Terms and Conditions

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Trading name:Dragonfly Florist

Telephone 0191 5262193

 

Product Information

Our florists will personally create your bouquet/design using the finest and freshest stems. The flowers are hand-picked and hand-crafted for the best possible gift. Our florist may substitute flowers and sundries for a suitable alternative, similar in style, quality and value depending on availability.

 

Disclaimer

Dragonfly Florist delivered flowers is available within our delivery area only. Seasonal availability of certain individual flowers may vary from those illustrated. Products ordered do not include a vase, flower basket or container unless otherwise stated. Any requested delivery time is not guaranteed. Our florists may substitute flowers and sundries for a suitable alternative, similar in style, quality and value depending on availability.

 

Delivery

It is important that you give correct addresses and post codes, if the delivery address is a house name or work place we may need more detailed information to ensure we can deliver.  If it is an area with difficult access we need this information at order stage to ensure we can fulfil the order, please call 0191 5262193 if you are unsure.  If we attempt a delivery and are unable to do so due to the above no refund will be given, you will however be entitled to collect your order

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Your contact number is required in all cases.

Available from Monday to Saturday, from 9am to 6pm

Our Delivery areas are as follows

Hetton-Le-Hole / South Hetton / Houghton-Le-Spring / Easington Murton

Seaham / Sunderland / Peterlee / Rainton

Wedding flowers are widely available and delivered outside this area by arrangement.

 

Timescales for orders

For orders available same day delivery these will be highlighted on product page Order before 1pm (Monday to Friday) and before 10am on Saturday.

For all other standard orders please place order before 4.30pm for next day delivery.

For any funeral tribute, orders must be placed before 10am Monday to Friday 3 days prior to delivery date required.

Once you have submitted your order you will receive a submission email, your confirmation email will follow shortly.

Your design will be beautifully made up and the message card hand written, attached then delivered to your chosen address.  We will always endeavour to send you a text message once this has been done for your peace of mind that the flowers have safely arrived. 

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Payment 

We accept Visa, Visa Electron, MasterCard and American Express through our secure online payment portal or paid over phone, cash can be taken at our workplace Orders must be paid in full before delivery will take place.

Dragonfly Florist is the trading name that will appear on any credit or debit card statements used to purchase orders.

 

Orders and Cancellations

Our Contract
All orders and subscription requests received are an offer to purchase and are subject to acceptance by Dragonfly Florist 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. Acceptance of your offer and completion of the contract between us only takes place when we start to process your order.

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Delivery Dates
As a part of the checkout process on this website, you will be able to select the date for delivery of your first order, whether that delivery is part of a subscription or a one-off order. You will also be able to select the frequency of recurrence (in the case of subscriptions). We will make every effort to satisfy your selection, but this cannot be guaranteed.

Changes to your order
If you wish to alter your order or subscription, please contact the Customer Service Team at info@dragonflyflorist.co.uk. We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including the delivery address and gift card message) no later than 36 business hours prior to your order going out.

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Your cancellation rights
You can cancel single orders not later than 36 business hours prior to the requested delivery date. In those circumstances, a full refund will be given. If a lesser period of notice is given, we will only give a refund if we have not started preparation of your order at the time notice is given. We cannot accept cancellations for Next Day or Same Day orders.

Suspending or cancelling your subscription
If you wish to change your subscription, please contact our Customer Service team at info@dragonflyflorist.co.uk. You can suspend or cancel a subscription at any time by giving no less than 36 hours’ notice before any nominated delivery date within your subscription plan. Provided you have given us the specified notice, the suspension or cancellation will take effect without charge. In such circumstances, if your card has already been billed we will issue a full refund. Where notice is received after that time and we have been unable to make the requested changes, please note you will still receive and be charged for your next delivery (as we will have already started cutting your flowers), but your suspension instruction will only take effect for the number of times you select unless a cancellation request is received.

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Subscription prices
The price for each order within a subscription is the price at the time that a subscription is set up. We reserve the right, at our absolute discretion, to raise our prices at any time for reasons including, but not limited to, price increases from our suppliers and partners. If we raise our prices, we will give our subscribers not less than 7 days’ notice before their next delivery and provide the option to cancel your subscription free of charge. If we receive no contact from you 36 business hours prior to your requested delivery date, we will assume that the changes are accepted by you and your order will proceed as amended.

