Terms and Conditions

Terms and conditions

By placing an order on this website or when calling our customer services team, you are agreeing to the following terms and conditions:

You must be over 18 years old to place an order for alcoholic products should and when The Florists wishes to offer them for sale. By placing an order, you confirm that you or the recipient of an alcoholic gift are over the age of 18.

Order Acceptance Policy

All orders received are subject to acceptance by Kelly's Flowers and we reserve the right to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received via the payment gateway method used to place the order.

All prices shown are inclusive of GST at the prevailing rate (at present 15%).

The cardholders statement and the payment record will show that the purchase has bee made from The Florist. 

Changes to your order

If you wish to change your order, please do so via 0800 898 910 or by the website or; email us at kellysflowers@gmail.com until such time as the ‘My Account’ area of Kelly's Flowers website is activated. We'll always do our best to make changes for you but; Please note that once orders have been 'assigned to by way of order placement' then it will be difficult to make changes that can be accepted.

For peak season (Valentine's Day and Mother's Day), we are unable to make any changes to any order placed.

Cancelling your order

Orders can normally be cancelled up to 48 hours before the intended delivery date. You can cancel your order via 0800 898 910.

For peak season (Valentine's Day and Mother's Day), we are unable to cancel orders.

Payment problems

Our website has a secure checkout (we use dps payment gateway, an extremely secure e-commerce
option), so we encourage you to place your orders online. However, occasionally, bank-related
payment failures occur that prevent us from accepting your order immediately.

Occasionally, card details that are entered correctly and backed by sufficient funds are not validated
because the card issuer is performing a random security check. If you receive a message telling
you that payment has not been validated, please contact our customer service team immediately to
ensure your order is delivered on time.

Owing to time differences, payments made out of office hours, or problems getting hold of you via
the contact details you've provided, we're sometimes unable to process a valid payment prior to the
requested delivery date. Although this delay is regrettable, it is outside our control and we cannot
offer any form of refund in these circumstances.


Flower availability and substitution

All floral products are subject to availability. In the event of any supply difficulties or if the flowers
we have received from our growers that are needed to make up your order do not meet our high
quality standards, we reserve the right to substitute any product with an alternate product of a
similar style and equivalent (or greater) value and quality. Please note that foliage and sundries
(including vases) may be substituted without notice.


Damaged flowers

Although we do our best to ensure that this does not happen, on very rare occasions, flowers
arrive at their destination damaged. If the recipient receives damaged flowers, please contact us
immediately so that we can arrange one of the following:
• a re-send on the next available delivery date, or
• a full refund

Refunds are manually transacted by us through our secure payment gateway and will appear on the cardholders statement with a reference to the original purchase.  The total amount refundable is for the purchase price of the products only and does not refer to any courier charges or relay transactions.  

Special offers

At our discretion, from time to time, we may offer products at discounted prices. These offers are
valid from the time that we introduce them to the end date of the offer and they cannot be used for
purchases before the offer introduction date or after the offer end date.
In the event that a customer has made a purchase and the price of the purchased product
subsequently falls or is discounted owing to a special offer, the price of the product at the time
of purchase shall 'prevail'. We are unable to offer special offer discounts for purchases that have
already been made.
As our special offers are contingent on the availability of products, we may change the terms of
special offers, or withdraw them altogether, at any time, and without prior notice.
We also reserve the right to offer different personalised special offers and promotions and it will
therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Customer and recipient personal information

To ensure that we can communicate effectively with both customers and recipients, it is very
important that you provide accurate personal information.
Please remember that we value your privacy and will never lease, rent or sell your private
information. At the checkout, we ask for the following personal information:

• Customer's email address
We use this information to provide a better customer experience by sending order
confirmations, dispatch confirmations and delivery confirmations. We will also use the
customer's email address in the event that we need to make substitutions. Please ensure
that email addresses are accurate.

• Customer's full name and address
We use this information for credit card validation and for direct mailing (only if you have
agreed to receipt of these mailings).

• Customer's telephone number (and mobile number)
We use this information to contact customers in the event of problems with the order such
as payment failures or delivery issues.

• Recipient's full name and address
We require this information in order to deliver the flowers you have ordered. It is vital that
the recipient's address is accurate.