Terms and conditions
1 Placing an Order
When you place an order with MB “Gėlės į namus”, either by telephone or via the website https://vilniusflowers.lt you are deemed to have read and understood the following terms and conditions.
1.1 Cancelling your order
Orders can be cancelled 24h prior to the specified delivery date by emailing info@vilniusflowers.lt , stating your order number and reason for cancelling. Please note, once orders have been despatched we cannot cancel it due to the perishable nature of the product. We cannot cancel orders during peak events which can be processed four days prior to despatch. Once we have received your cancellation request we will confirm this cancellation via email.
1.2 Changes to orders
1.2.1 We can make a change to an order with reasonable notice and before dispatch; once an order has been dispatched we cannot amend the order. For all changes please call the customer service team or email your request stating your order number clearly. For all other products, they may be returned and refunded if they are returned within 24 hours from time of receipt. All refunds will be made within 3 days of receiving the returned item. Refunds are processed within 3 to 4 working days.
1.3. The same day flower delivery possible when flowers are ordered before 4 PM.
2 Refunds
Due to the perishable nature of all flower deliveries any complaints and refunds will be dealt with on a case by case basis. This does not affect your statutory rights.
2.1 Please note flowers may only be returned/replaced/refunded if the complaint is made within 24 hours of receipt, this may be made by telephone or email. If the order received was not what you ordered or is damaged, defective, or the delivery is of an incorrect quantity you must notify us within 24.
2.1.1 If flowers are disposed without photographic evidence any remedy will be discretionary.
2.1.2 It is the senders’ responsibility to inform the recipient of the delivery of a gift item; if perishables are left in a safe place at the discretion with the courier we are not liable thereafter for the safe receipt of the goods. We will endeavour to redeliver if goods are returned. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own; we are regrettably unable to offer a refund. Any remedy will be discretionary.
2.1.3 If we cannot make contact with the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non-delivery if we have tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary. This does not affect your statutory rights.
2.1. MB “Gėlės į namus” are not responsible for any order where the recipient refuses to accept the item. MB “Gėlės į namus” will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item.
2.1.5 For items that are returned within the statutory cooling off period the consumer will bear the costs for the return of that item. If and delivered goods are damaged/defective and we require the item back we will bear all delivery/collection costs. This does not affect your statutory rights.
2.1.6 We will be able to make a deduction refund for any diminution in value of the returned goods due to handling which goes beyond the sort of handling that might be reasonably allowed in a shop.
Deliveries
4.1 We cannot guarantee a delivery date as delivery is executed via a third party, but will endeavour to deliver on your desired date as all flowers, except for hand delivered products, are dispatched the day before the intended delivery day using a 24 hour delivery service the day before your chosen date. In the event a delivery is not made on the specified date we cannot offer a refund unless extra was paid for same day delivery, however for exceptions please see our 100% Satisfaction Guarantee. Delivery days are 7 days a week with except for Bank holidays. Any orders made for delivery on a bank holiday may be delivered the next working day unless otherwise stated. Next day flower deliveries are delivered via Royal Mail, DPD and DX. Hamper and larger gift deliveries may take an extra working day in transit.
4.2 We will always attempt to deliver your order to the address that was entered on the order page. It is vital that a complete address in provided such as a flat number, post code, unit, room number, street address and town. For hard to reach areas please contact customer services and provide us with additional information. We cannot deliver to PO boxes, army bases or airport terminals.
4.2.2 Cut of times for deliveries are 9pm Monday to Friday, 5pm Saturday for Sunday Delivery and 2 pm on Sunday for Monday delivery (exceptions apply, please see s.9). For same day delivery, the cut of is 3pm excluding Sundays. Orders placed after this time may not be sent out for next day or same day delivery but will be rescheduled for the next working day. For cancellation, please refer back to 1.1.
4.3 After you have placed your order you will receive an email confirming the order details in full. It is important that you check that these details are correct as amendments may not be accepted after this time. We advise that you check your junk box for emails in case our mail appears there. If you do not receive this email you should contact customer services.
4.4 We are not liable for delivery failure where incomplete or incorrect shipping has been provided, this includes incorrect post codes. The onus is on the customer to check that the information is correct.
