Terms and Conditions for Sophie Flowers
These Terms and Conditions form the basis of the contract between Sophie Flowers and our customers. Please read our Terms and Conditions carefully before placing an order or submitting any forms. By placing an order or submitting an enquiry form, you acknowledge that you have read, understood and agree to these Terms and Conditions in full.
Please refer to our Privacy Policy for more information on how your personal information will be used.
Our Shop terms and conditions are further down.
WEDDINDS, EVENTS & BRAND PARTNERSHIPS
Using Contact Forms for Weddings, Events or Brand Partnerships
You can submit an enquiry for all of the above by filling out a contact form or wedding form. Our Privacy Policy remains the same.
1) Products and Services
1.1 The client is entitled to two consultations. One initial consultation which can be conducted either in person, by video call, or by phone call, whichever method deems most suitable for both parties. The second consultation will be conducted 4-6 weeks prior to your event date before the final payment is due. Once your date is booked, Sophie Flowers is available for contact by email at any stage to answer any queries you may have. Additional consultations in person are chargeable to cover the cost of time and travel if necessary.
1.2 In the event that the client is not satisfied with the service or product provided by Sophie Flowers, any complaints should be addressed in the first instance and within 24 hours of the delivery time, by phone or email.
1.3 The client will be advised upon how to store and care for their flowers, and we ask that you fulfil this. We instruct that you keep flowers in a cool place, away from draft and heat and that you leave your flowers untouched until ready to use.
2) Cancellations
2.1 If the client has paid the total amount but the event is cancelled for any reason, the balance of 50% will be refunded to the client. Please note that consultations, mood boards and other elements of the quote are charged separately, and these services are typically supplied at an earlier stage during the event process and are therefore, non-refundable. The client must notify Sophie Flowers of any cancellations in writing via email as soon as possible. However, if the client’s event is cancelled within 4 weeks prior to the agreed event date, regardless of the circumstances, the client will not be entitled to any refund.
2.2 Should the client’s event date change for any reason, please contact Sophie Flowers as soon as possible to see if an alternative date is available. In the event that an alternative date is not available or the cancellation is past the 4 weeks before the event, the cancellation policy above still remains.
3) Amendments/Substitutions
3.1 Should the client wish to make any amendments or add any additional products, these will be charged for accordingly outside of the initial quoted invoice by Sophie Flowers.
3.2 Should any flower or product price significantly increase, the client will be notified as soon as possible, Sophie Flowers reserves the right to pass on any new costs.
3.3 In the event of any supply difficulties, the client will be notified, we reserve the right to substitute any flower or product with a design of equivalent value and quality.
4) Hire of Equipment/Liability
4.1 Should the client hire any flower vessels, props or mechanics at the event venue belonging to Sophie Flowers, these are on a ‘hire only’ agreement and remain the property of Sophie Flowers. The client agrees to reimburse Sophie Flowers the full cost of any material loss or damage caused to hire items at the venue.
5) Event set-up
5.1 Sophie Flowers will personally deliver and set up your flowers unless otherwise agreed. Once left at the relevant and pre-agreed venue, Sophie Flowers accept no responsibility for failure to collect/wear/use any flowers.
5.2 Sophie Flowers accepts no responsibility for any damage caused by flames or lit candles. Whilst we can provide candles and candle holders, it is usually the venue staff that light them, and we will therefore not be held accountable for damage caused by them.
6) Limited liability
6.1 Whilst we agree to use our reasonable endeavours to ensure that our services are fully operational and error-free, we cannot guarantee this. In the event that we are unable to deliver a service or product, we will remain in contact with the client. We accept no responsibility for Acts of God, sudden ill health, and adverse weather conditions. If such events take place which are out of the control of Sophie Flowers and as a result, we are unable to deliver a service or product, we will cover the costs of any substitute event flowers required for the day, only up to the total cost of the flowers originally purchased. Please note that an invoice is required.
6.2 If substitute flowers are not sourced, Sophie Flowers can only offer a refund of any part of the quote which was not supplied. Please note that consultations, mood boards and other elements of the quote are charged separately, and these services are supplied at an earlier stage during the event process and are therefore, non-refundable.
6.3 The client confirms that they have read and understood the terms and conditions outlined above in this floral agreement and agree to be bound by them for their event flower booking.
SHOP
Placing an order
You can place your order online and you will receive a confirmation email which details your purchase, the price and your billing and/or shipping address. If the information that you have entered is incorrect, you must contact us immediately and within 24 hours to amend, we can never guarantee that we can fulfil amendments, so check your information is correct.
We have the right not to accept an order for any reason.
Item Description and Pricing
We display the colours and images of the items we sell as accurately as we can. However, we cannot guarantee that this is a true reflection of the item you will receive as it can look different on various screens and devices. Our prices are displayed on the site in GBP. The final purchase price will be calculated at checkout when delivery costs are added.
Payment
Payment can be made via all major debit and credit cards. You can also pay with Apple Pay or Google Pay. Your payment will be processed securely, and the amount will be taken as soon as your order has been placed.
Delivery
Your purchase is delivered via DPD and must be signed for, which confirms that your order has reached you securely. It is important that the shipping address you provide is correct, as we will not be held responsible for parcels which may go missing. We aim to dispatch all orders within 24 hours of taking payment, however some items are made to order and so require extra time to make, this could be up to 14 days after purchase. Any potential custom delays with the delivery service are outside our control.
Returns and refunds
Fresh and dried flowers along with wreaths are non-returnable.
If for any reason your purchase is unsuitable you have 14 days from the date you received your purchase to return it and obtain a refund. You must send your order back at your own cost, in it's original packaging, secured well. We are not held responsible for returns that go missing and reserve the right to refuse refunds that are poorly packaged. Your return will be processed as soon as possible.
Faulty Items
Fresh and dried flowers along with wreaths are non-returnable.
Please notify us within 24 hours of receiving your purchase if an item is deemed faulty via email at sophie@sophiesflowerdiaries.com
After inspection, we will offer you a refund, replacement or a discount.
Liability
For Weddings, Events and Brand Partnerships there is separate liability. Nothing in these Terms and Conditions excludes are own liability.
Complaints
If you have a complaint about our items or service, please email sophie@sophiesflowerdiaries.com