Terms and conditions

1 Placing an Order

When you place an order with glasgowfruitmarket.co.uk , either by telephone or via the website ,you are deemed to have read and understood the following terms and conditions.

1.1 Cancelling your order

Orders can be cancelled 24hr prior to the specified delivery date by emailing info@glasgowfruitmarket.co.uk, stating your order number and reason for cancelling. Please note, once orders have been despatched we cannot cancel it due to the perishable nature of the product. We cannot cancel orders during peak events which can be processed four days prior to despatch. Once we have received your cancellation request we will confirm this cancellation via email.

1.2 Changes to orders

We can make a change to an order with reasonable notice and before dispatch; once an order has been dispatched we cannot amend the order. For all changes please call the customer service team 0141 552 1111or email your request stating your order number clearly. For all other products, they may be returned and refunded if they are returned within 30 days from day of receipt. All refunds will be made within 14 days of receiving the returned item. Refunds are processed within 3 to 4 working days.

1.3 Alcoholic gifts

Under the Licensing Act of 1964 (UK) and 1976 (Scotland) it is an offence for any person under 18 years to buy, or attempt to buy, alcoholic liquor. It is an offence under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland) for any person under 18 to buy, or attempt to buy, intoxicating liquor. It is an offence under Licensing (Northern Ireland) Order 1990 for any person under 18 to buy, or attempt to buy, intoxicating liquor.

All Alcoholic gifts are distributed to permitted areas of the United Kingdom via a licensed third party. For all licensing and supplier information please contact our customer service centre on 01415521111 Lines are charged at your standard network rate.

2 Refunds

Due to the perishable nature of all flower deliveries any complaints and refunds will be dealt with on a case by case basis. This does not affect your statutory rights.

2.1

Please note flowers and perishable goods may only be returned/replaced/refunded if the complaint is made within 48 hours of receipt, this may be made by telephone or email. If the order received was not what you ordered or is damaged, defective, or the delivery is of an incorrect quantity you must notify us within 48.

2.1.1

If flowers are disposed without photographic evidence any remedy will be discretionary.

2.1.2

It is the senders responsibility to inform the recipient of the delivery of a gift item; if perishables are left in a safe place at the discretion with the courier we are not liable thereafter for the safe receipt of the goods. We will endeavour to redeliver if goods are returned. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own; we are regrettably unable to offer a refund. Any remedy will be discretionary.

2.1.3

If we cannot make contact with the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non-delivery if we have tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary. This does not affect your statutory rights.

2.1.4

glasgowfruitmarket.co.uk are not responsible for any order where the recipient refuses to accept the item. glasgowfruitmarket.co.uk will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item.

2.1.5

For items that are returned within the statutory cooling off period the consumer will bear the costs for the return of that item. If and delivered goods are damaged/defective and we require the item back we will bear all delivery/collection costs. This does not affect your statutory rights.

2.1.6

We will be able to make a deduction refund for any diminution in value of the returned goods due to handling which goes beyond the sort of handling that might be reasonably allowed in a shop.

2.2 Vouchers

Any voucher issued by glasgowfruitmarket.co.uk will bear no monetary value and may be subject to change. Vouchers may be revoked or altered at any time at the company’s discretion. For the use of vouchers only, there is a minimum order value of £20.00. Vouchers used for purchases below this value will not be accepted and no sum will be deducted. There is a limit of 1 voucher redemption per order. Vouchers may only be redeemed on the web at the checkout stage and cannot be redeemed over the telephone. Some vouchers will have an expiration date. Check the voucher issue for further details as expired vouchers may not be honoured.

Small Errors

In the event of small errors in the order such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order. We believe in being fair and reasonable in circumstances like this and a customer care team member will always request to call the recipient to apologise & read out the message. These rare errors do happen as the florists are only human. We may also offer a voucher as a further form of an apology to the customer.

Deliveries

4.1

We cannot guarantee a delivery date as delivery is executed via a third party, but will endeavour to deliver on your desired date as all Orders , except for hand delivered products, are dispatched the day before the intended delivery day using a 24 hour delivery service the day before your chosen date. Delivery days are 6 days a week with except for Bank holidays. Any orders made for delivery on a bank holiday may be delivered the next working day unless otherwise stated. Next day flower deliveries are delivered via Royal Mail, DPD and DX. Hamper and larger gift deliveries may take an extra working day in transit.

4.1.1

By making a purchase from glasgowfruitmarket.co.uk, you are not entering into any contract that guarantees a specific time between times stated. At peak times we reserve the right to extend delivery times. During peak periods, if we miss the specified delivery date but still deliver the order you will not be entitled to a full refund. Any remedy will be discretionary. This does not affect your statutory right.

4.2

We will always attempt to deliver your order to the address that was entered on the order page. It is vital that a complete address in provided such as a flat number, post code, unit, room number, street address and town. For hard to reach areas please contact customer services and provide us with additional information. We cannot deliver to PO boxes, army bases or airport terminals.

4.2.2

Cut of times for deliveries are 11.30pm Sunday to Friday, For same day express delivery, the cut off is 3pm , Orders placed after this time may not be sent out for next day or same day delivery but will be rescheduled for the next working day. For cancellation, please refer back to 1.1.

4.2.3

Please note that in some circumstances courier delivered products to Scotland, Islands and harder reach areas may take an additional working day in transit.

4.3

After you have placed your order you will receive an email confirming the order details in full. It is important that you check that these details are correct as amendments may not be accepted after this time. We advise that you check your junk box for emails in case our mail appears there. If you do not receive this email you should contact customer services.

