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By placing an order on this website or when dealing with 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 and the recipient of an alcohol gift are over the age of 18.
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%).
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.
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. Please note that once orders have been 'assigned to production', they cannot be cancelled.
Our website has a secure checkout - we use Thawte SSL Certificates and pass the FBI/SANS Internet Security Test. On occasion 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.
For full information related to our delivery-related policies, please see our Delivery Information page.
We offer a number of timed delivery options at an extra delivery charge. Other than these timed delivery options, we are unable to make deliveries within customer-specified time periods.
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, including if the delay is due to a backlog of weather affected deliveries with our carrier. In the event of adverse weather conditions, we are not able to refund or offer re-delivery of affected orders.
All of our flowers, plants and bouquets are subject to availability. In the event of any supply difficulties or flower quality issues, we reserve the right to substitute any product with an alternative 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.
Although we do our best to ensure that this does not happen, on rare occasions, flowers may arrive at their destination damaged . If the recipient receives such 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 or partial refund. The amount of partial refund will depend on the specific circumstances and condition of the flowers.
Please note: If you are unhappy with your order for any reason you will need to contact us as soon as possible, latest within 5 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 any complaints and issues raised after the 5 day period. For quality issues we will require a photo clearly showing the problem which you can attach to the contact form.
At our discretion 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 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.
Our personalised special offers and promotions are to be redeemed only by the customer in receipt of the discount or special offer and cannot be transferred to another person.
We only allow one voucher to be used per order. The voucher discount will be applied to the product cost and not the delivery charges.
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.
No. 11, L-Ufficcji
Misrah 28 ta' Frar 1883,
Company Registration number: C61182
VAT registration no: 201936728
Email : firstname.lastname@example.org
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 Flowers 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.
Because our flowers are sourced directly from growers around the world, are flowers are normally sent out in bud form meaning that the recipient will be able to enjoy them longer. In a rare case where you feel that the flowers are not delivered as fresh as they should be, please do let us know.
Our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left our flower emporium, but sometimes a few petals do get damaged in transit. Should this occur, please contact us immediately. Please note that it is necessary to send us a photo of the damaged blooms or other items.Please note: If you are unhappy with your order for any reason you will need to contact us as soon as possible, latest within 5 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 any complaints and issues raised after the 5 day period. For quality issues we will require a photo clearly showing the problem which you can attach to the contact form.
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 orders and letterbox orders which are not guaranteed for delivery on a specific date.
In the event of a late delivery when you paid for timed delivery option, 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.
Delivery issues must be reported within 5 days of delivery date.
We and our courier partners are human. If we fail to deliver your order we will either redeliver your order or refund you the full amount. Period. Please note that banks might take 3-5 days to refund the amount on your card.
Delivery issues must be reported within 5 days of delivery date.
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 9pm 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||£7.99 Surcharge (Monday- Saturday)|
To ensure deliveries are successful, we recommend choosing a timed delivery option especially during busy seasons like Christmas, Valentines Day and Mother's Day.
In some circumstances, 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.
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.
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 post room or reception. Please ensure that you include enough information for the post room/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 post room/reception.
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.
Serenata Flowers relies on different lawful basis for processing personal information, and in some cases, more than one lawful basis may apply with respect to the same personal data.
We collect and process your personal information in order to fulfill the order that you place with us, and in accordance with our contract with you to fulfill your order. The type of personal information we collect is listed under the section "What data do we collect and why do we need it"
We also collect and process personal information for our legitimate interests in handling customer care issues, conducting market research, sending email and direct marketing material to you, handling legal claims and preventing and identifying fraud claims
We rely on the consent you have provided us as the legal basis for our marketing email communications. You can unsubscribe at any time, and information to do so can be found in the emails we send out. Please note that withdrawing your consent from us is not enough to cease all communications since we may have a lawful or ongoing reason to retain your personal data.
Serenata Flowers is required to comply with applicable laws, rules and regulations, as well as orders by courts having jurisdiction over Serenata Flowers. This means that we may collect and retain personal data as required. For example records of customer orders are kept as required by applicable laws, and these are shared with the relevant tax authorities as and when required.
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide us with accurate personal information.
Please remember that we value your privacy and will never lease, rent or sell your private information. Period.
At checkout we ask for the following personal information.
We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate, therefore Serenata Flowers uses a third party service to check the validity of the address provided.
As this information is considered to be Personally Identifiable Information we store it securely and process it accordingly especially when we pass over information to third parties to allow them to perform services on our behalf.
We never send promotional messages, marketing communications or any form of unsolicited contact to details collected in the recipient details.
We collect details of your online browsing activities such as the sections visited and parts of the website viewed. We also collect details of the type of device you use to view our website, your IP address, and your device's geo location.
When you browse our websites, then you may receive ads of our products when in turn browsing other websites using the same internet connected device. This marketing data is done through data collection cookies which track your online browsing behaviour. These cookies are either placed by Serenata Flowers or by one or more third parties.
Serenata Flowers contracts with third parties who offer one or more of the following services and these are used to enhance your buying experience
You have a right to request for your account to be closed at any time, however we do have certain obligations to keep data records for legal and accounting purposes.
