delivery on a specific date.

In the event of a late delivery where you have chosen our AM or other specific timed delivery service, we will refund your order in full. You keep the flowers though. It is our loss for not fulfilling on our promise to deliver on time. Please note that banks might take 3-5 days to refund the amount on your card.

Non-Delivery

We and our courier partners are human. If we fail to deliver your order we will refund you the full amount. Period. Please note that banks might take 3-5 days to refund the amount on your card.

Accepted payment methods:

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