Terms & Conditions:

By placing an order on the Thanks A Bunch website or when calling our customer services team, you are agreeing to the following terms and conditions:

Changes to your order

If you wish to change your order, please do so via the My Account area of the Thanks A Bunch website. We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address and card message) requested at least 24 hours before dispatch.

Cancelling your order

Orders may be cancelled up to 48 hours before the intended delivery date. You can cancel your order via the My Account area of the Thanks A Bunch website or by telephoning us.

Payment problems

Our website has a secure checkout so we encourage you to place your orders online. On occasion, however, bank-related payment failures occur that prevent us from accepting your order immediately.

Occasionally, card details that are entered correctly and backed by sufficient funds are not validated because the card issuer is performing a random security check. In these cases, although we'll have received your order, we'll need to take payment over the phone. We'll email or call you as soon as possible in these circumstances. If you receive a message telling you that payment has not been validated, please contact us immediately to ensure your order is delivered on time.

Owing to time differences, payments made out of office hours, or problems getting hold of you via the contact details you've provided, we're sometimes unable to process a valid payment prior to the requested delivery date. Although this delay is regrettable, it is outside our control and we cannot offer any form of refund in these circumstances.

Delivery-related problems

Under normal circumstances, we will do our best to ensure that your order is delivered to the recipient's address that you provide and on the date that you requested when placing your order. There are times, however, when this is simply not possible owing to problems with the provided address information or unforseen obstacles encountered by our drivers whilst attempting to deliver the order.

You can help us ensure we deliver your flowers successfully

It is very important that the recipient address and postcode you provide is accurate and that you give any additional instructions to help our drivers locate difficult-to-find addresses.

If you are unsure of the recipient's address, we recommend using one of the following address look-up and validation websites:

• http://www.royalmail.co.uk/
• http://www.192.com/

In order for us to resolve any delivery issues at the time of delivery, it is very helpful if you supply the following contact information when placing your order, as it means we can contact you or the recipient to ensure a successful delivery:

• Your telephone number
• Your contact email address

If you don't provide this contact information, we might not be able to resolve any delivery issues in a timely fashion.

Please note that delivery drivers are not able to contact customers or recipients while they are out on delivery. We are also not able to contact drivers directly due to the laws regarding the use of mobile phones whilst driving.

In the event that we are not able to deliver your order due to a problem with the address you provide or if the recipient no longer lives at the delivery 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 or the fact that the recipient no longer lives at the address provided.

Please note that we may not receive information from our driver regarding a failed delivery for some time after its occurence.

At the time of order placement, we insist that you check the recipient address and postcode is valid. If we are subsequently unable to deliver owing to an incorrect address, we reserve the right to charge you a production/redelivery charge (of up to the full order value of the original order) for delivery of fresh flowers to the correct address..

We are not responsible for any other costs incurred by the customer due to failed deliveries the recipient not being in at the time of delivery

If the recipient is not available when we attempt delivery, we will:

(i) follow any delivery instructions you provide at the time of order placement - given the likelihood of the recipient not being in when we attempt delivery, we recommend that delivery instructions are provided for all orders placed via our website or sales team.

(ii) attempt to leave the order securely on the premises (if we feel this is appropriate and unless you request that we do not do this) - our driver will leave a card with details of the location of the order. The card will be our proof of delivery. Please note that we are not liable for any theft of goods left securely on the property.

(iii) attempt to leave the order with a neighbour (if we feel this is appropriate and unless you request that we do not do this) - our driver will try to leave the order with a neighbour if possible and leave a card at the recipient's address. The card will be our proof of delivery. Please note that it is the recipient's responsibility to collect the order from the neighbour.

If our drivers are unable to deliver the flowers using one of the options above, as soon as our driver informs us of the problem (which may be some time after the attempted delivery), we will contact you via email (if you have provided a valid email address) to inform you of the problem.

Please note that our driver will only attempt one subsequent delivery of the original flowers and that this normally the day after the original delivery date. However, redelivery dates and options are subject to our courier's standard delivery policies

We are not responsible for any other costs incurred by you due to failed deliveries.(c) a problem our driver encounters when attempting to deliver the order

In rare circumstances, our drivers are unable to deliver an order. This may be due to 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 and refund the original delivery charge. We reserve the right to provide additional compensation in the form of a discount off a future purchase from www.thanksabunch.net  No other form of compensation is accepted.

If we are unable to contact you, we will arrange a redelivery at the next possible opportunity. Please note that this may not be possible on the date of the original delivery.

We are not responsible for any other costs incurred by you due to failed deliveries.

Where possible, we will attempt to obtain a signature from the intended recipient of the flowers.

Delivering to an alternate address

If delivery fails, it may be possible for our courier to deliver the original flowers to an alternative address. Please note that this is not guaranteed and redelivery may not be on the day of the original delivery. Our drivers reserve the right to charge a re-delivery charge and this must be paid before delivery is attempted.

Delivering 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.

Hospital-specific delivery issues

Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. This means that we sometimes are unable to deliver orders for customers at a very emotional time. However, many of these problems can be resolved 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 and this can lead to delivery issues that are out of our control. It is also useful for you to check that the hospital/ward accepts cut flowers as we are not responsible for refunds in the event that the hospital refuses to 'receive' the flowers.

In the event that delivery to the recipient is not possible (for example, if they can't be located, or have been discharged from the hospital), we reserve the right to charge an additional production and delivery charge (of up to the full order value of the original order) for the delivery of fresh flowers to an alternate address. If you decide to cancel the order instead of arranging a re-delivery, we reserve the right to charge deduct a cancellation fee from the refund value.

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 to the university postroom or reception. Please ensure that you include enough information for the postroom/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 postroom/reception.

Other business address delivery issues

If you wish to order flowers for delivery to a business address, we recommend that you use one of our timed delivery services to ensure delivery is made within office hours.

In the event that our standard delivery option is chosen for a business address and a delivery between 9.00 a.m and 5.30 p.m. fails owing to the recipient not being available, or the business being 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.

Refused deliveries

Occasionally when we try to deliver to the recipient address, the flowers may be refused and our driver is not given any reason for the refusal. We can accept no responsibility for this refusal or any costs incurred related to re-delivery to an alternate address. We therefore recommend that you enquire whether flowers can be accepted at the delivery address prior to placing your order.

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, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our shop.

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 refund

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 the purchased product subsequently falls or is discounted owing 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 contingent on 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.

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. Period. For more information, please see our privacy policy.

At the checkout, we ask for the following personal information:

• Customer's email address
  We use this information to provide a better customer experience by sending order confirmations, dispatch confirmations and delivery confirmations. We will also use the customer's email address in the event that we need to make substitutions. Please ensure that email addresses are accurate.
• Customer's full name and address
  We use this information for credit card validation and for direct mailing (only if you have agreed to receipt of these mailings).
• Customer's telephone number (and mobile number)
  We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.
• Recipient's full name and address
  We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.
• Recipient's telephone number
  We use this information to contact the recipient in the event of a problem delivering your order. We will not contact the recipient under any other circumstances.

Thank you for you order, and we hope your Thanks A Bunch experience will be a pleasurable one.