terms and conditions
Terms and Conditions
1. Ordering with Raiea Roses
By placing an order with Raiea Roses, either in store, on the phone or via our website at www.raiearoses.com (further referred to as “the website”) you are agreeing to the following terms and conditions.
2. Changes to your order
If you wish to change your order, please contact us. Please note that changes to your order, such as change of delivery address or card message must be made at least 6 hours before the delivery is due to take place. This will ensure that we have time to amend the order prior to dispatch.
Once your order is being processed, cancellation of your order is possible only in exceptional circumstances and is entirely at our discretion. Once the product has been dispatched, orders cannot be cancelled anymore.
3. Deliveries
Raiea Roses offers optional delivery service in addition to any product purchase. Kindly be advised that delivery and product are separate items, both together can define an order, one does not affect the other. We always strive to fulfil any order accurately, occasional this might not be possible for reasons out of our control; we will always try to make good, e.g. when delivering to a workplace but the person is off that day, or if a delivery is rejected by the recipient for whatever, this cannot be held against Raiea Roses and does not entitle for any claims against us.
3.1 Delivery details
We will try to ensure that your order is delivered to the recipient's address you have provided. However, there are times when this is not possible due to problems with the address provided or due to problems couriers or drivers may encounter when attempting to deliver the order. It is therefore very important that you ensure that the address of the recipient you provide is accurate, and that you give us additional instructions to assist our drivers to locate difficult-to-find addresses. We cannot be held responsible for non-deliveries in case of invalid or outdated delivery addresses provided by the client; re-deliveries in such cases are subject to an additional delivery charge.
3.2 Deliveries to offices or other commercial establishments
When delivering to offices, internal distribution stations, receptions etc we will always ask the person accepting the flowers to sign a proof of delivery. Upon receipt of this proof, the order is deemed to have been executed and Raiea Roses cannot be held liable for any delays or damages that may occur with the product from this point onwards.
If a delivery is rejected by the recipient, the recipient is not home or not available (e.g. in hospital), your order will be put on hold or made available for collection at one of our stores or a mail deposit site. We will then contact you, and you or the recipient have the option of either collecting the order or arrange for a re-delivery of the order, which might be subject to an additional delivery charge.
3.3 Delivery Instructions
In case the sender leaves any delivery instructions (e.g. “call recipient as door bell not working), we will do our best to follow them and also pass this information to any service provider/courier. Once delivered and signed for, Raiea Roses cannot be held liable for the order from this point onwards.
3.4. Deliveries and Refunds
Raiea Roses strives for 100% customer satisfaction. We are aware that sometimes items may be damaged in transit due to no fault of ours or the customers.
In such cases, we will be offering to make the repairs ourselves, or send a small repair-kit or even a replacement to a customer to resolve the issue. In most cases, these work out considerably well.
On the other hand, there may be certain orders that due to their complexity in crafting, logistics and/or their expense, a refund would not be allowed. As a result, Raiea Roses will deny any refund requests for any orders over £250, but always offer an option to repair or replace the damaged product.
3.5 Notification period
In case an order is not received within the time as stated on the order confirmation, or arrives damages, please notify us within 7 days of such occurrence either by phone, email or in person in order for us to investigate and allow us to assist with the issue.
3.6 External Courier deliveries
Raiea Roses will always ship using the chosen delivery service. Under normal circumstances the packaging will ensure that any order will arrive in good condition; therefore, the order might be packed or wrapped with additional, non-branded protective packing.
Raiea Roses will not take responsibility or offer a refund for reasons out of our control, e.g. the order is not collected by the courier on time, could not be delivered on time or has been damaged by the courier company during transport. In such cases Raiea Roses will request a refund for the shipping costs from the courier company and pass this back to the sender for the shipping costs only.
As soon as the courier company collects the order at one of our outlets, we receive a tracking number for the shipment, we can provide this number to the client upon request. Please understand that from this point onwards we cannot be held liable for any change requests for delivery dates, change of address or any other change requests.
3.7 Online Orders and Deliveries of orders placed online
All above points in 3.1 – 3.6 also apply to Online Orders.
In addition, the following applies to Online Orders:
3.7.1 The confirmation email that is sent on completion of your order contains all the key information about your order. It is very important that you check this to ensure no errors have been made.
