Talk to B&M Flowers
0344 310 2263
Mon - Fri 9am - 5pm
When placing an order with B&M Flowers operated by Prestige Gifting Limited, either via the website www.bmflowers.co.uk or by telephone at 0344 310 2263, it is deemed that you have read and that you understand the following terms and conditions.
An order can be cancelled 24 hours prior to the delivery date specified. Cancellation can be done by emailing [email protected]. You will need to include your order number as well as the reason for the cancellation. Please note, we cannot cancel orders that have already been despatched. This is due to the perishable nature of the product. During peak events, orders can be processed three days before they are despatched and these orders cannot be cancelled. Upon receiving your cancellation request, we will confirm the cancellation via email.
With reasonable notice prior to dispatch, we are able to make changes to orders. Once an order or subscription request has been printed, we are no longer able to amend the order. For any changes, please contact the customer service team or email the request. It is essential that you clearly include the order number. For any other products, they can be returned within 30 days of receipt in order for a refund to be issued. All refunds will be made within 14 days of receiving the returned item(s). All refunds are processed within 3 to 4 working days.
It is an offence for persons under the age of 18 years to buy or attempt to buy alcoholic liquor under the Licensing Act of 1964 (UK) and 1976 (Scotland). Under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland), it is an offence for any person under 18 to buy, or attempt to buy, intoxicating liquor. It is an offence under Licensing (Northern Ireland) Order 1990 for any person under 18 to buy, or attempt to buy, intoxicating liquor.
All alcoholic gifts are distributed to permitted areas within the United Kingdom via a licensed third party. Contact our customer service centre for all licensing and supplier information.
Due to the perishable nature of fresh flower deliveries, any and all complaints and refunds will be handled on a case by case basis. This does not in any way affect your statutory rights.
If the flowers are disposed of without any photographic evidence, any remedy will be discretionary. In order to gain an accurate representation of a bouquet, it is important that a photograph is taken within 48 hours of delivery.
It is the responsibility of the sender to inform the recipient of the gift item delivery. If any perishables are left in a safe place, this is at the discretion of the courier and we are not liable thereafter for the safe delivery of the goods. We always endeavour to redeliver goods if they are returned. If we are still unable to deliver to the recipient after two attempts, we are regrettably not able to offer any refunds. In this instance, any remedy is discretionary.
If we are unable to make contact with the recipient or customer or if the customer does not contact us, through no fault of our own, we cannot be held responsible for non-delivery. If we have exhausted all possible methods to fulfil the order, we are not able to offer a refund or replacement. Any remedy is at our discretion and this does not affect your statutory rights.
B&M Flowers operated by Prestige Gifting Limited is not responsible any orders that the recipient refuses to accept. No refunds will be issued to the customer where the recipient, for any reason, refuses receipt of the item.
If items returned within the statutory cooling off period, the consumer will cover the costs of returning the item. If the delivered items are defective or damaged and we require them to be returned, we will cover all delivery/ collection costs. This does not affect your statutory rights.
If the handling of an item goes beyond the reasonable sort of handling permitted in a shop, we are able to make a deduction refund for any diminution in value of the returned items.
IMPORTANT: Vouchers are not valid when checking out via Paypal.
Vouchers issued by B&M Flowers operated by Prestige Gifting Limited will bear no monetary value and they may be subject to change. Vouchers may be altered or revoked at any time at the discretion of the company. There is a minimum order of £9.99 for voucher orders only. Vouchers used for any purchases below this value will not be accepted and no sum will be dedicated. 1 voucher may be used per order and they can only be redeemed on our site at the checkout stage. Vouchers cannot be redeemed over the phone. Some vouchers will have an expiration date and expired vouchers may not be honoured.
Should small errors in the order occur like the wrong message card, we do not offer a full refund since the flowers were received and these flowers are the value of the order. We do believe in fairness and, to remedy this situation, we will be willing to contact the recipient in order to apologise and read out the message over the phone. Such rare errors may occur since our florists are human. We may offer a voucher as a token of our sincere apologies to the customer.
We cannot guarantee a delivery date as delivery is executed via a third party, but will endeavour to deliver on your desired date as all flowers, except for hand delivered products, are dispatched the day before the intended delivery day using a 24 hour delivery service the day before your chosen date by Royal Mail or DPD for our International Flowers. In the event a delivery is not made on the specified date we cannot offer a refund unless extra was paid for same day delivery, however for exceptions please see our 100% Satisfaction Guarantee. Delivery days are 7 days a week with except for Bank holidays. Any orders made for delivery on a bank holiday may be delivered the next working day unless otherwise stated.
