Terms & Conditions

Hello Flower: Our terms

1. These terms

These are the terms and conditions on which we supply products to you.

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.

2. Information about us and how to contact us

We are Hello Flower Florist and Gift Shop and our registered Address is 66 Hitchin Road, Arlesey, Beds, SG15 6SA.

You can contact us by telephoning 01462 621507, by writing to us at info@hello-flower.co.uk or 66 Hitchin Road, Arlesey, Beds, SG15 6SA

If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

When we use the words "writing" or "written" in these terms, this includes emails.

3. Our contract with you

Our acceptance of your order will take place when we tell you that we are able to provide you with the product at which point a contract will come into existence between you and us.

If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4. Our products

The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours.  Your product may vary slightly from those images.

5. Your rights to make changes

If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing for delivery or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

6. Our rights to make changes

Hello Flower reserve the right to replace any flower that may not be available on the day of the event.  In such cases flowers of a similar style and value will be used.

Full balance payment is due 4 weeks prior to your event.

Deposits are non-refundable.

7. Providing the products

Full balance of payments is due 4 weeks prior to your event.

The costs of delivery will be as told to you during the order process.

During the order process we will let you know when we will provide the products to you we will do or best to deliver products in a time that suits but this may not be possible during peak periods.

Prices may vary due to market fluctuation.

We are not responsible for delays outside our control. If our delivery of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.

If you have asked to collect the products from our premises, you can collect the products from us at any time during our working hours of 9:30 – 5:30 Tuesdays to Friday and on Saturdays 9:30 – 2:30.

If no one is available at your address to take delivery, we will leave you a note informing you of how to rearrange delivery or collection from our shop.

If you have asked us to install the products for you and we are not allowed access to your property or location as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result.

You have legal rights if we deliver any products late. If we miss the delivery deadline for any products then you may treat the contract as at an end straight away if any of the following apply:

we have refused to deliver the products;

delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

you told us before we accepted your order that delivery within the delivery deadline was essential.

If the reasons above do not apply or you do not wish to cancel the contract as, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

If you do choose to treat the contract as at an end for late delivery under clause 7.9 or clause 7.10, you can cancel your order for any of the products or reject products that have been delivered. After that we will refund any sums you have paid to us for the cancelled products and their delivery.  If the products have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this.

A small refundable deposit is taken when items are hired.  One the item is returned in good working order a full refund of the deposit is returned to you.

If any hired vases/items are damaged; these will need to be paid for in full or your deposit will be lost.

The product will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.

You own the products once we have received payment in full.   

Hello flower reserve the right to reclaim vases, pedestals or other hired sundries, not included in the total cost of the design.

We may need certain information from you so that we can supply the products to you and or install them for you. We may need to  contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (see clause 9.1) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result.

We may have to suspend the supply of a product to:

deal with technical problems or make minor technical changes;

update the product to reflect changes in relevant laws and regulatory requirements;

make changes to the product as requested by you or notified by us to you (see clause 6).

8. Your rights to end the contract

You may contact us to end your contract for a product at any time before we have delivered and you have paid for it, but in some circumstances we may charge you for doing this, as described below. Of course, you always have rights where a product is faulty or mis-described (see clause 10, "If there is a problem with the products").

If you are ending the contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided or have not been provided properly and you may also be entitled to further compensation. The reasons are:

we have told you about an upcoming change to the product or these terms which you do not agree to.

we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

there is a risk that supply of the products may be significantly delayed because of events outside our control;

you have a legal right to end the contract because of something we have done wrong.

9. Our rights to end the contract

We may end the contract for a product at any time by writing to you if:

You do not make any payment to us.

you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or

you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

10. If there is a problem with the product

If you have any questions or complaints about the product, please contact us. You can telephone our team at 01462 621507 or write to us at info@hello-flower.co.uk  66 Hitchin Road, Arelsey, Beds, SG15 6SA. Alternatively, please speak to one of our staff in-store.

If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you.

11. Price and payment

The price of the product (which includes VAT) will be the price set out in our price list in force at the date of your order unless we have agreed another price in writing. We take all reasonable care to ensure that the price of product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order.

If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product (including delivery costs) in full before the change in the rate of VAT takes effect.

It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount.

If you think an invoice is wrong please contact us promptly to let us know.

12. Our responsibility for loss or damage suffered by you

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the goods and for defective products under the Consumer Protection Act 1987.

We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13. How we may use your personal information

We will use the personal information you provide to us:

to supply the products to you;

to process your payment for the products; and

if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these communications at any time by contacting us.  

Liability is limited to replacement of the product.  No responsibility will be accepted for any consequential loss.