Privacy Policy & Terms of Sale
INTRODUCTION:
The House of Flowers, London creates exceptional flowers, exquisite hand-tied bouquets, floral vase arrangements and bloom filled baskets that will bring joy and the sense of nature into your home.
TERMS OF SALE:
Thank you for your interest in making a purchase from House of Flowers London. We hope that you will be delighted with your chosen arrangement.
We set out below the terms which govern our sale of flowers to you. Please take a moment to read through these terms and let us know if you have any questions below (our contact details are summarised in clause 2b).
THESE TERMS
a. What these terms cover. These are the legal terms and conditions on which we supply products to you which are purchased using our website.
b. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
INFORMATION ABOUT US AND HOW TO CONTACT US:
a. Who we are. We are House of Flowers London a company registered in Kuwait.
b. How to contact us. You can contact us by telephoning us at +965 66010313 or by writing to us by email at info@londonhouseofflowers.com.
c. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address you provided to us in your order.
d. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
OUR CONTRACT WITH YOU:
a. How we will accept your order. Our acceptance of your order will take place when you receive an email from us to accept it, at which point a contract will come into existence between you and us. In the unlikely event that we are unable to fulfil your order, we will send you a second email shortly after your order acknowledgement to let you know.
b. If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
c. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
d. We currently deliver to the governorates of Al Assima, Hawally, and Farwaniya Our website is solely for the promotion of our products in Kuwait. Unfortunately, we do not deliver to addresses outside of this area at present, but we shall be expanding our delivery network in the near future. If you are located outside of our current delivery area, but are interested in a corporate contract or large scale installation, please call +965 66010313.
OUR PRODUCTS:
a. Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Since flowers, foliage and plants are natural products, colour variation will occur between flowers, foliage and plants of the same species, although the predominant colour will be as represented. Accordingly, your product may vary slightly from those images due to natural variation. In the event that a flower, foliage or plant shown in a bouquet on our website is unavailable at the time of fulfilment of your order we will always substitute the relevant flower, foliage or plant with a flower, foliage or plant of the same or higher value.
b. Product packaging may vary. The packaging of the product may vary from that shown in images on our website but will always be of the same or higher quality. Exceptionally we may substitute glassware shown on the website with alternative glassware of the same or higher value whilst ensuring that the overall aesthetic of the chosen product is not adversely affected.
OUR QUALITY GUARANTEE:
a. We strive to provide you with the freshest, highest quality and highest grade flowers. Our Quality Guarantee is our guarantee that your flowers will last for the minimum periods set out below:
b i. Spring flowers and scented roses – 3 days from the date of receipt
b ii. All other flowers – 5 days from the date of receipt.
c. If your flowers have died prior to the periods specified in our Quality Guarantee, please contact us and we will offer you a replacement product at no cost to you provided that the conditions set out in Clause 5d have been satisfied:
d. Upon receipt of your product, you should remove your products from any temporary packaging and place the flowers in a vase of water as soon as possible and add any supplied cut flower food to the water. If your product is supplied in a vase you should add any supplied cut flower food to the water and change the water every 2 – 3 days. If you wish to make a claim for replacement under our guarantee please take a picture of your product and send it to us by email to info@londonhouseofflowers.com within the period set out in Clause 5e below.
e. Since cut flowers are known perishable products please note that any request for replacement under our Quality Guarantee must be made within 24 hours of the guaranteed periods set out in clause 5a.
YOUR RIGHTS TO MAKE CHANGES:
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible (this will usually depend on the time that has elapsed since you placed the order). If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
OUR RIGHTS TO MAKE CHANGES:
a. Minor changes to the products. We may change the product:
b. to reflect changes in relevant laws and regulatory requirements – for example, laws or regulations which affect the way in which products are packaged; and
c. to implement minor technical adjustments and improvements. These changes will not affect your use or enjoyment of the product.
