1.1 All products as depicted on this website (as may be varied from time to time) are available almost everywhere in the UK, Channel Islands, Republic of Ireland and Isle of Man - or as otherwise directed. Certain product ranges are available in selected delivery areas only.

1.2 Certain flower and plant products may be delivered in bud to ensure longer life.

1.3 Some flower and plant products may be harmful or poisonous (lilies in particular can be extremely toxic to cats), if you require further information before submitting an order please contact the Interflora Customer Contact Centre using the contact details set out in Section 7 below.

1.4 All products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute with a product of equivalent value and quality without notice.

1.5 In the event that we are unable to supply all or part of your order (the product or any substitute product to you at all), we shall notify you as soon as possible and reimburse your payment in full no later than 30 days after the intended delivery date.

1.6 We are unable to offer Champagne or other Finishing Touch items with products ordered from selected ranges, this will be made clear when placing your order.

1.7 Products are delivered next day unless other delivery date or service is selected.

1.8 Selected products are not available for same day delivery or other special delivery services. Further information regarding product availability and delivery options will be presented when placing your order.

1.9 We guarantee the freshness of your flowers for 7 days from the date of delivery/collection. The exception to this is David Austin Roses and flowers in our summer and spring ranges which are guaranteed for a minimum period of 5 days.

1.10 Please note our collection of flowers to wear such as corsages, buttonholes and floral crowns will last well for the day of the special event (24 hours). If taking delivery the day before you plan to wear, it is recommended keeping the flowers in a cool, dark place.

2 Alcoholic gifts

2.1 Under the Licensing Act of 1964 (UK) and 1976 (Scotland) it is an offence for any person under 18 years to buy, or attempt to buy, alcoholic liquor. It is an offence under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland) for any person under 18 to buy, or attempt to buy, intoxicating liquor. It is an offence under Licensing (Northern Ireland) Order 1990 for any person under 18 to buy, or attempt to buy, intoxicating liquor.

2.2 Alcoholic gifts are distributed to selected areas in association with a licensed third party, for further information regarding our suppliers contact our Customer Services Team.

3. Prices

3.1 Prices listed within the Interflora Service are valid for a maximum of 14 days of submitting your purchase form.

3.2 Prices include VAT for deliveries within the UK, Republic of Ireland and Channel Islands.

3.3 Except where stated product prices exclude Interflora Delivery.

3.4 Product prices for items requiring delivery outside of the UK, Republic of Ireland and Channel Islands exclude transmission or delivery charges.

4. Orders / Payment

4.1 You will be given clear instructions to navigate the order process and will be required to provide us with your complete personal details, including accurate postcode, together with those of the intended recipient and all necessary payment details.

4.2 We accept payment by all major credit and/or debit cards other than Diners, department store cards and any other credit and/or debit cards as we may specify from time to time.

4.3 By clicking on the 'check out' button at the end of the order process, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing anywhere on the Interflora Florists Online site.

4.4 Submitting your order is subject to our acceptance of this offer. We will send an email confirmation of your order details to advise that we are processing your order via the email address you provide. We will not consider ourselves bound by a contract with you until we have issued this email confirmation.

4.5 We cannot accept orders from customers under the age of eighteen (18) years.

5. Delivery

5.1 Except where stated, Standard Delivery is next day, and a charge of £6.00 will be applicable within the UK, Republic of Ireland, Isle of Man and Channel Islands. If you request delivery to remote areas which are not normally delivered to by Interflora you will be advised of any additional charges as soon as possible upon receipt of your order.

5.2 Selected products are not available for delivery to certain areas - where possible we will advise you of these restrictions before you place your order.

5.3 Some products will be delivered via courier or postal services to UK mainland addresses. Courier delivery is £6.00. Postal delivery is included in the product price. We will advise you of the first available delivery date for your chosen item when you place your order. Every effort will be made to deliver on your chosen date, the exact delivery date cannot be guaranteed. Delivery can be made within 24 hours when placing your order before 3pm Monday to Friday. Courier/Postal deliveries are not available for Scottish Highlands (and some Scottish Islands), Eire, Channel Islands, Scilly Isles, BFPO addresses & H.M. Prisons. Courier/Postal deliveries are not available for delivery at Weekends or bank holidays.

