Terms of ordering with us

By placing an order on the Moyses Stevens website or by calling our customer service team to place an order, you agree to the following terms and conditions.

If you have any questions about these terms, or any comments or feedback, please email us at info@moysesflowers.co.uk or call us on 020 8772 0094.

If you are not satisfied with the product you ordered once it has been delivered, please call our customer care team within 24 hours of receipt on 020 8772 0094. The team will review your comments and, where the cause falls within our control, we will consider a full refund and re-delivery of your chosen product.

We work with fresh seasonal ingredients that are often affected by the climate and can have unpredictable availability. If for any reason we are unable to fulfil your chosen product, or elements of it, our florists will substitute the affected ingredients with the most appropriate alternative to ensure your fresh flowers have a similar colour, style, shape and size.

If the product you ordered was damaged on receipt, we will offer a re-delivery at the next convenient date for your recipient. We will also ask for a photograph of the flowers in their original packaging, sent to our customer service email within 24 hours of receipt.

If the product you ordered was delivered late, we will refund the cost of delivery on the affected order.

If you are not in when we are trying to deliver your parcel and our drivers deem it safe to leave the parcel in front of your door, we will do so — we understand that dates are important with our deliveries. If the parcel is claimed as stolen, Moyses Stevens will redeliver the parcel or allow for a full credit, but no full refund will be offered.

If you wish to make any changes to your order please call our customer service team on 020 8772 0094. Any changes to your order (such as delivery address or gift message) must be made at least 2 working days prior to the requested delivery date to ensure we have time to amend your order before despatch. We cannot guarantee that we will be able to accept changes made to your order after that time.

For peak season (Valentine’s Day and Mother’s Day), we cannot guarantee that we will be able to accept changes to orders within 72 hours of the intended delivery date.

Any order placed as an AM delivery on the day of Valentine’s, International Women’s Day or Mother’s Day, or after 6pm on the previous day, will be given priority. The order cannot be guaranteed a morning hours delivery and Moyses Stevens will aim to deliver any such order by 3pm on the day. No morning refunds will be processed in any such case.

See our delivery information page for full terms and conditions.

All products are subject to availability, and to acceptance of your order. In the event of any supply difficulties or if the flowers 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, or part of a product, with an alternative of a similar style and equivalent (or greater) value and quality. If you wish to discuss any substitution we have made, please contact our customer care team on 020 8772 0094 or email info@moysesflowers.co.uk.

If we are unable to contact you via the methods provided before we make up your order, we will assume that you accept the substitution.

Regarding potted plants, at times we will change the containers used, but they will always have the same or greater value depending on availability.

Flowers may be delivered in bud to ensure longer life. Some flower bouquet contents may be harmful if eaten and/or a skin irritant. Please call our customer care team on 020 8772 0094 if you wish to enquire about the safety of contents before ordering.

We work with our delivery partner DPD UK as well as our own courier company to do our best to ensure your flowers arrive in perfect condition. In the event that flowers arrive at their destination damaged as a result of transportation, please contact us immediately on 020 8772 0094, or by email at info@moysesflowers.co.uk, to make arrangements to resolve the problem. For refund requests on damaged items please make sure to immediately organise a return of the item with our team. We will offer to despatch a driver for free at a time that suits best in the 24 hour period following the complaint, due to the perishable nature of the product. If the flowers have not been picked up, or delivered to one of our stores in this time frame, the sender will forfeit their rights to a refund. Our team may still offer store credit.

You must agree that any messages posted by you on your card, or sent by us on your behalf to a third party, will not contain anything which could be construed as harassing, threatening, vulgar, abusive, obscene, defamatory, racist, or which may cause embarrassment or distress to any person, or is otherwise unlawful or objectionable.

You are entirely responsible for any text or other material which you post or send on this message system, and Moyses Stevens Limited accepts no liability for any such content. We do not pre-screen messages, but may monitor content from time to time. We reserve the right to refuse to send or display messages and to terminate access to the relevant services at any time and without liability to you in the event of any such objectionable message.

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 presented 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.

