Terms & Conditions
By placing an order on this website or when calling our customer services team, you are agreeing to the following terms and conditions:
Pinks Florists is the trading name of Pinks Florists Spires Ltd, Registered in England 10033744. All prices are inclusive of VAT (VAT Reg 235 7251 12
You must be over 18 to place an order for alcoholic products on the Pinks website. By placing an order, you confirm that you and the recipient of an alcohol gift are over the age of 18.
Order Acceptance Policy
All orders received are subject to acceptance by Pinks Florists Spires Ltd 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 method used to place the order.
All prices shown are inclusive of VAT at the prevailing rate
Changes to your order
If you wish to change your order, please do so by contacting us on 020 3291 3278 quoting your order number. We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including to the delivery address and card message) requested at least 24 hours before dispatch. Please note that once orders have been dispatched, no changes can be accepted.
For peak season (Valentine's Day and Mother's Day), we are unable to guarantee to accept changes to orders within 48 hours of the intended delivery date.
Cancelling your order
Orders can normally be cancelled up to 48 hours before the intended delivery date. You can cancel your order by telephoning customer services. Please note that once orders have been dispatched for delivery, orders cannot be cancelled.
For peak season (Valentine's Day and Mother's Day), we are unable to guarantee to cancel orders within 48 hours of the intended delivery date.
Our website has a secure checkout (our payment gateway uses Thawte SSL Certificates and pass the FBI/SANS Internet Security Test), so we encourage you to place your orders online. On occasion, however, 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. In these cases, although we'll have received your order, we'll need to take payment over the phone. We'll email or call you as soon as possible in these circumstances. 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.
We offer a number of timed delivery options. However, please note that other than these standard delivery options, we are unfortunately unable to make deliveries within customer-specified time periods.
For full information related to our delivery-related policies, please see our delivery information page.
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, and the substitution is significant, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our customer services team. Please note that foliage and sundries (including vases) may be substituted without notice.
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.
In cases of damage, Pinks reserve the right to offer a replacement arrangement (with collection of the damaged goods) or a full/partial refund to the customer depending on the severity of the damage.
All claims for damaged goods must be reported by email or phone within 24 hours of delivery. Failure to notify Pinks in this time frame will void all future claims.
Our 7 day 'no quibble' Quality guarantee
Our guarantee only applies to the products (excluding sundries such as the card message) and aspects of our service that we (or our fulfilment partners) have direct control over. The guarantee is not applicable to issues that are outside our control such as incorrect or incomplete addresses provided by the customer or refused deliveries (for example, a refused delivery to a hospital).
A summary of our resolution policy is shown below:
In the event of non-delivery on the selected delivery date, we will either refund you in full or redeliver your order.
In the event of late-delivery on the selected delivery date, we will either refund you the delivery charge paid for your order.
In the event of damaged products being received, we will redeliver a replacement for the damaged product(s). Please note that it may be necessary to return the original.
In the event of poor quality products being received, we will redeliver a replacement of the same product, or a different, upgraded product further to discussion. Please note, all claims for poor quality goods must be reported by email or phone within 5 days of delivery. Failure to notify Pinks in this time frame will void all future claims.
If we are unable to fulfil your order, we will refund you in full.
If we send the wrong product, we will resend the correct product. Please note that it may be necessary to return the original product received.
Please note that all compensation will be in the form of a full or partial-refund against the original payment or in the form of discount vouchers for use in a future order. We are unable to provide any other form of financial compensation under any circumstances.
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.
Calls to our customer services team from mobile phones and abroad
We provide freephone and lo-call telephone numbers for our customer services team. These numbers are free to call from a UK landline. 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 (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. If phoning from abroad please contact us on 0044 208 441 5777.
All copy and images on this website are owned by Pinks Florists Spires Ltd and Interflora British Unit and protected by Copyright. Unauthorised infringement of copyright may be result in legal action being taken against the offending party.