Terms & Conditions

1. Who is Signature by Robinson’s?

Signature by Robinson’s and Robinsonsflowers.im is the trading name of Robinson’s Limited.

Robinson’s company number is 017536B and the registered address and trading address is Ballapaddag, Cooil Road, Braddan, Isle of Man, IM4 2AF

The RobinsonsFlowers.im website is wholly owned and operated by Robinson’s Limited.  Read more general information about Robinson’s here and read our answers to Frequency Asked Questioned.

By placing an order with Robinson’s Limited, either directly yourself on the http://www.robinsonsflowers.im website (“the website”) or through one of our customer services team over the telephone, you are agreeing to the following terms and conditions.

 

2. Changes to your order

If you wish to cancel or amend your order, please call us on 01624 626908 or email us via our contact page.   Please note that any changes to your order including delivery address, gift message and additional items must be made by 8.30am the day before delivery or by 9am on Saturday for Monday delivery, to ensure that we have time to amend the order prior to delivery.  We will always do our very best to carry out amendment requests, but we cannot guarantee that we are able to makes the changes.

Orders placed or cancelled after our offices have closed on week days, Saturday or on Sundays or Bank Holidays will be treated as having been received on the following working day.  Please also see sections below with our policies regarding changes to orders over Valentine's Day, Mother's Day and Christmas periods.

 

3. Delivery

Addresses
We do everything we can to ensure that your order is delivered to the recipient’s address that you provide. However, there are times when either the address information that we receive from our customers or in the event of our drivers encounters problems on attempting delivery when this is not possible.

It is very important that you ensure accurate recipient address information, in particular the postcode. Deliveries cannot be made to PO Box addresses nor to FREEPOST addresses.

The confirmation email that is sent on completion of the placing an order contains all the key information relating to your order.  It is important that you check this to ensure the information is correct.  If an incorrect address is given and the gift is despatched before any errors are highlighted, then automatic entitlement for a resent fresh bouquet is not guaranteed. 

If you are unsure of the correct delivery address, we recommend using one of the following address lookup websites:

http://www.royalmail.co.uk or http://www.gov.im/post/postal/fr_main.asp

We also provide a free lookup facility during our ordering process.

Our delivery service covers the Isle of Man. If you require delivery to the United Kingdom, the  please visit our sister brand Post-a-Rose.com.

Next working day delivery is provided free of charge on all orders placed before 3pm the previous day and 11am Saturday for a delivery on a Monday.

Deliveries to hospitals
Deliveries to a hospital ward can sometimes be problematic because patients often move ward, or are discharged.  However, many of these problems can be avoided by ensuring that we have accurate and up-to-date information about the ward that the recipient is in.

It is very important that you provide the recipient’s full name as there can be several patients with the same name in the same hospital. 

Some wards do not accept flowers, so you should check that the ward to which you wish to send flowers allows patients to have flowers on the ward.  If flowers are not accepted in the ward, we shall not be able to refund the cost of the bouquet.

Deliveries for sympathy and to funeral directors
If flowers are going to a funeral, we recommend that they be delivered the day before the funeral to ensure they get to the funeral in good time.  Also, if flowers are going to a funeral directors', it is essential that the name of the deceased and the funeral director are both included.  If they are not, the funeral director may not accept the flowers.  If flowers are not accepted, we will not be able to refund the cost of the bouquet.

Failure to deliver
If we are unable to deliver your order to the recipient's address, we will attempt to leave in a secure location on the recipient's property or with a neighbour.  If this is not acceptable, please ensure that you tell us when you place your order. If we are unable to deliver the order, we will attempt to contact you as soon as we know.  It is also very helpful if you provide us with the telephone number of the recipient as this often makes it easier to resolve delivery problems when the recipient is not at home at the time of delivery. It is not always possible for us to alert either the recipient or the customer by telephone of our failure to deliver.

In the event that we are unable to deliver the order to a recipient's address that you have provided, we will attempt delivery either that same day or the following day.   At our discretion, we may refund the delivery charge associated with the failed delivery.  We are not responsible for any other costs incurred by the customer due to failed deliveries.

For deliveries made by our distribution partner, Isle of Man Post, their policy is to leave a card if no one is in.  They may attempt redelivery later in the day but do not guarantee that they will.  If they do not attempt redelivery on the same day, they will attempt redelivery the next day. 

Signatures are not required on delivery for Robinson’s flowers.

Timing of deliveries
We undertake to deliver between 9am and 5pm.  However if we miss this delivery time but still deliver the flowers, we will not make a full refund.  Similar to clause 6 below, we will discuss with the customer what a reasonable discount might be in the given situation.  By buying flowers from Robinson’s Ltd you are not entering into a contract that guarantees delivery between the times cited above or a full refund.