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Payment Methods
We accept American Express, Visa, MasterCard credit and debit cards. In order to offer the best security, all our payments are processed securely by Square payments.

For all subscriptions, your credit or debit card will be billed at checkout for your first delivery only unless you choose to pre-pay the full subscription total in advance. For subsequent deliveries, you will be billed on a recurring basis every week during which a delivery is scheduled. The amount your card will be billed in any given week will be the value of your order(s) for the given week subject to any changes previously notified to you as above.

If you create an account, your card will be stored securely by Square 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.

 

Delivery charges

Each order you make will include a standard charge stated at checkout and is specific for each delivery area.

Delivery will be made to the address specified by you when you place your order on the website. We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether. We clearly list the available postcodes and areas which we deliver to at checkout.

In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us within 12 business hours of your delivery date.

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1. We take special care to endeavour that deliveries are made within your nominated delivery day and accordingly, it is your responsibility to ensure that an appropriate person is available at the delivery address on your designated delivery day.  You can specify that we attempt to leave the goods with a neighbour or in a safe place. If we are not able to do this the order will be brought back to our warehouse and our Customer Service team will contact you to rearrange the delivery, at an extra charge.

2. Please note that adverse weather conditions or other events outside of our reasonable control may result in the occasional late or cancelled delivery. If that is the case we will endeavour to contact you as soon as we are able to in order to reschedule your delivery date. In any event, our liability to you will be limited to the price of goods not delivered and the cost of delivery.

 

Should we be unable to deliver due to section 1 above, we are entitled to charge you in full for an amount equal to the price of perishable items contained in your order and the cost of delivery.  You will have the option should it be available to rearrange delivery at your cost or the item can be collected from our shop within 24 hours.

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Delivery times

We cannot give a delivery time on orders as standard, you can request a specific time but this may incur an extra charge on the delivery price. (Please contact us for details).

 

Refunds and Returns

We aim please our customers by delivering fresh flowers, in great condition, on the day specified.

Freshness and Damage
Our flower orders will often be sent out in bud form meaning they will last longer with the recipient. Some flowers are potentially an irritant or have poisons we will mention this were applicable. A care card will be included to help you keep your flowers longer. While our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on occasions (and for reasons beyond our control) they may be damaged in transit. If you receive flowers that do not seem fresh or are damaged, please contact our Customer Service team at info@dragonflyflorist.co.uk after delivery of your goods.

We may ask you to photograph the goods as proof of damage or incorrect flowers.

If the flowers do not meet our own high 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 poor quality or damaged flowers within 12 hours of receipt in order to be eligible for a refund or replacement. If we offer you a refund, we will refund you the full amount within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount to your card. This is without prejudice to your statutory rights in respect of damaged, defective or incorrectly supplied goods.

If you have ordered accessories from us and you are not happy about the condition in which they have been delivered to you, please contact our Customer Service team at info@dragonflyflorist.co.uk so that we can help you.

Non Delivery

While we take all appropriate steps to make sure our flowers are delivered, If we fail to deliver your order (i.e. if your flowers have not arrived on their intended delivery date) we will either send you a free replacement on our next available delivery date, or we will refund you the full price of your order 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 on these products. If you wish to return any accessories, you can do so within 14 days of the date on which you place your order and we will refund to you the price you paid for the products along with the standard delivery cost for those products. You will need to pay any costs associated with returning the products.

 

Gift cards

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Redemption

Dragonfly Florist Gift Cards and Gift Vouchers may only be redeemed toward the purchase of eligible products on www.dragonflyflorist.co.uk or in store. Purchases are deducted from the redeemer's Gift Card balance. Any unused Gift Card balance will be placed in the redeemer's Dragonfly.com account. If a purchase exceeds the redeemer's Gift Card balance, the remaining amount must be paid with another payment method. Dragonfly Florist may provide Gift Card purchasers with information about the redemption status of Gift Cards that they purchase.

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Limitations

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Gift Cards, including any unused Gift Card balances, expire one year from the date of issuance. Gift Cards may not be redeemed for the purchase of products at any other website owned and operated by us, our affiliates, or any other person or entity, except as indicated by these terms and conditions. Gift Cards cannot be used to purchase other gift cards. Gift Cards cannot be reloaded, resold, transferred for value or redeemed for cash, except to the extent required by law.

