Terms & Conditions
TERMS AND CONDITIONS OF USE
By placing an order on this website, you are agreeing to the following terms and conditions:
This website is operated by Crystal Roses London. Throughout the site, the terms “we”, “us” and “our” refer to Crystal Roses London. Crystal Roses London offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least 18 years old.
You may not use our products for any illegal or unauthorised purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.
SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.
SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
SECTION 5 - PRODUCTS OR SERVICES
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.
SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
For more detail, please review our Returns Policy.
SECTION 7 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.
SECTION 8 - THIRD-PARTY LINKS
Certain content, products and services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.
SECTION 10 - PERSONAL INFORMATION
SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.
SECTION 12 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall Crystal Roses London, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, our liability shall be limited to the maximum extent permitted by law.
SECTION 14 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless Crystal Roses London and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
SECTION 15 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 16 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).
SECTION 17 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the United Kingdom.
SECTION 19 – CUSTOMER CARE
Our dedicated customer service team aim to provide you with the best possible customer experience. They aim to deal with all enquiries quickly and efficiently. Office hours are Monday – Sunday between 9.00am to 18:00pm (except bank holidays).
19.1 Equal Treatment
Our customer service team will treat all customers with respect and they deserve to receive the same. Any email/telephone call received, which may be considered offensive, abusive or harassing, will not receive a reply and we may refer it to the appropriate authorities. We reserve the right to cancel a customer account if we consider the customer is behaving in an inappropriate way. If a member of staff feels threatened or abused, the conversation will be terminated.
From time to time due to human error we may make mistakes, however we work hard to ensure that they are irregular instances. If you are unhappy with the service that you have receive from us, please feel free to contact us ASAP to allow us to investigate and resolve your dissatisfaction.
SECTION 20 – DELIVERY
20.1 - Delivery Expectations
The options for delivery, outlining the costs are listed on “shopping carts” page.
We will always attempt to deliver your order to the address that was entered on the order page. Please ensure that all shipping address details are entered correctly. Please note, we do not deliver to PO boxes, army bases, shipping ports or airport terminals.
After you have placed your order you will receive an email confirming the order details in full. It is important that you check that these details are correct, however if you notice an error after 24 hours of placing your order we ask that you contact us ASAP. We will not accept liability for delivery failure where incomplete or incorrect shipping has been provided. The onus is on the customer to check that the information is correct.
We advise that you check your junk box or spam for emails in case our mail appears there. If you do not receive this email you should contact customer services.
For same day delivery London (within the M25) only, the cut off is 12:00pm. Orders placed after this time may not be sent out for same day delivery but will be rescheduled for the next working day.
Please be aware that the carrier will deliver the goods to the address provided in good faith and we cannot accept responsibility if the intended recipient is no longer at that address and the receiver refuses or fails to return the items(s).
Goods delivered via third party services are generally despatched on the date of delivery.
20.2 Delivering to a hospital
We do not recommend delivery to hospitals, however if you choose to order to a hospital please remember when placing an order for a patient or member of staff at a hospital, it is important to check prior to purchase that the hospital/ward will accept florist deliveries. We are not liable for instances where a delivery is refused for a hospital order. Any remedy sought will be discretionary.
20.3 Confirmation of Delivery
All deliveries (apart from letter box roses) will need to be signed for, either at a house, hospital, hotel or reception, this will be proof that the order has been delivered successfully to your recipient. If the customer has requested for us to leave the delivery in "a safe place" or with a neighbour then Crystal Roses London Limited will not be held responsible any unfortunate circumstance that may occur once the roses are delivered.
Unfortunately we do not have a facility to track your order on our website. All nationwide deliveries via our couriers The Royal Mail and DPD Local can be tracked via there website, you will be send your tracking number the day before your scheduled delivery.
Please be advised Crystal Roses London Limited are not responsible for any order where the recipient refuses to accept the item. Crystal London Roses Limited will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item.
20.4 We deliver throughout London using either Crystal Roses London drivers or local courier companies.
20.5 All Nationwide deliveries (excluding London) are delivered via DPD Local and occasionally use Royal Mail Tracked guaranteed service.
