Delivery

 

We are currently offering the following delivery services however delays out of our control are likely during the Covid-19 pandemic.

  • Standard UK courier delivery 
  • Hand delivery within 10 miles of our Kent studio (further afield quoted for by contacting us)
  • Limited Express/ Next day services available (subject to stock & delivery postcode) please Contact us before placing your order (POA)
  • Royal mail recorded delivery & special delivery

Some of our more delicate floral designs displayed on our website (such as the Queeb-B, Minnie Mouse Arranagement & giant 70cm rose bears) are for hand delivery by our own team. We provide an A+ hand delivery service including; even more luxurious gift wrapping & box, extra careful handling, the name & registration number of your driver & vehicle registration, a dedicated mobile number for your driver, GPS updates when your driver is on route, a 1-2 hour delivery window (subject to how far away you are we can usually pin point a more accurate time on the delivery day), confirmation text/ email &/ or door step photo once delivered.

 

For courier deliveries we use our trusted TAPA approved courier (DPD Group) they will provide you with a 1 hour time window once their scheduling is completed which is usually the evening before delivery around 7pm or first thing on the day of delivery this will be sent to either the email address provided at checkout or your mobile phone as a text message. Please ensure you enter your correct email and mobile at checkout for this delivery time to sucessfully reach you. In addition we will send you a dispatch email and the tracking information so you are always kept up to date and know when your parcel is arriving. Should you receieve your dispatch email from us but not receieve an email from DPD please contact us and we will resend this information from them to you.

Refused courier deliveries

Refused deliveries are chargeable as a second delivery attempt at the standard delivery rate. In the event an item is returned to us by the courier either as refused or after more than one attempt we reserve the right to deduct delivery charges from any refund due. Refunds are at managements discretion and any making charges, material costs and delivery charges will be deducted from any refund due to the customer. This forms part of our terms of purchase. 

Where the customer selects no specific delivery date at checkout we will dispatch in line with your chosen shipping method (ie. within 3-5 working days Monday to Friday for standard delivery and next day when express selected and ordered before 11am* and subject to availability) the next working day. We do not dispatch by courier or count Saturdays or Sundays as working days. While every effort is made to deliver to you in good time all delivery services where a third party is used services are offer in good faith and Forever Flowers cannot be held responsible for delays by couriers outside of our control. Please refer to our FAQ's & T&C's page for full info before making your purchase.

We strongly recommend if your order is for a special date eg. a birthday or anniversary extra time is allowed of 2-3 days. 

By making a purchase through us (Forever Flowers UK or Forever Flowers Home) either directly through our website, by text/ whattsapp, in person or by telephone you agree to our FAQ's & T&C's which can be found here. Forever Flowers or third parties do not accept liability for items lost or stolen from 'safe place locations'. In the event you are not home at the time of the pre-notified delivery time our couriers will leave in a safe place or with a neighbour. Please note this is their default procedure as instructed by us to ensure you receive your order on the day requested and that it isn't retruned to the depot as our couriers do not offer re-delivery on the same day. If you would like to opt out of this default procedure you must change the default via the email sent to you by them informing you of their delivery time - regretfully we are unable to do this on your behalf. You can leave a special instruction, nominate a neighbour, request a new date etc all via DPD's link. All our items are photographed pre-wrapping, pre-shipping and the outer shipping box to confirm condition throughout transit. Any breakages, loss, non-delivery or damage must be notified to us strictly within 24 hours of its deluvery due date, in writing by email to hello@foreverflowersuk.com. Should there be any visible damage to your delivery before opening we can only accept a liability claim if your delivery is clearly photographed or videoed before opening. We recommend in the unlikely event you see damage to your parcel you either refuse the delivery, call us prior to the delivery driver leaving or sign as 'unchecked' and contact us immediately otherwise we will be unable to make a damage claim on your behalf. DPD investigations regarding damage, loss, refusal etc take 7 working days and we are unable to refund or replace items before this time. In the event we attempt delivery by hand and no one is home where possible we will do our best to get back to you the same day however third attempts become chargeable.

 

International VAT, duty, customs fees & import charges

Where we are able to ship to international destinations, including parts of Ireland the customer will be responsible for any importing fees or customs charges. The customer confirms this by placing an order. All international orders are classed and marked up on customs paperwork as 'DDU' or delivery duty unpaid. This term indicates that Forever Flowers is only responsible for shipping/ sending the product, and that the customer is responsible for paying any import costs to the shipping carrier, such as VAT, duties and clearing fees, upon delivery. Some shipping carriers charge additional fees for collecting duties upon delivery if the duties haven't been paid up front. Therefore, using the DAP (or DDU) incoterm might result in additional charges to the customer. DDU is applicable by whichever delivery method we use (ie. parcel force, dpd, royal mail)

Items sent by Royal mail

Tracking details of all our items are emailed to our customers the day ebfore advising you your item has been dispatched and is on route to you. Items sent by Royal Mail that are undelivered, lost or dispute investigations take 21 days until which time we are unable to offer a refund or replacement. We are unable to garantee a specific delivery date with items sent using Royal Mail services. For potentially 'lost' or any kind of delivery dispute we are unable to open a dispute with Royal Mail until 21 days from despatch have passed. Please be advised that until this time period has elapsed we are not able to send out replacement items or issure refunds. It is Royal Mail's responsibility to complete delivery and we are unable to replace or refund items until the full 21 day period has elapsed.