Risk of Loss

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The risk of loss and title for Gift Cards pass to the purchaser upon our electronic transmission of the Gift Card to the purchaser or designated recipient, or our delivery to the carrier, whichever is applicable. We are not responsible if any Gift Card is lost, stolen, destroyed or used without your permission.

Fraud

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We will have the right to close customer accounts and take payment from alternative forms of payment if a fraudulently obtained Gift Card is redeemed and/or used to make purchases on www.dragonflyflorist.com

 

 

Limitation of Liability

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WE MAKE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO GIFT CARDS, INCLUDING WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IN THE EVENT A GIFT CARD IS NON-FUNCTIONAL, YOUR SOLE REMEDY, AND OUR SOLE LIABILITY, WILL BE THE REPLACEMENT OF SUCH GIFT CARD. IF APPLICABLE LAW DOES NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS.

General Terms

Gift Cards are issued by Dragonfly Florist. We reserve the right to change these terms and conditions from time to time in our discretion. All terms and conditions are applicable to the extent permitted by law.

Deliveries

It is the customer’s responsibility to ensure that the recipient is able to redeem the gift card and receive a delivery within the Dragonfly Florist delivery zone, prior to purchase. 

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.

Offers and promotion codes

At our discretion, from time to time, we may offer 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 orders given before the offer introduction date or after the offer end date.

In the event that a customer has made an order and the price of the ordered product subsequently falls or is discounted owing to a special offer, the price of the product at the time of order shall prevail.

As our special offers are dependent on availability, we may change the terms of special offers, or withdraw them altogether, at any time, and without prior notice.

We also reserve the right, at our absolute discretion, to offer different personalized special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of the Dragonfly Florist service, and are only available once to any one person.

Discounts and credits cannot be used in conjunction with any other offers.

Unless otherwise stated, we only allow one promotion code to be used per order.

 

Circumstances beyond our control

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Adverse weather conditions
Certain weather conditions may prevent the delivery of orders by the time requested, or at all. As set out above, in such circumstances, our liability to you will be limited to the price of goods not delivered and the cost of delivery.

Force Majeure
Dragonfly Florist shall not be liable for late or non-delivery of any order 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 license 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 other cause or circumstance whatsoever beyond Dragonfly Florist reasonable control.

Save as hereinbefore provided, whilst we will do our utmost to ensure that the Dragonfly Florist service is uninterrupted and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the Dragonfly Florist 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 Dragonfly Florist service impossible or impractical.

Dragonfly Florist will not be responsible for (i) losses that were not caused by any breach on our part, or (ii) any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure), or (iii) any indirect or consequential losses that were not foreseeable to both you and us when you commenced using the Dragonfly Florist

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control.

Nothing in these conditions limits or excludes our responsibility for fraudulent representations made by us or for death or personal injury caused by our negligence or wilful misconduct. In addition, nothing in these Terms and Conditions affects your statutory rights.

 

Our Liability

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Save as hereinbefore provided, whilst we will do our utmost to ensure that the Dragonfly Florist service is uninterrupted and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the Dragonfly Florist 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 Dragonfly Florist service impossible or impractical.

Dragonfly Florist will not be responsible for (i) losses that were not caused by any breach on our part, or (ii) any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure), or (iii) any indirect or consequential losses that were not foreseeable to both you and us when you commenced using the Dragonfly Florist.

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control.

Nothing in these conditions limits or excludes our responsibility for fraudulent representations made by us or for death or personal injury caused by our negligence or wilful misconduct. In addition, nothing in these Terms and Conditions affects your statutory rights.

 

General

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We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Dragonfly Florist site and/or the Dragonfly Florist service from time to time. We will post any changes on the Dragonfly Florist site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Dragonfly Florist service. 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 Dragonfly Florist site and/or the Dragonfly Florist services for any reason at any time. We will attempt to limit the frequency and duration of any such suspension or restriction and notify you where this will affect any ongoing subscription.

These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Dragonfly Florist 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 to enforce any of the Terms and Conditions.

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. These Terms and Conditions shall be governed by and construed in accordance with Irish Law and the parties agree to submit to the non-exclusive jurisdiction of the Irish courts.

Thank you for your order, and we hope your Dragonfly Florist experience will be a pleasurable one.

 

Trading address

Dragonfly Florist

1 Park View

Hetton- Le Hole

Houghton Le Spring

DH5 9JH

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