Terms of Service

By using our website, https://www.callunaflowers.co.uk/, you agree to the following Terms and Conditions. Please read these carefully before placing an order or using any of our services.

Date edited: September 2024

1. Acceptance of Terms

By accessing or using our website and services, you agree to comply with and accept these Terms and Conditions. If you do not agree to any of these outlines terms of service below, it is recommended that you do not use our services.

2. Order and Payment

Placing an Order: Orders can be placed through our website, by phone, by email, or in person at our shop. When placing an order, you agree to provide accurate and complete information to ensure a smooth transaction and timely delivery.
Payment: All orders must be paid in full at the time of purchase, for Account customers you agree to be billed at the end of the month for the purchase. Prices are displayed in GBP (£), and applicable taxes may be added to the final price.
Order Confirmation: After placing your order via our online store on the website, you will receive an immediate order confirmation email. If you have placed the order in store or over the phone, a receipt will be sent via email or text message at your preference.

3. Delivery & Shipping

Delivery Areas: We offer delivery across London. We do not deliver outside of London unless otherwise specified or in special circumstances where possible at the discretion of the Calluna team. All deliveries are subject to courier availability.
Delivery Times: We strive to fulfil orders promptly, but delivery times may vary depending on the location, time of year, and product availability. Delivery times are also subject to courier availability. We reserve the right to cancel a courier delivery if we do not believe the courier can complete the delivery within business hours. The team will always contact the customer in this event to make them aware of any extreme delays.
Shipping Fees: Delivery charges will be calculated at checkout based on the delivery location and courier availability. Additional charges may apply for same-day or expedited deliveries.
Delivery Issues: If there are any issues with your delivery (e.g, delay, incorrect address, or missing items, damage to your arrangement), please contact us as soon as possible to resolve the issue. We work closely with our delivery service providers to ensure that they are aware on the best methods of handling and ensure that all arrangements are packaged safely for delivery and transport.
Delivery Location Issues: In the event that the delivery has been incorrectly completed based on provided information, the customer will be required to pay a replacement and re-delivery fee. Calluna cannot take any responsibility for any issues that arise that are out of our control.
De-direction of a Delivery: In the event that the recipient is not home and the Calluna team are instructed to leave the arrangement in a “safe place”, the customer accepts that this is at the own risk of the customer. Calluna is not liable for the cost to replace or re-delivery the arrangements.

4. Product Availability & Substitutions

At Calluna, we believe in using flowers that are best in season and of the best quality at the market. We cannot guarantee all flowers requested by the customer, or suggested in original designs on the website or correspondence are available at time of purchase at the market.

Our florists will work to find the best substitutions to ensure that the arrangements still has the same look and feel as the desired arrangement. If we are concerned by the substitute, we will always contact the customer to notify them of the situation and offer reasonable substitutions.

If you have a preference on any possible substitutions, please contact our team on info@callunaflowers.co.uk and we will promptly resolve the matter.

5. Refunds & Returns

Fresh Products: Due to the perishable nature of flowers and plants, we do not accept returns or exchanges on items that have already been delivered, except in cases of damaged or defective products. Flowers and plants are natural goods and therefore, unpredictable and impossible to guarantee the lifespan or exact longevity of the goods. Calluna cannot take responsibility for the duration of time that the flowers ‘last’ in your home, however will do our best to make suitable suggestions based on your preferences.
Damaged Products: If your order arrives damaged or defective, please contact us within 12 hours of delivery with photographic evidence of the damage. We will offer a replacement, refund, or store credit based on the situation after investigating the situation with our team, suppliers and delivery partners.

6. Pricing

Prices: Prices are listed on our website and are subject to change without notice. All prices are in GBP (£). Prices of fresh market flowers do fluctuate based on market availability and demand. In this case, the cost may vary to reflect this change.

7. Intellectual Property

All content on our website, including but not limited to text, images, graphics, logos, and designs, are the property of Calluna or its licensors and are protected by copyright laws. You may not use, reproduce, or distribute any of the content without our express permission.

9. Limitation of Liability

While the Calluna team does our utmost to work with care and consideration, Calluna is not responsible for any damages, losses, or liabilities arising from the use of our website, services or products.

In the event that damage to a customers property is caused handling vases or personal items (eg. at the clients own home or an external venue) by our team, Calluna cannot take responsibility. Our staff are trained to work carefully and with correct work practices, however if you are concerned about damage being caused inside of your home or venue, we always recommend the client to handle their own property at the time of delivery and installation.

If Calluna staff are required to use any vases or items which is your property you must clearly point it out to us and if our staff believe use of that item is risky, inappropriate or causes any risk we will ask you to provide an alternative.

Insurance of your items is your responsibility. Our staff will not use any of your items without specific permission.

10. Changes to Terms and Conditions

We reserve the right to modify these Terms and Conditions at any time.

11. Contact Us

If you have any questions or concerns about our Terms and Conditions, please feel free to contact us at:

Email: info@callunaflowers.co.uk
Phone: 020 7221 2559
Address: 69 Golborne rd. W105NP