Please send us an email at email@example.com outlining your request and we will reply within 30 days
Further, please note that for us to consider your request the following criteria must be met:
Note that if we erase all information about you, and you decide to make a future purchase, then we will not be aware of your prior requests or objections.
You have the right to request a copy of the information that we hold about you, however we do have certain obligations to keep data records for legal and accounting purposes. Please send us an email at firstname.lastname@example.org outlining your request and we will reply within 30 days.
Further please note that for us to consider your request the following criteria must be met
As part of our customer service offering we provide a regular email newsletter service. This service brings to you details of monthly special offers and product promotions as well as information on new products.
If you wish to subscribe to our newsletter service please send an email via contact form stating your request or submit your address in the box provided on our homepage.
We strive to only send promotional e-mail to those who want to receive it. If you wish to opt-out of this service, please access the 'Unsubscribe' link that is available on all promotional emails. You can subscribe again at any time by following the procedure above.
If you have any questions please email our Customer Services Team via contact form
Cookies assign a unique identification to your computer and store the details on your hard drive via a facility in your web browser. The cookie does not contain any personally identifying information but does permit our website to recognize you each time you return to the Serenata website. On arrival your cookie then 'handshakes' with our system, which identifies you and makes it faster for you to log in. For more information about cookies and how to block them, please visit our Cookie information page.
We take the security issue very seriously. Our online ordering system is based on the SSL 128 bit encryption standard. Provided you are using an SSL-compliant browser such as Google Chrome, Mozilla Firefox or Microsoft Edge, you'll be able to conduct end-to-end encrypted transactions without fear of an intermediary obtaining your credit card information.
We use your IP (Internet Protocol) address to help diagnose problems with our server and to administer our website. Your IP address is also used to help identify you and your shopping basket.
Cookies are small text files which a website may put on your computer (or mobile device) when you first visit a site or page. A cookie helps the website, or another website, to recognise your device the next time you visit. Web beacons or other similar files can also do the same thing. We use the term "cookies" in this policy to refer to all files that collect information in this way.
There are many functions cookies serve. For example, cookies can help us to remember your customer details, which products you've looked at, analyse how well our website is performing, or even allow us to recommend products we believe will be of interest to you.
Certain cookies may contain personal information – for example, if you login, a cookie will store your customer identifier. Most cookies won't collect information that identifies you, and will instead collect more general information such as how users arrive at and use our website, or a user's general location.
The cookies on our website perform one of the following three functions:
If a user or customer opts to disable these cookies, the user will not be able to access all of the past order information or may not be able to use our checkout.
We use functionality cookies to allow us to remember your preferences or which product category you are visiting (e.g. flowers. chocolates, plants or wine). For example, cookies save you the trouble of typing in your details every time you access the site.
We use or allow third parties to serve cookies that fall into the four categories above. For example, like many companies, we use analytics software to help us monitor our website traffic. We may also use third party cookies to help us with market research, revenue tracking, improving site functionality and monitoring compliance with our terms and conditions and copyright policy.
The purpose of banner advertising is to present products you've viewed on our website in the forms of adverts on 3rd party websites. The products presented might be the same or similar to the ones you've seen when visiting our site. This form of advertising relies heavily on cookies. Please be assured that the information in these cookies is completely anonymous and does not contain any of your personal details. For more information, please visit http://www.youronlinechoices.com/uk/your-ad-choices.
As explained above, cookies help you to get the most out of our websites.
However, if you wish to disable cookies then please read the section titled 'Enabling and blocking cookies' below.
Please remember that if you do choose to disable cookies, you may find that certain functionality and pages of our website do not work properly.
The emails that we send customers may contain a single, campaign-unique "web beacon pixel" to tell us whether these emails are opened and verify any clicksthrough to links in the email. We may use this information for purposes including determining which of our emails are more interesting to users or to query whether users who do not open our emails wish to continue receiving them. The pixel will be deleted when you delete the email. If you do not wish the pixel to be downloaded to your device, you should select to receive emails from us in plain text rather than HTML.
Note that there are various levels of cookie enablement and disablement in Internet Explorer. For more information on other cookie settings offered in Internet Explorer, refer to the following page from Microsoft: http://windows.microsoft.com/en-GB/windows-vista/Block-or-allow-cookies
Note there are various levels of cookie enablement and disablement in Firefox. For more information, refer to the following page from Mozilla: http://support.mozilla.org/en-US/kb/Enabling%20and%20disabling%20cookies
Note there are various levels of cookie enablement and disablement in Chrome. For more information on other cookie settings offered in Chrome, refer to the following page from Google: http://support.google.com/chrome/bin/answer.py?hl=en&answer=95647
Note there are various levels of cookie enablement and disablement in Opera. For more information on other cookie settings offered in Opera, refer to the following page from Opera Software: http://www.opera.com/browser/tutorials/security/privacy/
Note there are various levels of cookie enablement and disablement in Safari. For more information on other cookie settings offered in Safari, refer to the following page from Apple: http://docs.info.apple.com/article.html?path=Safari/3.0/en/9277.html
Please refer to the "Help" function in the browser or contact the browser provider.