4.4

We are not liable for delivery failure where incomplete or incorrect shipping has been provided, this includes incorrect post codes. The onus is on the customer to check that the information is correct.

4.5 Hospital and Funeral Deliveries

When placing an order for a patient or member of staff at a hospital, it is important to check prior to purchase that the hospital will accept florist and produce deliveries. It is important to provide us with an up to date ward number for a particular patient as not all hospitals permit florist deliveries. We are not liable for instances where a delivery is refused for a hospital order. Any remedy sought will be discretionary. For funeral deliveries we must receive the order at least 24 hours prior. If the order is to be delivered at the funeral directors, the name of the deceased must be provided along with the time and date for the funeral

4.5.1 Confirmation of Delivery

If Goods are signed for, either at a house, hospital, hotel or reception, this will be proof that the order has been delivered successfully to your recipient.

Customer Care

Our dedicated customer service team aim to provide you with the best possible customer experience. They aim to deal with all enquiries quickly and efficiently. Office hours are 6.00am to 3:00pm Monday to Friday . Office hours extend at peak periods.

5.1 Equal Treatment

Our customer service team will treat all customers with respect and they deserve to receive the same. Any email/telephone call received which may be considered offensive or abusive will not receive a reply and we may refer it to the appropriate authorities. We reserve the right to cancel a customer account if we consider the customer is behaving in an inappropriate way. If a member of staff feels threatened or abused, the conversation will be terminated. Help us to help you!

100% Satisfaction Guarantee

Doing all we can to ensure you a great service . From time to time things can go wrong and mistakes can happen which is saddening to us and we take it personally if our service hasn’t been anything but plain sailing. We are human after all but we really do try our best to get it right the first time, every time.

6.1

If you are not 100% happy with your buying experience with us please get in touch and let us know, we really do appreciate feedback and are always striving to better our service. You can get in touch calling 01415521111 or via email and one of our customer service team will be very happy to assist you. Whatever the problem maybe, we will strive to make you a happy customer again.

6.1.1

Our 100% satisfaction guarantee only covers the aspects of our business that we have direct control over and does not cover the actions of third parties.

6.1.2

Our 100% satisfaction guarantee is not applicable to issues that are not directly under our control for example if a customer enters an incomplete or incorrect delivery address, if a delivery is refused by the recipient or business/Hospital, if multiple delivery attempts are made unsuccessfully, delays in transit, if we are awaiting missing information from the customer i.e. a missing address line or inaccurate delivery information. Please also note, once goods have been despatched, we are unable to change or amend order details.

6.1.3

Our courier delivered goods once are exempt from our 100% satisfaction guarantee as once they are picked up by the courier they are out of our direct control. Refunds and resends are at our own discretion and will all need to be investigated with our courier before any action can be taken due to the sheer volume of parcels the courier deals with. This may take up 7 working days. This does not affect your statutory rights.

6.1.4

In the unfortunate event of a non-delivery on the delivery date you selected please contact our customer service department so that they can review your order.

6.1.5

In the unfortunate event of late-delivery (over 2 working days) of the delivery date you selected, glasgowfruitmarket.co.uk will refund the delivery cost to you. Some areas require an additional working day in transit. Such remote areas include Shetland Islands, The further reaches of Scotland , Deliveries may be early during peak events to ensure delivery of your order.

6.1.6

If your goods has arrived in a poor state we will of course send out a replacement.

6.1.7

If for whatever reason we are unable to fulfil your order we will refund the full amount to you or will redeliver the bouquet at a later date and upgrade it to a greater value free of charge.

6.1.8

All flowers and fresh produce are subject to availability and seasonal availability and are therefore subject to substitution. Orders will be made up with equal or greater value; this applies to our same day range.

6.1.9

Please note that balloons are matched specifically to an occasion. Balloons are subject to availability, colour and design may vary however we will always ensure that a suitable balloon is delivered with the order. All balloons are of equal value. Our displays of occasional balloons are for illustration purposes only and may not be the design you necessarily receive. Our Add-on balloon, RRP £4.99 is a 4.5" inflated air balloon on a stick.

6.1.9.1

Helium Balloons are sold and dispatched separately via Royal Mail. Balloons are subject to availability, colour and design may vary however we will always ensure that a suitable balloon is delivered with the order. All balloons are of equal value except for the ‘add on’ 4.5" balloon that is charged at £4.99. If for whatever reason the specific design ordered is not available, we will endeavour to send a balloon suitable for that occasion.

6.1.11

In the rare instance human error leads to the wrong bouquet or basket size being delivered, we will refund the difference between the size received and the size ordered only; we may award a voucher for future use. Any further award will be discretionary. This does not affect your statutory right.

6.1.12

If human error results in the omission of an 'add on' we will refund the amount paid for the omitted 'add on' item only. Any further remedy will be discretionary.

6.1.13

Please note vases are subject to availability, colour and design. All vases are of equal value. Vases illustrated on glasgowfruitmarket.co.uk may not be the design you necessarily receive.

7.

If for whatever reason we deliver a not suitable for the occasion we will send out the correct bouquet to your recipient.

7.1

We must be notified within 48 hours of any issue with your order. Free items are a guarantee - you must notify us within 48 hours if your item is absent and we will send the free item out at the earliest available time. All compensation for problematic orders will be in the form of a full or partial refund against the original amount. Our office hours are Mon-Fri 9am to 9pm, Sat 9am - 5pm. Correspondence will be handled within this time frame.

8 Fraud

If we believe any order to be fraudulent we reserve the right to cancel and refund that order.

For all ordering queries speak to one of our advisors 01415521111 (Mon to Fri 6am-3pm) or email glasgowfruitmarket.co.uk