PROVIDING THE PRODUCTS:
a. Delivery costs. The costs of delivery are included in the price of the item
b. We will deliver your product to you as soon as reasonably possible and in any event within the time period specified on our website or communicated to you in accordance with Clause 5.
c. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control (including road traffic or crop failure) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay due to an event outside of our control you may contact us to end the contract and receive a refund for any products you have paid for but not received.
d. If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from our store. Please note that, in the event of a failed delivery, we will attempt redelivery once. If we are still unable to deliver your order you will be required to pay an additional delivery charge of KD4 in order to compensate us for the additional costs incurred.
e. If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
f. When you become responsible for the goods. Your product will be your responsibility from the time we deliver the product to the address you gave us.
g. When you own goods. You own a product once it has been delivered to the delivery address specified in your order.
h. What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, your address and telephone number. If so, this will have been stated in the description of the products on our website. If you do not provide us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and Clause 13)b) will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
i. Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
i. deal with technical problems or make minor technical changes;
ii. update the product to reflect changes in relevant laws and regulatory requirements; or
iii. make changes to the product as requested by you or notified by us to you.
j. Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 24 hours in any week we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than one week and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
YOUR RIGHTS TO END THE CONTRACT:
a. You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
b. If what you have bought is faulty or misdescribed you may have a legal right to end the contract.
c. If you want to end the contract because of something we have done or have told you we are going to do.
d. If you have just changed your mind about the product.
e. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
f. we have told you about an upcoming change to the product or these terms which you do not agree to.
g. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed.
h. there is a risk that supply of the products may be significantly delayed because of events outside our control.
i. we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than one week; or
j. you have a legal right to end the contract because of something we have done wrong.
k. Given that our products are classified as “rapidly deteriorating”, you do not have a statutory right to cancel your order after it has been accepted by us. However, you can still end the contract before it is completed, but you may have to pay us compensation. Our contract with you is completed when your product is delivered, If you want to end a contract before it is completed where we are not at fault, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.
HOW TO END THE CONTRACT WITH US:
a. Tell us you want to end the contract. To end the contract with us, please call customer services on +965 66010313 or email us at info@londonhouseofflowers.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
b. Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, we may ask you to return them to us unless you have paid us compensation for our costs.
c. When we will pay the costs of return. We will pay the costs of return:
d. if the products are faulty or misdescribed.
e. if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances you must pay the costs of return.
g. How we will refund you. If you are due a refund, we will refund you the price you paid for the products including delivery costs as soon as possible, by the method you used for payment.
OUR RIGHTS TO END THE CONTRACT:
a. We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
b. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, your correct delivery address or telephone number.
c. you do not, within a reasonable time, allow us to deliver the products to you or
d. you do not, within a reasonable time, allow us access to your premises to supply the services.
e. You must compensate us if you break the contract. If we end the contract in the situations set out in we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
f. We may withdraw the product. We may write to you to let you know that we are going to stop providing the product or remove a product from sale on our website at any time. If, exceptionally, you have ordered a product which is subsequently withdrawn we will refund any sums you have paid in advance for products which will not be provided.
IF THERE IS A PROBLEM WITH THE PRODUCT:
a. How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our team on +965 66010313 or email us at info@londonhouseofflowers.com.
b. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights. If you consider that any flowers delivered to you are not of the freshness that you would expect, please contact us within 24 hours of delivery with a photograph of the flowers so that we can review your order accordingly. If we agree that your flowers are not of acceptable freshness or longevity we will refund or replace your flowers on a date agreed between us.
PRICE AND PAYMENT:
a. Where to find the price for the product. The price of the product will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct.
b. What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
c. When you must pay and how you must pay.
d. We currently accept payment with all major debit cards through the CBK Knet facility. You must pay for products at the time of online order. You card will be charged at the time that you place your order online as indicated by the online system.
e. What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know.
OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU:
a. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
b. When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
c. We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
PRIVACY POLICY:
a. Who We Are
This website is operated by House of Flowers London. House of Flowers London is referred to in this Privacy Notice as “us” or “we”. In this policy we describe the types of personal data which we collect and the uses which we make of it. For legal purposes House of Flowers London. is the controller of your personal data.
b. What is Personal Data?
Personal data includes all information held in electronic form or manually in a structured filing system relating to a living individual who can be identified from that data (or from that data and other information in our possession) and includes personal contact information and images, such as from CCTV.
c. What Personal Data Do We Hold?
We hold personal data which you, or someone who is ordering services from us or sending one of our products to you, provide to us – for example, by completing the contact form on our website. This personal data includes:
names;
addresses;
contact numbers;
contact emails;
recipient names;
recipient addresses;
recipient emails;
recipient telephone number;
billing addresses; and
payment card name only (no payment card numbers are stored).
d. Information We May Collect From You
We may collect and process the following data about you:
Information you give us
by filling in forms on our website when subscribing to our blog posts or purchasing flowers on the website
the information you may give us may include your name, email address, postal address, telephone number and debit card information.
