ORDERS AND CANCELLATIONS

Order Acceptance Policy

All orders requests received are subject to acceptance by Bold Oxlip Limited ("Bold Oxlip") and Bold Oxlip, and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.

Timing of your order

As a part of the checkout process you will be able to select the delivery date for your bouquet order. You will also be able to select the time slot for the delivery. In the case of a non-flower related product, standard postal shipping will apply. In the case of a lesson or workshop, delivery will not apply.

Changes to your order

If you wish to change your order please contact us at flowers@boldoxlip.com. 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 in relation to card messages) that are requested by 9am the day before the intended delivery date. At peak periods we begin processing orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 5 days notice for any changes to be made.

Cancellation policy

Orders can be cancelled by 9am two days before the intended delivery date and a full refund will be issued. The easiest way to cancel your order is to contact us at flowers@boldoxlip.com. At peak periods we begin processing orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 5 days notice for any changes to be made.

PAYMENTS

We accept American Express, Visa and MasterCard credit and debit cards as well as Paypal. In order to offer the best security, all our payments are processed securely by Stripe or, if selected as a payment option, Paypal.

If you create an account and enter your payment details, your card will be stored securely by Stripe so that you can check out on future visits without re-entering your card details.

We never store or have access to your credit or debit card details.

PRICES

All prices exclude delivery charges unless otherwise stated. We do not charge VAT. Delivery charges will be calculated and added to the product price at checkout according to product type and postcode.

DELIVERY POLICY

We deliver via selected courier companies and Royal Mail Tracked.

We will determine whether your order will be delivered by courier for flowers or Royal Mail Tracked for standard items or and will communicate this during the checkout process. Courier delivery is selected for a particular date at checkout and Royal Mail delivery will be between 3-5 days.

In the event of a delay by Royal Mail or a courier, we are unable to offer a refund or to resend your delivery.

We are unable to provide delivery notifications for Royal Mail orders. We do not obtain proof of delivery.

We cannot guarantee that delivery instructions will be followed.

Although our team will always try our best to ensure punctual delivery for our customers, Bold Oxlip cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the delivery service that we use or anything else outside of Bold Oxlip's control.

In the event of a non-delivery please contact us at flowers@boldoxlip.com. It is the customer's responsibility to contact us within 7 days of the scheduled delivery date in order to claim a refund. Failure to do so will result in the lapse of any rights to a refund.

Bold Oxlip only delivers bouquets with our specified delivery area. Please see here for further details. For all other products Bold Oxlip only delivers within the United Kingdom. We can deliver to any address within the United Kingdom, but do not deliver to PO boxes and BFPO addresses.

We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.

If you wish to change the delivery address, you must email us flowers@boldoxlip.com with the new address details, to ensure that no deliveries are sent out to the wrong address. Please ensure this is done by 9am the day before your next order is due to arrive. We are unable to provide refunds for any deliveries sent to the wrong location where we have not received advance notice in accordance with this paragraph. Please note that at peak periods we begin processing orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 5 days notice for any changes to be made.

OUR PROMISE, RETURNS AND REFUNDS

Freshness

Our flowers are occasionally sent out in bud form meaning they will last longer with the recipient. If you receive flowers that do not seem fresh, please contact us at flowers@boldoxlip.com to let us know. If, at our sole discretion, the flowers do not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the un-fresh flowers within 72 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Damage

While our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on a small number of occasions (and for reasons beyond our control) they may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged flowers in question within 72 hours of receipt of the flowers in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Non Delivery

While we do everything we can to make sure our flowers are delivered, sometimes mistakes do happen and deliveries don't turn up. If we fail to deliver your order, we will send you a free replacement on our next available delivery date, or a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount on your card.

Returns

Please understand that due to the perishable nature of flowers, we are unable to accept returns. We offer customers refunds or replacement flowers if the flowers are not delivered to an acceptable quality, as detailed above.

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, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.

CIRCUMSTANCES BEYOND OUR CONTROL

Adverse weather conditions

During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery partners may not be able to deliver 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.

Force Majeure

Bold Oxlip shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond Bold Oxlip’s reasonable control.

OUR LIABILITY

Subject to clause 5.2, 5.3 and 5.4, whilst we agree to use all reasonable endeavours to ensure that the Bold Oxlip service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the Bold Oxlip service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Bold Oxlip service impossible or impractical.

Subject to clause 9.2(a) and 9.2(b), our liability in contract, tort (including negligence and breach of statutory duty) or otherwise arising by reason of or in connection with your order with us shall in no circumstances exceed the price paid to us for the order in question (defined as an individual delivery within a particular week, not an entire subscription).

Subject to clauses 9.2(a), 9.2(b) and 9.2(c) above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Bold Oxlip service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the products supplied.

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. For more information, please see our privacy policy.

During the checkout process, 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, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate.

Customer's full name and address

We use this information for credit and debit card validation.

Customer's telephone number

We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.

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.

GENERAL

We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Bold Oxlip site and/or the Bold Oxlip service from time to time. We will post any changes on the Bold Oxlip site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Bold Oxlip service or Bold Oxlip site. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new Terms and Conditions.

Additionally, we reserve the right to suspend, restrict or terminate access to the Bold Oxlip site and/or the Bold Oxlip services for any reason at any time.

These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Bold Oxlip site, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.

In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.

Your purchase will be deemed to have occurred in the UK if the delivery was to an address in the UK. In the event of a delivery to an address in the UK, these Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.

 LINKS TO OTHER WEBSITES

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

CONTROLLING YOUR PERSONAL INFORMATION

If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at flowers@boldoxlip.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.