3.7.2 Raiea Roses does not provide refunds on Online Orders:
3.7.2.1 for delayed/early deliver of product, depending on the service option chose by the client, we will raise a refund request with the courier company on behalf of the client and if successful refund the client for such charges within 4 weeks.
3.7.2.2 for damaged product (e.g. broken buds, damaged rose petals or any other damages), we reserve the right to request photographic proof of such damage to help us assess the best mean to cure; upon receipt of such claim incl. evidence, we will then propose to the client within latest 2 business days the best way to cure such fault, which could be one of the following;
3.7.2.3 For broken off petals, a dropped rose bud or any other, non-structural damage to an arrangement, we will dispatch a complementary repair kit, incl. roses/materials of the same size, quality and colour; upon receipt our team will be happy to assist the recipient in person, phone or video (whatever feasible) to restore the product.
3.7.2.4 In case of structural damage to the product, e.g. physical damage to the outer packaging, resulting in damages to vases, materials or structural damage to the shape or profile of an arrangement, we would arrange for collection of the damaged product from the recipients address and upon receipt produce and send out free of charge a similar product. We kindly ask the recipient in such cases to re-package the damaged product to her/his best knowledge prior confirming collection.
3.7.2.5 In case a delay or damage to the product causes its initial purpose to pass, e.g. when the product has been ordered for a special occasion/date, we are happy to offer a store credit including all associated charges for product, delivery and postage for returning the item. Please understand that this case (3.) the item can only be accepted if returned unopened and in its original packaging.
3.8 Delivery failure and notification
Although we do our best to ensure that this does not happen, on very rare occasions, a delivery may fail to arrive at its destination due to an unforeseen delivery issue or may arrive damaged.
Please understand that we reserve the right to ask for photographic evidence of any damages prior to suggestion means to cure.
In case the product does not arrive or arrives damages, after investigating with the courier up to maximum five days after the intended delivery date, we
3.9 Deliveries on weekends and public holidays
Raiea Roses delivers within the city areas (usually within 10km or 7miles around any outlet) Monday – Sunday.
On occasion, we can make special arrangements for deliveries on Sundays and bank holidays to areas outside the above. Please contact us if you would like to request a weekend or public holiday delivery and we will try to make this possible.
4. Availability of products, exchange and restocking, refunds
We will always aim to deliver the chosen product for your order; should in rare cases, and especially for orders of Classic Roses certain varieties of Roses or greenery/fillers not be available, we will replace these with the closest match, and unless specific varieties have been orders, not notify the sender of such changes. If we have any other difficulties in fulfilling your order, we will contact you and discuss suitable alternatives.
As every Raiea Roses arrangement, made from Classic Roses or Infinite Roses is bespoke made for your order, we hope you understand that as soon as an order has been finalized and packed for dispatch, it can no longer be exchanged or modified. We cannot offer refunds on any products but will do our best to accommodate replacements (e.g. similar product in a different colour) or exchange of undamaged initial purchases for an item if similar price, within 7 days and upon presentation of receipt for the purchase.
We might ask for a restocking fee of 20% of sales value should we assess that the product has been opened, used or modified from its original status when requesting an exchange.
Any of the above requests must be made within 7 days of purchase or receipt of the product, whatever is longer.
5. Delivery failure and notification
Although we do our best to ensure that this does not happen, on very rare occasions, a delivery may fail to arrive at its destination due to an unforeseen delivery issue or may arrive damaged.
Please understand that we reserve the right to ask for photographic evidence of any damages prior to suggestion means to cure.
In case the product does not arrive or arrives damages, after investigating with the courier up to maximum five days after the intended delivery date, we
6. Personal information
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide us with accurate contact information. We will never share your identity with the recipient, even if they request this information.
Please note that we value your privacy and will never disclose or sell your private information. Raiea Roses is registered under the Data Protection Act 1998.
7. Promotional codes and Vouchers
These terms and conditions (together with any relevant documents referred to in them (including the Website terms of use) set out the terms relating to the redemption of Promotional Discount Voucher.
The details of the promotional discount will be set out in the description of the specific promotion and the specific terms and conditions for the Discount Voucher.
Please note that our standard terms and conditions of sale apply in respect of any orders placed using Discount Voucher and the Website terms of use for using our site also apply.
