Terms and Conditions

This page details our customer terms and conditions.

Our Contact details:

Penn Hill Flower Company - 3, Bank Chambers Penn Hill Avenue, Poole, Dorset, BH14 9NB

Tel: 01202 740580.

Email: please use the contact form to get in touch

Making a purchase could not be easier. Just browse our shop online, and add any bouquets of gifts that you wish to buy to your shopping cart. After you have finished your selection, click on the 'Checkout' button and you will be asked for a few details that we need to be able to complete the order.

We accept any debit of credit card payment. If you are shopping from outside the UK, place your order and your credit card company will convert the transaction to US Dollars or your own local currency.

We accept most credit and debit card payments, Visa, Mastercard, Maestro. You may send and pay for flowers over the phone by calling us.

Orders that are cancelled online or via the phone are subject to a £5 cancellation fee.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when payment has been processed. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. If we are unable to deliver your order due to roadworks, congestion, road accidents, adverse weather or any other reason, a cancellation email will be sent and a full refund provided. We will endevour to try to telephone to let you know but this is not always possible so in this circumstance only an email may be sent.
Delivery Schedule Orders received before 12pm Monday to Saturday UK time for UK delivery will be delivered on the same day if required.
Orders with a specified delivery date will be delivered on that day (note must be received before same day cut off time shown above).
Orders placed to be delivered on a public holiday will be delivered the next working day. Online deliveries can only be in the UK. We are unable to organise to send flowers abroad. Some postcodes in the BH postcode area are too far away for us to deliver even though the computer will accept the order. Should you be requesting a delivery to one of these areas, a cancellation email will be sent explaining that it is out of our area and a full refund will be given. We will try to let you know via telephone or text but this is not always possible.

No timed deliveries are available except for funeral tributes and weddings. We will deliver your item between 7am and 7pm on the day, as early as we are able. 

Please telephone if you have an emergency order after cut off time and we will try our hardest to accommodate you. 

If you require specific flowers please telephone at least 24 hours before delivery is required and we try our hardest to accommodate you.

Orders are delivered ONCE. If the recipient is not home the flowers/plant are returned to the shop and a delivery note is left informing them that flowers/plant have tried to be delivered and to collect from the shop. Alcohol will not be left on property unattended or passed to anyone under the age of 18years, so will automatically be taken back to shop for collection
If a neighbour is home we will try and leave the flowers/plant with them providing they are willing to take responsibility for the delivery. Alcohol will not be left with anyone under 18 years old.
If the recipient is physically unable to collect their flowers/plant a new delivery date will be arranged with the recipient at Penn Hill Flower Company earliest convenience and may incur another delivery charge.
Penn Hill Flower Company are not responsible for theft or damage of flowers, plants or sundries if left at the property or with a neighbour. If you do not want them left on the property or with a neighbour please let us know in the delivery instructions and they will be taken back to the shop for recipient to collect and a card will be left informing them to do this. or the recipient can organise redelivery which may incur another delivery charge.
Tax Charges Orders are inclusive of 20% VAT
Credit Card Security. When the order is placed at our website, credit card numbers are encrypted using 256 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any website.

Guarantee - Only quality flowers and gifts are provided, If unhappy with your flowers or purchase, any problems must be reported within 24 hours of delivery. Flowers are guaranteed for 5 days but we cannot be held responsible for flowers that have not been looked after as per our care card. Please note that spring flowers (Tulips, daffoldils etc) and softer flowers are only guaranteed for 3 days and are best placed in a cool room to promote longer life as flowers will perish quicker in a warm room. 

Getting in touch with us, if you need to reach us, please email us using the link on the store page, alternatively, you can telephone or write to us at either address shown at the top or bottom of this page. We will endevour to answer within 48 hours of receiving your correspondence, however, during busy periods this may take longer. 
Privacy Policy, you can view our Privacy Policy Online.
Returns Policy Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Orders that are cancelled online or via the phone are subject to a £5 cancellation fee.

Refunds/Returns Policy

Refunds may occasionally be given at the discretion of the management. Because of the perishable nature of our products you are advised to make any complaint within 1 working day of the delivery of your flowers. Any complaints received after this time may not be replaced or refunded as care, weather, temperature etc, all effect the longevity of flowers.