All orders and subscription requests received are an offer to purchase and are subject to acceptance by Isabella FloristsOnline Limited (“Isabella Florists”) 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.
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 a subscription). We will make every effort to satisfy your selection, but this cannot be guaranteed.
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 contact@isabellaflorists.com. 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.
Payment Methods
We accept American Express, Visa, MasterCard credit and debit cards and PayPal. In order to offer the best security, all our payments are processed securely by Stripe 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 Stripe 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 and VAT
All prices for delivery include VAT at the current rate unless otherwise stated.
Standard delivery is complimentary unless on specified dates where a charge will apply. Next Day delivery will include a charge of £12.95 and Same Day Delivery will include a charge of £14.95.
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 on our website.
In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us within 72 business hours of your expected delivery date. You will not be charged for any incorrect goods or goods which you have not received. In any event our liability will be limited to the price of the goods not delivered or incorrectly delivered and the cost of delivery.
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 at all times during the delivery slot. We may ask that an appropriate person signs for the goods on delivery. For London deliveries, if no one is at the address when the delivery is attempted, we will either leave the goods with a neighbour or in a safe place. If these options are not available, the order will be brought back to our warehouse and our Customer Service team will contact you to rearrange the delivery. For national deliveries, if no one is at the address when the delivery is attempted, the goods will either be taken to a local collection point or reattempted the following business day.
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 you fail to be present for your delivery, 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.
Our refunds and returns policy
We aim please our customers by delivering fresh flowers, in great condition, on time.
Freshness and damage
Our flower orders will often be sent out in bud form meaning they will last longer with the recipient. 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 contact@isabellaflorists.com to let us know.
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 72 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 contact@isabellaflorists.com so that we can help you.
Non Delivery
While we take all appropriate steps to make sure our flowers are delivered, sometimes mistakes occur. 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.
*Please note: Instances non-delivery need to be reported to us within 3 days of the scheduled delivery date.
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.
Circumstances beyond our control
Adverse weather conditions
Adverse 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
Isabella Florists 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 Isabella Florists’ reasonable control.
Our liability
Save as hereinbefore provided, whilst we will do our utmost to ensure that the Isabella Florists service is uninterrupted and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the Isabella Florists 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 Isabella Florists service impossible or impractical.
Isabella Florists 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 Isabella Florists.
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
We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Isabella Florists site and/or the Isabella Florists service from time to time. We will post any changes on the Isabella Florists site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Isabella Florists service or Isabella Florists site. 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 Isabella Florists site and/or the Isabella Florists 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 Isabella Florists 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 English Law and the parties agree to submit to the non-exclusive jurisdiction of the English courts.
Thank you for your order, and we hope your Isabella Florists experience will be a pleasurable one.