Terms and Conditions

Golden Ivy Delivery (Excluding Mothers Day Weekend)

Same day delivery is available on orders for delivery in the UK and Ireland. The cut-off time for same day delivery is 12 am. If you have missed the cut-off time please call the shop and we will try our very best to have your order delivered same day.
Same day delivery may not be available for funeral orders due to the specific nature of the timing of the delivery, we recommend ordering your funeral items

Delivery locations in the UK and Ireland:

Golden Ivy Florist is a member of Interflora the UK's best known florist relay organisation and flowers are delivered by local florist shops the length and bredth of the UK and Ireland. There are a small minority of locations that have no local cover and such places are classed as 'non-delivery areas'. Should your chosen delivery location be classified as non-delivery we will notify you as soon as possible. For a full list of flower shop locations use our branch finder, each flower shop page has listed all the locations they deliver to.

What time will my flowers be delivered?

With the exception of funeral orders, we are unable to guarantee delivery times. All orders are delivered during the working day (usually between 9am and 5.30pm, although at peak trading times these times may vary). However, if you do have any specific delivery requirements we will always endeavour to acheive them.

What if the recipient is out?

If the recipient is not home when the florist calls we will leave your order with a neighbour and post a calling card to let the recipient know where the flowers have been left. If there are no neighbours to leave your order with a calling card will be left detailing the phone number of the shop for the recipient to arrange a re-delivery at a convenient time.

Deliveries to work addresses, hospitals, hotels etc.

If your order is for a non-residential address please try to provide as much information as possible. Please include business names, departments, hospital wards, hotel room numbers etc.
Such deliveries may be classed as 'third party deliveries'.

Sundays & Bank Holidays.

There is no delivery service on Sundays and Bank Holidays. Mothers Day is the only Sunday that we have a delivery service. Our sales office is closed every Sunday and Bank Holiday and orders received for delivery on these days will be processed for delivery on the next working day.

Delivery of flowers for a funeral.

Funeral flowers are the only orders that have a priority delivery time and are delivered approx. 2 hours before the funeral time. It is therefore important that you include the funeral time during the order process. Click here for help and advice on placing orders for funeral flowers.

Can I track my order?

Unfortunately we are unable to automatically track orders. Please call or use our on-line contact form if you would like to find out the progress of your order.

Peak trading periods (Valentines, Mothers Day & Christmas).

During peak trading times the large volume of orders being processed through our system may affect our usual delivery patterns, cut-off times etc. Specific details of all changes will be posted during such periods.

Contact details and office hours

Our customer service department and sales office are open from:
Monday to Friday 9am to 5.30pm
Saturday 9am to 5pm
Contact us by telephone: 01708 757447
Contact us by email:sales@goldenivyflorist.co.uk
Contact us via : on-line contact form

Choosing the correct product type.

Our products come in three main styles.
Bouquets - Ideal if the recipient likes to arrange their own flowers. An optional vase is available with all bouquets
Hand-tieds - Similar to a bouquet, but pre-arranged by the florist and delivered in a water bubble ready to be transfered into a vase. A hand-tie is particularly suitable for delivery to locations where the flowers can not be left in water (work addresses etc). An optional vase is available with all hand-tieds.
Baskets - A traditional item that will need no further arranging after delivery. Ideal for delivery where the use of a vase may be a problem (hospitals, work addresses etc) or the recipient will not want to arrange their own flowers.

Flower content and substitution.

Many flowers are seasonably available and this may vary depending on region and country. Sometimes, therefore, the florist may need to substitute one flower variety or plant, or indeed packaging and sundry items, for another. When doing so, florists must adhere to the strict substitution guidelines detailed below:
1. Any substitution will be of superb quality to ensure customer satisfaction.
2. The colour and shape of the chosen product must take priority and no change in size or shape is permissible.
3. The value of the replacement flower or plant will be equal to, or greater than, the original variety.
4. When substitution is made, the utmost care is taken to provide flowers or plants which maintain the overall effect of the gift.

International deliveries

Exchange rates, regional availability and the seasonality of blooms may affect international deliveries.

Quality and value guarantee.

All orders are covered by the following guarantee:
That every order delivered by Member Florists will be of GOOD QUALITY in GOOD CONDITION and to the FULL RETAIL VALUE ruling in the delivering Member's shop on the day of delivery. Delivery will be made on the date specified. Where sufficient lead time is given, funeral orders will be delivered at the time requested.

Optional extras to add to your flowers.

Also available for delivery with your flowers are:
Balloons - Helium filled foil balloons available for most occasions.
Teddy Bears - Boy bear and Girl bear options.
Glass Vase - Your flowers can be delivered with a glass vase.
All the above items can be seen after selecting a relevent floral item, but are not available for delivery singularly.