Information we collect about you on the www.londonhouseofflowers.com website:
technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.
e. Purposes for Which Personal Data Is Used
We use your personal data for the following purposes:
to provide our products and services to you;
to maintain a record of your previous orders; · to provide marketing communications;
to invite you to House of Flowers London. events;
to maintain our internal records of transactions;
for the detection and prevention of crime;
for fraud prevention; and ·
or other routine business purposes.
f. Disclosure of Personal Data to Third Parties
Where you have asked us to do so, we will provide your identifying information to a recipient of a product which you have ordered from us for that recipient.
g. How To Contact Us
If you have any questions about our use of your personal data, please contact us using the details below:
Tel: +965 66010313
E-mail: info@londonhouseofflowers.com (please include “Data Protection” in the subject line).
FLOWER CARE:
Hand Tied Bouquets
In order to enjoy your hand-tied bouquet or bunch of cut flowers as long as possible, prepare a thoroughly clean vase, adding fresh water at room temperature mixed with House of Flowers London flower food as instructed on the sachet. Flower food is our recommended way to extend the life of your beautiful flowers as it contains the correct mixture of ingredients to nourish them whilst keeping bacteria at bay.
Remove the gift packaging, allowing the flowers to breathe. Please do not cut the binding cord around the stems if your bouquet has been hand tied and you wish to keep it arranged as designed.
Cut each stem at an angle with a sharp knife or scissors, removing 2.5cm (1 inch) from the base of the stem. Ensure that all foliage below the water line has been removed. Foliage floating in water creates bacteria which is harmful to the flowers and will shorten their vase life.
Place the cut flowers in the vase and then move the vase to the desired place, away from direct sunlight, radiators and air conditioning units. Flowers do not like extreme heat, cold or drafts. Also, avoid proximity to fruit as fruit naturally produces ethylene as it ripens and this odourless gas will shorten the vase life of your flowers.
Maintain your flowers by removing any dead or dying flowers and any foliage that has fallen in the water. Top up with clean water daily if necessary. Ideally, re-cut the stems and change the water adding flower food every 3 days. Note very cold or hot water will stress the flowers so best to use water at room temperature.
IMPORTANT NOTES
All flowers, foliage and berries are for decorative purposes. Some flowers and plants can be harmful if consumed.
Care should be taken to keep your flowers and foliage out of the reach of children and pets.
Please take care when positioning your floral display within your home or office as leakages and dampness from the water source can cause damage to delicate surfaces. Always place the vase or container onto a protective mat.
Remove all pollen from flowers as they open to avoid the risk of staining.
Flower food should not be consumed.
Floral Arrangements
Here are some tips on how to best take care of your flower arrangement that has been created in floral foam, such as our Bloom Filled Baskets
In order to ensure the longest life of your flowers, top up the vase or container with clean water at room temperature and flower food daily as floral foam can dry out very quickly. Pour in the water slowly, preferably over a sink or place where no damage can occur from any excess water escaping.
Maintain your flowers preferably every day by removing any dead or dying flowers.
Place your arrangement away from direct sunlight, radiators and air conditioning units. Flowers do not like extreme heat, cold or drafts. Also, avoid proximity to fruit as fruit naturally produces ethylene as it ripens and this odourless gas will shorten the vase life of your flowers.
If and when some of the blooms must be removed, why not add some fresh blooms to fill in the empty space, and this way you will be able to enjoy your display even longer.
IMPORTANT NOTES
All flowers, foliage and berries are for decorative purposes. Some flowers and plants can be harmful if consumed.
Care should be taken to keep your flowers and foliage out of the reach of children and pets.
Please take care when positioning your floral display within your home or office as leakages and dampness from the water source can cause damage to delicate surfaces. Always place the vase or container onto a protective mat.
Remove all pollen from flowers as they open to avoid the risk of staining.
Flower food should not be consumed.
DELIVERY INFORMATION:
We currently deliver within Kuwait only. Orders prior to 4pm are guaranteed same day delivery. Orders placed after 4pm will be delivered the following day. You can check whether we deliver to your area either via the governorate checker in the shopping cart, or by reading the delivery details below. It may be possible to arrange a courier service to deliver outside our delivery zones, or even a late same day delivery, so for any special requests please contact the boutique on +965 66010313 to discuss your requirements with our team.
DELIVERY ZONES AND CHARGES
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Kuwait
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Al Assima, Hawally, Farwaniya
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Free Local Delivery
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