• —Flowers for a Year is only valid for redemption by the person named on the certificate.
• —Flowers for a Year is not transferable or exchangeable for cash or a merchandise alternative.
• —The Fresh Flower gift is not valid in conjunction with any other discount or offer.
• —The first hand-tied arrangement will be delivered to the person named on the certificate on the start date identified on the certificate.
• —The final hand-tied arrangement will be delivered to the person named on the certificate on the end date identified on the certificate.
• —Each monthly bouquet is worth up to the value of £60 (including next-day delivery).
• —The enclosed handmade LSA vase worth £30 is complimentary.
• —Delivery restrictions may apply depending on location — please discuss with your nominated contact.
• —Flower availability depends on the season — please discuss with your nominated contact.

Whilst we agree to use our reasonable endeavours to ensure that the Moyses Stevens website and/or the Services are fully operational and error-free, we cannot guarantee this and therefore accept no responsibility for any defects and/or interruption of the Moyses Stevens website or Services, and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Moyses Stevens website and/or the Moyses Stevens Limited service impossible or impractical.

We do not guarantee any delivery, delivery dates, or delivery times during periods when extraordinary events take place.

Only cancellations which are given at least 2 working days before the intended delivery date may be accepted. Orders placed or cancelled on Saturdays, Sundays or Bank Holidays will be treated as having been received on the following working day. To cancel orders, please call 020 8772 0094.

You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent, and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

For peak season (Valentine’s Day and Mother’s Day), we are unable to guarantee that we will accept changes to orders within 72 hours of the intended delivery date.

Payment may be made by any of the methods indicated on the checkout page of the Moyses Stevens website and will be debited when you submit your order. When you submit your order you are consenting to be bound by the terms and conditions contained in this document and appearing elsewhere on the Moyses Stevens website.

For your order to be processed and delivered on the required date, you must supply us with all the mandatory details requested. Your order will only be processed if full payment details are given on the payment pages. Payments are handled by our PCI-DSS-certified payment processor; we never see or store your full card details ourselves.

Your order will be confirmed by a summary page at the end of your online transaction and then acknowledged via email to the email address provided at the start of the transaction within 12 hours, confirming your order details. You will be issued with an order reference number for any future correspondence. All costs will be charged as defined in the order summary on the date the order was placed.

We will not consider ourselves bound by a contract with you until we have issued a confirmation email to the email address you, the customer, has supplied at the start of your transaction.

Our checkout is secure and we therefore encourage customers to place their orders online. However, on occasion, when submitting credit/debit card details to our payment processor, we receive payment failures which prevent us from accepting your order immediately. This may be because cards that are entered correctly and have sufficient funds are not validated — the card issuer is performing a random security check. In these cases, we will still have received your order but need to take payment over the phone. We will email or call you in these circumstances. If you receive a message to tell you that payment has not been validated, please contact our customer service team immediately on 020 8772 0094 to ensure your order is delivered on time.

Due to time differences, payments made out of office hours, or problems getting hold of customers via the contact details they have provided, we are sometimes unable to process a valid payment prior to the requested delivery date. If this is the case, once we have received payment, we will despatch the flowers as soon as possible to ensure that there is no further delay. Although this delay is regrettable, it is, in the circumstances described above, outside our control and therefore we cannot offer any form of refund in these circumstances.

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.

Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.

At the checkout, we ask for the following:

• —Customer email address — we use this in the event that we need to make contact regarding any details of your order.
• —Customer full name and address — we use this for payment validation and for direct mailing (if you have agreed to receive these mailings).
• —Customer telephone number / mobile number — we use this to contact customers in the event of problems with the order such as payment failures or delivery problems, and for SMS updates where you have given your express consent.
• —Recipient full name and address — we use this to deliver the flowers you have ordered. It is vital that the recipient’s address is accurate and includes a full postcode.
• —Recipient telephone number — we use this to contact the recipient in the event of a difficulty in delivering your order. We will not contact the recipient under any other circumstances.

All copy and images on this website are owned by Moyses Stevens Flowers Limited and protected by copyright. Unauthorised infringement of copyright may result in legal action being taken against the offending party.

Moyses Stevens Flowers Ltd
53 Elizabeth Street, London, SW1W 9PP
Tel: 020 8772 0094
Email: info@moysesflowers.co.uk
Registered in England & Wales: 07906162
Member of the Flowers & Plants Association