Terms and Conditions

1. WHO ARE TAMS FLOWER STUDIO?

TAMS FLOWER STUDIO is the trading name of tamsflowerstudio.co.uk.  TAMS FLOWER STUDIO on-line company number is 14372202 and registered address is Stratford, London E12 6DQ. Trading address is also Ilford, London E12 6DQ. Our tamsflowerstudio.co.uk website is operated by Florist Window. 

By placing an order with TAMS FLOWER STUDIO, either directly BY yourself on our www.tamsflowerstudio.co.uk website (“the website”) or through one of our customer service team assistants over the telephone, you are agreeing to the following Terms and Conditions (T&Cs).

 

Please note, if you have agreed to our Business Terms, you have additionally agreed to our Business Terms and Conditions (T&Cs).

 

2. CHANGES TO YOUR ORDER

To request amendments or cancellation of your order, please call us on 020 8087 4039 or email  Customer Service at tamsflowerstudio@gmail.com. Please note that any changes to your order (delivery address, gift message, additional items) must be made by 9am the day before delivery, or by 9am on Saturday for Monday delivery to ensure that we have time to amend the order prior to dispatch. Although we will endeavour to make amendment requests that we receive after these times, we cannot guarantee we shall be able to make the changes. Orders placed or cancelled after our normal trading times (9 to 5) Mon to Saturday, or on Sundays or Bank Holidays will be treated as having been received on the following working day. Any orders placed for next day delivery after normal trading times at 5pm cannot be amended as the processing stage will have commenced. Please also see sections 17, 18 and 19 below with specific policies regarding changes to Valentine's Day, Mother's Day and orders over the Christmas period.

Please note that, once your order is in ‘processing’, cancellation of your order is possible only in exceptional circumstances and is entirely at our discretion.

 

3. DELIVERY ADDRESSES

We will endeavour to ensure that your order is delivered to the recipient's address you provide. However, there may be times when this is not possible due to problems with the address information that our customers provide or due to problems our drivers encounter when attempting to deliver the order. It is therefore very important that you ensure that the recipient address you provide is accurate, especially the postcode, and that you give additional instructions to assist our drivers to locate difficult-to-find addresses. It is also very important that you keep us informed if you find that the recipient's address or availability changes prior to the order being delivered and inform us immediately. 

 

Deliveries cannot be made to PO Boxes/FREEPOST addresses or to the Terminals at Airports.

 

On completion of you placing your order an email will be sent that contains all the key information pertaining to your order. It is very important that you check this email to ensure no errors have been made. If an incorrect address has been provided and the flowers have been dispatched for delivery before the error is highlighted, unfortunately, you will not be automatically entitled to a fresh bouquet being resent. In the event the flowers are irretrievable, we may arrange for another bouquet to be sent out, subject to the details of the specific situation that will be entirely at our discretion.

 

If you are unsure of the recipient's address, we recommend using one of the following address lookup and validation websites:

https://www.royalmail.com/find-a-postcode

https://www.192.com/people/address-finder/

 

A. DELIVERIES TO HOSPITALS

Deliveries will be to business departments within the hospital as wards do not accept flowers.  Please ensure that you provide the correct hospital name, department name, floor location, recipient name, supervisor or manager name of the department and direct telephone or extension number as this information can help to result in the floral arrangement being delivered on time.

 

B. DELIVERIES FOR FUNERAL TRIBULTES TO FUNERAL DIRECTORS

When Funeral tributes are ordered, we recommend that they be sent at least 1 day before the funeral to ensure that any delays do not prevent them getting to the funeral in good time. For Funeral tributes being sent to a Funeral Home, it is essential that the name of the deceased and the Funeral Home are both included. If they are not, the Funeral Director may not accept the flowers. If flowers are not accepted, we will not be able to refund the cost of the Funeral Tribute. Please note that we are not able to contact the Funeral Directors on your behalf to ascertain the times of the Funeral Service.

 

C. RECEIPT OF DELIVERIES

Flowers sent to business addresses will be delivered to a main Reception area where the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as Proof of Delivery to your chosen recipient, a photograph of the arrangement will also be taken for our records.