8. Changes to orders in exceptionally busy periods (Holidays, Valentine’s Day, Mother’s Day)
During exceptionally busy periods we may apply order deadlines. Additional orders or changes to orders after the order deadline cannot be guaranteed and will be dealt with at our discretion and on a case by case basis.
9. Testimonials
We reserve the right to display customer testimonials on our website. These will not bear the name nor any marks of identification such as special dates, pictures or footage related to the origin of the message.
10. Copyright and Trademarks
Raiea Roses are Registered Trademarks. The use of the logo, mark or any part of it is prohibited unless authorised by Raiea Roses.
11. Payment Terms and Conditions and Cancellation Policy
11.1 Personal purchases
Orders can only be confirmed if the full amount due is paid immediately, either in cash, by credit or debit card, via PayPal or BACS transfer into our bank account.
For events, a deposit of 50% of the total value must be paid four weeks before the event date.
11.1.1 Cancellation
Standard orders for catalogue products can be cancelled until the day before the scheduled dispatch (1-10 days in advance to the delivery darte)..
If any bespoke/custom-made products or services are required from us, specifically for the order, then 10 working days’ notice must be given for cancellation, in order to receive a full refund. For cancellations of orders exceeding the value of £250, or equivalent in local currency, or for cancellations of orders which include equipment or vase rental, notice of 10 working days must be given in advance of the delivery / pick-up date. Cancellations less than 10 working days in advance might be subject to a 50% cancellation fee of the total order value.
11.1.2 Equipment Rental
Equipment rental fee will be charged for items such as vases, containers, stands etc.
This rental fee includes rental of the items for one week from the date of delivery. A deposit of 50% of the retail value of the rental items is required prior to delivery. In the case of items are broken, damaged or missing after delivery / setup, the deposit for these items will not be refunded.
11.2 Corporate / Account Customers
Raiea Roses may provide account or credit facilities for corporate clients’ subject to satisfactory credit references and invoice these parties after the delivery / event has taken place. Payment terms are 30 days, starting on the last day of the month in which the order has been delivered. Payments can be made either via BACS transfer, cheque or credit card.
The above Terms and Conditions and Cancellation Policy are part of any contract or legally binding agreement between Raiea Roses and any third
1. Ordering with Raiea Roses
By placing an order with Raiea Roses, either in store, on the phone or via our website at www.raiearoses.com (further referred to as “the website”) you are agreeing to the following terms and conditions.
2. Changes to your order
If you wish to change your order, please contact us. Please note that changes to your order, such as change of delivery address or card message must be made at least 6 hours before the delivery is due to take place. This will ensure that we have time to amend the order prior to dispatch.
Once your order is being processed, cancellation of your order is possible only in exceptional circumstances and is entirely at our discretion. Once the product has been dispatched, orders cannot be cancelled anymore.
3. Deliveries
Raiea Roses offers optional delivery service in addition to any product purchase. Kindly be advised that delivery and product are separate items, both together can define an order, one does not affect the other. We always strive to fulfil any order accurately, occasional this might not be possible for reasons out of our control; we will always try to make good, e.g. when delivering to a workplace but the person is off that day, or if a delivery is rejected by the recipient for whatever, this cannot be held against Raiea Roses and does not entitle for any claims against us.
3.1 Delivery details
We will try to ensure that your order is delivered to the recipient's address you have provided. However, there are times when this is not possible due to problems with the address provided or due to problems couriers or drivers may encounter when attempting to deliver the order. It is therefore very important that you ensure that the address of the recipient you provide is accurate, and that you give us additional instructions to assist our drivers to locate difficult-to-find addresses. We cannot be held responsible for non-deliveries in case of invalid or outdated delivery addresses provided by the client; re-deliveries in such cases are subject to an additional delivery charge.
3.2 Deliveries to offices or other commercial establishments
When delivering to offices, internal distribution stations, receptions etc we will always ask the person accepting the flowers to sign a proof of delivery. Upon receipt of this proof, the order is deemed to have been executed and Raiea Roses cannot be held liable for any delays or damages that may occur with the product from this point onwards.
If a delivery is rejected by the recipient, the recipient is not home or not available (e.g. in hospital), your order will be put on hold or made available for collection at one of our stores or a mail deposit site. We will then contact you, and you or the recipient have the option of either collecting the order or arrange for a re-delivery of the order, which might be subject to an additional delivery charge.
