Our Terms & Conditions
We want you to be totally happy with the products and service you get from The Secret Garden Flowers. Please read the terms below and contact us if you have any further questions or concerns.
BOUQUETS & DELIVERY
At The Secret Garden Flowers we will go the extra mile to make sure you are happy. However, the seasonal nature of flowers means we cannot guarantee that your bouquet will be exactly as pictured. Occasionally we may need to substitute a particular flower for another of the same colour if availability is limited.
Should you wish to send a bespoke arrangement, please give us at least 3 days notice so that we can order the flowers. We will endeavour to give an AM or PM slot but this cannot be guaranteed, due to unforeseen circumstances such as traffic delays.
Delivery is free to all Plymouth postcodes. We can also deliver to outlying areas up to a radius of 10 miles outside of Plymouth’s centre for a flat fee of £6.95. In the event that the recipient of your flowers is unavailable, we will deliver to a neighbour and leave a calling card. However, if we are not able to do this, we will return the flowers to store and attempt delivery on our next round, free of charge. In this event we will contact the sender to advise them of the re-delivery. We also provide a free service whereby we will text or email a photo of the finished bouquet on or after delivery. This is to illustrate the bouquet and confirm delivery to the recipient.We will advise you of this service and send the information via your preferred method. We cannot be held responsible for viruses that may intercept correspondence, and highly recommend that you perform your own scans using appropriate software.
WEDDINGS & DELIVERY
We make every effort to ensure that your wedding flowers are perfect. To this end, we provide a free design service so that you can let us know what you think. If your designs are not what you required, please let us know as soon as possible so that we can get it right for you. The last date that changes can be made to your requirements is 7 working days before your wedding.
If changes are made to the original quote we provided, we will send an updated quote either in the post or by email. Our preferable method of contact is by email, as it reduces our paper usage, which helps the environment and is quicker. We can send written confirmation of your booking, along with receipts upon request.
In order to book flowers for your wedding with The Secret Garden Flowers, we require a non-refundable £50 deposit of the total quote to secure your date. This deposit can be paid in cash, by cheque or online via Paypal using a PayPal account or credit card. Please contact us for an emailed invoice.
The final balance of your wedding flowers is payable no later than 4 weeks before the date of your wedding. Any changes made to your requirements between the payment of deposit and the due date of the final balance will be added.
Your wedding day is one of the most important days of your life, and we’re here to do the hard work for you. Delivery, set-up and collection is provided free of charge in Plymouth and in a radius of up to 10 miles outside of Plymouth centre. We can also deliver to weddings outside of this area and this will be calculated on an individual basis, with a flat fee of £50 inside of Devon and Cornwall. We will ask for the relevant delivery addresses for the day of the wedding and liaise with you to arrange a delivery time.
Due to time constraints when dressing a venue, we will deliver flowers to the bride’s accommodation early in the morning. This includes the bride and bridesmaid’s flowers, buttonholes, corsages, and anything else to be carried by the bridal party. It would then be the responsibility of the bridal party to make sure the other members of the party receive their flowers. All other flowers such as table arrangements and church décor will be delivered by us separately and set up at the venue unless otherwise requested.
We will contact you a maximum of one week before your wedding day to arrange delivery. Please tell us if you have any special requests or changes in circumstance that would affect delivery of your flowers.
In the unlikely event of cancellation due to injury or sickness beyond The Secret Garden Flowers’ control, liability shall be limited to a full refund of all monies paid. Your statutory rights are not affected. The Secret Garden Flowers has full Public Liability and Professional Indemnity Insurance. If the wedding is cancelled by or on behalf of the clients concerned here up to 60 days before the wedding, all monies paid, excluding the deposit will be refunded. Less than 60 days before the wedding and a refund will be compensated as follows, based on the total agreed amount: 60-30 days – 75% refunded, 29-15 days – 60% refunded and less than 14 days – 50% refunded.
The Secret Garden Flowers will store your name and wedding details on a private internal database and diary. These details will not be made available to companies or individuals outside of The Secret Garden Flowers.We reserve the right to publicise and share any photos taken during the event for promotional purposes on our website and through our various social media channels, unless a written objection has been raised by the client.
You can hire equipment such as glassware from us to be used for your wedding or event. We will itemise this in your quote and calculate a small total surcharge for the use of all equipment. As with your flower requirements, please let us know as soon as possible if you need to change your requirements for hire.
The last date that your equipment hire order can be changed is 7 working days before your wedding or event. Please be aware that equipment hired will be collected the next day, and we will inform staff at your venue of this. We ask that you are responsible with the hired equipment and you inform us of any breakages, This is because our hire charge is small and may not cover the cost of larger equipment should it need to be replaced. Should the equipment get taken yourself or a member of your party for personal use, we will contact you for full reimbursement of the items at the current price of replacement.
In the event that you hire equipment from us as part of an arrangement, we will guide you as to what would be best suited. We cannot accept responsibility for equipment obtained elsewhere should it be deemed insufficient by yourself on the day. It is your responsibility to supply us with the correct amount of equipment at least 7 working days before the event.
PRESERVATION OF FLOWERS
In order to preserve your wedding bouquet as perfectly as possible, we would recommend arranging for courier collection as soon as possible after the wedding. We can dry your flowers up to 5 days after your wedding but cannot guarantee the best results in this case. If your bouquet is within 10 miles of Plymouth PL1 postcode, we will collect your bouquet and deliver the finished product to your door. If you are using a courier service to send your bouquet, it is your responsibility to ensure you use the appropriate packaging and postage insurance if required. We cannot be responsible for damage to bouquets received during transit. Once we receive your flowers we will take a photo of them so they can be recreated once dried. Your dried flowers will be sealed with specialist sealant, and the process we use retains as much colour and shape of the flowers as possible, but cannot guarantee each flower will remain intact after drying. There will be some fading and reduction of size that occurs naturally with dried flowers. In the instance that a couple of the flowers disintegrate we will faithfully reproduce the look as closely as possible to the original. Please bear in mind that this is open to interpretation and we cannot be held responsible if the recreation is not to your liking. In the instance that all the flowers dry unsuccessfully, we will inform you of this immediately and refund the cost. Please allow as much time as possible to book in your flowers for preserving as we can only dry one bouquet at a time. From receipt of your bouquet, we will endeavour to deliver the finished product in approximately 6 weeks.