Terms & Conditions

TERMS & CONDITIONS

 

INTRODUCTION

This page (together with any documents referred to, within it) tells you the Terms & Conditions on which we supply any of the products (Products) listed on our website - thatchandroses.com (our site) to you. Please read these Terms & Conditions carefully before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these Terms & Conditions.

INFORMATION ABOUT US

Thatchandroses.com is a site operated by Emily Lambert (we/I/us). We are registered in England and Wales as a sole trader under 'Mrs Emily Lambert' with our registered office at 33 High Street, Wilburton, Ely, Cambridgeshire, CB6 3RA.

ORDERING ONLINE

After placing your order, you will be sent a confirmation e-mail confirming the value of your order, which has been debited from your credit or debit card. If you have any queries regarding your order please contact us on 07500 877972 or send an e-mail to emily@thatchandroses.com. We will contact you by e-mail or telephone if we have any queries relating to your order.

AMENDING YOUR ORDER

If you wish to make any other changes to your order you may do so by e-mailing us on emily@thatchandroses.com or by calling us on 07500 877972.

PRICES

All prices for products on our website are inclusive of VAT at current rates. All prices, unless stated otherwise, exclude delivery. Prices are liable to change at any time. It is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. If a product's correct price is higher than the stated price on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject the order and notify you of such rejection. We are under no obligation to supply you with the Product at the incorrect (lower) price, even after we have sent you an order confirmation.

PAYMENT

We accept Visa (Credit and Debit), MasterCard, Electron, UK Maestro (International Maestro can be accepted for Internet transactions, if supported by MasterCard SecureCode) and Solo. All payments must be made in British Sterling (£). All credit and debit transactions are processed by either Stripe, Square or Barclays PLC depending on your preferred method of payment, so you can have full confidence that our online ordering service is secure. All cards are subject to validation checks and authorisation by the card issuer. We will not be liable for delays or non-delivery if, for any reason, your card issuer refuses to authorise payment. Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.

DESIGN AESTHETIC

Items listed as florist's choice are made to the same value as those orders but may differ in appearance due to seasonal availability.

Wedding Package flowers will be made to the same value depicted. However, substitutes may be made due to seasonal availability. Your chosen colour palette will be adhered to.

DELIVERY

We will send out goods according to the delivery day & time slot selected. The products will be at your risk from the time of delivery. We do not accept any liability for delayed deliveries caused by any third party or by fire, flood or mechanical breakdown. We do not accept any liability for incorrect postcodes or house names or numbers leading to deliveries to incorrect addresses.

CANCELLATION & REFUNDS

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. This excludes fresh flowers which cannot be returned. If there is a problem with your flowers, we require notification within 24 hours of receipt to allow us to investigate. A photograph could be required to support any claims. For fresh flower refunds please call on 07500 877972

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If your return is plants or flowers, you must contact us immediately on receipt and forward photographs to emily@thatchandroses.com

Additional non-returnable items:

• Gift cards
• To complete your return, we require a receipt or proof of purchase
• Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Wedding Flower Packages

By placing your ready Wedding Flower Package order with us you thereby agree to the following terms and conditions:

A full refund will only be accepted up to 14 days prior to the date of delivery. Any cancellations made after 14 days will be charged in full.

Changes and additions to your order can be made up 3 days prior the date of delivery. Any additional items must be placed through the website.

Postponements will only be accepted up to 14 days prior to the date of delivery. Once postponed, cancellations will not be accepted and therefore no refunds will be issued, postponed weddings can only be postponed further.

Any issues must be communicated to us directly by whoever ordered the flowers. We are unable to accept complaints on behalf of the customer.

If there are any issues with your flowers upon arrival, we must be notified immediately in order for the situation to be dealt with accordingly. We are unfortunately unable to provide refunds for any issues that we are notified about after the wedding day.

We recommend having your wedding flowers delivered on the morning of your wedding, we are unable to take responsibility of any flowers delivered more than 24 hours prior to the wedding.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at emily@thatchandroses.com

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at emily@thatchandroses.com and send your item to: 33 High Street, Wilburton, Cambs, CB6 3RA

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to:

33 High Street, Wilburton, Cambs, CB6 3RA

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Workshops

If you have purchased a workshop ticket or had a ticket purchased for you, we are unable to issue refunds within 14 days of the event.

Please email emily@thatchandroses.com to inform us. 

Subscriptions 

When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select. 

Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance. 

Some subscriptions may auto-renew at the end of their duration. If you don’t want to renew a subscription you can cancel it. 

If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there. 

Our returns policy above applied for returns and refunds.

All intellectual property rights concerning this web site including, but not limited to design, text, graphics, logos, images and other materials are owned by Thatch & Roses Flower Studio or the photographer who took them. No content, design or trademarks may be reproduced, copied, used, sold and/or duplicated without our prior written consent. 

ACCESS TO OUR SITE

We reserve the right to withdraw or amend our website at any time. In using our site you agree to accept and abide by all of our Terms & Conditions and act in accordance with the law. You may not alter, impair or interfere in any way with our web site. If you default negligently in any obligations set out in these Terms & Conditions (including our Privacy Policy) you shall be liable for all the losses and damages that this may cause to Thatch & Roses Flower Studio, our affiliates, partners or licensors. By placing an order through our site, you warrant that you are legally capable of entering into binding contracts and that you are at least 18 years old.