 

D. FAILURE TO DELIVER

Delivery and the recipient receiving flowers is often time-critical, if we are unable to deliver your order to the recipient's address, we will attempt to leave in a secure place on the recipient's property or with a neighbour, if this has been indicated on the order. If this is not acceptable, please ensure that you tell us when you place your order. A card will be left at the provided address informing that delivery has been attempted or the whereabouts of the arrangement.If we are unable to deliver the order, we will attempt to contact you via telephone or email as soon as we know of the failed delivery. For this reason, it is very important that you provide up to date contact information. It is also very helpful if you provide us with the telephone number of the recipient as this often makes it easier to resolve delivery problems when the recipient is not at home at the time of delivery. However, it is not always possible for us to alert either the recipient or the customer by telephone of our failure to deliver.

 

In the event that we are unable to deliver the order to a recipient's address that you have provided, we may attempt delivery again either that same day or the following day.  At our discretion, we may refund the delivery charge associated with the failed delivery. We are not responsible for any other costs incurred by the customer due to failed deliveries.

 

For deliveries made by our distribution partners, their policy is to leave a card if no one is in. They may attempt redelivery later in the day but do not guarantee that they will. If they do not attempt redelivery on the same day, they will attempt redelivery the next day. We are able to track their progress using our system, and as soon as they have marked it as delivered, we will send a confirmation email. If there are issues with the delivery, we should be alerted by the system and will attempt to pro-actively deal with the issues. It is not always possible to contact drivers due to health and safety considerations relating to driving and talking on the telephone, so please be patient.

 

Except for Business deliveries signatures are not required on delivery. It is therefore very important that you let us know if you are happy for the driver to leave your parcel on the porch or with a neighbour etc. However, it is not always possible or advisable to follow the instructions and the decision is left to the discretion of the driver.

 

 

E. TIMING OF STANDARD ALL DAY DELIVERIES

We undertake to deliver between 8am and 6pm however if circumstances prevent the floral arrangement from being delivered between these times we will still deliver the flowers but at a different time. Similar to Clause 7 below, when buying flowers from TAMS FLOWER STUDIO you are entering into a contract that guarantees delivery between those times.

 

F. TIMING OF STANDARD ALL DAY DELIVERIES DURING PEAK PERIODS

During extremely busy periods, such as Valentine's Day and Mother's Day, we reserve the right to extend our standard delivery window to delivery from 7am to 9pm in order to guarantee that all orders will be delivered on the day requested. However if circumstances prevent the floral arrangement from being delivered between these times we will still deliver the flowers but at a different time. Similar to Clause 7 below, when buying flowers from TAMS FLOWER STUDIO you are entering into a contract that guarantees delivery between those times.

 

G. DELIVERY INSTRUCTIONS

At Checkout on our website we ask for your delivery instructions. This information is for our drivers and couriers and is to express your wishes for us to follow if the recipient is either out or unable to answer the door when we attempt delivery. We will do our best to follow your instructions but this is not always possible e.g. if you have asked us to leave the flowers with a neighbour but there is no response at that premises, we may either leave it somewhere secure around the property or if this is not suitable, return the flowers to our base and reattempt the following working day. If we follow the delivery instructions and the item is subsequently stolen, the loss is the responsibility of the customer; it is, however, possible that we may not follow the delivery instructions if we believe there is a great chance of the order being stolen. If the delivery address is a business address, we need to have the company name, department, floor location, recipient name, supervisor or manager name of department and direct telephone or extension number as this information can help to result in the floral arrangement being delivered on time.

 

Putting a phone number in the delivery instructions box does not mean we guarantee to contact the recipient to agree a delivery time as this is not possible for us to do and, when the order is being delivered by our distribution partners, although we will ask you for a phone number for the recipient it is for our use and not the courier's as they do not offer that option as part of their service.

 

H. FORCE MAJEURE

Neither we, nor any courier service that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control; these circumstances to include but not be limited to any adverse weather conditions - such as snow, flood, extreme winds - or fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or from any industrial dispute or strike.

