Terms & Conditions

Terms & Conditions

By placing an order on the Orchidya website or when calling our customer services team to place an order, you are agreeing to the following terms and conditions. 

If you have any questions regarding our terms and conditions or have any comments or feedback, please email us at info@orchidya.com or call us on 0203 302 1539.

Orchidya Service Guarantee


If you are not satisfied with the product you ordered once it is delivered, please call our customer care team on 0203 302 1539. The team will review the comments you have and should the cause be related to circumstances that are within our control, we will consider options to amend the issues.
When working with fresh, seasonal ingredients that are often affected by the climate and can, as such, we may experience unpredictable availability. If for any reason, we are unable to fulfil your chosen product, or elements of it, we will work with our expert florists to substitute the affected ingredients using the most appropriate alternative to ensure your fresh flowers have a similar colour, style, shape & size.
If the product you ordered was damaged on receipt, please phone us immediately and/or email us a photo of the damage.

Changes To Your Order


If you wish to make any changes to your order please call our customer services team on 0203 302 1539. Please note that any changes to your order (such as delivery address, gift message) must be made at least 2 working days prior to requested delivery date to ensure that we have time to amend your order prior to dispatch. We will do our best, but cannot guarantee that we will be able to accept changes made to your order after that time.
For peak season (Valentine’s Day and Mother’s Day), we cannot guarantee that we will be able to accept changes to orders within 72 hours of the intended delivery date.

Flower Availability and Substitution

All products are subject to availability, and acceptance of your order. In the event of any supply difficulties or if the flowers 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 required or part of product, with an alternate product of a similar style and equivalent (or greater) value and quality. Where substitution of flowers is necessary, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our customer care team on or email us 0203 302 1539 or email us at info@orchidya.com.
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 the substitution.

Vase Availability and Substitution

All products are subject to availability, and acceptance of your order.  If the vase pictured on our website is unavailable due to stock limitations, we reserve the right to substitute any product required, with an alternate product of a similar style and equivalent (or greater) value and quality. Where substitution of vases is necessary, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our customer care team on or email us 0203 302 1539 or email us at info@orchidya.com.
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 the substitution.


Flower Presentation and Risk


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 care team on 0203 302 1539  or email us at info@orchidya.com if you wish to enquire about the safety of contents before ordering.

Delivery

All prices for delivery include VAT at the current rate unless otherwise stated.  Delivery prices will vary based on the location.  To get an exact quote, please contact our customer services team on 0203 302 1539 or by emailing info@orchidya.com.
Deliveries will be made by our delivery partners and courier services to the address specified by you (the purchaser).  You will have an opportunity to share the delivery address during online purchases, when placing orders in the store, and during phone calls.  The full address will be required.  We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether.
For Sunday delivery, orders must be place on Saturday by 3pm UK time.
Orders place on Sunday will be delivered the following Monday or unless otherwise stated.
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.  Standard deliveries take place during the hours of 9am – 5pm (Monday through Friday) and 10am – 5pm on Saturdays.  To arrange a specific time slot during regular hours or to arrange a time outside of the standard delivery hours, you will need to select premium delivery at a higher price.  If 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. We will leave notification of delivery and will telephone to attempt to rearrange the delivery at your costs.
For same day deliveries with our fragile-handling courier service to locations within the Greater London area but outside of our standard central London delivery area, an additional charge will be due. This is dependent on the postcode and will be advised.
For overnight deliveries with our fragile-handling courier service to locations within the Greater London area but outside of our standard central London delivery area, a charge of £25 will be due.
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 below, 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.
In the event that you instruct us to leave a delivery unattended at your address we expressly disclaim all liability which may arise by virtue of the delivery being left unattended for a period of time. This includes but is not limited to theft, tampering, contamination and the result of any change in temperature.

Damaged Flowers

Although we work with our delivery partners and our courier company to do our best to ensure your flowers arrive in perfect condition, on very rare occasions, flowers arrive at their destination damaged as a result of transportation. If the recipient receives damaged flowers, please contact us immediately on 0203 302 1539  or email us photos of the damage at info@orchidya.com.
Because of their perishable nature, flowers are non-returnable. This does not affect your statutory rights.

