Liverpool Florist - Penny Lane Returns Policy
Under normal circumstances, we will try to ensure that your order is delivered to the recipient's address you provide. However, there are times when this is not possible due to problems with the address information that our customers provide or due to problems our drivers encounter when attempting to deliver the order. It is therefore very important that you ensure that the recipient address you provide is accurate, and that you give additional instructions to assist our drivers locate difficult-to-find addresses. It is also very important that you keep us informed if you find that the recipient's address or availability changes prior to the order being delivered.
If you are unsure of the recipient's address, we recommend using one of the following address lookup and validation websites:
As we appreciate that receiving flowers is often time-critical, if we are unable to deliver your order to the recipient's address, we will attempt to leave in a secure place on the recipient's property. Where this is not possible, we will attempt to leave the flowers with a neighbour. If this is not acceptable, please ensure that you tell us when you place your order. If we are unable to deliver the order, we will attempt to contact you via telephone or email as soon as we attempt delivery. For this reason, it is very important that you provide this vital contact information. It is also very helpful to provide us with the telephone number of the recipient as this often makes it easier to resolve delivery problems when the recipient is not at home at the time of delivery.
In the event that we are unable to deliver the order to a correct recipient's address that you have provided, we will attempt delivery the following day and refund the delivery charge associated with the failed delivery. We are not responsible for any other costs incurred by the customer due to failed deliveries.
If we are unable to deliver the order due to one of the following reasons:
Recipient was not in at the time of the original delivery
If you provide the recipient's telephone number, we will try to contact them. If we are unable to, we will try to contact you and upon request will attempt re-delivery either that day, or where possible, the following day. At our discretion, we may ask you to pay a further delivery charge.
Deliveries to Hospitals
Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. This means that we sometimes are unable to deliver orders for customers at a very emotional time. However, many of these problems can be resolved by ensuring that we have accurate and up-to-date information about the ward that the recipient is in.
It is particularly important that you provide the full name of the recipient of the order as there can be several patients with the same name and this can lead to delivery issues that are out of our control.
Delivery to business addresses
If you wish to order flowers for delivery to a business address, we recommend that you inform us of the business operating ours to ensure delivery is made within office hours.
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. Where this is necessary, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our customer services team.
If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept the substitution.
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 a re-send on the next available delivery date
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 a product falls or is discounted due 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 often made available due to 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.
At the checkout, we ask for the following personal information:
customer 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 full name and address - we use this information for credit card validation and for direct mailing (if you have agreed to receipt of these mailings)
customer 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 problems
recipient full name and address - we use this information in order to be able to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.
recipient telephone number - we use this information to contact the recipient in the event of a problem delivering your order. We will not contact the recipient under any other circumstances.
Thank you for you order, and we hope your Penny Lane Flowers experience will be a pleasurable one.
Calls to our customer services team from mobile phones and abroad
We provide freephone telephone numbers for our customer services team. These numbers are free to call from a UK landline. However, calling these numbers from a mobile phone or from abroad may incur charges. Whilst convenient, mobile phones can be expensive to use and you should note some service providers charge for calls to free phone numbers (and this is outside our control). We regret that we cannot reimburse any telephone costs incurred when using mobile phones or when calling from abroad. It is therefore recommended that a landline phone be used wherever possible when calling our customer services team. Alternatively, contact us via email, live chat or our 'call me back' service.