 

I. DELIVERIES TO MULTIPLE ADDRESSES OR RECIPIENTS, OR MULTIPLE ORDERS TO THE SAME RECIPIENT WITH DIFFERING MESSAGES

If you would like to have orders sent to separate addresses, or several bouquets to the same address with either different recipients or different messages, please complete a separate order for each address or recipient or message. If applicable, a separate delivery charge will be made for each order.

 

J. STANDARD DELIVERY

Our Standard Delivery is offered Monday to Friday inclusive between 8am and 6pm; we do not deliver on Bank Holidays. Saturday deliveries and morning deliveries incur an extra charge.

 

4. AVAILABILITY AND SUBSTITUTION FLOWERS

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 when time allows, we will try to contact you via email. If we read the message and believe that the flower variety is key but the delivery is not time critical, we may move the delivery back a day to await the delivery of fresh flowers. If you wish to discuss the substitution we have made, please contact our Customer Services at tamsflowerstudio@gmail.com or telephone 020 8087 4039. 

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 our decision re substitution or delivery date move.

 

5. OTHER PRODUCTS

We offer additional high quality products relevant to the gifting market (vases, chocolates, balloons and soft toys). We are not typically able to source these from our partner florists so these products are only available for sending with our own products (either with our own drivers or our courier partner). If you attempt to buy products with a delivery option where we cannot deliver our own flowers, the undeliverable products will be removed from your basket. All our products can be sent next day for orders placed up to 5pm.

 

Very occasionally, we can be out of stock on a product that is still live on the website, though typically all the products on our site are in stock. If we are out of stock of one of our products and you try to purchase it, we will try to contact you to discuss either removing the product from your basket and refund you the cost, or substituting another product in the out of stock product's place. If we are unable to contact you, we reserve the right to make the decision on your behalf (remove or substitute), on the basis of the situation as we see it (as per our policy set out in 3.1 above).

As we are a florist we only offer chocolates, balloons and toys as an additional service to our customers.  

There may be times when certain products are offered with a free item (i.e. a free vase with a bouquet of flowers). These items are subject to availability and so, should an occasion arise when we have run out of stock for an order, we reserve the right to offer an alternative at our discretion, or offer no replacement.

 

6. 100% SATISFACTION GUARANTEE/DAMAGED FLOWERS AND REFUNDS

Although a photograph will be taken of the arrangement at delivery, on very rare occasions, flowers arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue. If the recipient receives damaged 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 (% refund depends on the specific circumstances of the issue).

 

Typically we will not offer both a refund and a resend. Where flowers have been damaged we will normally ask for them to be returned or for photographs clearly showing the problem so we can use them to determine what is going wrong with our system, and to claim compensation if possible from our courier (as appropriate). It is important that we are contacted as soon as possible regarding issues. We need to be informed of any issues within 3 days of the delivery to give us the best chance of successfully resolving the issue. We will, at our discretion consider issues raised after the 3 day deadline but reserve the right to refuse the options of refunding or resending the order.

 

In the event that a small item, such as a balloon or vase, should arrive damaged or be missing (except for free items that are out of stock), we shall be unable to resend that item but would be happy to refund its value.

 

If we believe that there has been an abuse of our 100% Satisfaction Guarantee/Damaged flowers policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to resend flowers and to refuse to take orders from customers. If we make such a decision, we will inform the customer of our decision in writing, via email or over the telephone. It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.

 

7. SMALL ERRORS WITH ORDERS

From time to time, there are small human errors made (for instance, very occasionally a message card goes astray or a flower is forgotten). In such circumstances, we will do our best to make the situation right for the customer. If the customer believes that the delivered bouquet is substantially different from that described we reserve the right to request a photograph of the bouquet so we can judge the situation. We may, at our discretion, offer a partial refund or a discount on a future order, but do not guarantee that we will do so. We believe in being fair and this is the spirit in which we will approach such situations. We would not, for instance, give a 100% refund if a message card did not arrive, as the customer has received significant value in terms of the flowers nor would we give a full refund if some stems were missing, damaged or substituted; we would make what, would be considered by a reasonable person, to be an appropriate compensation. 