5.4 Delivery Services - Should you require your delivery to be made within a specific time period we are able to offer the following delivery services. Please note some services are subject to availability. We will advise you of services available at the time of placing your order:

5.4.1 Same day delivery at a charge of £8.00 (except where noted).

5.4.2 'AM/PM' service at a charge of £4 in addition to Interflora Delivery of £6.00. This delivery option is not currently available when ordering online so please call 0333 003 0932 to place your order. The service is offered to orders for delivery within the UK, Republic of Ireland, Isle of Man and Channel Islands. Should you require this delivery service, your order must be placed by 3pm, 24 hours in advance of the required delivery date (3pm Saturday in the case of Monday deliveries). This delivery service is offered subject to availability and may be withdrawn without notice during busy periods.

5.4.3 '3 hour delivery' service is available at a charge of £5.00 in addition to Interflora Delivery of £8.00. This delivery option is not currently available when ordering online so please call 0333 003 0932 to place your order. The service is offered for orders to selected delivery locations within the UK, Republic of Ireland, Isle of Man and Channel Islands. Please request this service at the time of placing your order. This delivery service is offered subject to availability and may be withdrawn without notice during busy periods. We regret this delivery service is not available for orders requesting Champagne as part of the order.

5.5 Orders for products delivered via courier or postal services received before 3pm Monday to Thursday can be despatched the same day for next day delivery almost anywhere in mainland UK subject to availability. Orders received before 3pm Friday will normally be despatched the same day for Monday delivery almost anywhere within mainland UK, however, some suppliers do not deliver on Monday. We will process orders received on Sundays or Public Holidays the next working day.

5.6 Your intended delivery date will be confirmed in your email order confirmation. We will process orders received on Sundays or Public Holidays the next working day.

5.7 Delivery is not available on Sundays or public holidays, orders will be delivered on the next working day.

5.8 To avoid problems or delays with delivery, please ensure that you have included the full address details, including accurate postcode of the intended recipient and telephone number, together with your daytime contact telephone number or e-mail address so that we can notify you in the event that any delivery problems are encountered.

5.9 Certain products will be delivered during a delivery period, providing delivery within a time frame around your preferred delivery date - you will be advised of this at the time of placing your order.

5.10 Whilst we agree to use all reasonable endeavours to ensure that delivery will be on the requested delivery date or during the delivery period, you acknowledge that actual delivery will be via a local florist or for certain orders via third party courier or postal service. In very occasional circumstances delivery on the requested terms will not be possible, in such circumstances you will be given prior notice wherever possible and we shall either make alternative arrangements or reimburse your payment in full in accordance with clause 1.5 above. Goods delivered via third party services are generally despatched 24 hours before the requested delivery date for most UK mainland addresses. For deliveries via third party to Northern Ireland, Wales and some areas of Scotland, please allow up to an additional 48 hours after the requested delivery date for delivery to be made.

5.11 In the case of delivery to certain locations, where a third party is involved, such as offices, hospitals, Funeral Directors, airports, hotels, ships and other business locations, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to your chosen recipient. Please be advised that some products are unsuitable for delivery to Funeral Directors, Hospitals, airports or ships, please contact Inteflora Customer Services for further information using the contact details set out in Section 7 below.

5.12 Please note that the carrier is only responsible for delivering to the address you quote (or to a neighbour if no one is at home) we regret that where the goods have been correctly delivered we cannot accept responsibility if the intended recipient has moved, or lives elsewhere, and the actual receiver refuses or fails to return item(s).

5.13 Please note that where the carrier is unable to find someone to accept delivery, or unable to leave the delivery in a secure location, they will leave a card at the address for the recipient to make contact and re-arrange delivery. If the recipient fails to make contact in good time we reserve the right to charge for re-delivery to that or an alternative address..

5.14 Before placing your order, please review delivery cut-off times & prices.

5.15 Please note that if you order a number of items for delivery to the same address, they may be despatched separately and we cannot guarantee delivery on the same day.

6. Cancellation

6.1 If, for any reason, you wish to change or cancel your order you can do so, subject to clause 6.2, by calling 0333 003 3588 or emailing: customer.support@interflora.co.uk. Alternatively you can cancel your order, subject to clause

6.2, by filling in the customer feedback form on our and sending it back to us at customer.support@interflora.co.uk. Please give 48 hours notice before the requested delivery date. 6.2 We regret that you may not cancel an order for: (i) perishable goods once your order has been dispatched; or (ii) customised goods if as at the time you seek to cancel, the customisation process has begun.

6.3 In respect of non perishable non-customised goods you may cancel your order from the point at which you place your order until 14 calendar days after you have received your goods. If you exercise your right to cancel, you will be responsible for costs of returning the goods which must be returned within 14 calendar days of cancelling. You are not entitled to reimbursement of costs for enhanced delivery. Interflora have the right to deduct an amount for diminished value of goods.