Delivery address exclusions -

We regret we do not currently deliver to: large commercial premises, PO boxes, Doddle collection shops or similar, universities, student accommodation campuses, army Baracks, APO's or airports. However we have certain ways around some of these delivery exceptions please telephone our studio prior to placing your order on (01959) 509 541

DPD Customer Services (0121) 275 0500

For DPD full delivery terms and conditions click here >> DPD delivery terms.

We also deliver within the UK at weekends. Please ensure you select weekend delivery supplement at checkout. If you select standard delivery at check out but select a weekend date from the calendar we will ship to you the next working week day (Monday - Friday).

In the event your order is returned to us as 'unsuccessfully delivered' for any reason we will charge a re-delivery fee payable before a second attempt will be made. 

Express Delivery

Subject to stock, we offer an express delivery service (occasionally same day or next day service) when ordered before 11am, please contact us by telephone to discuss your requirements.

Orders are not processed on national bank holidays or Sundays. These will be processed the next working day. Delivery times are quoted in good faith and we cannot accept liability for any expenses or other costs incurred due to failed or late deliveries. 

*Poscode restrictions Map of London deliveries - we deliver anywhere on this map plus Kent.

Reporting any breakages or shortages.
Any breakages or shortages must strictly be reported to us in writting within 24 hours of delivery to hello@foreverflowersuk.com Please include your order number & photographs of any damages. Any pre-authorised returns must strictly arrive back to us in our own shipping box and packaging, using all wrapping as sent and in the same method used. If you require any help doing this we are able to arranage a facetime call to talk you through. Any lost packaging can be sent to you at cost. Please note all items are carefully photographed at each stage of wrapping before dispatch. In line with our terms & conditions of making a purchase through Forever Flowers, howsoever made, any returns recieved not in thier original shipping box or gift wrap packaging will be returned to you & no refund issued. Please note all returns are opened under video conditions. We are only able to refund to your original payment method and refunds are processed within 1-2 working days of receipt. 
What if i'm not home when you try and deliver?
If your order is not local to us we will use our TAPA approved courier - DPD. They will advise you a 1 hour slot for your delivery time in advance by email. Forever Flowers will provide you the tracking number and the website to track your order too and let you know when the order has left us. From the couriers email you are able to nominate a change to; the delivery date, time, location, address. (although we recommend not changing the address on the day as it is unlikely DPD will be able to still deliver to you same day as their routes are pre-planned). If you are not home when DPD have advised the delivery will happen they will first try a neighbour and then leave in a safe place location. If you are not happy for this to happen please change the delivery option contained within your time slot email to nominate your alternative preference. Forever Flowers is unable to accept responsibility whatsoever for loss, theft or damage if you do not change the email default and are subsequently not in. In the event we are delivering to you ourselves by hand and no one is home our drivers are instructed to call your contact number given on your order form. Drivers will then telephone the office who will also try to call you. Drivers are instructed to wait a maximum of 10 mins before moving onto thier next daily delivery. We will always obtain proof of driver attendance. Please note we will not leave your flowers with a neighbour/ in a safe place unless we have your express written instruction in advance of delivery. We will firstly contact you by telephone and email from the delivery location to try to obtain your further instructions and can sometimes* reroute our drivers (within reason) to a new location the same day (excluding busy periods such as black friday sales, valentines, mothers day, christmas periods, new year, mothers day). *subject to their delivery schedule for that day. After this a new delivery date becomes chargeable at our normal delivery rate. Please note we strictly do not offer refunds on flowers if you are not home when we pre-advise delivery is & havent been advised you will not be home.
How long will my order take?
Our cut off time is 11am. After 11am your order will be processed on the next working day. Working days are classes as Monday to Friday, excluding Saturday and Sunday. 
Our checkout process includes a handy calendar which you can choose your delivery date up to a year in advance. If you do not select a date but choose for example 'standard delivery' we will deliver within 5 working days. If you select express delivery and checkout before 11am we will deliver the next working day *. If there is anything you would like to tell us eg. about your design, access instructions or anything else please use our 'Notes to seller' box at the checkout.
When using a third party to deliver to you we offer services in good faith however, we are not responsible for delays caused by third parties. As such, we do not offer refunds for late arrivals or delayed deliveries. Any delays or loss are subject to third parties investigations and their allotted time of when they deem a parcel to be officially lost. We will not offer a refund until such time as third party deliveries deem the parcel officially lost which, depending on the third party and service used, can be either 7 (courier) or 21days (Royal Mail) after it's 'due' delivery date.
Customers agree that use of our online store, by telephone, instant messaging or any other means of contact to make a purchase you consent and agree to all terms, conditions stated within our website.