UK Chocolate delivery

• Although delivery is normally on the chosen delivery date, we cannot guarantee an exact delivery date for our chocolate range. Chocolate are normally delivered within 1 – 2 days of your chosen delivery date. To guarantee delivery, we recommend that the delivery date selected is the day before the flowers are required. However, this may mean that the chocolate arrive a day early.
• In the event of late delivery, we are unable to offer a refund or a resend.
• Deliveries are available from Tuesday to Saturday. We are currently unable to deliver chocolate from our range on a Monday, Sunday or Bank Holidays.
• We do not recommend that our chocolate range be chosen for deliveries to hospitals.
• For large businesses, hospitals, universities etc, chocolate will normally be delivered to the reception or post-room. Delivery to the named recipient is not possible to these types of addresses in many cases.
• We are unable to provide delivery notifications for orders delivered by post.
• Delivery instructions cannot be followed.
• Timed deliveries are not available.
• In the event of a non-delivery or late delivery, the customer must claim directly with the Royal Mail.

First class:

• Orders sent via First Class cannot be tracked.

Recorded Signed For:

• For "recorded signed for" deliveries, a signature will be collected from the person that receives the delivery. This may not be the person named on the address label.
• It is possible to track the delivery via the Royal Mail's "Track & Trace" website.

Other important delivery information

• To enable us to contact you regarding a problem with your order, please make sure that you have provided a valid email address and/or contact telephone numbers.
• Please ensure that someone is available at the delivery address to receive the delivery.
• In the event of a delivery problem, if we are able to, we will try and contact the customer to try to resolve the issue.
• In rare circumstances, our drivers are unable to deliver an order. This may be due to problem with the delivery vehicle. We ensure that these occurrences are minimised, but in the event that we are unable to deliver the order owing to circumstances that are within our control, we will contact you immediately via email or phone to arrange a redelivery and refund the original delivery charge. We reserve the right to provide additional compensation in the form of a discount off a future purchase from www.SerenataFlowers.com. No other form of compensation is accepted.
• To ensure a successful delivery, please ensure that the delivery address is accurate and complete. If possible, please provide additional delivery instructions to help the delivery driver to find the recipient's address.
• We cannot be held responsible for failed deliveries that result from a problem with the address and/or postcode you provide at the time of order placement, if the delivery was refused by the recipient or the fact that the recipient no longer lives at the address provided.
• We are not responsible for any other costs incurred by the customer due to failed deliveries.

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Deliveries to businesses, hospitals, universities

To ensure deliveries are successful, we recommend choosing a timed delivery option especially during peak periods (Christmas, Valentines Day and Mothers Day).

In some circumstances, for example, when delivering to some business addresses, hospitals or universities, we may not be able to deliver the flowers directly to the intended recipient. Please note that these circumstances are outside our control. In this case, we will deliver to the reception area or post room and (where possible) obtain a signature from the receptionist (or equivalent). This signature will be our record of delivery.

To ensure the highest likelihood of delivery success, please ensure that you provide as much information regarding the location of the recipient as possible within the delivery instructions, including department name, floor number, etc.

Hospital-specific delivery issues

Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. In addition, many hospitals do not accept flower deliveries due to health & safety restrictions.

It is for this reason that we no longer recommend that flowers are delivered to a hospital. If an order is placed for delivery to a hospital and the delivery is not successful, we reserve the right to not refund or resend the order.

University-related delivery issues

Due to the size of university campuses, it can often be difficult to locate recipients at universities. We are therefore not able to deliver to recipients themselves and will always deliver to the university postroom or reception. Please ensure that you include enough information for the postroom/reception staff to be able to locate the intended recipient of the flowers. We are not liable for the non-delivery of flowers to recipients at universities as we have no control of the delivery once it reaches the postroom/reception.

Other business address delivery issues

If you wish to order flowers for delivery to a business address, we recommend that you use one of our timed delivery services (where available)to ensure delivery is made within office hours.

In the event that our standard delivery option is chosen for a business address and a delivery between 8.00 a.m and 6.30 p.m. fails owing to the recipient not being available, or the business being closed, we will not accept any liability for the non-delivery and reserve the right to charge an additional production and delivery charge for any subsequent redelivery. If you decide to cancel the order instead of arranging a redelivery, we reserve the right to deduct a cancellation fee from the refund value.

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