 

8. SHELF-LIFE OF FLOWERS

Our flowers are incredibly fresh, as they are purchased daily from our flower wholesalers or from auctions in Holland, which are transported direct to us and stored in perfect conditions prior to our daily deliveries. As a perishable product they will normally last at least five days and most probably even longer, in the vase, although this varies by variety. It is important that the flowers are cared for correctly and instructions on the Care Card are followed,  Positioning floral arrangements or plants by direct heat sources or draughts, failing to change the water and allowing dead leaves to collect on or below the water line or too near to fruit will kill them very quickly. We include instructions and flower food with all our cut flowers arrangements. If we are informed that our flowers have died very quickly, we may, at our sole discretion, choose to resend another bouquet if we believe that there was a genuine issue with the flowers. If flowers have not been properly cared for, we will not resend the flowers.

 

In some circumstances, our flowers are so fresh that they are not even fully open when they arrive. This can be confused with poor quality flowers but, in fact, this shows how fresh our flowers are. The flowers will open quickly once they are at room temperature and will give pleasure for many days to come if cared for properly.

 

 

9. FRAUDULENT BEHAVIOUR

10. If we believe that an order may be fraudulent in nature, for whatever reason, we reserve the right to cancel the order and refund the funds. We are under no obligation to reveal why we believe the order to be fraudulent. We will co-operate with the police regarding any criminal investigations. We reserve the right to refuse to serve customers, block their IP address from accessing our website and any other blocking or fraud prevention measures we feel may be necessary to implement from time-totime Duplicate ORDERS

If we notice that two identical bouquets have been ordered, we may remove one, refunding the cost, if we believe it to have been ordered by mistake. In such circumstances we will attempt to contact the customer but if it is urgent and they cannot be reached, we may make the decision ourselves. You consent to our having the freedom to make this decision when you purchase through our website.

 

11. ABUSIVE BEHAVIOUR

We will not tolerate abusive behaviour in any way, shape or form. Whilst we endeavour to do our very best, mistakes sometimes occur. Purchasing from TAMS FLOWER STUDIO does not entitle individuals to treat our staff abusively. If anyone is abusive to our staff, we will terminate any dialogue. We will not resume dialogue unless it is in a non abusive fashion and with the level of respect to which every human being, on either end of the telephone, has a right. We reserve the right not to deal with returning customers who have previously been abusive or offensive. We may block their account or take any other measures we wish to prevent them using our services in future.

 

12. SPECIAL OFFERS AND PROMOTIONAL CODES

From time to time, we may offer promotional codes or 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. A Special Offer or promotional code cannot be used in conjunction with any other special offer or promotional code.

 

Promotional codes can only be used for mainland UK delivery only unless expressly stated otherwise. In the event that a customer has made a purchase and the price of a product falls or is discounted due to a special offer or promotional code, the price of the product at the time of purchase shall 'prevail'. We are unable to offer special offer discounts or apply promotional codes for purchases that have already been made.

 

As our Special Offers are often made available due to 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 personalised special offers and promotions which will only be redeemable by the customer in receipt of the special offer.

As mentioned above, there may be times when certain products are offered with a free item (i.e. a free vase with a bouquet of flowers). These items are subject to availability and so, should an occasion arise when they are omitted from an order, we reserve the right to offer an alternative at our discretion, or offer no replacement.

 

13. 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. If you do not put your name into the message card field, we will not share your identity with the recipient, even if they ask us for it. If they request it, we will email or call you to let you know that they are enquiring.

 

Please remember that we value your privacy and will never lease, rent or sell your private information. TAMS FLOWER STUDIO is registered under the Data Protection Act 1998.

Please note that all calls to our Customer Service lines are recorded. This is both for your security and ours and the recordings will only be accessed in exceptional circumstances.

