Delivery & Refund Policies
We will deliver to the recipient at the address you have requested, if nobody is in, we will try to leave in a safe, under cover spot such as a porch and leave a note posted through the door. In the event there is nowhere safeto leave them we will try to find a close by neighbour who will accept your delivery for you and post a note through the recipients door explaining where they have been left. Failing all of that, we will post a note through the door to inform them that they have been taken back to the shop. Recipient will then have to phone to come and collect or reschedule a second delivery attempt if we are able to do so. If the address is not within the area of Sidcup, this may incur a second delivery charge.
Timed deliveries
We offer a timed delivery service for funeral work/weddings only. However, you can request a time for gifts in the notes section and we will do our best to for fill it for you but can’t be guarantee.
Adverse weather conditions
During adverse weatherconditions (such as heavy snow, ice, flooding or high winds), our delivery teams may not be able to delivery orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order, including if the delay is due to a backlog of weather affected deliveries with our flower orders. Therefore, in the event of adverse weather conditions, we aren’t able to refund or offer re-delivery of affected orders.
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 to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. Where this is necessary, and the substitution is significant, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact the shop. Please note that foliage and sundries (including vases) may be substituted without notice.
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.
Damaged flowers
Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:
A re-send on the next available delivery date, or
A full or partial refund. The amount of partial refund will depend on the specific circumstances surrounding the flowers.
If for any reason you are unhappy with your Sweet P order you will need to contactus as soon as possible (and within 3 days of the delivery date) using the ‘Contact Us’ link on our website or phone. Due to the perishable nature of our goods we are unable to deal with complaints after 3 days. For quality issues we will require a photo clearly showing the problem which you can attach to the contact form.
Late Deliveries
In the event of non-delivery on the selected delivery date, we will either refund you in full or redeliver your order –it is your choice, just let us know. Please note that banks might take 3-5 days to refund the amount on your card.
Delivery issues must be reported within 3 days of delivery date.
Non-Delivery
If we fail to deliver your order we will either redeliver your order or refund you the full amount. Please note that banks might take 3-5 days to refund the amount on your card.
Delivery issues must be reported within 3 days of delivery date.
Delivery times
Deliveries are normally made between 8am and 8pm. However, during busy periods, these delivery times may differ slightly, and we reserve the right to deliver between 7am and 9pm. However we will always try to get our deliveries out to recipients in the best time possible.
Deliveries are available from Monday to Saturday. We are currently unable to deliver orders on Bank Holidays.
Our delivery area postcodes: DA14, DA15, DA16, DA17, SE9, SE3, SE10, SE18, DA1, DA2, DA3, DA4, DA5, DA7, DA8, DA9, BR7, BR8, BR5, BR6, BR4, BR1, BR2, BR3 for other deliveries please phone to check before ordering.
Where possible, we will attempt to obtain a signature from the intended recipient of the flowers along with a time
For deliveries to large businesses, hospitals, universities etc, deliveries will normally be made to the reception or post-room. Delivery to the named recipient is not possible to these types of addresses in many cases.
If the recipient address provided is incorrect or incomplete or if the delivery is refused, we reserve the right to charge up to 100% of the original order value to re-deliver to the same or an alternate address.
We are unable to call recipient prior to delivery.
We do not guarantee to be able to follow Additional delivery instructions.
International delivery
All international deliveries are passed to a relay network, EFlorist, who then pass orders onto local florists.
For some deliveries, it may be necessary for E Florist to call the recipient to ensure that someone will be available to receive the flowers.
Deliveries are available from Monday to Saturday. Deliveries are normally made between 8am and 6pm by a florist local to the recipient address. However, during peak periods, deliveries may be made until 8pm.We are currently unable to deliver flowers on a Sunday or Bank Holidays.
We are unable to provide delivery notifications for international orders.
If no-one is available to receive the flowers, the florist’s driver will normally leave a delivery card giving the recipient the option to call to reschedule delivery.In the event of a non-delivery, customers are normally entitled to a refund or redelivery.
