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Substitution Policy

416-Flowers makes sure to deliver exactly what you order. Occasionally some flowers may not be in season or may not be available. If this is the case, we will substitute with a similar flower of equal or greater value. We will maintain the integrity of the colour scheme, and do our best to preserve the look and feel of the arrangement that was originally ordered. If a container, balloon, teddy bear, etc. is not available, we will substitute with a similar item of equal or greater value. We ensure great care and attention is given in the preparation of all of our orders.

Delivery Policy

(3) Methods of delivery

You might have a single method of delivery, you might have many. Typical examples include:

standard delivery;
express delivery;
next day delivery; and
international delivery.

Customers may have a choice amongst the methods. The choice of method may, however, be conditioned by the place of delivery and/or the types of products purchased.

(4) Places of delivery

Will you deliver anywhere in the world (the Outer Hebrides? Timbuktu? Antarctica?), or to a more limited range of destinations?

Deliveries will be at the mercy of local postal services; don't promise what they can't deliver.

(5) Delivery charges

If the charging structure for deliveries is relatively straightforward, then it's best to set it out in full in the policy. Customers like to know what they're going to pay! If the charging structure is too complex to describe in full, you should describe the principles underlying the structure, and perhaps give examples of the delivery charges due for particular sets of circumstances.

If you are VAT registered, VAT may be payable upon your delivery charges. The general rule is that VAT will be payable on delivery charges where it is payable on the product price. You should take advice on this from your accountant or tax advisor.

(6) Problems

Problems associated with the delivery of products - whether caused by the seller, buyer or another person - can be dealt with either in T&Cs of sale or a legally-enforceable delivery policy.

Typically, a seller will re-deliver as soon as practicable in the event of a problem cause by the seller or the shipping company, but will reserve the right to levy a further delivery charge in the event that the problem was caused by the buyer.

(7) Tracking

If your customers are able to track their packages, you should provide details of how to do so in the delivery policy.

(8) Customer obligations

If the customer has any particular obligations in relation to deliveries, for example they must receive deliveries in person or sign for them, then these can be specified either in the T&Cs of sale or, again, in a legally-enforceable delivery policy.