 

14. UNFORESEEN TECHNICAL ISSUES WITH THE WEBSITE AND/OR OUR SYSTEMS

It is conceivable that errors may occur with our systems from time to time, due to unforeseen circumstances. For instance, our 3rd party hosting partner may lose access to the internet, causing our site to go off-line or, if there is a problem with our server's internal clock, orders could theoretically be accepted by our system despite a cut off time having passed. These two examples are just that - examples and do not cover all the technical things that could theoretically go wrong (with our or any on-line business). We take every precaution we can to ensure that our systems run smoothly and problems are very rare. When they do occur, we will do our best to provide the service requested within the timing originally requested. However, in certain circumstances, it will not be possible for us to fulfil the order to the original time-line. In the latter situation, we will ask the customer what they would prefer; for us to amend the timing of the order, or to refund the order in full. You cannot hold us responsible for any damages or compensation if your order cannot be fulfilled for this reason (or any other). If any product is ordered that we are not able to deliver because of technical issues we will try to contact you to find a solution. If we are unable to contact you, we reserve the right to make the decision to cancel and refund on your behalf on the basis of the situation as we see it (as per our policy set out in 4.1 above).

 

15. CUT OFF TIMES

Our cut off times for deliveries are as stated above. However, these cut off times are guidelines only and, whilst we keep to those times 99% of the time, from time to time we may move the cut off times forward or back, to respond to business situations that may arise. If you wish to order flowers for same day or next day delivery, you are urged to get your order in early, to make sure you get it in before the cut off time passes.

 

16. DELIVERIES ON WEEKENDS AND PUBLIC HOLIDAYS

We deliver Monday to Saturdays only and not on Bank Holidays. On occasion, we can make special arrangements for Sunday and Bank Holiday delivery, however we do so at our discretion and is not guaranteed. Please contact us if you would like to request a public holiday delivery and we will see if it is possible.

 

17. CHANGES TO ORDERS PLACED FOR DELIVERY OVER THE VALENTINE'S DAY PERIOD

During this exceptionally busy period, if you wish to change any detail of your order, please call us on 020 8087 4039 or email Customer Service at tamsflowerstudio@gmail.com. Please note that any changes to your order (delivery address, gift message, additional items) must be made by 2pm GMT on 10th February to ensure that we have time to amend the order prior to dispatch. Although we will endeavour to make amendment requests that we receive after 2pm on 10th February, we cannot guarantee we shall be able to make the changes.

 

18. CHANGES TO ORDERS PLACED FOR DELIVERY OVER THE MOTHER'S DAY PERIOD

Should you wish to change any detail of your order over this busy period, we are only able to amend orders if you give us sufficient time. For orders to be delivered during the Mother's Day week we need to be informed of any changes as early as possible - at least 3 full working days prior to delivery. After this time, although we shall endeavour to make any amendment requests we receive, we cannot guarantee we shall be able to do so. Please call us on 020 8087 4039 or email Customer Service at tamsflowerstudio@gmail.com.

 

19. CHANGES TO ORDERS PLACED FOR DELIVERY OVER THE CHRISTMAS PERIOD

Should you wish to change any detail of your order over this busy period, we are only able to amend orders if you give us sufficient time. After 16 December we cannot guarantee to be able to change any order details although we shall do our best to help.

 

20. USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS PROVIDED BY CUSTOMERS

You agree that any material, information or ideas that you transmit to this site is, and will remain, the property of TAMS FLOWER STUDIO.

 

Furthermore, you accept that you are prohibited from posting or transmitting to or from this site any unlawful, threatening, libellous, defamatory, inflammatory, pornographic or profane material that could give rise to any civil or criminal liability under law. You are solely responsible for the content of any comments you make.

 

21. COPYRIGHT AND TRADEMARKS

TAMS FLOWER STUDIO logo is a registered trademark and all wording and imagery on all TAMS FLOWER STUDIO sites are copyrighted. You may not copy, modify or distribute all or part of any of TAMS FLOWER STUDIO on-line copyrighted works or trademarks, or other content from any TAMS FLOWER STUDIO on-line site, without TAMS FLOWER STUDIO LIMITED express consent.

 

 

Thank you for visiting our TAMS FLOWER STUDIO website.  It is our  intention to provide a pleasant experience to all of our customers at all times