6.4 In the event that goods are to be returned please return them to: Customer Services Department, Interflora British Unit , Interflora House, Watergate, Sleaford, Lincolnshire NG34 7TB and you will receive a full refund, subject to clause 6.3. In the event that goods purchased from a florist need to be returned, these should be returned to the premises of the florist delivering the goods.

6.5 You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

7. Interflora Customer Services

7.1 In the event of any complaint please contact us and we'll do all we can to put the situation right. By email: FLOWERS BY JOSEPHINE'S

By telephone: 020 8883 3598

By post: 60 High Road

East FinchleyLondon

7.2 Our Customer Services Team is available from 8am until 6pm Monday to Friday and 8am until 5pm on Saturday.

7.3 Because of the perishable nature of most products and in order to assist us in resolving any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within 1 working day of the date of delivery or intended delivery of your purchase.

7.4 In the event of any complaint please contact us and we'll do all we can to put the situation right, or, if you prefer, give you your money back.

Online Dispute Resolution - ODR

Under European Legislation, if you are not able to resolve any customer service issue you may have with a product or service you have purchased via our website or by telephone you may wish to consider an Alternative Dispute Resolution. For further information please visit the European Online Dispute Resolution Platform http://ec.europa.eu/consumers/odr/.

Interflora works with Small Claims Mediation (UK) Ltd and they are authorised by the Government under the Alternative Dispute Service for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Full details of the company are available on their website www.small-claims-mediation.co.uk. We can submit full details of your complaint and our proposed resolution on your behalf. Alternatively, Small Claims Mediation will be happy to talk to you directly. There will be no charge to you for this service. 

 

8. Disclaimer

8.1 Whilst we agree to use all reasonable endeavours to ensure that the Interflora Florists Online Site and/or the Interflora Florists Online Service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the Interflora Florists Online Site and/or the Interflora Florists Online Service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Interflora Florists Online Site and/or the Interflora Florists Online Service impossible or impractical.

8.2 (a) We accept liability for death or personal injury arising from our negligence.

8.2 (b) Subject to clause 8.2(a), our liability in contract, tort (including negligence and breach of statutory duty) or otherwise arising by reason of or in connection with your order with us shall be limited to a multiple of [5] times the price you have paid for the products.

8.2 (c) Subject to clauses 8.2(a) and 8.2(b) above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Interflora Florists Online Site and/or the Interflora Florists Online Service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the products supplied.

8.2 (d) Subject to clauses 1.5 and 5.3 above, we shall not be liable for any delay or inability to perform our obligations to you if such delay is due to any cause whatsoever beyond our reasonable control.

8.3 We understand that we are under a legal duty to supply goods that are in accordance with the contract.

9. General

9.1 We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Interflora Site and/or the Interflora Service from time to time. We will post any changes on the Interflora Site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Interflora Service or Interflora Site. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new terms and conditions.

9.2 Additionally, we reserve the right to suspend, restrict or terminate access to the Interflora Site and/or the Interflora Services for any reason at any time.

9.3 These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Interflora Site, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

9.4 We shall ensure that we comply with the requirement of all current data protection legislation including, without limitation, the Data Protection Act 1998 (as replaced, modified or re-enacted from time to time). We shall only use personal data received from you for the purpose of fulfilling our obligations under these Terms and Conditions and as stated in our Privacy Policy.

9.5 A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.

9.6 In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.

9.7 Your purchase will be deemed to have occurred in the UK. These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.

10 Intellectual Property

10.1 All other rights, including copyright, in this website are owned by Interflora British Unit. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non commercial use is prohibited without the permission of Interflora British Unit. You may not modify, distribute or repost something on this website for any purpose.

10.2 Selected editorial articles contained on this site remain copyright of Adfero Ltd.

My Account service - terms and conditions

1. My Account service ('the Service') is provided as a complimentary feature by Interflora Florists Online and Interflora British Unit ('Interflora') for your personal use subject to these Terms and Conditions. In order to provide the Service, we will hold certain personal information. Except to the extent that we are required or permitted by law, any personal information which we collect will be used solely for the purposes of providing the Service.

2. To register with the Service you must be over eighteen years of age.

3. When you register with the Service you will be required to create a password. You must keep this password confidential and must not disclose it or share it with anyone. You will be responsible for all activities and orders that occur or are submitted under your password. If you know or suspect that someone else knows your password you should notify us immediately. Should you forget your password, please use the password reminder service (this option can be found adjacent to the My Account login box).