When making a purchase from B&M Flowers operated by Prestige Gifting Limited, you are not entering into any contract that guarantees a set delivery time. During peak times, we reserve the right the extend our delivery times. Should we miss the specified delivery date during peak periods, but we still deliver the order, you will not benefit from a full refund. Any remedies are at our discretion and this does not affect your statutory rights.
We always attempt to deliver all orders to the address entered on the order page. It is essential that you provide a complete address including details such as the flat number, unit, room number, street address, postcode, and town. For areas that are difficult to reach, kindly contact our customer services and provide us with additional information. We are not able to deliver to PO boxes, airport terminals, or army bases.
The cut-off times for deliveries are 10 pm Monday to Friday, 5 pm on Saturday for Sunday deliveries, and 2 pm on Sunday for Monday deliveries. For cancellations, please refer to 1.1. The cut off for FREE Delivery is 4pm Monday to Friday only and is delivered by Royal Mail first class. Please note this is not a tracked service. There is a premium of £2.95 charged to upgrade to Tracked Next Day. Exceptions apply for Scotland, Northern Ireland and further reach areas.
Kindly note that in certain cases, the courier delivered products to Northern Ireland, Scotland, Islands, and difficult to reach areas might take an extra working day in transit.
Once you have placed your order request, you will receive an email to confirm your order details in full. It's important that you check these details as soon as you receive the email. If there are any amendments to be made, it's essential that you contact us right away. We are able to make amendments to delivery details for forthcoming deliveries. When checking for your email from our team, please check your junk or spam folder. If you do not receive a confirmation email, please contact our customer service department.
We are not liable should delivery fail due to the provision of incomplete or incorrect shipping information. This includes but is not limited to postcodes. It is the customer's responsibility to check that the information provided is correct.
When placing an order for a staff member or patient at hospital, it is important that you check that the hospital will accept flower deliveries. It is also important to provide us with the correct ward number of the recipient. Since hospitals may not always accept florist deliveries, we are not liable for instances where a flower delivery is refused by a hospital. Any remedies will be at our discretion. For any funeral deliveries, we require the order to be placed at least 24 hours in advance. Should the order be delivered to funeral directors, we require the name of the deceased as well as the time and date of the funeral.
If the flowers are signed for at a hospital, house, hotel, or reception, this is considered proof that the order was successfully delivered to the recipient.
This service is charged at a premium rate at £8.99 and is available for Tuesday to Saturday Delivery when ordered
before 2pm.
We deliver throughout the UK. However, there are certain delivery restrictions in particular areas. Though marketed
before 1pm there are exceptions with this service.
We deliver by 5.30pm the next working day in the following postcode areas:
AB30 - 39, 41 - 45, 51 - 56
HS1, 3 - 9
IV21 - 28, 40 - 49, 51 - 56
KA27, 28
KW1 - 3, 5 - 15
KW16 Stromness Town only
PA20 (0&9)
PA28 - 38, 41 - 49, 76, 77
PH15, 17 - 26, 31 - 40, 49, 50
ZE1
We deliver within two working days by 5.30pm to the following postcodes areas:
HS2
PA60 - 75, 78
ZE2, 3
We deliver within three working days by 5.30pm to the following postcode areas:
KW16 - non Town
KW17
PH30, 41 - 44
Saturday delivery
Some businesses won't accept Saturday deliveries, including:
Banks
Building societies
Travel agents
Jewellers
Post Office® branches
We can't guarantee Saturday delivery to Herm, Sark and Alderney
For non-delivery of your order please refer back to Section 4.1. In the event of non-delivery on the requested date
we will refund the delivery charge only.
When paying by apple pay - the tracking link may go to alternate apple email address
Our customer service team always aim to provide every customer with the best experience. Our team always aims to resolve enquiries quickly and efficiently. Our office hours are from 9 am to 5 pm Monday to Friday. Our office hours may extend during peak periods.
Our customer service agents treat all customers equally with the respect that they deserve. We expect the same courtesy to be afforded to our team. If any telephone call or email is considered abusive or offensive, the customer will not receive a reply and we may refer the communications to the appropriate authorities. We reserve the right to cancel any customer account should we consider the customer to be behaving in an inappropriate manner. Should our staff feel abused or threatened, the conversation will be terminated. Courteous interactions allow us to help our customers more effectively and efficiently.
We always do everything in our power to ensure that fresh bouquets are delivered to the recipient. At B&M Flowers operated by Prestige Gifting Limited, we deliver flower bouquets to every corner of the United Kingdom. Our goal is to ensure that the recipient is absolutely delighted when they receive their flower gift and we always do everything possible to ensure that the flower arrangements are perfectly arranged, transported with care, and delivered in perfect condition. Since our florists are only human, errors can sneak in from time to time. If this should happen, we always take the necessary steps to rectify the error and ensure absolute satisfaction.
If you are not 100% satisfied with your flower arrangement buying experience, please contact us and let us know. We appreciate all feedback and we always strive to offer the very highest level of service. Feel free to contact us via email and our customer service team will be happy to offer prompt assistance. No matter the concern or problem, we always do everything in our power to ensure customer satisfaction.
Our 100% satisfaction guaranteed applies only to the areas of our business over which we have direct control. It does not cover any actions of third parties.
Our 100% satisfaction guarantee does not apply to issues that are not directly under our control. For example, should a customer enter an incorrect or incomplete delivery address, if the delivery is refused by the recipient or hospital/business, should multiple delivery attempts be unsuccessful, transit delays, if we are awaiting missing details from the customer (i.e. inaccurate delivery information or missing address line). Kindly note that once flowers have been dispatched, we are not able to amend any order details.
Our courier delivered flowers are exempt from our 100% satisfaction guarantee as soon as they are collected by the courier and they are out of our direct control. Resends and refunds are at our discretion and we need to investigate such cases with our courier before taking any action. Due to the volume of the parcels sent with couriers, this can take up to 7 working days. This does not affect your statutory rights.
In the regrettable event of a non-delivery on the selected delivery date, kindly contact our customer service department so that we may review your order.
In the regrettable event of a late-delivery (more than 2 working days), B&M Flowers operated by Prestige Gifting Limited will refund you the delivery cost if delivery was upgraded. Some areas will require an additional working day in transit. Remote areas include the Channel Islands, Jersey, Shetland Islands, The Isle of Man, The Isle of Skye, the further reaches of Wales and Scotland as well as other islands around the UK. Deliveries might be early during peak events in order to ensure timely delivery.
Should your bouquet arrive in a poor condition, we will send out a replacement bouquet. Kindly note that proper care of fresh flowers ensure that your bouquet lasts as long as possible. We also request that a photo is sent to clarify the condition of the bouquet. All flower arrangements are delivered with care instructions included.
If, for any reason, we are not able to fulfil your order, we will refund the full amount or we will redeliver the arrangement at a later date and upgrade it to a greater value at no additional charge.
All flowers and colours are subject to availability, seasonal availability, and substitution. Any substitutions are either of equal or greater value as those initially intended.
Kindly note that balloons are matched according to an occasion. Balloons are subject to availability. Design and colour may vary but we always ensure that a suitable balloon is delivered with your order. All balloons are equal in value. Our displays of occasional balloons are strictly for illustration purposes and may not be the exact design you receive. Our Add-on balloon is priced at RRP £2.99 is a 4.5" inflated air balloon on a stick. The Valentine's bundle stick balloon design may vary but we guarantee that it will be a Valentine-themed balloon. The Mother's Day bundle stick balloon design may vary but we guarantee that it will be a Mother's Day themed balloon.
Our occasional cakes are suitable for vegetarians and they are handmade. Our cakes do contain alcohol. Kindly note that the cake icing designs are matched to the occasion provided at the time of the order. All cake designs are subject to availability. The colour and design may vary but we always do everything in our power to ensure that a suitable cake is sent with the order. The size of the box is 7.5cm x 7.5cm and 4.5cm deep.
In the rare occurrence of human error resulting in the wrong bouquet size being delivered, we will offer a refund for the difference in price. We may award a voucher for future use and any other compensation is at our discretion. This does not affect your statutory rights.
Should human error result in the omission of an 'add-on' (i.e. box of chocolates, bear, vase, cake, a bottle of wine, or champagne, etc) we will refund the amount paid for this omitted 'add-on' only. Any further remedy is at our discretion.
Kindly note that vases are subject to availability, design, and colour. All vases are of the same value. Vases illustrated on B&M Flowers operated by Prestige Gifting Limited may not be the design you receive.
If for any reason we deliver a bouquet that is not suitable for the occasion, we will send the correct bouquet to the recipient. This excludes bouquets that have had flowers replaced due to seasonal availability.
We ask that customers notify us within 48 hours of any problem with the order. Free items are a guarantee and you must notify us within 48 hours if the item was not included. Should this occur, we will send the free item to the recipient at the earliest available time. All compensation for order problems will be in the form of a partial or full refund against the original amount. Our office hours are Monday to Friday 9 am to 10 pm and Saturday 9 am to 5 pm. Correspondence will be handled within this time period.
Should we believe that any order is fraudulent, we reserve the right to cancel and refund the order.
UK next day delivery Monday to Saturday (Monday to Saturday deliveries via Royal Mail Tracked 24, DX Next Day, or DPD Next Day). Sunday deliveries are delivered by DPD via their tracked 24 services. The cut off for Sunday deliveries is Saturday 5 pm. Any orders received after this cut off time may not be dispatched in time and might be sent the following day. If we do not receive a response, we will make the delivery the next working day. Next day delivery is not guaranteed since they are fulfilled by a third party courier. We recommend placing orders before 4 pm if the delivery is to be made to these areas:
For items with product codes starting with PH, PW, LWG, CHAM, WHIS, SW, and WINE, the cut-off time is 5pm GMT from Monday to Friday. All times are listed in GMT
The deadline for next-day delivery of personalised cards is 6pm from Monday to Friday, considering the print process requirements. For Saturday delivery, the cut-off time is 4pm, ensuring delivery on Sunday or Monday. Please note that after this time, we can only cancel orders; no other changes can be accommodated. Cancellation S1.1 policy applies in such cases.
Normal delivery terms apply with Personalised Cards, see Section 4
If the card seems damaged or if you received the wrong card, please reach out to our customer service team to address and resolve the issue promptly.
We retain the right to cancel any personalized card if we have reasonable grounds to believe that its delivery could potentially cause harm to the recipient. Additionally, we reserve the right to cancel any personalized card order suspected of fraudulent activity.
We do not possess the rights to the artwork featured on our personalised cards. Royalties are duly paid to the respective artists. If you suspect any infringement of your artwork, please get in touch with our customer service team for assistance.
If you encounter any issues with your card, we kindly request that you report them within 2 days of delivery to facilitate prompt resolution. Our aim is to acknowledge your report within 2 days and resolve the matter within 28 days.
The above does not affect your statutory rights.
To establish an effective, equitable, and organised process for addressing complaints.
To ensure that all our customers, including those with disabilities and special requirements, have access to the complaints handling process.
To maintain customers updated regarding the progress of their complaint and the anticipated resolution timeframe.
To conduct quarterly reviews of complaints to enhance our customer service standards.
Upon receipt of a complaint, we will acknowledge your concern either by phone or in writing within 2 business days.
We'll ensure you stay updated on the progress of your complaint, any proposed actions, and the anticipated timeframe for resolution.
Our goal is to address complaints promptly, aiming to resolve them typically within 5 calendar days.
For complex complaints, resolution may extend beyond 5 calendar days. In such instances, we'll provide regular updates on progress and the expected timeframe for resolution.
We'll inform you of the outcome of your complaint, providing written notification if requested.
If you have any complaints, please reach out to our customer service team via phone or email. We'll strive to address any issues with our service promptly.
If you're unsatisfied with the response provided, you have the option to request Customer Service to elevate your complaint directly to senior management. If requested, we'll endeavor to arrange for a senior management representative to address the complaint at the earliest opportunity, subject to availability.
Upon resolution of your complaint, we will notify you within 5 business days. If you remain dissatisfied with our resolution and depending on the nature of your complaint, you may choose to refer the matter to your card provider.
Successful delivery is defined as any of the below:
We are not able to guarantee next day delivery in these areas - HS, KW, IV, PH, AB, DD, KY, FK, PA, EH, ML, KA, DG, TD, NE, CA, DH, SR, TS, DL, BT, LD, SA, CF, NP, EX, PL, TQ, TR, IOM, ZE, KW.
*We recommend placing orders before 2pm Sunday for Monday deliveries if the delivery address is in one of these areas - HS, KW, IV, PH, AB, DD, KY, FK, PA, EH, ML, KA, DG, TD, NE, CA, DH, SR, TS, DL, BT, LD, SA, CF, NP, EX, PL, TQ, TR, IOM, ZE, KW.
For any ordering queries, contact our advisors (Monday to Friday 9 am – 5 pm) via email [email protected]
B&M Flowers is operated by Prestige Gifting Limited
E Mill
Dean Clough
Halifax
HX3 5AX
Company registration: 5778485. VAT Registration: 124115363. UK Telephone: 0344 310 2263
