Delivery and Returns
Sutton Village Florist
Delivery
We offer local delivery to SK10 and SK11.
Monday to Saturday.
AM (10am-1pm) or PM (1pm to 4.30)
Costs
Local delivery to £5 per order
Same day delivery is £7 per order and orders must be placed by 12 noon for same day delivery in our afternoon slot.
Collection from the store in Sutton is free but you need to specify a collection date at checkout.
Terms & Conditions
When you place an order or subscription requests with Sutton Village Florist, either by telephone or via the website suttonvillageflorist.co.uk you are deemed to have read and understood the following terms and conditions.
Cancelling your order
Cancelling your order – Orders or subscription request can be cancelled 24 hr prior to the specified delivery date by emailing hello@suttonvillageflorist.co.uk, stating your order number and reason for cancelling. Please note, once orders or subscription requests have been despatched we cannot cancel it due to the perishable nature of the product. We cannot cancel orders or subscription requests during peak events (Christmas, Valentine’s Day and Mother’s Day) which can be processed up to 7 days prior to despatch. We will however do our best to do so but cannot guarantee this. Once we have received your cancellation request we will confirm this cancellation via email.
Changes to orders or subscription requests.
We can make a change to an order with reasonable notice and before dispatch; once an order or subscription request has been printed we cannot amend the order. For all changes please call the customer service team or email your request stating your order number or subscription package clearly. For all other products, they may be returned and refunded if they are returned within 30 days from day of receipt. All refunds will be made within 14 days of receiving the returned item. Refunds are processed within 3 to 4 working days.
Small Errors
In the event of small errors in the order or subscription request such as the wrong message card we do not offer a full refund as the recipient has received the flowers which are the value of the order. We believe in being fair and reasonable in circumstances like this and a customer care team member will always request to call the recipient to apologise & read out the message. These rare errors can happen. In the event of this happening we may may also offer a voucher or credit your account as a further form of an apology to the customer.
To start a return, you can contact us at hello@suttonvillageflorist.co.uk. Please note that returns will need to be sent to the following address:
1 Tunnicliffe Rd, Sutton, Macclesfield, ENG, SK11 0EB, United Kingdom
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United Kingdom, shipping your goods may take longer than expected.
You can always contact us for any return questions at hello@suttonvillageflorist.co.uk.
Refunds
Due to the perishable nature of all flower deliveries any complaints and refunds will be dealt with on a case by case basis. This does not affect your statutory rights. Refunds will be issued in the form of a credit to your account to be used against future purchases. Credits cannot be withdrawn as cash value.
If flowers are disposed without photographic evidence any remedy will be discretionary. To gain an accurate representation of a bouquet it is preferred that a photograph is taken within 48 hours of receipt. We require any quality issues brought to our attention with supplied photographs within 3 days of the receipt of the item.
It is the senders’ responsibility to inform the recipient of the delivery of a gift item; if perishables are left in a safe place at the discretion with the courier we are not liable thereafter for the safe receipt of the goods. We will endeavour to redeliver if goods are returned. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own; we are regrettably unable to offer a refund. Any remedy will be discretionary.
If the customer or recipient does not make contact through no fault of our own, we cannot be held responsible for non-delivery if we have tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary. This does not affect your statutory rights.
Sutton Village Florist are not responsible for any order where the recipient refuses to accept the item. Sutton Village Florist will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item.
For items that are returned within the statutory cooling off period the consumer will bear the costs for the return of that item. If and delivered goods are damaged/defective and we require the item back we will bear all delivery/collection costs. This does not affect your statutory rights.
Any discretionary/good will refund will be issued in the form of a credit to your account. In the event you do not have an account, a member of our team will create one for you using the email address provided on your order. In the event you do not have access to this email, our member of our team will request an email address to create your account.
Credits are issued as part of our satisfaction guarantee to be used again future purchases at Sutton Village Florist. These are not exchangeable for cash, however bear cash value on our website. No minimum purchase necessary or expiration will be applied to your credit. This does not affect your statutory rights.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.