Terms and conditions - The home of dreams

Terms and conditions

 

Welcome!

The Home of Dreams Ltd are completely dedicated to your total satisfaction.

By placing an order with The Home of Dreams LTD, either directly yourself on the http://thehomeofdreams.com website or through one of our customer services team over the telephone, you are agreeing to the following terms and conditions

If you have any suggestions or comments regarding our flowers please email us at thehomeofdreamsltd@gmail.com

Making A Purchase

This site has been designed to make ordering flowers in the The Home of Dreams LTD range as easy and convenient as possible. Simply select your choice of bouquet, click on the ‘Add to cart’ button, proceed to checkout, fill in your details and leave the rest to us. Your beautifully boxed flowers and gifts will be sent by Royal Mail to any address in the UK – 6 days a week. We can take orders weeks and months in advance, for this go to ‘Contact us’ page and drop your request there.

General Delivery Information For All Orders

We can deliver to any postal address in the UK. We only deliver within the UK and we do not deliver to Europe or the Republic of Ireland.

Our 10 years of experience shows that over 95% of deliveries arrive on time.

Please note – We cannot offer same day delivery – as our products are handmade.

For next working day deliveries, orders must be placed before 1pm

When ordering please enter the full address including the postcode of the recipient. We will not be held responsible for items that are not delivered due to incorrect details.

We do not pass on any details and the only information sent with the gift is the personal message card.

Should the recipient be away at the time of delivery, a card will be left stating attempted delivery and will include details of how to collect them or arrange re-delivery.

Please note – We do not include a vase with any of our bouquets as standard. Bouquets are pictured in a vase on the website for display purposes, but a vase is not shipped with any bouquet unless one is added as optional extra in the checkout.

Flowers sent to hospitals, schools, military & business addresses will be delivered to a main reception or mailing room prior to internal distribution. We recommend that orders to such locations be requested for delivery on a weekday and not Saturday.

There are no deliveries on Sundays or Bank Holidays

Free Standard Delivery

Our free Standard Delivery is offered Monday to Friday inclusive between 8am and 6pm; we do not deliver on Bank Holidays.  Saturday deliveries and morning deliveries incur an extra charge.

Availability and substitution

Flowers

All floral products are subject to availability. In the event of any supply difficulties or if the flowers we have received from our growers that are needed to make up your order do not meet our high-quality standards, we reserve the right to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.  Where this is necessary and when time allows, we will try to contact you via email.  If we read the message and believe that the flower variety is key but the delivery is not time critical, we may move the delivery back a day to await the delivery of fresh flowers. If you wish to discuss the substitution we have made, please contact our customer services team.

If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept our decision re substitution or delivery date move.

 Payments

The Home of Dreams LTD accept payments by PayPal for now.  Soon we’ll accept payments from all major credit and debit cards, including Visa, MasterCard, American Express, Visa Electron.

When your order has been placed, you will receive an email from The Home of Dreams to confirm the payment has been successful.

Our website has a secure checkout (we use SSL Certificates), so we encourage you to place your orders online.

Privacy Policy

We are committed to protecting your privacy. We collect information given to us when you place an order and this information is used to process your order, contact you regarding the order if necessary and to provide you with the best possible service. The Home of Dreams collect the information directly and do not disclose buyers information to third parties. All information is stored securely, collected lawfully and in accordance with the Data Protection Act 1998.

The personal message with the gifts is positioned so it cannot be read during transit.

We will not use your details to contact you regarding future promotions and offers unless you opt-in to such marketing during the order process.

Any email marketing we may send will include an unsubscribe option.

We do not and will not sell our mailing list to third parties.

If you wish to add or remove yourself from our mailing lists at a later date or if you have any questions or comments about privacy you can do so by contacting us by telephone on 07495943258 or by emailing us at thehomeofdreamsltd@gmail.com

Cookies are used on this shopping site to keep track of the contents of your shopping cart.