In the event of late delivery on the chosen delivery date, we will normally refund the delivery charge associated with your order
For deliveries to large businesses, hospitals, universities etc, deliveries will normally be made to the reception or post-room. Delivery to the named recipient is not possible to these types of addresses in many cases. Please see below for more information.
If the recipient address provided is incorrect or incomplete or if the delivery is refused, we reserve the right to charge up to 100% of the original order value to re-deliver to the same or an alternate address.
We do not guarantee to be able to follow delivery instructions.
Other important delivery information
To enable us to contact you regarding a problem with your order, please make sure that you have provided a valid email address and/or contact telephone numbers.
Please ensure that someone is available at the delivery address to receive the delivery.
In the event of a delivery problem, if we are able to, we will try and contact the customer to try to resolve the issue
In rare circumstances, our driver is unable to deliver an order. This may be due to a problem with the delivery vehicle. We ensure that these occurrences are minimised, but in the event that we are unable to deliver the order owing to circumstances that are within our control, we will contact you immediately via email or phone to arrange a redelivery.
To ensure a successful delivery, please ensure that the delivery address is accurate and complete. If possible, please provide additional delivery instructions to help the delivery driver to find the recipient’s address.
We cannot be held responsible for failed deliveries that result from a problem with the address and/or postcode you provide at the time of order placement, if the delivery was refused by the recipient or the fact that the recipient no longer lives at the address provided.
We are not responsible for any other costs incurred by the customer due to failed deliveries.
Deliveries to businesses, hospitals, universities
In some circumstances, for example, when delivering to some business addresses, hospitals or universities, we may not be able to deliver the flowers directly to the intended recipient. Please note that these circumstances are outside our control. In this case, we will deliver to the reception area or post room and (where possible) obtain a signature from the receptionist (or equivalent). This signature will be our record of delivery.
To ensure the highest likelihood of delivery success, please ensure that you provide as much information regarding the location of the recipient as possible within the delivery instructions, including department name, floor number, etc.
Hospital-specific delivery issues
Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. In addition, many hospitals do not accept flower deliveries due to health & safety restrictions.
It is for this reason that we no longer recommend that flowers are delivered to a hospital. If an order is placed for delivery to a hospital and the delivery is not successful, we reserve the right to notrefund or resend the order.
University-related delivery issues
Due to the size of university campuses, it can often be difficult to locate recipients at universities. We are therefore not able to deliver to recipients themselves and will always deliver tothe university post room or reception. Please ensure that you include enough information for the post room/reception staff to be able to locate the intended recipient of the flowers. We are not liable for the non-delivery of flowers to recipients at universities as we have no control of the delivery once it reaches the post room/reception.
Other business address delivery issues
If you wish to order flowers for delivery to a business address, we recommend that you use our “notes” section to let us know the working hours of the recipients or opening times of the office/work address.
In the event that no note is left on your order for a business address, we will attempt delivery between 8am and 7pm. If the recipient is not available, or the business is closed,we will not accept any liability for the non-delivery and reserve the right to charge an additional production and delivery charge for any subsequent redelivery. If you decide to cancel the order instead of arranging a redelivery, we reserve the right to deduct a cancellation fee from the refund value.
Refund summary
If you are unhappy with anything you have received from us then we require you to get in contact immediately. We will discuss the issue and if appropriate we will collect your flowers and replace with a new one. If you feel your flowers are not fresh, we will need contact within 3 days of receiving them; we will either replace, or partial/full refund you depending on the circumstances.
Refund for orders before the day of delivery will be refunded in full if we have not already ordered anything special for your order. If we have already ordered parts of your order in, then we will refund you, minus the cost of the items already purchased.
If we make a mistake, we hold our hands up; although it doesn’t happen often, we are all human and regrettably mistakes rarely do occur. We will of course try to rectify any issues firstly, but if all else fails we will offer a refund, however this is strictly at the owner’s deaccession. Photos, receipts etc may be required as proof.
