Our Terms and Conditions

Orders

During order submission you shall be required to provide us with your personal details, including accurate postcode, together with those of the intended recipient and all necessary payment details. It is your responsibility to ensure that all details provided are accurate and we will take no liability for failure to deliver goods due to incorrect details being provided.

• We accept payment by most major credit and debit cards and via Paypal.

• By clicking on the 'complete order’ button on the Order Form, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing anywhere on the Online site.

• Submitting your Order Form is subject to our acceptance of this offer and we will not consider ourselves bound by a contract with you unless we have issued you a confirmation of order delivery by email. This is not the email sent on submission of an order.

Delivery

We cannot be held responsible for incorrect addresses so please provide a full postcode and any instructions that will help the driver. Please provide an email and/or daytime phone number for yourselves and a telephone number for the recipient. Same-day orders must be ordered before 11o'clock otherwise delivery will be the next following working day.

If the recipient is out when we deliver, we will leave the gift with a neighbour if they are happy to take responsibility for it. If this cannot be done we may leave in a secure, dry place such as a porch, shed or garage. (please advise when ordering if there are any safe places where the item can be left should nobody be home).

If the gift cannot be left it will be returned to the shop for collection or re delivery. A card will always be left through the door to advise the recipient of where the flowers have been left. If the recipient is physically unable to collect their flowers/plant a new delivery date will be arranged with the recipient at the earliest convenience

Cancellation

Due to the speed in which our orders are processed, we can only accept cancellations up to 24 hours prior to the requested delivery date. Please contact us by calling the shop (see our contact details page)

Refunds

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

• If you have a complaint relating to the quality of the product received, we will require a digital image to be sent to our email to assist with investigation of your complaint and to ensure a speedy resolution.

• We will consider refunds on a case by case basis, although refunds will not be given as a matter of course. An investigation into the complaint will be conducted and you will be notified in writing or via telephone of the outcome.

• Refunds will not be given for fresh goods that perish outside of 5 days following delivery - although the majority of our flowers will have a much longer shelf life than this; the lifespan of each piece will vary depending on the variety of flowers used. It is the responsibility of the recipient to ensure that correct care is offered to each piece to ensure longevity. Please follow the instructions on the care card provided with the flower gift.

Returns

In the event that you are not satisfied with the Online Service any complaints should be addressed to our contact details listed on the website.

Disclaimer
Whilst we agree to use our reasonable endeavours to ensure that this Online Site and/or the Online Service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the Online Site and/or the Online Service 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 Online Site and/or the Online Service impossible or impractical.

If you have any queries or concerns regarding any of our goods or services, please contact us prior to placing an order and we will be happy to assist

Weddings

These terms and conditions (the “Terms and Conditions”) are the terms and conditions upon which Solent Stems Florist (“we/us”) makes available to you, the event commissioner, any of our services. By paying the booking fee to secure your wedding flowers with Solent Stems you agree to the following terms and conditions.

Solent Stems Products and Services

All Solent Stems products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute a previously agreed ingredient or component within a design of equivalent value and quality without notice. This includes specific flowers/ plants and sundries that may not be available. I would stress that flowers and plant material are natural products and colours may differ/ be unavailable to those agreed but we will always make every effort to source products accordingly.

In the event that Solent Stems are unable to supply product, service or any substitute product or service to you at all, we shall notify you as soon as is reasonably possible and shall reimburse your payment in full.

All in person consultations will be made by appointment only. The initial consultations are complimentary. Once your wedding date is booked is available for contact by phone and email at any stage to answer any questions and queries you may have. Additional consultations in person are chargeable to cover time and travel.

Prices and payment

Prices listed within the Solent Stems service proposal will remain valid for 14 days from the date sent to you, the event commissioner. Prices in the proposal should be taken as a guide. Should the ingredients or components for the intended final design of the product or service rise significantly we shall notify you, the event commissioner as soon as reasonably possible and pass this cost on to said event commissioner.

A quotation for the cost of your wedding flowers will be sent out to you soon after your initial consultation. This is a guide price and will be subject to change following the detailed consultation to account for any changes you make nearer to the wedding day and reflect the market cost of the flowers at the time of ordering.

A maximum of 2 free consultations will be provided prior to making a booking for your wedding flowers. Additional consultations will be charged at £25 an hourly rate until your booking and deposit are received.

When a wedding date is booked we charge a £50 deposit. This saves the date. If, for any reason you decide to cancel your wedding this deposit is non-refundable. If you decide to postpone your wedding we will hold your deposit until your wedding goes ahead. The £50 deposit is subtracted from your final wedding invoice. Payment of deposit is an acknowledgement of our Terms and Conditions.

The final invoice for your wedding flowers will be issued to you after your order has been confirmed. Full payment for the product or service must be received prior to the event or service and no less than 1 month before the event. Solent Stems reserves the right to cancel any wedding flowers, if payment is not made by this date. We are not obliged to offer any compensation for inconvenience caused.

Once flowers have been confirmed, any subsequent changes made to a wedding order must be submitted in writing by the bride, groom or appointed acting party. Solent Stems will order your wedding flowers approximately ten to fourteen days before your wedding date, dependent on type of flowers chosen. You will not be allowed to make any significant changes after the order has been placed without additional fees. We will, however try to make small changes where possible to accommodate your needs.