Returns Policy And Cancellation Rights

If you are in any way disappointed with our flowers or service, please telephone us on 07495943258 or email us at thehomeofdreamsltd@gmail.com.

If you have cause for complaint this must be received within 14 days after dispatch. Please note we cannot guarantee an exact delivery date on flowers dispatched by first class post.

Our customer service phone line is personally operated between 9.00am and 7.00pm Monday to Friday and 9.00am to 12.30pm Saturday. This may be extended during busier times.

All calls are charged at the national rate.

We aim to respond to customer service matters within one working day and resolve all complaints within three working days. Calls may be monitored for training purposes and to maintain our high level of quality service.

For bespoke bouquets please allow up to 4 days for your delivery. Please check all of your personalisation options as we cannot accept returns due to customer error. Personalised items are non-returnable.

In accordance with the Consumer Contracts regulations (2013) you may also cancel your order at any time without reason, within 14 working days of delivery. Should you wish to cancel your order and receive a refund, you must confirm this in writing within 14 working days of receipt and return the packaged item to us at the address given.

The item(s) must be returned to us unused and in as new condition. You will be liable for all postage costs incurred as a result of returning an item to us. We cannot issue a refund until we have received the goods. We recommend you obtain proof of posting when you return any goods to us.

Please note this policy excludes all our flower products as these are perishable goods and exempt from this legislation. This does not affect your statutory rights as a consumer.

Abusive behaviour

We will not tolerate abusive behaviour in any way, shape or form.  Whilst we endeavour to do our very best, and 99% of our orders go like clockwork, mistakes are sometimes made.  Purchasing from The Home of Dreams does not entitle individuals to treat our staff abusively.  If anyone is abusive to our staff, we will terminate any dialogue.  We will not resume dialogue unless it is in a non-abusive fashion and with the level of respect to which every human being, on either end of the telephone, has a right.  We reserve the right not to deal with returning customers who have previously been abusive or offensive.  We may block their account or take any other measures we wish to prevent them using our services in future.

 

Special offers and Promotional Codes

At our discretion from time to time, we may offer promotional codes or 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.  A special offer or promotional code cannot be used in conjunction with any other special offer or promotional code. Promotional codes can only be used for mainland UK delivery only unless expressly stated otherwise. In the event that a customer has made a purchase and the price of a product falls or is discounted due to a special offer or promotional code, the price of the product at the time of purchase shall ‘prevail’.  We are unable to offer special offer discounts or apply promotional codes for purchases that have already been made. As our special offers are often made available due to the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice.  We also reserve the right to offer personalised special offers and promotions which will on be redeemable by the customer in receipt of the special offer.

As mentioned above, there may be times when certain products are offered with a free item (i.e. a free vase with a bouquet of flowers). These items are subject to availability and so, should an occasion arise when they are omitted from an order, we reserve the right to offer an alternative at our discretion, or offer no replacement.

 

Fraudulent behaviour

If we believe that an order may be fraudulent in nature, for whatever reason, we reserve the right to cancel the order and refund the funds.  We are under no obligation to reveal why we believe the order to be fraudulent.  We will co-operate with the police regarding any criminal investigations.  We reserve the right to refuse to serve customers, block their IP address from accessing our website and any other blocking or fraud prevention measures we feel may be necessary to implement from time to time.

 User comments, feedback and other submissions provided by customers

You agree that any material, information or ideas that you transmit to this site is, and will remain, the property of The Home of Dreams. Furthermore, you accept that you are prohibited from posting or transmitting to or from this site any unlawful, threatening, libellous, defamatory, inflammatory, pornographic or profane material that could give rise to any civil or criminal liability under law.  You are solely responsible for the content of any comments you make.

 

Website Disclaimer

The information contained in this website is for general information purposes only. The information is provided by The Home of Dreams LTD and while we endeavor to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

Through this website you are able to link to other websites which are not under the control of The Home of Dreams Limited. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, The Home of Dreams Limited takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

Phew! That was a lot of writing.

I hope you will enjoy the time spend with us!