3.3 Delivery Instructions
In case the sender leaves any delivery instructions (e.g. “call recipient as door bell not working), we will do our best to follow them and also pass this information to any service provider/courier. Once delivered and signed for, Raiea Roses cannot be held liable for the order from this point onwards.
3.4. Deliveries and Refunds
Raiea Roses strives for 100% customer satisfaction. We are aware that sometimes items may be damaged in transit due to no fault of ours or the customers.
In such cases, we will be offering to make the repairs ourselves, or send a small repair-kit or even a replacement to a customer to resolve the issue. In most cases, these work out considerably well.
On the other hand, there may be certain orders that due to their complexity in crafting, logistics and/or their expense, a refund would not be allowed. As a result, Raiea Roses will deny any refund requests for any orders over £250, but always offer an option to repair or replace the damaged product.
3.5 Notification period
In case an order is not received within the time as stated on the order confirmation, or arrives damages, please notify us within 7 days of such occurrence either by phone, email or in person in order for us to investigate and allow us to assist with the issue.
3.6 External Courier deliveries
Raiea Roses will always ship using the chosen delivery service. Under normal circumstances the packaging will ensure that any order will arrive in good condition; therefore, the order might be packed or wrapped with additional, non-branded protective packing.
Raiea Roses will not take responsibility or offer a refund for reasons out of our control, e.g. the order is not collected by the courier on time, could not be delivered on time or has been damaged by the courier company during transport. In such cases Raiea Roses will request a refund for the shipping costs from the courier company and pass this back to the sender for the shipping costs only.
As soon as the courier company collects the order at one of our outlets, we receive a tracking number for the shipment, we can provide this number to the client upon request. Please understand that from this point onwards we cannot be held liable for any change requests for delivery dates, change of address or any other change requests.
3.7 Online Orders and Deliveries of orders placed online
All above points in 3.1 – 3.6 also apply to Online Orders.
In addition, the following applies to Online Orders:
3.7.1 The confirmation email that is sent on completion of your order contains all the key information about your order. It is very important that you check this to ensure no errors have been made.
3.7.2 Raiea Roses does not provide refunds on Online Orders:
3.7.2.1 for delayed/early deliver of product, depending on the service option chose by the client, we will raise a refund request with the courier company on behalf of the client and if successful refund the client for such charges within 4 weeks.
3.7.2.2 for damaged product (e.g. broken buds, damaged rose petals or any other damages), we reserve the right to request photographic proof of such damage to help us assess the best mean to cure; upon receipt of such claim incl. evidence, we will then propose to the client within latest 2 business days the best way to cure such fault, which could be one of the following;
3.7.2.3 For broken off petals, a dropped rose bud or any other, non-structural damage to an arrangement, we will dispatch a complementary repair kit, incl. roses/materials of the same size, quality and colour; upon receipt our team will be happy to assist the recipient in person, phone or video (whatever feasible) to restore the product.
3.7.2.4 In case of structural damage to the product, e.g. physical damage to the outer packaging, resulting in damages to vases, materials or structural damage to the shape or profile of an arrangement, we would arrange for collection of the damaged product from the recipients address and upon receipt produce and send out free of charge a similar product. We kindly ask the recipient in such cases to re-package the damaged product to her/his best knowledge prior confirming collection.
3.7.2.5 In case a delay or damage to the product causes its initial purpose to pass, e.g. when the product has been ordered for a special occasion/date, we are happy to offer a store credit including all associated charges for product, delivery and postage for returning the item. Please understand that this case (3.) the item can only be accepted if returned unopened and in its original packaging.
3.8 Delivery failure and notification
Although we do our best to ensure that this does not happen, on very rare occasions, a delivery may fail to arrive at its destination due to an unforeseen delivery issue or may arrive damaged.
Please understand that we reserve the right to ask for photographic evidence of any damages prior to suggestion means to cure.
In case the product does not arrive or arrives damages, after investigating with the courier up to maximum five days after the intended delivery date, we
3.9 Deliveries on weekends and public holidays
Raiea Roses delivers within the city areas (usually within 10km or 7miles around any outlet) Monday – Sunday.
On occasion, we can make special arrangements for deliveries on Sundays and bank holidays to areas outside the above. Please contact us if you would like to request a weekend or public holiday delivery and we will try to make this possible.
