These terms and conditions (the “Terms and Conditions”) are the terms and conditions upon which Ann and Pams Florist make the APFlowers.co.uk website (the “Website”) available to you and any of our services which are accessible on or via the APFlowers.co.uk Website.

Ann and Pams florist 4 Cherry Tree Avenue Dover Kent CT162NL

These Terms and Conditions govern your use of the Website.

We guarantee the freshness of your flowers for 7 days from the date of delivery. However, exceptions apply to our summer and spring ranges which are guaranteed for a minimum period of 5 days

Certain flower and plant products may be delivered in bud to ensure longer life.

Some flower and plant products may be harmful or poisonous (lilies in particular can be extremely toxic to cats). If you require further information before submitting an order please contact us on 01304 202796.

All products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute with a product of equivalent value and/or quality without notice.

In the event that we are unable to supply all or part of your order (the product or any substitute product to you at all), we shall notify you as soon as possible and reimburse your payment in full no later than 30 days after the intended delivery/collection date.

Selected products are not available for same day delivery or other special delivery services. Further information regarding product availability and delivery options will be presented when placing your order.

Prices listed on www.APFlowers.co.uk are valid for a maximum of 14 days from the date of submitting your order.

Please note that from time to time, product and delivery prices on www.APFlowers.co.uk may vary to those offered in Ann and Pams Florist or via telephone ordering.

By clicking on the ‘Pay Now’ button at the end of the order process, you are consenting to be bound by our Terms and Conditions contained in these terms and conditions and appearing anywhere on the website.

Submitting your order is subject to our acceptance of this offer. We will send an email confirmation of your order details to advise that we are processing your order via the email address you provide. We will not consider ourselves bound by contract with you until we have issued this email confirmation. Prices listed on www.APFlowers.co.uk are valid for a maximum of 14 days from the date of submitting your order.

GENERAL

We will advise you of the first available delivery date for your chosen item when you place your order.

To avoid problems or delays with delivery, please ensure that you have included the full address details, including accurate postcode of the intended recipient and telephone number, together with your daytime contact telephone number or email address so that we can notify you in the event that any delivery problems are encountered.

Whilst we agree to use all reasonable endeavours to ensure that delivery will be on the requested delivery date or during the delivery period.  In very occasional circumstances delivery on the requested terms will not be possible, in such circumstances you will be given prior notice wherever possible and we shall either make alternative arrangements or reimburse your payment in full in accordance.

In the case of delivery to certain locations, where a third party is involved, such as offices, hospitals, funeral directors, airports, hotels, ships and other business locations, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to your chosen recipient.

Please be advised that some products are unsuitable for delivery to funeral directors, hospitals, airports or ships; please contact Ann and Pams Florist on 01304 202796 for more details.

Please be aware that our driver will deliver the goods to the address provided in good faith and we cannot accept responsibility if the intended recipient is no longer at that address and the receiver refuses or fails to return the item(s).

Please note that where our driver is unable to find someone to accept delivery, or unable to leave the delivery in a secure location, they will leave a card at the address for the recipient to make contact and re-arrange delivery. If the recipient fails to make contact in good time we reserve the right to charge for re-delivery to that or an alternative address.

In respect of orders for items from the ‘Funeral’ product ranges only, for delivery to funerals or funeral parlours, it is possible to select a preferred delivery time within the order process. Whilst every effort will be made to ensure your order is delivered prior to the time selected, no guarantee for delivery by the time specified can be given. To assist us in meeting your preference, please ensure your order is placed at least two working days prior to the preferred delivery time.

Before placing your order, please review delivery cut-off times and prices.

Please note that if you order a number of items for delivery to the same address, they may be despatched separately and we cannot guarantee delivery on the same day.

Please note deliveries to remote areas which are made by public transport (e.g. boat, plane) may not always be possible on your chosen delivery date due to circumstances beyond our control (e.g. bad weather, alterations to travel schedules etc). In the event that delivery on your chosen date and/or delivery time is not possible we will contact you as quickly as possible to make alternative delivery arrangements, or if you prefer cancel your order.

We shall not be liable for any failure to perform in our obligations where such failure is as a result of Acts of God (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labour dispute, strike, lockout or interruption or failure of electricity or telephone service.

FLORIST SUBSTITUTION POLICY

At A P Flowers, we take great pride in delivering stunning floral arrangements that bring joy to your special moments. To ensure the highest quality and timely delivery of your order, we have a Substitution Policy in place.

Why Substitutions May Occur

Fresh flowers are seasonal and subject to availability. While we strive to use the exact blooms and materials shown in our product descriptions, substitutions may be necessary due to:

• Seasonal availability of specific flowers.
• Unforeseen supply chain disruptions.
• The need to maintain delivery schedules.

Our Commitment to Quality

• Any substitutions will be made with blooms of equal or greater value to ensure the overall look, quality, and style of the arrangement are preserved.
• We will always prioritize matching the colour palette and design style as closely as possible to the original order.

Special Requests

If your order includes a specific flower or design element that is unavailable, we will:

1. Contact you promptly to discuss available alternatives.
2. Use our professional expertise to recommend the best substitutions while respecting your preferences.

Non-Floral Substitutions

For gift items like vases, baskets, or other add-ons, we may substitute similar items of equal or higher value if the original item is unavailable.

CANCELLATIONS

If for any reason you wish to change or cancel your order you can do so by calling 01304 202796 or emailing: info@apflowers.co.uk. Please give 48 hours notice before the requested delivery date.

We regret that you may not cancel an order for: (i) perishable goods once your order has been dispatched; or (ii) customised goods if, at the time you seek to cancel, the customisation process has begun.

You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

In the event you are not satisfied with the Ann and Pams Florist , please contact us on 01304 202796 and we will all do all we can to put the situation right, or, if you prefer, give you your money back.

Because of the perishable nature of most products and in order to assist us in resolving any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within 1 working day of the date of delivery or intended delivery of your purchase.

WEBSITE

Whilst we agree to use all reasonable endeavours to ensure that the Website is fully operational and error-free, we cannot guarantee this and therefore accept no responsibility for any defects and/or interruption of the Website and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Website impossible or impractical.

We exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Website, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient’s statutory rights in relation to the quality, fitness or description of the products supplied.

We shall not be liable for any delay or inability to perform our obligations to you if such delay is due to any cause whatsoever beyond our reasonable control.

We reserve the right to refuse an order if we believe your use of our service either directly or indirectly, is for any unlawful purpose, or, may cause distress or offence to any person.

Ann and Pams Florist understands that it is under a legal duty to supply goods that are in accordance with the contract.

Your access to the Website and Service may occasionally be restricted to allow for routine maintenance.

These terms and conditions operate in conjunction with general Terms & Conditions of the Website governing overall use and order placement. We are committed to protecting your privacy; further information is contained within our Privacy Policy.

If you have any queries please contact us using the contact details below:

• By email: info@apflowers.co.uk

• By telephone: 01304 202796

• By post: Ann and Pams Florist, 4 Cherry Tree Avenue, Dover, Kent CT16 2NL

FEEDBACK AND COMPLAINTS

Ann and Pams welcomes feedback about its products and services. Please contact us on 01304 202796 to make a complaint or suggestion, any feedback is helpful.

Ann and Pams Florist has a zero tolerance approach to customers who use abusive or threatening language and will take action to protect its in shop florists and, if deemed necessary, the police.