Terms of Service

 

Order Processing
All orders received are subject to acceptance by Fine Stems Limited.  We reserve the right 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. 

Payment Methods
We accept Visa and MasterCard credit and debit cards, as well as PayPal and Apple Pay.  We do not store your credit or debit card details.

Delivery Dates
You will be able to select the date for delivery of your order and we will make every effort to satisfy your selection, but this cannot be guaranteed. The rate is £9 for weekdays and £13 for Saturdays.

Personal Messages

You must agree that any messages posted by you on your card or sent by us on your behalf to a third party will not contain anything which could be construed as harassing, threatening, vulgar, abusive, obscene, defamatory, racist or which may cause embarrassment or distress to any person or are otherwise unlawful or objectionable. You are entirely responsible for any text or other material which you post or send.

Changes to your order
Should you wish to amend your order, please contact us via email hello@finestems.co.uk and we will do our best to make the changes for you.

Flower Availability and Substitution

All products are subject to availability, and acceptance of your orders. We reserve the right to change all or some of the contents or packaging with an item of equal or greater value without notice. Flowers may be delivered in bud to ensure longer life. Some flower bouquet contents may be harmful if eaten and/or a skin irritant. Please call our customer helpline at the number given above if you wish to enquire about the safety of contents before ordering.  If we are unable for any reason to make up a satisfactory replacement, we will make a full refund of the price of you order as above.

Delivery

We do our best to ensure that deliveries are made within your nominated delivery day, however it is your responsibility to ensure that an appropriate person is available at the delivery address during the delivery period. A signature may be asked for on delivery. If there is no one is at the address when the delivery is attempted the goods will be retained by us unless you have provided us with specific details of a nominated place to leave the goods.  Should redelivery be required, it will be made at your cost.

Please note 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 will be limited to the price of goods not delivered and the cost of delivery.

Should you instruct us to leave a delivery unattended at any address, you agree we disclaim all liability which may arise for reasons of the delivery being left unattended for a period of time. This includes but is not limited to theft, contamination or temperature change.

In the event that the goods delivered to you are incomplete or incorrect, you must notify us straight away and within one day. You will not be charged for any incomplete or incorrect goods. In any event our liability will be limited to the price of the goods not delivered or incorrectly delivered and the cost of delivery.

Your cancellation rights
You may cancel an order by giving us not less than 48 hours notice prior to the requested delivery date (orders placed or cancelled on Saturdays, Sundays or Bank Holidays will be treated as having been received on the following working day). In such circumstances a full refund will be provided. If less than 48 hours notice is given, a refund will only be provided if at the time of cancellation, the preparation of your order has not begun.

Refunds
We aim please our customers by delivering fresh flowers, in great condition, on time.  Flower orders may be sent out in bud form meaning they will last longer with the recipient. While flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on occasion and for reasons beyond our control they may be damaged in transit. If you receive flowers that do not seem fresh or are damaged, contact us immediately via hello@finestems.co.uk . 

If the flowers you receive do not meet our high standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that in order to be eligible for a refund or a replacement, you will need to email us a photo of the spoiled flowers within 24 hours of receipt. If we offer you a refund, we will refund you the full amount within 3 working days. This is without prejudice to your statutory rights in respect of damaged, defective or incorrectly supplied goods.

While we take all appropriate steps to make sure our flowers are delivered correctly, sometimes mistakes occur. If we fail to deliver your order (i.e. if your flowers have not arrived within 3 days of 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.

Returns
Due to the perishable nature of flowers, we are unable to accept returns. This does not affect your statutory rights.

Offers and Promotions

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.  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 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.

Gift Cards

Fine Stems Limited Gift Cards may only be redeemed toward the purchase of specified Fine Stems Limited products.  Important: Gift Cards expire one year from the date of issue. Fine Stems Limited cannot be held responsible if any Gift Card is lost, stolen, destroyed or used without permission.

Force Majeure
Neither Fine Stems Limited, nor any courier service that we may use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, act of God, or from any industrial dispute or strike whatsoever. In such circumstances, our liability to you will be limited to the price of goods not delivered and the cost of delivery.

Our Liability

Save as provided in these Terms and Conditions, whilst Fine Stems Limited does its utmost to ensure that the Fine Stems Limited service is constant and error-free, Fine Stems Limited accepts no responsibility for any interruption of it service(s) 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 Fine Stems Limited service impossible or impractical.

Fine Stems Limited will not be responsible for (i) losses that were not caused by any breach on its 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.

Fine Stems Limited will not be held responsible for any delay or failure to comply with its obligations under these conditions if the delay or failure arises from any cause which is beyond its reasonable control. Fine Stems Limited reserve the right to suspend, restrict or terminate access to the Fine Stems Limited website and/or its services for any reason at any time.

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. 

General

Fine Stems Limited reserve the right to amend these Terms and Conditions without notice. Changes will be posted on the Fine Stems Limited website and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access our service(s).  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 the event of a conflict between any 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.

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

These Terms and Conditions do not affect your statutory rights.

Registered Office

Fine Stems Limited, Unit 14 Grendon Gardens, Wembley, HA9 9NE