Rainbow Flowers & Gifts (“Rainbow”) – Terms and Conditions of Sale

Rainbow Flowers & Gifts is a trading name of Rainbow Gifts Limited and shall be referred to as “Rainbow” throughout these terms and conditions.

Placing your order

Orders can be placed securely on-line, or by post or telephone. Our call centre opening hours are 8.00am – 8.00pm 7 days week. Opening times may be reduced during quieter periods and the offices will be closed for most public Bank holidays.

Payment is accepted by cheque and most major credit and debit cards. Full payment will be debited at time of order. All credit/debit card payments are subject to validation checks and authorisation by the card issuer. If the card issuer refuses to authorise payment we will not be liable for any delay or non-delivery of your order. Referred cheques may result in your order being suspended. Should there be any problem with payment we will try to contact you for further instructions.

We recommend you obtain the full recipient postal address before ordering. We cannot accept liability for incorrectly addressed orders. Unfortunately we are unable to deliver to PO Box addresses.

Delivery

You will be asked to select a preferred delivery date when you place your order, however delivery on these dates cannot be guaranteed. You will be advised at the time of placing your order if your chosen delivery date is not possible. Some products may be offered with enhanced delivery services which will be made clear at the time of placing your order. Please note that not all products are available with all delivery services, or to all destinations. If several items have been ordered, whether to different or same addresses, these will be despatched separately and therefore not always arriving on the same day.

If the recipient of your gift is unlikely to be home to take delivery, we are happy to include a short message on the address label with instructions for the postman: for example, if out please leave in porch. Please provide these special instructions at time of placing your order. Please note that we cannot guarantee, nor be responsible for, non-compliance with your instructions. We cannot accept liability for non-delivery for reasons including: recipient not available; not collected from delivery agent; address not accessible.

Although we will always do our best to deliver on the date requested there will be occasions when this is not possible due to circumstances beyond our control, such as adverse weather conditions.

Availability

All products are subject to availability. We endeavour to ensure our stock levels are adequate for the anticipated demand but in the unlikely event of demand exceeding supply, we reserve the right to send a similar product of equal or greater value. This excludes fragrance products. If we are unable to supply your chosen fragrance we will contact you for further instructions. We undertake to supply products as featured, but occasionally colour, baskets, pots and decorations may vary.

Refunds

If you have reasonable cause for dissatisfaction with any aspect of your order, it may be returned to us immediately for a full refund. Items should be sent to: Rainbow Flowers & Gifts, The Channel Express Building, Longue Hougue Lane, St Sampson, Guernsey, GY2 4LN.

Please include a covering note stating that you require a refund and why.

Refunds are not applicable for personalised items. Refunds will not be issued for fragrances or chocolates unless returned unopened, in the original packaging. Free proof of postage can be obtained from your local post office at the time of returning your order. We will not accept liability for non-receipt of returned orders unless proof of postage is supplied. Refunds are only payable to the original purchaser of the gift.

Product care

For living plant or flower gifts, it is not uncommon for some discolouration of the foliage to take place whilst in transit. Rest assured that foliage will return to its normal, healthy colour within a few days of unpacking and once placed in natural light. Follow the care instructions supplied with all our live products for maximum performance.

Postage & Packaging

Unless otherwise stated all selling prices quoted are inclusive of reasonable postage and packing. We make a nominal charge for picking and processing orders. All such P&P charges are shown separately and added automatically to your shopping basket.

Customer Care

We promise to provide the best products and level of service that we can. Our Customer Care team is there to assist you on the rare occasion you may encounter problems.

If you have a complaint relating to the quality of goods, or our service, please follow these simple guidelines which will help us to resolve the issue to your satisfaction:

By email: cs@rainbowflowers.co.uk

Please provide as much information as possible to allow us to deal with your enquiry in the most appropriate manner. Your postcode and customer number is always helpful. Our customer care team aim to respond to all enquiries within 3 working days, although at peak times it may take us a few extra days to respond.

By telephone: 0844 557 8090

When you call please have your customer number to hand. At peak times of the year our telephone lines are very busy, particularly early-mid morning. We appreciate that it is frustrating being kept on hold, but we ask that you remain patient and calm until an operator becomes free to deal with your call. You may find it more convenient to call back later in the day when the lines are less busy. We take all comments seriously and appreciate your time and effort in bringing matters to our attention.

By post: Rainbow Flowers & Gifts, PO Box 859, Poplar Lane, Ipswich IP1 9LT

Please mark your envelope ‘Customer Care Dept’ to distinguish your correspondence from orders. Please write legibly and provide us with as much information as possible to allow us to deal with your enquiry in the most appropriate manner. Your customer number is always helpful. The Customer Care team aims to respond promptly and efficiently to enquiries, and within 4 working days of receipt.

Liability of Rainbow

In accordance with the established custom of the trade, our liability is restricted to the purchase price of the item ordered.

Despatch of the product by Rainbow Gifts Limited t/a Rainbow Flowers & Gifts constitutes acceptance of the order by Rainbow Gifts Limited, t/a Rainbow Flowers & Gifts.

Your contract for supply of goods is with Rainbow Gifts Limited t/a Rainbow Flowers & Gifts, The Channel Express Building, Longue Hougue Lane, St Sampson, Guernsey, GY2 4LN.