During extremely busy periods, such as Christmas, Valentine's Day and Mother's Day, we reserve the right to extend our delivery window to 8am to 6pm in order to guarantee that all orders will be delivered on the day requested.

Force Majeure
Neither we, nor any delivery service that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control.

 

4. Availability and substitution

Flowers
In the unlikely event of any unavailability of specific flowers or colours, we will undertake to fulfil your order with the closest matching alternative of at least the same value. If this action is necessary and when time allows, we will try to contact you via email.  If you wish to discuss the substitution we have made, please contact our customer services team on via our contact page.

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 regarding substitution.

Non floral products
Very occasionally, we can be out of stock on a product that is still live on the website, though typically all the products on our site are in stock.  If we are out of stock of one of our products and you try to purchase it, we will try to contact you to discuss either removing the product from your basket and refund you the cost, or substituting another product in the out of stock product's place.  If we are unable to contact you, we reserve the right to make the decision on your behalf (remove or substitute).

On occasion, certain products are offered with a free item as part of a promotion. 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.

Our Guarantee
We do have stringent quality control procedures in place to ensure that our flowers arrive and remain in first class condition for as long as possible and we offer a 7 day guarantee on all our cut flower products. However, if on very rare occasions, flowers arrive at their destination damaged or fail to arrive due to an unforeseen delivery issue, please contact us immediately so that we can either arrange to re-send a replacement product on the next available delivery date or a full or partial refund, depending on the specific circumstances of the issue.

We will not offer both a refund and a resend.  Where flowers have been damaged we will normally ask for photographs clearly showing the problem so we can use them to determine any issues with our system. It is important that we are contacted as soon as possible regarding issues. In the event that a small item, such as a balloon or vase, should arrive damaged or be missing, we shall be unable to resend that item but would be happy to refund its value.

It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.

Vase life of flowers
All our flowers are incredibly fresh, as they are purchased daily either directly from growers or off the flower auctions in Holland and then transported direct to us and stored in ideal conditions in our flower fridges.  We guarantee our flowers will last at least five days and most probably even longer, although this can vary by variety.  It is important that the flowers are cared for correctly as putting them by heat sources or draughts can severally effect the vase life.  Therefore, we include instructions and flower food with all our flowers. 

 

5. Pricing & Payment

All prices stated include service and VAT. Delivery charges apply depending on the method of delivery. There are additional no hidden charges.

We accept the following major debit and credit cards:

Payment via PayPal is accepted.

Our VAT Reg No is 000 0641 59

 

6. Fraudulent behaviour

If an order is believed to be fraudulent in nature, 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

 

7. Duplicate orders

If we notice that two identical bouquets have been ordered, we may remove one, refunding the cost, if we believe it to have been ordered in error.  In such circumstances we will attempt to contact the customer but if it is urgent and they cannot be reached, we may make the decision ourselves. 

 

8. Alcohol policy

Robinson’s may sell products containing intoxicating liquor. Pursuant to the Licensing Act 1995 it is an offence for any person under the age of 18 to buy, or attempt to buy, intoxicating liquor, or for any person over the age of 18 to buy intoxicating liquor on behalf of any person under the age of 18, subject to a maximum fine on conviction of £1000. We are committed to upholding both the legal and social obligations as a retailer of intoxicating liquor. We have introduced a number of control checks to achieve this throughout the purchase and distribution process.

 

9. 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.  Only one promotional code can be used per order.

In the event that a customer has made a purchase and the price of a product is subsequently discounted, then price of the product at the time of purchase shall remain.  We are unable to offer special offer discounts or apply promotional codes retrospectively.

 

10. Customer and recipient personal information

If you do not put your name into the message card field, we will not disclose your identity to the recipient.  If requested, we will email or call you to let you know that they are enquiring.

 

11. Cut off times

Our cut off times for deliveries are shown on our delivery page.  If you wish to order flowers for same day or next day delivery, we urge you to place your order in good time before our cut off time passes.

Deliveries on weekends and public holidays
We deliver on Saturdays, but not on Sundays or public holidays. There are occasion exceptions to this such as Mothering Sunday. On these occasion any changes to our delivery service will be shown on all related product pages and on our delivery page.

Valentine's Day, Mothering Sunday & Christmas orders
During this exceptionally busy period, if you wish to change any detail of your order, please get in touch via our contact page. Please note that any changes to your order (delivery address, gift message, additional items) must be made by at least 3 days hours before the delivery date to ensure that we have time to amend the order prior to dispatch.  Although we will endeavour to make amendment requests that we receive after this time, we cannot guarantee that we are able to make the changes.

 

12. User comments, feedback and all 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 Robinson’s. 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.

 

13. Copyright

Robinson’s "Signature" logo and all wording and imagery on all Robinson’s Online sites are copyrighted.  You may not copy, modify or distribute all or part of any of Robinson’s works, or other content, without Robinson’s Ltd consent.

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