4.5 Hospital and Funeral Deliveries
When placing an order for a patient or member of staff at a hospital, it is important to check prior to purchase that the hospital will accept florist deliveries. It is important to provide us with an up to date ward number for a particular patient as not all hospitals permit florist deliveries. We are not liable for instances where a delivery is refused for a hospital order. Any remedy sought will be discretionary. For funeral deliveries we must receive the order at least 24 hours prior. If the order is to be delivered at the funeral directors, the name of the deceased must be provided along with the time and date for the funeral
4.5.1 Confirmation of Delivery
If flowers are signed for, either at a house, hospital, hotel or reception, this will be proof that the order has been delivered successfully to your recipient.
Customer Care
Our dedicated customer service team aim to provide you with the best possible customer experience. They aim to deal with all enquiries quickly and efficiently. Office hours are 9.00am to 5:00pm Monday to Friday. Office hours extend at peak periods.
5.1 Equal Treatment
Our customer service team will treat all customers with respect and they deserve to receive the same. Any email/telephone call received which may be considered offensive or abusive will not receive a reply and we may refer it to the appropriate authorities. We reserve the right to cancel a customer account if we consider the customer is behaving in an inappropriate way. If a member of staff feels threatened or abused, the conversation will be terminated. Help us to help you!
100% Satisfaction Guarantee
Doing all we can to ensure a fresh bouquet is delivered to your recipient. At MB “Gėlės į namus” we deliver bouquets a year to every corner of the Vilnius to delighted recipients and strive to give the best possible service and deliver the best & freshest bouquets expertly arranged by our team of florists. From time to time things can go wrong and mistakes can happen which is saddening to us and we take it personally if our service hasn’t been anything but plain sailing. We are human after all but we really do try our best to get it right the first time, every time.
6.1 If you are not 100% happy with your bouquet buying experience with us please get in touch and let us know, we really do appreciate feedback and are always striving to better our service. You can get in touch calling +370 691 65 414 or via email and one of our customer service team will be very happy to assist you. Whatever the problem maybe, we will strive to make you a happy customer again.
6.1.1 Our 100% satisfaction guarantee only covers the aspects of our business that we have direct control over and does not cover the actions of third parties.
6.1.2 Our 100% satisfaction guarantee is not applicable to issues that are not directly under our control for example if a customer enters an incomplete or incorrect delivery address, if a delivery is refused by the recipient or business/Hospital, if multiple delivery attempts are made unsuccessfully, delays in transit, if we are awaiting missing information from the customer i.e. a missing address line or inaccurate delivery information. Please also note, once flowers have been despatched, we are unable to change or amend order details.
6.1.3 Our courier delivered flowers once are exempt from our 100% satisfaction guarantee as once they are picked up by the courier they are out of our direct control. Refunds and resends are at our own discretion and will all need to be investigated with our courier before any action can be taken due to the sheer volume of parcels the courier deals with. This may take up 7 working days. This does not affect your statutory rights.
6.1.4 In the unfortunate event of a non-delivery on the delivery date you selected please contact our customer service department so that they can review your order.
6.1.5 If your bouquet has arrived in a poor state we will of course send out a replacement bouquet. Please note with proper care and fresh water the longevity of your flowers will be increased. We require a photo to clarify the condition of the flowers within 3 days. All bouquets are delivered with full care instructions provided.
6.1.6 If for whatever reason we are unable to fulfil your order we will refund the full amount to you or will redeliver the bouquet at a later date and upgrade it to a greater value free of charge.
6.1.7 All flowers and colours are subject to availability and seasonal availability and are therefore subject to substitution. Orders will be made up with equal or greater value; this applies to our same day range.
7. If for whatever reason we deliver a bouquet not suitable for the occasion we will send out the correct bouquet to your recipient. This excludes bouquets that have had blooms replaced due to seasonal availability.
7.1 We must be notified within 48 hours of any issue with your order. Free items are a guarantee – you must notify us within 48 hours if your item is absent and we will send the free item out at the earliest available time. All compensation for problematic orders will be in the form of a full or partial refund against the original amount. Our office hours are Mon-Fri 9am to 9pm, Sat 9am – 5pm. Correspondence will be handled within this time frame.
8 Fraud
If we believe any order to be fraudulent we reserve the right to cancel and refund that order.