TERMS AND CONDITIONS
General Terms and Conditions
By placing any order on this Website or through other means, you are agreeing to these terms and conditions.
Prices shown or agreed include VAT and exclude the cost of delivery.
Delivery will be arranged after we have received payment. No orders will be delivered without payment, unless otherwise agreed.
Some products may be unavailable; therefore we will make suitable substitutions for similar products without notice. Some colours may differ to website images due to the products being natural.
We will treat all your personal information as confidential and keep it secure, complying with UK Data Protection laws. We do not store card details.
We offer a local delivery service across Hertfordshire, as well as parts of Essex, London and Bedfordshire.
Flowers may be delivered any time between 9.30 and 5.30. We will do our very best to deliver at a required time, however this is not always possible.
If the recipient is not home, the flowers will either be left in a safe place or with a neighbour, we cannot accept responsibility for these flowers after they have been left. We will notify the recipient with a note through their door. If you do not agree for the flowers to be left in a safe place or with a neighbour, the flowers will be taken back to the workshop and delivery will be attempted the following day.
Flowers sent to workplaces can only be delivered to the reception desk.
We hope that you are very happy with our service, however if for any reason you are unsatisfied, please notify us within 24 hours of delivery by emailing email@example.com. You must include photographs.
A care card will be attached to every order, detailing how to care and get the best life out of your flowers. If these steps are not followed, flowers may wilt quickly and we cannot accept responsibility for this. Photo evidence will be required. Refunds and solutions will be discussed directly with us at the time of complaint.
Wedding Terms and Conditions
1.1 All florals and decorative products are subject to availability. In the event of any availability difficulties, we reserve the right to substitute flowers, containers and decorative items for products of equivalent value and quality without notice. Every effort will be made to substitute with similar products where possible. Exact colour matches are not always possible with natural products.
1.3 The first wedding consultation is free, and no further consultations will be booked without a deposit payment being made to secure the date.
1.4 Prices in an initial quotation are subject to change, with notice. The quotation will be based on estimated prices, however, should a significant rise in price occur, we will notify you with as much notice as reasonably possible to discuss further payment or alternative options.
1.5 By the act of paying a deposit, you are proceeding with the booking and entering into a contract and therefore agree to these Terms and Conditions.
2.1 An initial £250 deposit must be paid to secure a wedding date. If this payment is not met within 7 days of a consultation we reserve the right to fill the date with other bookings. The full balance must be paid 4 weeks before the date of your wedding - this date will be on the invoice. If payment is not met by this date, we reserve the right to cancel the booking.
2.2 Deposit payments are non-refundable under any circumstances. Exceptional circumstances may be considered for refund at the discretion of Wilde Hill Limited.
3.1 There will be a delivery and set up cost, which will be outlined on your quotation
3.2 The flowers will be delivered or set up at a time previously agreed between us and you, the event commissioner. If for any reason we are not able to meet the delivery or set up time, the event commissioner will be notified as soon as feasibly possible.
4. Event set up
4.1 The Wilde Hill team will personally deliver and set up your flowers unless otherwise agreed. For larger events, our trusted team of freelance florists are brought in to help. All of whom are covered by our employers liability insurance.
4.2 Wilde Hill accepts no responsibility for any damage caused by flames or lit candles at an event once set up is complete. Candles may be included in designs, however, this is for decorative purposes only and we do not advise lighting candles. We will not therefore be held accountable for any damage caused by them.
4.3 Once flowers have been delivered and we have left the venue, we no longer take responsibility for them, e.g. it is the wedding parties’ responsibility to correctly attach buttonholes and handle them with care. Bouquets must be left in water until usage.
4.4 We require that we are the sole provider of fresh flowers for your wedding.
5. Cancellation of the Wilde Hill Limited products or service
5.1 Cancellation of Wilde Hill products or service must be notified as soon as reasonably possible. The deposit payment will be retained regardless of the circumstances of the cancellation.
If cancellation occurs within 4 weeks of the wedding after payment has been made, 50% of the full balance will be retained
If cancellation occurs within 2 weeks of the wedding date after payment has been made, no refund will be given, the full balance will be retained.
If payment has not been made at 4 weeks and cancellation occurs, the full balance will be payable.
If a booking must be rescheduled due circumstances beyond control (– e.g. weather or a pandemic), every effort will be made to agree a new date, but if this is not possible, a deposit will not be refunded. If the flowers have already been ordered for this event, no refund will be possible, however each individual circumstance will be considered carefully at our discretion.
5.2 You may make changes to your wedding booking, with significant notice. No changes can be made within 14 days of the wedding date. Small changes may be possible with short notice; however this will need to be discussed individually.
5.3 We are that you do not reduce the requirements of your wedding after agreeing to a quotation by more than 20%. For example if your wedding is quoted at £5000 you may not reduce this order to less than £4000 or we reserve the right to cancel our agreement.
7. Disclaimer- Ill health, extreme circumstances or adverse weather conditions
7.1 We will of course make every effort to deliver our products and services. However, we may be affected by emergencies, extreme natural occurrences, sudden ill health or adverse weather conditions. In these extreme cases, you will be contacted at the earliest possible opportunity to discuss next steps. Where possible, a replacement Florist from our experienced freelance team will be sent to complete set up of an event or carry out a delivery if Mary-Jane, Holly and the team are not able to. This is highly unlikely. You will be notified where possible. In the event of adverse weather we will remain in contact with you in the lead up to the event and we will discuss a contingency plan with you. We cannot accept any responsibility for naturally occurring problems and therefore cannot offer refunds in these instances. However if the problem is due to our sudden ill health, emergency, accident, or similar, refunds will be offered where no contingency plan is viable.
8.1 Props hired for an event will remain the property of Wilde Hill Limited. Hire fees are non-refundable. You are responsible for the goods during the hire period from the time of delivery until the goods are accepted back into our possession. All items must be returned in the condition they were delivered or a replacement fee for the item will be charged.