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 on this message system and Orchidya accepts no liability for any such content. We do not pre-screen messages, but may monitor content from time to time. We have the right to refuse to send or display messages and terminate access to the relevant services at any time and without liability to you in the event of any such objectionable message.



Special Offers

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 purchases before the offer introduction date or after the offer end date.
In the event that a customer has made a purchase and the price of a product falls or is discounted due to a special offer, the price of the product at the time of purchase shall ‘prevail’. We are unable to offer special offer discounts for purchases that have already been made.
As our special offers are often presented due to the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice.
We also reserve the right to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Disclaimer

Whilst we agree to use our reasonable endeavours to ensure that the Orchidya website and/or the Services are fully operational and error free, we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the Orchidya website or Services 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 Orchidya Website and/or the Orchidya service impossible or impractical.
We do not guarantee any delivery, delivery dates, or delivery times during periods when extraordinary events take place. We reserve the right to reschedule or refuse any order that is likely to be affected by route closures or lock downs of venues.
All copy and images on this website are owned by Orchidya and are protected by Copyright. Unauthorised infringement of copyright may be result in legal action being taken against the offending party.

Cancellation


Only cancellations which are given at least 2 working days before the intended delivery date may be accepted. Orders placed or cancelled on Saturdays, Sundays or Bank Holidays will be treated as having been received on the following working day. To cancel orders, please call 0203 302 1539  or email us at info@orchidya.com
You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.
For peak season (Valentine’s Day and Mother’s Day), we are unable to guarantee to accept changes to orders within 72 hours of the intended delivery date.

Payment and Order Processing


Payment may be made by any of the methods indicated on the Orchidya  website and will be debited when you submit your order. When you submit your order by clicking on the Place Order button, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing elsewhere on the Orchidya website.
For your order to be processed and delivered on the required date, you must supply us with all the mandatory details requested. Your order will only be processed if full payment details are given on the payment pages provided for us.
Your order will be confirmed by a summary page at the end of your online transaction and then acknowledged via e-mail to the e mail address provided at the start of the transaction within 12 hours, confirming your order details. You will be issued with an order reference number for any future correspondence. All costs will be charged as defined in the order summary on the date the order was placed.
We will not consider ourselves bound by a contract with you until we have issued a confirmation e-mail to the e-mail address you , the customer, has supplied at the start of your transaction.
Our website has a secure checkout in partnership with Sage Pay and we therefore encourage customers to place their orders online. However, on occasion, when submitting customer’s credit/debit card details to our bank, we receive payment failures which prevent us from accepting your order immediately. This may be due to, that, on occasion, credit cards that are entered correctly and have sufficient funds are not validated because the card issuer is performing a random security check. In these cases, we will still have received your order but need to take payment over the phone. We will email or call you in these circumstances. If you receive a message to tell you that payment has not been validated, please contact our customer service team immediately on 0203 302 1539  or email us at info@orchidya.com to ensure your order is delivered on time.
Due to time differences, payments made out of office hours, or problems getting hold of customers via the contact details they have provided, we are sometimes unable to process a valid payment prior to the requested delivery date. If this is the case, once we have received payment, we will dispatch the flowers as soon as possible to ensure that there is no further delay. Although this delay is regrettable, it is, in the circumstances described above, outside our control and therefore we cannot offer any form of refund in these circumstances.

Customer and Recipient Personal Information


To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.  Please remember that we value your privacy and will never lease, rent or sell your private information.  For more information, please see our privacy policy.
At the checkout, we ask for the following personal information:

– Customer email address – we use this information in the event that we need to make contact regarding any details of your order.
– Customer full name and address – we use this information for credit card validation and for direct mailing (if you have agreed to receipt of these mailings).
– Customer telephone number / mobile number – we use this information to contact customers in the event of problems with the order such as payment failures or delivery problems and for SMS updates where you have given your express consent.
– Recipient full name and address – we use this information in order to be able to deliver the flowers you have ordered. It is vital that the recipient’s address is accurate and includes a full postcode.  When relevant please include flat numbers, office suit numbers, floor numbers, or similar information required for smooth delivery services.
– Recipient telephone number – we use this information to contact the recipient in the event of a difficulty in delivering your order. We will not contact the recipient under any other circumstances.

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