Information we require on your overseas order.

Liasing between our customers and overseas florists can be difficult due to time differences etc. It is therefore important that you provide as much information as possible on your order. Most overseas countries require a contact telephone number for the recipient and failure to include this may delay delivery.

Overseas delivery times.

Please bear in mind time differences when placing order for delivery overseas. All orders are delivered during the working day in the relevant country.

Product types and flower content.

Every country has it's own unique style of floristry and flower availability. Please bear in mind it may be difficult to give specific information regarding content and type due to the large number of countries we deliver to. If you do have any specific requests we will contact the relevant country and ask on your behalf. Please allow a couple of days at least.

Tracking an overseas order.

Unfortunately we are unable to track individual overseas orders.

Product pricing.

The price of each product includes gift wrapping VAT @ 17.5% and a service and transmission charge.

Golden Ivy products

1.1 All Golden Ivy Products as depicted on this website (as may be varied from time to time) are available almost everywhere in the UK, Channel Islands, Ireland and Isle of Man.
1.2 Golden Ivy Products may be delivered by us in bud to ensure longer life.
1.3 Some Golden Ivy Products, Flowers and Plants may be harmful or poisonous, if you require further information before submitting an order please contact the Golden Ivy Customer Service Team using the contact details set out in Section 6 below.
1.4 All Golden Ivy Products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute an Golden Ivy Product of equivalent value and quality without notice.
1.5 In the event that we are unable to supply the Golden Ivy Product or any substitute product to you at all, we shall notify you as soon as is reasonably possible and shall reimburse your payment in full and in any event no later than 30 days after the intended delivery date.

2. Prices

2.1 Prices listed within the Golden Ivy Service are valid for a maximum of 14 days of submitting your purchase form.
2.2 Prices include VAT for deliveries within the UK, Ireland and Channel Islands, but exclude Golden Ivy Delivery (£6) and the transmission charge for overseas orders (£7).

3. Orders / Payment

3.1 You will be given clear instructions to follow to navigate the Order Form and you shall be required to provide us with your complete personal details, including accurate postcode, together with those of the intended recipient and all necessary payment details. We accept payment by all major credit and/or debit cards including Electron, but not department store cards and any other credit and/or debit cards as we may specify from time to time. By clicking on the 'check out' button on the Order Form, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing anywhere on the Golden Ivy site.
3.2 Submitting your Order Form is subject to our acceptance of this offer when we issue a written confirmation of acceptance by e-mail to the e-mail address with which you have addressed us. This message will re-confirm elements of the order(s) you have placed including confirmation of your card message. We will not consider ourselves bound by a contract with you until we have distributed your item.
3.3 We will confirm your order details and advise you that we are processing your purchase when we e-mail you.
3.4 We cannot accept Order Forms from customers under the age of eighteen (18) years.

