- Order Rejections
All orders are subject to acceptance by SAGE Flowers. We reserve the right where necessary to reject an order without giving reasons. In such instances, we will refund or cancel any payments received in full.
- Delivery Dates
We will make every effort to deliver flowers on the date selected via the website, but this cannot be guaranteed.
In the unlikely event that we fail to deliver an order on the selected delivery date we will either send a replacement on our next available delivery date, or will refund the full price of the order within 3 to 5 days.
- Order Changes
To alter an order, please contact firstname.lastname@example.org. We’ll try to accommodate last-minute changes but cannot guarantee always being able to when notice has been given less than 2 calendar days prior to the order being dispatched from the store. This includes the flower style, size, delivery address, date and gift card message. The above also applies to subscription orders.
An order of up to £100 can be cancelled 2 calendar days prior to the delivery date and a full refund issued. For amounts greater than £100 or if notice is given with less than 2 calendar days notice, we can only give a refund if we have not already ordered the flowers. The above also applies to subscription orders.
- Incorrect Items
In the unlikely event that the items are delivered incomplete or incorrect, SAGE should be notified within 24 hours of the delivery. We will assess next steps on a case-by-case basis.
- Flower Quality
Flowers sent by hand are packed with water and those sent by national delivery in a hydration gel, to reduce the risk of spillages in transit. Once the flowers are delivered, please ensure the bottom of the stems are all trimmed by a few centimetres and they are then placed directly into fresh water in a clean vase.
Our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us, although it is possible that they may be damaged in transit. If flowers do not seem fresh or are damaged, please contact us with photos within 24 hours of receipt to email@example.com. If the flowers do not meet our own high standards, we will either replace the flowers at our next available delivery date or offer a refund.
- Flower Availability
All floral items are subject to availability. In the event of any supply difficulties that mean we cannot deliver an order to our high-quality standards, we reserve the right to substitute flowers with an alternate of a similar style and value. If we cannot provide a satisfactory alternative, we will refund the price of the order.
Due to the perishable nature of flowers, we cannot accept returns on these products. We do not typically accept returns on non-flower items unless pre-agreed at point of sale. The customer should cover the costs associated with returning any items.
- Delivery Charges
Our hand delivery fees, between the hours of 9am and 6pm Monday to Friday, within London are as follows:
£5 Delivery Fee for up to 4km from the SE15 4NL
£10 Delivery Fee between 4km and 6km
£15 Delivery Fee between 6km and 10km
£20 Delivery Fee between 10km to 15km
Distances further than 15km, or outside of these times, will be calculated and charged on a case by case basis.
Our national delivery fee shipped overnight using an external party, from Tuesday to Friday is £15.
- National Delivery
Our National Delivery flowers are sent using overnight delivery services, such as DPD. We will always book Next Day Delivery, however on occasion flowers will take longer than one day to arrive. This is down to the delivery service and totally out of our control, therefore we cannot accept responsibility for flowers that take a little longer to arrive. Flowers are sent nationally at the customer’s own risk.
- Missed Delivery
It is the responsibility of the customer to ensure that someone is available at the delivery address at all times during the date of delivery.
For London deliveries, if no one is at the address when the delivery is attempted, we will leave the items with a neighbour or in a safe place. If this is not possible, the item will be brought back to our store and we will contact you to rearrange the delivery. We reserve the right to charge for redelivery, and any damage or ageing caused due to a delayed delivery date is at the customer’s own risk.
For national deliveries, the delivery service will provide a delivery slot to you via email on the day of delivery and provide the opportunity to nominate a safe place. If no one is at the address when the delivery is attempted and no safe place has been given then the flowers will be taken to the local depot and a redelivery date booked, usually the following business day. We cannot accept responsibility for this delay or any damage or ageing caused as a consequence. Any redelivery fees incurred will be passed on to the customer.
- Subscription Prices
We reserve the right to raise our prices at any time for reasons including, but not limited to, price increases from our suppliers. If we raise our prices, we will give subscribers 7 days notice and the option to cancel the subscription, or where possible change the subscription plan.
- Flower Availability
All flowers and foliage are subject to availability and on occasion it may be necessary to replace them with an alternative deemed suitable, where possible agreed in advance with the client.
- Flower Prices
We will endeavour to adhere to the prices we have quoted however flower wholesale prices change weekly and we may have to alter our quote. If this is the case, we will inform you at the earliest opportunity to obtain your agreement. If this is not possible, we reserve the right to charge the revised price.
- Staff Prices
We shall provide staff based on the event running times provided by the client. If the timings deviate, the client agrees to pay for any additional labour fees on an hourly basis. Please inform us of changes to event running times as soon as possible as they may be difficult to accommodate.
- Flower Freshness
We cannot accept responsibility for any flowers that do not look their best after install if the flowers are not kept in their optimal conditions.
All hardware including vases, containers and ancillaries remain the property of SAGE Flowers and must be returned to the store address within 2 days of the event unless alternative arrangements have been made in writing. Any lost or damaged items will be charged at the replacement cost.
We require 5 calendar days notice when cancelling an event as we order the flowers and commit to paying for them shortly after that. Should you cancel less than 5 days before the event, we charge 50% of the total quote or invoice, to cover the cost of flowers ordered, staff booked and lost business. We do our best to remain as flexible as possible should you want to move the date with more than 5 days notice, but there may be some diary constraints against other commitments.
- Payment Disputes
Any disputes regarding the payment of services rendered must be communicated within 24 hours of service delivery. Invoices remaining unpaid one month after the invoice due date will be passed onto a third-party debt collection agency, unless otherwise agreed.
- Circumstances beyond our control
SAGE shall not be liable for late or non-delivery of any order or service if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any license or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any other cause or circumstance whatsoever beyond SAGE’s reasonable control.
- Photography Credits
We ask that any photography featuring our work posted on social media, on websites or in print, is credited as “Floral design by SAGE Flowers”.
Instagram handle: @sage.flowers