TERMS AND CONDITIONS
By placing an order on this website or when dealing with our customer services team, you are agreeing to the following terms and conditions:
You must be over 18 to place an order. By placing an order, you confirm that you and the recipient are over the age of 18.
ORDER ACCEPTANCE POLICY
All orders received are subject to acceptance by Eostre Flowers 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 (currently 20%).
ORDER CHANGES POLICY
If you wish to change your order, please do so via the customer service area of the Eostre Flowers website. 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 'assigned to production', no changes can be accepted.
During exceptionally busy seasons like Christmas, Valentine's Day and Mother's Day, we cannot guarantee to accept order changes within 48 hours of the intended delivery date.
ORDER CANCELLATION POLICY
Orders can normally be cancelled up to 72 hours before the intended delivery date. You can cancel your order via the My Account area of the Eostre Flowers website. Please note that once orders have been 'assigned to production', they cannot be cancelled.
During exceptionally busy seasons like Christmas, Valentine's Day and Mother's Day, we cannot guarantee to accept order changes within 96 hours of the intended delivery date.
PAYMENT TERMS
Our website has a secure checkout - we use Thawte SSL Certificates and pass the FBI/SANS Internet Security Test. On occasion 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.
DELIVERY POLICY
For full information related to our delivery-related policies, please see our Delivery Information page.
TIMED DELIVERIES
We offer a number of timed delivery options at an extra delivery charge. Other than these timed delivery options, we are unable to make deliveries within customer-specified time periods.
EVENTS BEYOND OUR CONTROL
We shall have no liability to you for any failure to deliver products you have ordered or any delay in doing so or for any damage or defect to Products delivered if caused by any event or circumstances beyond our reasonable control including, without limitation, adverse weather, pandemics, strikes, lockouts and other industrial disputes, breakdown or systems or network access, flood, fire, explosion or accident.
COVID-19 Service Information - Our service is running as normal, however, due to the unforeseen circumstances surrounding the business closures and limited staff, we can no longer guarantee next day deliveries until further notice (please note that 98% of deliveries still arrive on the scheduled day). Due to the above, we are also not able to refund orders on the grounds of late deliveries.
FLOWER AVAILABILITY AND SUBSTITUTION
All of our flowers, bouquets are subject to availability. In the event of any supply difficulties or flower quality issues, we reserve the right to substitute any product with an alternative product of a similar style and equivalent (or greater) value and quality. If you wish to discuss the substitution we have made, please contact our customer services team.
DAMAGED FLOWERS
Although we do our best to ensure that this does not happen, on rare occasions, flowers may arrive at their destination damaged. If the recipient receives such flowers, please contact us immediately so that we can arrange one of the following: a re-send on the next available delivery date, or a full or partial refund. The amount of partial refund will depend on the specific circumstances and condition of the flowers.
Please note: If you are unhappy with your order for any reason you will need to contact us as soon as possible, latest within 3 days of the delivery date, using the 'Contact Us' link on our website. Due to the perishable nature of our goods, we are unable to deal with any complaints and issues raised after the 3-day period. For quality issues, we will require a photo clearly showing the problem which you can attach to the contact form.
SPECIAL OFFERS
At our discretion, 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 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.
Our personalised special offers and promotions are to be redeemed only by the customer in receipt of the discount or special offer and cannot be transferred to another person.
VOUCHERS
We only allow one voucher to be used per order. The voucher discount will be applied to the product cost and not the delivery charges.
COPYRIGHT
All copy and images on this website are owned by Eostre and protected by Copyright. Unauthorized infringement of copyright may be result in legal action being taken against the offending party.
REGISTERED COMPANY ADDRESS
Eostre
Jacoba van Beierenweg 95c
2215KW Voorhout
Netherlands
Company Registration number KvK Rijnland ;2805451
Email: information@eostre.shop