20.6 Timed Nationwide deliveries (excluding London) are not available, however you will be given a 1 hour delivery slot by DPD Local via email or by SMS on the morning of your scheduled delivery.
20.7 For business, school and hospital addresses, Crystal Roses London accepts no responsibility for delivered items that are redirected to the mailroom, front desk or reception.
20.8 Crystal Roses London will not take responsibility for any failed deliveries due to no one available to sign for delivery or incorrect address information. Our delivery driver will attempt to contact the telephone number provided. Please note, our driver is unable to wait around for someone to arrive. If customer/ recipient advises to leave order in a safe place or with a neighbour Crystal Roses London will not accept any responsibilities for damage or lost items. Please note, if letterbox roses do not fit through the letter box, our driver driver will make attempts to check if someone is home or leave with a neighbour, as a last result we will leave the package as what we deem to be a safe place.
If DPD Local has attempted to deliver your order and there wasn’t anyone available at the property then you will receive notification from DPD Local advising this. Crystal Roses London cannot be held responsible if for any delays in delivery due to the recipient not being available to sign for the order. If customer/ recipient advises to leave order in a safe place or with a neighbour Crystal Roses London will not accept any responsibilities for damage or lost items.
Once a delivery attempt has been made it is the duty of the customer/ recipient to re-schedule the delivery with DPD Local, Crystal Roses London cannot accept responsibility for any delays in delivery after this point. Roses are perishable goods and would need to be treated in the right conditions to fully enjoy the freshness of the product.
20.9 Crystal Roses London can deliver to any address within the United Kingdom, but do not deliver to PO boxes and BFPO addresses or to The Channel Islands.
During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.
We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.
SECTION 21 – CANCELLATIONS
21.1 Cancelling your order
Orders can be cancelled 48hr prior to the specified delivery date by emailing firstname.lastname@example.org, stating your order number and reason for cancelling. Please note, once orders have been despatched we cannot cancel it due to the perishable nature of the product. We cannot cancel orders during peak events (such as Valentines, Mother’s or Father’s day) which can be processed four days prior to despatch. Once we have received your cancellation request we will confirm this cancellation via email. In such circumstances, if your card has already been billed, we will issue a full refund.
22.2 Changes to orders
We can make a change to an order with reasonable notice and before dispatch; once an order has been dispatched we cannot amend the order. For all changes please call the customer service team or email your request stating your order number clearly.
SECTION 22 – REFUNDS
Due to the perishable nature of all flower deliveries any complaints and refunds will be dealt with on a case by case basis. This does not affect your statutory rights.
22.1 Please note flowers may only be returned/replaced/refunded if the complaint is made within 24 hours of receipt, this may be made by telephone or email. If the order received was not what you ordered or is damaged, defective, or the delivery is of an incorrect quantity you must notify us within 24 hours.
We will not accept any requests for refunds when delivery has been completed and the recipient/ customer simply decides they no longer want the delivery for no valid reason. Some of our arrangements may be non refundable/ roses exchange only such as our 100 Rose bouquet due to the time spent making this arrangement.
If flowers are disposed without photographic evidence any remedy will be discretionary.
If we cannot make contact with the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non-delivery if we have tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary. This does not affect your statutory rights.
All refunds will be made within 14 days of receiving the returned item. Refunds are processed within 3 to 4 working days.
SECTION 23 – ALCOHOLIC GIFTS
Under the Licensing Act of 1964 (UK) and 1976 (Scotland) it is an offence for any person under 18 years to buy, or attempt to buy, alcoholic liquor.
It is an offence under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland) 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 of the United Kingdom via a licensed third party. For all licensing and supplier information please contact our customer service centre.
Alcoholic deliveries can only be signed for by an adult aged 18 years or older
SECTION 24 - FRAUD
If we believe any order to be fraudulent we reserve the right to cancel and refund that order.
SECTION 25 - OUR INFORMATION
Company details: Crystal Roses London Limited. Registered Address: Kemp House, 160 City Road, London, United Kingdom, EC1V 2NX. Company Number: 10644897.
SECTION 26 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.