4. If we have reason to believe that there is likely to be a breach of security or misuse of the Service or site, we may require you to change your password, or may suspend use of the Service.

5. You must ensure that the details you provide on registration or at any time are correct and complete.

6. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details. You can update the details you have given us at any time by going to the 'My Payment Address Details' section of 'Address Book' within the My Account area of the website OR emailing e-commerce@interflora.co.uk. This will ensure that the Service we provide is accurate and up to date. Please also visit this page OR email us if any of the information that we hold about you is incorrect or needs updating, or if you want us to delete any personal information.

7. Use of the Service is intended to assist with purchases to be made via the site. The Service must not be used for the following purposes:

a) Disseminating any unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material.

b) Gaining unauthorised access to other computer systems.

c) Interfering with any other person's use or enjoyment of the Site.

8. We reserve the right to refuse to post material on the Site, or to remove material already posted on the Site.

9. Whilst we take every reasonable precaution and care in relation to the Service, we do not make any representation or warranties of any kind (express or implied) with respect to the contents or operation of this Service, and any such representations and warranties are excluded by this notice. We do not warrant that use of the Service will be uninterrupted or error free. Whilst every effort is made to ensure reminder emails set up on your account are processed and delivered as requested, we cannot be held responsible for non-delivery of these messages. Your use of the Service is done so entirely at your own risk and we do not accept any liability whatsoever for losses or damages that you may suffer as a result of your use of the Service.

10. Your access to the Site and Service may be occasionally restricted to allow for routine maintenance.

11. These Terms and Conditions operate in conjunction with general Terms & Conditions of the Site governing overall use and order placement, a copy of which can be viewed here. We are committed to protecting your privacy, the Site Privacy Policy can be viewed here.

12. If you have any queries please contact us using the contact details below:

FLOWERS BY JOSEPHINE'S

Tel. No.: 020 8883 3598

Fax No.:

info@josephinesflowers.co.uk

60 High Road

East Finchley

London

N2 9PN

13. We have obligations in relation to your personal information under the Data Protection Act 1998. Some of the information you provide may be "sensitive" information under the Act (i.e. information on "delicate" matters, including race, political opinions, religion, trade union membership, physical or mental health or condition, sexual life etc). By registering for the Service and providing your details, you agree to us using information in the way set out above. Where you provide information about other people (for example their date of birth, or their address) you also confirm that have the consent of these people to provide us with that information.

Your privacy is very important to us and we want to assure you that we take the confidentiality and security of your personal data very seriously.

This privacy policy covers personal data collected by us through this website. This privacy policy explains the following key topics listed below, as well as many other topics:

What personal data we collect and how we collect it

Personal data you provide when you purchase from us

Personal data obtained when you use our website

Personal data obtained if you contact us

How we use the personal data we collect from you

To fulfil your order

For customer care

For marketing

For internal business purposes

Our lawful basis for processing your personal data

Our goal is to keep this privacy policy up to date and, therefore, we recommend that you review this privacy policy periodically. At a minimum, we recommend reviewing this policy together with each new purchase you make with us. We will inform you of material changes to this privacy policy to the extent required by applicable laws.

2. Joint Data Controller

This website is operated by Interflora British Unit (“Interflora”) together with the local florist identified on this website (“we”, “our”, or “us”). When you send orders or otherwise interact with our website, the local florist is the “data controller” and Interflora is the “data processor”, as those terms are defined by the General Data Protection Regulation (“GDPR”). When you send orders for delivery other than by the local florist or outside of the local delivery area, Interflora becomes a “joint data controller” along with the local florist and Interflora is also the “data processor”.

3. What personal data do we collect?

We collect personal data from you whenever you interact with our website, including when you make purchases, when you browse our website, when you use our services or when you sign up to receive any of our services. When providing personal data to us through a form, we indicate which personal data is optional. Please note that, when collection of personal data is required or necessary either as needed for us to fulfil your order or based on legal obligation and you elect not to provide the personal data, we may not be able to accept or fulfil your order.

The types of personal data that we will collect, store, maintain or process includes the following. We provide further details regarding the use of the personal data in Clause 9.