4. Delivery

4.1 Except where stated, Golden Ivy Delivery of £6 will be applicable within the UK, Ireland, Isle of Man and Channel Islands. If you request delivery to remote areas which are not normally delivered to by an Golden Ivy florist you will be advised of any additional charges as soon as possible upon receipt of your Order Form.
4.2 Should you require your delivery to be made within a specific time period we are able to offer the following delivery services:
4.2.1 'Before 12am'/'after 12am' service is available at a charge of £2 in addition to Golden Ivy Delivery of £6. The service is offered to orders for delivery within the UK, Ireland, Isle of Man and Channel Islands. Should you require this delivery service, your Order Form must be submitted (requesting this service) by 1pm 24 hours in advance of the required delivery date (12am Saturday in the case of Monday deliveries). This delivery service is offered subject to availability and is not available for certain products – the service may be withdrawn without notice during busy periods.
4.2.2 '3 hour delivery' service is available at a charge of £6 in addition to Golden Ivy Delivery of £6. The service is offered for orders to selected delivery locations within the UK, Ireland, Isle of Man and Channel Islands. Should you require this delivery service, your Order Form must be submitted (requesting this service). This delivery service is offered subject to availability and is not available for certain products – the service may be withdrawn without notice during busy periods. This delivery option is not available for orders requesting Champagne as part of the order.
4.3 On acceptance by us of your Order Form we will advise you by e-mail confirmation of the intended delivery date. Where same day delivery is available for the product you are ordering for delivery within the UK, Ireland, Isle of Man and Channel Islands we must receive your Order Form by 12am (prevailing British local time). We will process Order Forms received on Sundays or Public Holidays the next working day. We do not deliver on Sundays or public holidays but in this case we will deliver the Golden Ivy Product you request on the next working day.
4.4 Incorrect personal details may lead to problems or delays in delivery, so before placing your order, please ensure that you have included the full address details, including accurate postcode of the intended recipient and your daytime contact telephone number and/or an e-mail address so that we can notify you in the event that any delivery problems are encountered.
4.5 Whilst we agree to use all reasonable endeavours to ensure that delivery will be on the requested delivery date you acknowledge that actual delivery will be via a local florist and in very occasional circumstances delivery on the requested terms will not be possible. In such circumstances you will be given prior notice wherever possible and we shall either make alternative arrangements or shall reimburse your payment in full in accordance with clause 1.5 above.
4.6 In case of delivery to certain locations where a third party is involved, such as offices, hospitals, airports, hotels, ships and other business locations, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to your chosen recipient.
4.7 In respect of orders outside the UK, Channel Islands and Ireland, delivery shall be made as soon as is reasonably practicable but you acknowledge that delivery on the intended delivery date, particularly in respect of orders received for same day delivery or for Sundays and Public Holidays, cannot be guaranteed.
4.8 It is possible to select a preferred delivery time within the order process for items ordered from the 'Funeral' product ranges. This option should be used only for orders requesting delivery to funerals or funeral parlours. Whilst every effort will be made to ensure your order is delivered prior to the time selected, no guarantee for delivery by the time specified can be given. To assist us in meeting your preference, please ensure your order is placed at least one working day prior to the preferred delivery time.
4.9 In the instance of there being difficulties in delivering your order to the intended recipient we (including the florist) reserve the right to contact the recipient using the contact details you provide on the Order Form.
4.10 When placing your order you are able to specify further delivery information using the 'Information' field provided. This is intended to provide further guidance to the party delivering your order which isn't included within your address information – for example to specify floor number, or hospital ward. We reserve the right to not action any delivery requests specified in this field which we deem unacceptable and will use other elements of address information provided elsewhere on the order form to fulfil your order.

5. Cancellation

5.1 Orders may be amended or cancelled up to 24 hours before the intended delivery date for UK, Ireland and Channel Islands. Where delivery is to be made outside UK, Ireland and Channel Islands please provide notification 48 hours before the intended delivery date.
5.2 To amend or cancel your order, please contact the Golden Ivy Customer Service Team from 9am until 5.30pm Monday to Friday and 9am until 2pm on Saturday using the contact details set out in Section 6 below.
5.3 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.

6. Golden Ivy customer services

6.1 In the event that you are not satisfied with the Golden Ivy Service any complaints should be addressed in the first instance to:
By email: info@goldenivyflorist.co.uk
By telephone: 01708757447
By post: Golden Ivy 48 Victoria Road Romford Essex RM1 2NH

6.2 Our Customer Service Team is available from 9am until 5.30pm Monday to Friday and 9am until 2pm on Saturday.
6.3 Because of the perishable nature of Golden Ivy Products and in order to assist us in resolving any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within 1 working day of the date of delivery or intended delivery of your purchase.

7. Disclaimer

7.1 Whilst we agree to use our reasonable endeavours to ensure that the Golden Ivy Site and/or the Golden Ivy Service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the Golden Ivy Site and/or the Golden Ivy Service 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 Golden Ivy Site and/or the Golden Ivy Service impossible or impractical.
7.2 (a) We accept liability for death or personal injury arising from our negligence.
(b) Subject to clause 7.2(a), our liability in contract, tort (including negligence and breach of statutory duty) or otherwise arising by reason of or in connection with your Order Form with us shall be limited to a multiple of [5] times the price you have paid for the Golden Ivy Products.
(c) Subject to clauses 7.2(a) and 7.2(b) above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Golden Ivy Site and/or the Golden Ivy Service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the Golden Ivy Products supplied.
(d) Subject to clauses 1.5 and 4.5 above, we shall not be liable for any delay or inability to perform our obligations to you if such delay is due to any cause whatsoever beyond our reasonable control.

8. General

8.1 We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Golden Ivy Site and/or the Golden Ivy Service from time to time. We will post any changes on the Golden Ivy Site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Golden Ivy Service or Golden Ivy Site. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new terms and conditions.
8.2 Additionally, we reserve the right to suspend, restrict or terminate access to the Golden Ivy Site and/or the Golden Ivy Services for any reason at any time.
8.3 These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Golden Ivy Site, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
8.4 We shall ensure that we comply with the requirement of all current data protection legislation including, without limitation, the Data Protection Act 1998 (as replaced, modified or re-enacted from time to time). We shall only use personal data received from you for the purpose of fulfilling our obligations under these Terms and Conditions and as stated in our Privacy Policy.
8.5 A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.
8.6 Save in respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.
8.7 Your purchase will be deemed to have occurred in the UK. These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts