DELIVERY

3.1 Upon receipt of full payment for your service or product, a delivery date shall be arranged, which is mutually convenient to all parties. Your product or service shall either be collected or delivered personally, by Royal Mail, alternative courier service or by email, depending on the delivery service paid for.

3.2 For items purchased from our online store, we will endevour to dispatch your items within 7-10 working days (excluding weekends & public holidays) of receipt and completion of your order. However, delays are occasionally inevitable due to unforeseen factors. 

3.3 Delivery times are approximate, and we are not responsible for any consequential losses you may incur if the postal service does not deliver within that period for any reason. We do not accept any responsibility for any failure to deliver goods or delay, damage or defect caused in doing so if the circumstances were beyond our reasonable control. 

3.4 Delivery dates: 3-5 working days for gift items. Allow 6 weeks for bespoke orders (bouquets and floral arrangements). If you need it sooner, please contact us at services@floralsofsplendour.co.uk

3.5 Where items are sent by recorded delivery unless stated otherwise, a signature is required. If a signature is obtained from any person other than the named customer at the specified delivery address, the named customer is still responsible for the item and any charges associated with it.

3.6 Postage costs will vary according to size, weight, and location. You may also choose to pay an additional charge for special delivery. If this is the case, please contact us for pricing.

3.7 If you have not received your item within seven working days of the completion of your order, e-mail us so we can investigate the matter. If the post office has attempted to deliver the item, where it has not been collected from the sorting office or if we have had an item returned to us due to non-communication on your part, you will be responsible for additional shipping costs.

3.8 In the unlikely event that your parcel has been delayed, please allow 15 working days from the date your order was dispatched before any replacement can be sent. This is because Royal Mail stipulates that they do not consider an item lost until 15 working days have passed.

3.9 Please ensure that the packaging of your goods is checked BEFORE signing the delivery. If you have received a package that is damaged, you must sign the delivery note as “damaged”.

EVENT SET-UP & DELIVERY

4.1 The Service shall be directed by the event manager or such other suitably qualified person appointed by Florals of Splendour.

4.2. If budget management is included in your package, Florals of Splendour will provide administrative assistance with the management of the event budget and shall provide the Client with reports. However, notwithstanding the foregoing, it will be solely the Client’s responsibility for the overall management of the budget associated with the Event and solely responsible for any loss incurred.

4.3 We can personally deliver and set up your event with agreed and paid services and products unless otherwise stipulated in writing. For large events, trusted assistants are brought in to ensure a smooth and timely set-up.

Please Note: ‟Balloons are, by nature, temporary items: Although ‘your company name’ uses only the finest quality balloons, some balloons will occasionally deflate sooner than expected and will also be adversely affected by the wind, rain, rough handling, sunlight, and other uncontrollable factors.”

4.4 Before placing or confirming your order for a product or service, please ensure that you have provided the full address, telephone details and email address, including the accurate postcode of the venue or agreed recipient so that we can notify you if any delivery problems are encountered.

4.5 Your products and services paid for will be delivered or set up at a time previously agreed. If for any reason, we are not able to meet the delivery or set-up time, you will be notified as soon as reasonably possible.

4.6 It is agreed that we shall be the sole provider of Backdrops, Fresh or artificial floral arrangements and decorations. If you wish to add your own arrangements, please notify us. Please note that other than church flower teams, we will not work or partner with any other provider of fresh or artificial floral decorations for your wedding/event. This is non-negotiable.

4.7 Florals of Splendour reserves the right to make changes to the service which are necessary to comply with any applicable laws or safety requirements, and we will notify the Client if the changes are made before the date of the event.

4.8 Delivery and set-up costs shall be calculated based on mileage and time taken

CLIENT’S OBLIGATIONS

The Client shall work closely with Florals of Splendour and cooperate in all matters relating to the Service. The Clients shall provide, in a timely manner, any accurate data and information in all material aspects that may be required for the provision of the Service.

RETURNS & CANCELLATIONS – ONLINE SHOP PRODUCTS

5.1 Items purchased via our online store can be returned within 14 days of receipt of the item for a full refund of the cost of the item, excluding delivery costs. Please note that refunds will only be given where items are returned in their original unused condition, intact and in suitable packaging. All parcels should be returned by special delivery and shall be at the Buyer’s risk until the item has been signed as received by us. No refunds will be given for items made to order, items returned after 14 days, or items lost/stolen in transit.

5.2 If you wish to cancel your order from our online shop, you must advise us by email as soon as reasonably possible. Subscriptions and other online products will have cancellation charges or will be less than your payment for admin works done for the order. Orders placed via our online shop shall be refunded with a minimum of 10% off of the paid amount if the order is cancelled. Custom/bespoke or personalised orders, unless they arrive damaged or defective, we do not accept returns. However, if you wish to cancel your order before dispatch or installation, the same conditions of 5.3 apply. All parcels are sent back at your own risk and at your own cost. We would advise using special delivery as this parcel is not our responsibility until we sign for it. This does not affect your statutory rights.

RETURNS & CANCELLATIONS – PRODUCTS AND SERVICES

5.3 As per term 2.2, we must receive full payment at least 28 days before the wedding or event unless an alternative date has been specified on your invoice. If you cancel your booking after we have received payment from you, the following will apply:

• 6 months or more before the wedding/event date: your deposit payment (first instalment or 25-35% payment – as stipulated on your invoice) is retained, no further payment is required

• 3 months to up to 6 months before the wedding/event date: 50% of payment is retained, and 50% of the final amount is payable

• Up to 3 months to wedding/event date: the full amount is payable

5.4 Further to term 2.2, should you wish to postpone your wedding or event to a later date then any payments made shall be transferred to your new booking, subject to date availability. The remainder outstanding is to be paid as agreed on your original invoice, no later than 28 days before your new date. If your new date is not available then your request to postpone shall be treated as a cancellation in accordance with term 5.3.  

PRIVACY

6.1 We recognise how important it is to keep your personal information safe and secure. We have a dedicated Privacy and Cookie Policy that explains what personal information we collect.

6.2 Please note that when you agree to these website terms, you shall be deemed to have understood and agreed to our Privacy and Cookie Policy in its entirety.

WORKSHOPS/TRAINING

7.1 All payments made for a workshop or training are non-refundable as items would need to be purchased for each person attending. In the unlikely event that we are unable to hold the workshop on the date specified, we would arrange an alternative date and time to hold the event.

HIRE

8.1 At all times during your event the hired items remain our property. Unless expressly agreed, all items are for indoor and outdoor hire and depend on you and Florals of Splendour’s agreed floral arrangements.

8.2 By accepting these terms and conditions, you agree that you are always solely responsible for the hire items throughout your hire, from acceptance or pick up of the items until you return the items, or they are accepted back by us.

8.3 Unless specifically arranged at the time of booking, all standard hires are based on a total of three days. Extended hire will be charged at 50% of the hire value for each additional day past the above three days and can be arranged upon booking.

8.4 It is important that all hired items are returned on time as the items may be required for another hire booking. If any items are not returned in the agreed time and we have not arranged with you, you will be charged 50% of the three-day hire value for each additional day the items are away from us. If items are not returned in the agreed time and this impacts another booking, you will be liable for the full value of the second booking, including any delivery charges applicable. If items fail to be returned after an extended period (deemed so at our discretion), you will be liable for the full replacement value of the item. The cost of returning the items is to be paid by you and is not included in the hire cost. Items must be returned by signed service.

8.5 Upon pick up / delivery items shall be checked and you will be required to sign a delivery / pick up statement agreeing that the items are in good condition and are as advertised. No complaint on the condition or quality of the items will be valid at a later stage if concerns have not been raised, or if an inspection has not occurred before signing this statement. You may not request a reduction/refund on payment based on the quality or condition of our items if this statement has been signed.

8.6 If an item you have booked is damaged or lost prior to your hire taking place you will be informed, and every effort will be made to replace the item like for like. If this is not possible or if this is unsatisfactory, you will be entitled to a refund for that item only. No further compensation will be due.

8.7 In the event that hired items are not returned in satisfactory condition or are damaged or have missing pieces, you will be liable for the cost of replacement of the item.

8.8 We are not responsible for any injury or damage to animals, property, persons, or objects arising from the use of any equipment under hire. We shall not be liable for any direct, indirect, or consequential loss, damage or additional costs that may arise as a result of the use of our hire items.

8.9 As we are unable to offer the hired items to another client for the duration of your hire period it is necessary to include a cancellation fee depending upon when the cancellation of the hired items occurs. This will be a percentage of the total paid at the cancellation date.

• 6 months or more before your event date: 25-35% of the total hire cost is payable (as stipulated on your invoice)

• 12 weeks to 6 months before your event date: 50% of the total hire cost is payable

• Up to 12 weeks before your event date: 100% of your total hire cost is payable

8.10 In the event of extreme weather or road conditions that result in us being unable to safely deliver or collect the hire goods, we reserve the right to alter the arrangements for delivery or collection and shall not be liable for any losses or costs to you that may arise as a result.

8.11 We reserve the right to cancel in extreme circumstances that make your hire unviable for us, up to and including the day of your hire. We are the ruling party in deciding if the hire is unviable and we will not be liable for any compensation or additional costs you may incur as a result of our cancellation; however, a full refund will be issued.

DISCLAIMER – ILL HEALTH, ACTS OF GOD OR ADVERSE WEATHER CONDITIONS 

9.1 Whilst we agree to use our reasonable endeavours to ensure that our Service is fully operational and error-free we cannot guarantee this. Acts of God, sudden ill health, pandemics, epidemics, government-controlled restrictions, and adverse weather conditions may affect our ability to deliver our product or service.

9.2 However, in cases of adverse weather we will remain in contact with you in the lead-up to the event. We have contingency plans for such occasions of sudden ill health. If Florals of Splendour is unable to personally complete or deliver your event, then we will endeavour for it to be completed by a member of our experienced freelance team or outsourced accordingly. Ultimately, we can accept no responsibility or Acts of God, sudden ill health, pandemic, epidemic, government-controlled restrictions and or adverse weather conditions and if we are prevented from providing the service or product as agreed, then we shall retain the 20% deposit and 30%-part payment and refund the remaining amount paid.

MISCELLANEOUS

10.1 All images, photographs, pictures, and text used on any website owned by Florals of Splendour are subject to copyright law and owned in full. Any unauthorized copying, printing, or duplicating will constitute an infringement of copyright.

10.2 The majority of our items are handcrafted, and slight variations may occur.

10.3 All efforts have been made to represent our items accurately in our photographs, however, sometimes there may be slight discrepancies with colour due to different monitors showing different saturation and photographs being taken in different lighting and we cannot be held accountable for this. Every care is taken to provide the items as you expect them. If you are uncertain about the colour, please contact us to arrange for the purchase of a sample.

10.4 Please note, that some items contain small parts and can cause a choking hazard, and children of all ages should always be supervised, we cannot be held responsible for any accidents that may occur where children are not properly supervised.

10.5 Any typographical, clerical, or other error or omission in any sales literature, quotation, price list, acceptance of offer, invoice or other documentation or information issued by us shall be subject to correction without any liability on our part of us.

10.6 If any details on your invoice or booking form are incorrect then please let us know immediately via email so that they can be rectified. We will not be held responsible for any duties that are not carried out due to incorrect information on the invoice or booking form.

10.7 We reserve the right to supplement and amend our Terms and Conditions from time to time and shall inform you accordingly. If you do not sign and return a copy of these Terms and Conditions; by the act of making payment in part or full, you are proceeding with the booking and entering a contract and therefore agree to these Terms and Conditions.

10.8 Additionally, we reserve the right to suspend, restrict or terminate our products or services for any reason at any time.

10.9 Except as expressly provided in this Agreement, no variation of this Agreement shall be effective unless it is in writing and signed by the parties (or their authorized representatives).

10.10 Our liability in respect of any loss of goodwill, loss of business, loss of profits, loss of anticipated savings, loss of use or any other consequential, special, or indirect loss or damage will be NIL.

10.11 We reserve the right to increase our prices or to make changes to the goods or the services offered, in the event you request changes to the Assignment, or in circumstances beyond its control. Any changes will be set out in writing and agreed upon.

Our Staffing

1. Staff are not responsible for anything that involves collecting money or monetary gifts. 

2. Staff WILL NOT under any circumstances move, lift, or carry any wedding cakes/ birthday cakes or other celebration cakes. This activity is not covered by our insurance and is completely out of our remit.

3. Staff will continuously clear plates, cutlery, drinks etc. off tables and other designated areas whilst on a shift, working at an event if requested as part of the Client’s paid service.

4. Staff will not tolerate any verbal or physical aggression by any person/s present at an event, at any point during an event, staff who are subjected to any type of threatening behaviour, aggression or violence, the site manager/ team leader or staff supervisor may (at his/her discretion) make a decision to stop working and leave the premises in order to ensure staff safety. They hold the right to leave an event at any stage or time if they feel threatened or hindered/ unable to complete their job role safely or effectively 

5. ·Staff will always go above and beyond to ensure clients and guests are kept happy; they will assist with setting up, interact with guests and breaking down, as requested as part of the Client’s paid service. 

6. The total number of staff you book with us will always include a Site Manager, Team Leader or Supervisor as they will always act as an active member of the hospitality team. 

7. The minimum number of hours our staff can be booked for is 3 HOURS . In addition to the above, all bookings that either start or end after 11pm are deemed unsociable hours and require a payment of £120 unsociable hours fee on top of your booking. This fee has been put in place in order to ensure that our staff can access Uber cars or taxis and can overcome any additional challenges that may arise whilst travelling home at late hours of the night/early mornings