Personal data you provide when you purchase from us

Your contact details you provide when placing your order, including name, title, billing address, telephone numbers and email address

Recipient and delivery details you provide when placing your order, including name, address, contact telephone numbers, delivery instructions and email address

The occasions for which you purchase our goods and services such as birthdays and anniversaries

Any personal data contained within the card message (e.g., names and birthdays)

Details associated with the products you order

When you make a purchase, your payment card details (in accordance with payment card industry standards)

Your communication and marketing preferences including delivery updates and notifications

Additional Personal Data provided through any available “My Account” feature

Customer title, name, preferred name, telephone number and type, email address, email address type and postal address

Recipient title, name, preferred name, telephone number, email address and postal address

Any stored payment card details (in accordance with payment card industry standards)

Additional Personal Data obtained when you use our website

Details of your online browsing activities on our website such as the pages visited and the parts of the website used

Details of the type of device used to access our website, your device IP address, and your device location

Additional Personal Data obtained through contact with us

Details of your interaction with emails that we send you including links that you click and emails that you open

If contact occurs between us, we will keep a record of that correspondence, including your name and contact data, and details of your customer care issues or other concerns and our responses (including any recorded telephone calls)

Our website is not intended for use by persons under the age of 18 and our terms and conditions require that a person be 18 or older when placing an order with us. If you believe we have collected personal data from a person under the age of 18, please notify us at the information provided in Clause 15.

4. How we use the personal data we collect from you?

We will use your personal data for the following purposes:

To fulfil your order:

To process your order

To process payment including payment authorisation via payment card, cheque, gift card or other third party payment processor

To carry out identity verification and fraud prevention checks when purchasing with a payment card and validating personal data you provide via a third party payment processor

To provide data to any third party supplier or vendor who may fulfil your order on our behalf

To provide order confirmation, delivery status notifications on any order placed with us

For customer care purposes:

To address any customer care issues that occur either with respect to a product or service, delivery, or a complaint or enquiry that you or your recipient raise with us

To contact you with any changes, cancellation or other issues with your order

To manage any available registered account you have through the website

To obtain customer feedback with respect to an order either from you or your recipient (to the extent permitted under the applicable law)

NOTE: Please note that you will receive communications with respect to fulfilling your order or for customer care purposes even if you opt out of receiving marketing communications.

For marketing purposes:

To keep you up-to-date with new products and services that we think will be of interest to you

To provide you with promotional offers

To personalise your experience with Interflora by providing products and information tailored to you through your purchasing history with us

To serve you with marketing advertisements based on your browsing history on our website, to the extent you use our website, through cookies on our website or within any available registered account with us. See our Cookie Policy

Notify you of competitions and prize draw offers to enable you to enter and to notify you of any wins

For marketing through third parties:

If you use our website, then you may receive personalised advertisements of our products and services when browsing other websites using the same computer or device you used to view our website. This marketing is enabled through the cookies collecting data of your online browsing behaviour. These cookies are operated either by Interflora or by a third party and the advertisements are provided through a third party. Details of our third party providers are available within Clause 10 of this policy.

You can remove or disable cookies at any time, see our Cookie Policy.

For internal business purposes:

We will use any of the personal data collected to help us to understand how many people visit our website, how well the website is working and to consider any improvements we may need to make to the website to improve your online experience. It also helps us determine what products and services you are interested in and what you or other customers might wish to purchase from us in future.

More specifically, we may use your personal data for the following internal business purposes:

To analyse your browsing and purchasing activity on our website, including any search terms you may have entered into our website

To analyse the demographic data we collect when you place your order or otherwise use our website including your title, address, IP address, browser type, and occasions for which you purchase flowers in order to offer you better products and services and improve our business

To analyse customers shopping with us to understand our target audience for the purposes of selecting similar customers for advertising purposes

To analyse delivery location data you provide when placing your order to understand the delivery logistics required for our delivery network

To analyse your responses to our marketing communications

To ensure our online content is presented in the most effective manner for you and your electronic device(s) i.e. tailored for a desktop computer, tablet, iPhone or Android

To obtain customer feedback with respect to an order either from you or your recipient (to the extent permitted under the applicable law) to determine the quality of the customer or recipient experience and to improve customer care experiences

To develop and provide new or improved products or services

For crime and fraud prevention, detection and related matters, including cooperation with the police and similar authorities with their lawful queries and investigations

To confirm your identity, as necessary

To comply with any legal obligation for the purposes of good governance or regulatory guidance with respect to applicable law

With respect to any legal claims or related guidance by our advisors

With respect to any mergers or acquisitions or other business or legal affairs as further described in Clause 10

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5. When may you opt out of marketing communications

You have the right to opt out of receiving direct marketing communications at any time. We will address your opt out request as soon as possible, but no longer than one month from the date we receive your request.

You may opt out of marketing communications or change your preferences with respect to marketing communications by:

Unsubscribing from emails using the unsubscribe link which can be found in all marketing emails

Unsubscribing from any SMS messaging by texting “STOP” to the number included in the SMS message

Updating your preferences on our website via the Privacy Hub

Updating your preferences within any available “My Account” feature, to the extent available

Contacting us via the contact information provided in this policy

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6. What is our Cookie Policy?

You are not required to accept cookies in order to make a purchase. For example, you may place an order through a direct mail or coupon campaign or through our customer call centre. However, by making a purchase through our website, you agree to our Cookie Policy, which includes more information about disabling cookies. See our Cookie Policy.

7. How do we protect your personal data?

We are committed to protecting and respecting your privacy rights, and to ensuring that your personal data is safe and secure.

We use administrative, organisational, technical and physical safeguards to protect personal data. Our security controls are designed to protect your personal data from unauthorised alteration, access, disclosure, and use. We regularly test our website, data centres, systems, and other assets for security vulnerabilities. In addition, at a minimum, our safeguards involve appropriate technical and organisational measures including, but not limited to, encryption services, review of our data collection, storage and processing practices (including physical security measures, to guard against unauthorised access to systems), scenario planning and crisis management protocols to ensure we are able to respond to cyber security attacks and data security incidents, regular penetration testing of systems, security controls to protect our IT infrastructure from external attack and unauthorised access, and internal policies setting out our data security approach and training for employees.

We handle payment card data in a manner consistent with the Payment Card Industry Data Security Standard (PCI-DSS).

8. What can you do to protect your personal data?

We will never ask you to confirm any bank account or credit card details in writing or via email. If you receive an email or any other written communication claiming to be from us, asking you to provide this data, please ignore it and do not respond.

If you are using a computing device in a public location, you should always log out and close the website browser when you have finished your online session.

If you create an account with us, you must keep your password private and avoid using the same password for multiple online accounts. Any password created should be at least 8 characters long and must include at least one upper case letter, one lower case letter and one symbol. We recommend regularly changing your password, which you can do within your account.

9. Our lawful basis for processing personal data

We rely on different lawful basis for processing personal data. In some cases, more than one lawful basis may apply with respect to the same personal data.

Contract: We collect and process personal data in order to fulfil the order you place with us, and in accordance with our contract with you to fulfil your order. Such personal data includes the items detailed in Clause 4 under the title “To fulfil your order”.

Legitimate Interest: We collect and process personal data for our legitimate interests in fulfilling and processing your order, any customer care issues, to conduct research, to send email and direct marketing to you, handling legal claims, and for fraud identification and prevention checks. Such personal data includes the items detailed in Clause 4 under the title “For customer care purposes”, “For marketing purposes”, “For marketing through third parties” and “For internal business purposes”. With respect to any direct marketing we provide on the basis of a legitimate interest, you can unsubscribe as described in Clause 5.

Consent: In addition to the legitimate interests outlined above, we rely on the consent you have provided as the legal basis for our marketing communications. You can unsubscribe to the marketing communications as described in Clause 5. Please note that withdrawing your consent may not be sufficient to cease all communications or for us to delete your personal data since we may have another lawful basis or ongoing reason we need to keep personal data such as a new purchase or recordkeeping legal obligations. Please further note that if you make a purchase with us after you have withdrawn your consent, we may collect and use personal data in accordance with this privacy policy with respect to that purchase and you will be asked for consent for marketing communications again.

Legal Obligations: We are required to comply with applicable laws, rules and regulations as well as industry standards and orders by courts with jurisdiction over us. In doing so, we may collect and retain personal data. For example, we create and maintain records of your orders to maintain the tax and accounting records required by applicable laws, and to share such records with the tax authorities as and when required.

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10. When might we share your personal data with third parties?

We will share your personal data with certain third parties in order to fulfil and process your order where delivery is outside of the local delivery, enable us to perform our contract to provide your purchase to you, provide our website and provide you with marketing.

The following is a list of types of third parties that may receive your personal data. Our third party providers are required to handle your personal data in accordance with appropriate data protection and security controls.

Interflora British Unit: As mentioned above, Interflora operates the website and assists with fulfilment of orders outside of the local delivery by us.

Fulfilment Partners: Interflora shares personal data with other Interflora florists, who are independently owned and operated businesses, for the fulfilment and delivery of your orders. We, through Interflora, will also use other third party fulfilment partners such as wholesalers for certain products and postal and courier services. Our florists and fulfilment partners may contact you or the recipient to assist in fulfilling your order. More specifically, on some occasions, you or the recipient may be contacted to schedule delivery or verify delivery information and availability. To maintain our high quality standards, we may contact recipients to ensure satisfaction with their gift.

Interflora/Mercury Man Affiliates: To the extent that your order is for delivery outside of the local delivery by us, Interflora may share personal data with its affiliates from time to time including Interflora’s parent company FTD Companies, Inc. and its subsidiaries (FTD) and those affiliates who may subsequently be acquired by Interflora, its parent company or its affiliated companies. If you have ordered a product for international delivery, this may also include other third party entities who fulfil orders under the Mercury Man network for international floral and gifting delivery.

IT Suppliers and Vendors: In order to manage our operations, Interflora contracts with third parties who provide security and technical services to protect our website, maintain databases of personal data for the purposes outlined in this privacy policy and present website content.

Flower and Gifting Suppliers (other than Interflora Florist Members): In order to fulfil customer orders, we contract with third parties who provide flowers, plants and gifting such as wine, chocolates, food and food hampers.

Financial/Payment Service Providers: In order to process customer orders placed with us, Interflora contracts with payment service companies who process payment, ensure security of your transactions, and prevent or detect fraudulent transactions.

Marketing Service Providers: Interflora contracts with third parties who:

provide email marketing, SMS (text) marketing, direct marketing campaigns

provide online advertising campaigns

maintain databases of personal data for marketing campaigns as outlined in this privacy policy

provide to us reporting of our marketing campaigns

provide services to facilitate ‘refer a friend’ offers as and when these are promoted

provide affiliate marketing services to us e.g. consumer discount websites

Market Research Providers: In order to continually improve our customer experience, Interflora contracts with third parties who provide market research services which include collating and reporting of customer feedback, and collate and provide customer feedback via customer surveys.

Website Improvement: In order to improve our online customer experience, Interflora contracts with third parties who help us identify and make improvements to our website, provide website traffic data and website performance analysis information, and provide analysis on website performance focused on customer experience.

Customer Service Providers: In order to provide the best possible customer services to our customers, Interflora contracts with third parties who provide call handling services for the purposes of taking customer orders, customer order enquiries and dealing with any customer care issues and provide ‘Live Chat’ functionality.

In addition to the reasons identified above, we may provide your personal data to third parties in the following circumstances:

Law Enforcement/Government Requests: We may be required by law to provide personal data to law enforcement, a government agency or in response to a search warrant, subpoena or other legally valid enquiry or order, or to an investigative body or civil litigant including emergency situations. We may also disclose personal data when we believe in good faith that disclosure is necessary to comply with relevant laws, for the establishment, exercise or defence of legal claims, to prevent and address fraud and other illegal activity, to prevent death or imminent bodily harm, or to protect or defend the rights, property or safety of our users, others and ourselves.

Business and Legal Purposes/Mergers and Acquisitions: There may be business or legal reasons to disclose personal data. As an example, we may transfer data we have about you to third parties in connection with an actual or potential merger, consolidation, reincorporation, sale/divestiture, acquisition or other similar transaction involving all or part of our company or any affiliate, or as part of a corporate reorganisation or stock sale or other change in corporate control. If we undergo such a business transition, personal data may be one of the assets that may be shared or transferred as part of the business transition and used by such third party as though such third party were Interflora.

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11. How long do we keep your personal data?

We will only retain your personal data for the purposes set out in this policy and for as long as we have a legal or business requirement to do so. Different retention periods apply for different types of personal data, however, the longest we will normally hold any personal data is 7 years after the last contact with such person or purchase by such person. The time period for retention will depend on applicable laws, rules or regulations that we are required to follow, whether there is an ongoing request or query or other type of legal claim or dispute, the type of information we are holding and whether we are asked by you or a regulatory authority to keep the personal data.

12. When might we transfer your personal data abroad

Your personal data may be sent outside the European Economic Area (EEA). Interflora will share personal data with its parent company FTD, certain third party providers for the purpose of: (a) fulfilling orders placed for national and international delivery by you, (b) customer care, and (c) as otherwise outlined in Clause 10.

Consequently, personal data may be processed in what are considered “third countries”. It is important to understand that “third countries” are not automatically deemed by the European Commission to have adequate legal protections for personal data or individual data subject rights. We have implemented appropriate technical and organisational measures and adequate safeguards to protect personal data by entering into standard contractual clauses with data recipients in such “third countries”. We are committed to continuously developing and improving the measures we already have in place.