4. Availability of products, exchange and restocking, refunds
We will always aim to deliver the chosen product for your order; should in rare cases, and especially for orders of Classic Roses certain varieties of Roses or greenery/fillers not be available, we will replace these with the closest match, and unless specific varieties have been orders, not notify the sender of such changes. If we have any other difficulties in fulfilling your order, we will contact you and discuss suitable alternatives.
As every Raiea Roses arrangement, made from Classic Roses or Infinite Roses is bespoke made for your order, we hope you understand that as soon as an order has been finalized and packed for dispatch, it can no longer be exchanged or modified. We cannot offer refunds on any products but will do our best to accommodate replacements (e.g. similar product in a different colour) or exchange of undamaged initial purchases for an item if similar price, within 7 days and upon presentation of receipt for the purchase.
We might ask for a restocking fee of 20% of sales value should we assess that the product has been opened, used or modified from its original status when requesting an exchange.
Any of the above requests must be made within 7 days of purchase or receipt of the product, whatever is longer.
5. Delivery failure and notification
Although we do our best to ensure that this does not happen, on very rare occasions, a delivery may fail to arrive at its destination due to an unforeseen delivery issue or may arrive damaged.
Please understand that we reserve the right to ask for photographic evidence of any damages prior to suggestion means to cure.
In case the product does not arrive or arrives damages, after investigating with the courier up to maximum five days after the intended delivery date, we
6. Personal information
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide us with accurate contact information. We will never share your identity with the recipient, even if they request this information.
Please note that we value your privacy and will never disclose or sell your private information. Raiea Roses is registered under the Data Protection Act 1998.
7. Promotional codes and Vouchers
These terms and conditions (together with any relevant documents referred to in them (including the Website terms of use) set out the terms relating to the redemption of Promotional Discount Voucher.
The details of the promotional discount will be set out in the description of the specific promotion and the specific terms and conditions for the Discount Voucher.
Please note that our standard terms and conditions of sale apply in respect of any orders placed using Discount Voucher and the Website terms of use for using our site also apply.
8. Changes to orders in exceptionally busy periods (Holidays, Valentine’s Day, Mother’s Day)
During exceptionally busy periods we may apply order deadlines. Additional orders or changes to orders after the order deadline cannot be guaranteed and will be dealt with at our discretion and on a case by case basis.
9. Testimonials
We reserve the right to display customer testimonials on our website. These will not bear the name nor any marks of identification such as special dates, pictures or footage related to the origin of the message.
10. Copyright and Trademarks
Raiea Roses are Registered Trademarks. The use of the logo, mark or any part of it is prohibited unless authorised by Raiea Roses.
11. Payment Terms and Conditions and Cancellation Policy
11.1 Personal purchases
Orders can only be confirmed if the full amount due is paid immediately, either in cash, by credit or debit card, via PayPal or BACS transfer into our bank account.
For events, a deposit of 50% of the total value must be paid four weeks before the event date.
11.1.1 Cancellation
Standard orders for catalogue products can be cancelled until the day before the scheduled dispatch (1-10 days in advance to the delivery darte)..
If any bespoke/custom-made products or services are required from us, specifically for the order, then 10 working days’ notice must be given for cancellation, in order to receive a full refund. For cancellations of orders exceeding the value of £250, or equivalent in local currency, or for cancellations of orders which include equipment or vase rental, notice of 10 working days must be given in advance of the delivery / pick-up date. Cancellations less than 10 working days in advance might be subject to a 50% cancellation fee of the total order value.
11.1.2 Equipment Rental
Equipment rental fee will be charged for items such as vases, containers, stands etc.
This rental fee includes rental of the items for one week from the date of delivery. A deposit of 50% of the retail value of the rental items is required prior to delivery. In the case of items are broken, damaged or missing after delivery / setup, the deposit for these items will not be refunded.
11.2 Corporate / Account Customers
Raiea Roses may provide account or credit facilities for corporate clients’ subject to satisfactory credit references and invoice these parties after the delivery / event has taken place. Payment terms are 30 days, starting on the last day of the month in which the order has been delivered. Payments can be made either via BACS transfer, cheque or credit card.
The above Terms and Conditions and Cancellation Policy are part of any contract or legally binding agreement between Raiea Roses and any third