3. Delivery

Solent Stems charges for travel at a cost of 45p per mile. For travel times over 60 minutes, a rate of £25.00 per hour, or part thereof will be charged in addition to mileage.

Incorrect personal details may lead to problems or delays in delivery, so before placing or confirming your order for a product or service, please ensure that you, the event commissioner, have provided full address and telephone details, including accurate postcode of the venue or agreed recipient and your contact telephone number or e-mail address so that we can notify you in the event that any delivery problems are encountered.

The event commissioner’s flowers will be delivered or set up at a time previously agreed between Solent Stems and you, the event commissioner. If for any reason we are not able to meet the delivery or set up time, the event commissioner will be notified as soon as feasibly possible.

Event set up

Solent Stems will personally deliver and set up your flowers unless otherwise agreed. For large events trusted freelance florists are brought in to ensure smooth and timely set up.

Solent Stems accept no responsibility for any damage caused by flames or lit candles at an event once we have left the wedding set up. Whilst Solent Stems can provide candles and candle vessels, it is usually the caterer and/ or venue staff that light them and we will not therefore be held accountable for any damage caused by them.

Where ‘set up’ and ‘take down’ at the venue is required, this will be charged at our hourly rate. Liability insurances and risk assessments are available at your venues request. When wedding flowers have been delivered we require a signature.

Removal of all flowers from the venue is your responsibility unless previously arranged and included in your quote.

Solent Stems accepts no responsibility for failure to collect, wear or use any arrangements for specific use by the bridal party, i.e. buttonholes or bouquets, once they have been left by our team at the relevant- and pre-agreed- venue. Any oversight to correctly collect and, for example, pin on buttonholes on behalf of the wedding party as a whole, or by an individual, remains the responsibility of said wedding party and/ or individual.

Solent Stems requires that we are the sole provider of floral arrangements and/ or fresh flowers and foliage décor. If you wish to add your own arrangements, please notify us. Please note, other than church flower teams, we will not work or partner with any other provider of floral décor for your event. This is non-negotiable.

Cancellation of the Solent Stems products or service

Cancellation of the Solent Stems products or service must be notified as soon as reasonably possible. Any booking fee paid will be retained regardless of the circumstances of the cancellation. As per term 2.2, we must receive full payment 6 weeks before the event. If you cancel your event within this time, after we have received payment from you, we will be unable to offer a refund, and will retain the full amount. Please see below for following timescales and refund amounts:

9 months or more before event date: Booking fee retained, no further payment required
6-8 months before the event date: Booking fee retained, and an admin fee of £150 required
3-5 months before the event date: Booking fee retained, and 50% of final amount payable
4 months – 6 weeks before the event date: Booking fee retained, and 75% of final amount payable
4 weeks up to event date: Booking fee retained, and full amount payable
Complaints about the Solent Stems product or service

In the event that the event commissioner is not satisfied with the Solent Stems product or service, any complaints should be addressed in the first instance, and within 1 working day of the delivery date, to:
Email info@solentstems.co.uk

Telephone 02394 313977

Because of the perishable nature of our products, the event commissioner will be advised upon delivery how to store/ care for your product and we ask that you fulfil this. Usually, the instruction will be to keep the product in a cool place, away from draft, heat or strong fumes and, if a bridal bouquet, in its water bubble, tissue paper or gift bag until usage.

Disclaimer- Ill health, Acts of God or adverse weather conditions

Whilst we agree to use our reasonable endeavours to ensure that Solent Stems is fully operational and error-free we cannot guarantee this. Acts of God, sudden ill health ( including Covid19) and adverse weather conditions may affect our ability to deliver the Solent Stems product or service. However, in cases of adverse weather we will remain in contact with the event commissioner in the lead up to the event and, if the event is out of season, we will discuss a contingency plan with the event commissioner. We have contingency plans for such occasions of sudden ill health. If is Solent Stems are unable to personally complete or deliver your event, then this will be completed by a member of our experienced freelance team or outsourced accordingly.

Props, styling and décor

Items hired or borrowed from Solent Stems(such as vases, containers, props) shall at all times remain the property of Solent Stems. You are responsible for the goods during the hire period from the time of delivery until the goods are accepted back into the possession of Solent Stems. All items must be returned in the condition they were delivered or a replacement fee for the item will be charged. The hire period for all goods supplied by Solent Stems will be variable and agreed prior to your wedding day, along with details for return/collection.

General

We reserve the right to supplement and amend the Terms and Conditions of Solent Stems product or service from time to time. We will inform the event commissioner of any changes to the Solent Stems terms and conditions. If you do not sign and return a copy of the Terms and Conditions as listed herewith; by the act of paying a booking fee you are proceeding with the booking and entering into a contract and therefore agree to these Terms and Conditions.

Additionally, we reserve the right to suspend, restrict or terminate Solent Stems products or services for any reason at any time.

Any mock bouquets made for you, along with any designs, sketches and photographs of our work we allow you to view and/or take away with you are subject to copyright laws (The Copyright, Designs and Patents Act 1988) and therefore you are not permitted to show them to, or allow them to be copied or used by any other florist or floral designer without the express consent of Solent Stems If you choose not to use Solent Stems to provide your wedding flowers, any designs, sketches and photos must be returned without being copied.

PHOTOGRAPHS: Solent Stems reserves the right to take photographs of flowers and the setting prior to the wedding which may be used for promotional purposes. For any queries with the terms and conditions please contact us at info@solentstems.co.uk