Some of the organisations that we share personal data with may process it overseas. If any disclosures of personal data mean that your personal data will be transferred outside the European Economic Area, we will only make that transfer if: (a) the country to which the personal data is to be transferred ensures an adequate level of protection for personal data; (b) we have put in place appropriate safeguards to protect your personal data, such as an appropriate contract; (c) the transfer is necessary for one of the reasons specified in Clause 9, such as fulfilment of an international order under the contract between us and you; or (d) you consent to the transfer.

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13. Your rights to access your data and rectify any inaccuracies in your personal data

We fully respect that your personal data is owned by you and that you have certain rights with respect to the personal data. Our goal is to respect your rights. Please understand that we may have certain obligations to maintain personal data records despite your requests to exercise the following rights, such as for legal and accounting purposes. We ask that you read these rights carefully.

Right of Access (also known as “Subject Access Request”): To receive a copy of the personal data we hold about you, please contact us, see the Contact Details in Clause 15. Please understand that you will need to provide a copy of two of the following separate pieces of identification:

Passport

Driving licence

Birth certificate

Utility bill (covering the last 3/6 months)

Current vehicle registration document

Bank statement (covering the last 3/6 months)

Rent book (covering the last 3/6 months)

Right to Rectification: You may ask us to update and correct any out-of-date or incorrect personal data that we hold about you, or to complete incomplete personal data. In order to update your personal data, please visit our Privacy Hub.

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14. Your additional rights with respect to your personal data

You may have the following additional rights, detailed below:

Right to Erasure (also known as “the Right to be Forgotten”): For a limited list of reasons, you may request that your personal data is removed from our systems.

Right to Restrict: For a limited list of reasons, you may request that we cease using or that we suppress your personal data.

Right to Object: You may object to our use of your personal data.

Right to Data Portability: Where we use your personal data based on your consent or to enter or perform a contract with you, and our processing is carried out by automated means, you may request that any personal data you have provided to us be transmitted electronically to you or to another supplier (to the extent feasible).

Please note that if we erase all information about you and you make a future purchase or otherwise become a future customer, then we will not be aware of your prior requests or objections.

In respect of the additional rights outlined above, we request that you contact us via the Contact Details shown in Clause 15 below and we will provide you with additional information regarding your rights in connection with your specific request.

Right to Lodge a Complaint: You have the right to lodge a complaint with the supervisory authority. Interflora’s supervisory authority is the Information Commissioner’s Office, see website www.ico.org.uk for details.

15. Contact details

Interflora has appointed a Data Protection Officer whose role is to inform and advise on data protection laws. The Data Protection Officer should be your point of contact if you have any queries or concerns about personal data provided through this website.

Interflora Data Protection Officer can be contacted at:

Email: dataprotection@interflora.co.uk

Post:

Interflora’s Data Protection Officer

Customer Services

Interflora British Unit

Interflora House

Sleaford

Lincolnshire

NG34 7TB

16. Updates to this policy

Our goal is to keep this privacy policy up to date. Therefore, we recommend that you review this privacy policy periodically. At a minimum, we recommend reviewing this policy together with each new purchase you make with us. We will inform you of material changes to this privacy policy in accordance with the applicable law.

Cookie Policy

We may use technology to track the patterns of behaviour of registered and non-registered visitors to our site. This can include using a "cookie" which is a small file stored on your browser. The information collected in this way can be used to identify you unless you modify your browser to prevent this happening - guidance for which is set out below. We also aggregate this data to perform statistical analyses of the characteristics and behaviour of visitors to our website. Cookies are also used as a further means of ensuring private and secure purchase sessions are operated within the website.

We may use third party advertising companies to serve advertisements on our behalf. These companies may employ cookies and action tags (also known as single pixel gifs or web beacons) to measure advertising effectiveness. Any information that these third parties collect via cookies and action tags is completely anonymous. Your browser can be modified to not accept cookies - guidance for which is provided in the paragraph below.

You have the ability to accept or decline cookies by modifying the settings in your browser (for example, using Internet Explorer select 'internet options' from the 'tools' menu, then click 'security', followed by 'custom level' and select 'disable cookies'). However, you may not be able to use all the interactive features of our website if cookies are disabled. For more information about cookies, including how to set your internet browser to reject cookies, please go to www.allaboutcookies.org.