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Delivery
Under normal circumstances, we will try to ensure that your order is delivered to the recipients address you provide. However, there are times when this is not possible due to problems with the address information that our customers provide or due to problems our drivers encounter when attempting to deliver the order. It is therefore very important that you ensure that the recipient address you provide is accurate, and that you give additional instructions to assist our drivers locate difficult-to-find addresses. It is also very important that you keep us informed if you find that the recipients address or availability changes prior to the order being delivered.
If you are unsure of the recipients address, we recommend using one of the following address lookup and validation websites:
http://www.whitepages.com
As we appreciate that receiving flowers is often time-critical, if we are unable to deliver your order to the recipients address, we will attempt to leave in a secure place on the recipients property. Where this is not possible, we will attempt to leave the flowers with a neighbour. If this is not acceptable, please ensure that you tell us when you place your order. If we are unable to deliver the order, we will attempt to contact you via telephone or email as soon as we attempt delivery. For this reason, it is very important that you provide this vital contact information. It is also very helpful to provide us with the telephone number of the recipient as this often makes it easier to resolve delivery problems when the recipient is not at home at the time of delivery.
In the event that we are unable to deliver the order to a correct recipients address that you have provided, we will attempt delivery the following day and refund the delivery charge associated with the failed delivery. We are not responsible for any other costs incurred by the customer due to failed deliveries.
If we are unable to deliver the order due to one of the following reasons:
- recipient was not in at the time of the original delivery
If you provide the recipients telephone number, we will try to contact them. If we are unable to, we will try to contact you and upon request will attempt re-delivery either that day, or where possible, the following day. At our discretion, we may ask you to pay a further delivery charge.
Deliveries to Hospitals
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.
Delivery to business addresses
If you wish to order flowers for delivery to a business address, we recommend that you use one of timed delivery services to ensure delivery is made within office hours.
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 customer services team.
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
- a full refund
Thank you for you order, and we hope Silver Lake Florist experience will be a pleasurable one.
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