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.
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.
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.
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.
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.
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.
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.
For full information related to our delivery-related policies, please see our Delivery Information page.
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.
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:
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.
We only allow one voucher to be used per order. The voucher discount will be applied to the product cost and not the delivery.
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.
At the checkout, we ask for the following personal information
Thank you for you order, and we hope your Serenata experience will be a pleasurable one.
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.
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.
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.
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.
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.
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.
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)|
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.
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 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.
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 Commerce Limited does not sell, rent, loan, trade, or lease any personal information collected at our site.
Serenata Commerce is committed to keeping customer information confidential and used solely for the purpose of serving you better.
In order for us to provide the best possible level of service, we need to gather certain information. When you set up an Internet account with us, we will ask you for some relevant information, including:
This information allows us to provide you with personalised services and correspond with you separately. The information you provide will be kept confidential and used to support your customer relationship with Serenata Flowers. It will help us to maintain your account and alert you to new products, special offers and services, which are suited to you as they become available. Such uses may be special offers in promotional emails and on our website.
We endeavor to keep our information accurate and up to date. Once you have registered online with Serenata Flowers you can check the information we store for your account by visiting our website and logging-in. By accessing `My Details` you can amend any inaccuracies through this facility.
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.
An introduction to cookies?
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 we use on our websites?
The cookies on our website perform one of the following three functions:
1. Essential Cookies
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.
2. Performance Cookies
3. Functionality Cookies
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.
Banner advertising on 3rd party websites
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.
How to block cookies for our websites
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.
Other uses of cookies - tracking emails
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%20cookiesGoogle Chrome
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=95647Opera
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/Safari on OSX
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.htmlAll other browsers