Grant's Floral Designs is the trading name of Grant's Floral Designs Limited, company number SC205700. The registered address is 1 Gordon Close, Boddam, Peterhead, Aberdeenshire AB42 3AH, however you will only find our office there. Our trading addresses are 26 Chapel Street, Peterhead, Aberdeenshire AB42 1TL and 19 High Street, Turriff, Aberdeenshire AB53 4ED. The Grantsfloraldesigns.com website is wholly owned and operated by Grant's Floral Designs Limited.
By placing an order with Grant's Floral Designs, either directly yourself on the http://www.grantsfloraldesigns.com website (“the website”) or through one of our customer services team over the telephone, you are agreeing to the following terms and conditions.
If you wish to change your order, please call us as soon as possible. Please note that any changes to your order (delivery address, gift message, additional items) must be made by 2pm the day before delivery, or by 2pm 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, we cannot guarantee we will be able to make the changes.
Please note that, once your order has been processed, cancellation of your order is possible only in exceptional circumstances and is entirely at our discretion.
Under normal circumstances, we will try to ensure that your order is delivered to the recipient's address you provide. However, there are 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, in particular 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.
If we are provided with an incorrect address and the flowers are sent out for delivery before the error is highlighted, you are not automatically entitled to a resend of a fresh bouquet. In the event the flowers are irretrievable, we may, at our discretion, arrange for another bouquet to be sent out, subject to the details of the specific situation.
If you are unsure of the recipient's address, we recommend using one of the following address lookup and validation websites:
Deliveries to hospitals can be problematic because patients often move from ward to ward, or are discharged. This means that we are sometimes unable to deliver orders for customers at a very emotional time. However, many of these problems can be avoided by ensuring that we have accurate and up-to-date information about the ward that the recipient is in.
It is particularly important that you provide the full name of the recipient of the order as there can be several patients with the same name in the same hospital. This can lead to errors in the delivery that are beyond our control. Many hospitals do not allow drivers to take flowers directly to wards because of health and safety regulations and in such cases our flowers will be delivered to reception or post rooms.
Some wards in hospitals do not allow flowers to be kept by patients. You should therefore check that the ward to which you wish to send flowers allows patients to have flowers on the ward. If flowers are not accepted in the ward, we will not be able to refund the cost of the bouquet.
Some hospital post rooms have a policy of refusing to accept flowers for either patients or members of staff; it is important to check that the hospital is prepared to accept flowers. If the hospital will not accept the flowers, we will not be able to refund the cost of the bouquet.
3.3 Deliveries for sympathy and to funeral directors
It is very important if flowers are for sympathy that you make it very clear to us. This will allow us to take extra care with the order and potentially vary how we process your order to absolutely ensure that it gets there. If flowers are going to a funeral, we recommend that they be ordered at least a day before the funeral to ensure that any delays do not prevent them getting to the funeral in good time. Also, if flowers are going to a funeral directors', it is essential that the name of the deceased and the funeral director 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 bouquet.
As we appreciate that 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. Where this is not possible, we will attempt to leave the flowers with a neighbour. If this is not acceptable, please ensure that you tell us when you place your order. If we are unable to deliver the order, we will attempt to contact you via telephone. 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.
In the event that we are unable to deliver the order to a recipient's address that you have provided, we will attempt delivery 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.
4. Availability and substitution
All floral + additional 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 value and quality or greater. Where this is necessary, we will try to contact you.
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.
Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged or fail to arrive due to an unforseen delivery issue. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:
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 has gone wrong. 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.
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 in writing of our decision. It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.
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. 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 or damaged; we would make what we would be considered by a reasonable person to be an appropriate compensation.
Our flowers are incredibly fresh, as they are purchased daily off the flower auctions in Holland and transported direct to us. They will normally last at the very least a week, but most probably even longer, in the vase, although this varies by variety. It is important that the flowers are cared for correctly as putting them by heat sources or drafts, or failing to change the water, will kill them very quickly. We include flower food with all our cut flower 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 really was an 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 properly open when they arrive. This can be confused with poor flowers. In fact this shows how fresh our flowers are. The flowers will open quickly once they are in room temperature and will give pleasure for many days to come if cared for properly.
If we believe that an order may be fraudulent in nature, for whatever reason, we reserve the right to cancel the order. 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 to time.
We will not tolerate abusive behaviour in any way, shape or form. Whilst we endeavour to do our very best, and 99% of our orders go like clockwork, mistakes are sometimes made. Purchasing from Grant's Floral Designs 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.
You agree that any material, information or ideas that you transmit to this site is, and will remain, the property of Grant's Floral Designs Limited.
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.
Thank you for visiting Grant's Floral Designs website.