By placing an order on the Melissa Riva website or when calling our customer services team to place an order, you are agreeing to the following terms and conditions.

If you have any questions regarding our terms and conditions or have any comments or complaints on or about our website, please email us at info@melissariva.co.uk or call us on 0207 586 6996.

CHANGES TO YOUR ORDER
If you wish to make any changes to your order please call our customer services team on 0207 586 6996. Please note that any changes to your order (delivery address, gift message) must be made at least 24 hours prior to delivery to ensure that we have time to amend the order prior to dispatch. We cannot guarantee to accept changes made to your order after that time.

CANCELLATION
Only cancellations which are given at least 1 working day before the intended delivery date may be accepted. Orders placed or cancelled on Sundays or Bank Holidays will be treated as having been received on the following working day. To cancel orders, please call 0207 586 6996. If your order has already been delivered or made up you may still be part or fully charged.

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.

PAYMENT AND ORDER PROCESSING
Payment may be made by any of the methods indicated on the payment page of the Melissa Riva Website and will be debited when you submit your order. When you submit your order you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing elsewhere on the Melissa Riva Website.

For your order to be processed and delivered on the required date, you must supply us with all the relevant details requested, including full delivery details, post code and telephone number. Your order will only be processed if full payment details are given.

Your order will be acknowledged via e-mail confirming your details, if you enter a correct e-mail address. You will be issued an order reference number for any future correspondence. All costs will be charged at the cost of the date on which you place your order. We will not consider ourselves bound by a contract with you until we have issued an email acknowledging your order.

Our website has a secure checkout and we therefore encourage customers to place their orders online. However, on occasion, when submitting customer's credit/debit card details to our bank, we receive payment failures which prevent us from accepting your order immediately.

Occasionally credit cards that are entered correctly and have sufficient funds are not validated because the card issuer is performing a random security check. In these cases, we will still have received your order but need to take payment over the phone. We will email or call you in these circumstances. If you receive a message to tell you that payment has not been validated, please contact our customer service team immediately on 0207 586 6996 to ensure your order is delivered on time.

Due to time differences, payments made out of office hours, or problems getting hold of customers via the contact details they have provided, we are sometimes unable to process a valid payment prior to the requested delivery date. If this is the case, once we have received payment, we will dispatch the flowers as soon as possible to ensure that there is no further delay. Although this delay is regrettable, it is outside our control and therefore we cannot offer any form of refund in these circumstances.

DELIVERY
Melissa Riva delivers to the London area. Delivery charges apply. We do not deliver to the rest of the UK or Europe. Our delivery service is not available on Sundays or UK public holidays. Where orders have been placed for delivery on any of these dates and we are unable to contact you in time, we will deliver, where possible, the flowers the day before or the day after that date requested. Next-day delivery is guaranteed only for bouquets for which we have received your order before 4pm, except for more remote locations where delivery can take up to 48 hours. All deliveries will be only be despatched from Monday to Saturday.

Flowers sent to hospitals, military bases and business addresses will be delivered to a main reception or mailing room prior to internal distribution. We recommend that flowers sent to these locations be requested for delivery on a weekday and not on a Saturday. Deliveries cannot be made to PO Box addresses.

Under normal circumstances, we will try to ensure that your order is delivered to the recipient's address you provide. However, there are times when this is not possible due to problems with the address information or difficulties our drivers encounter when trying to deliver. To avoid such problems please:

Where possible, we will attempt to obtain a signature from the intended recipient of the flowers. In some circumstances, for example, when delivering to a hospital or university, we may not be able to deliver the flowers directly to the intended recipient. In this case, we will deliver to the reception area and obtain a signature from the receptionist (or equivalent). This signature will be our record of delivery.

We do appreciate that receiving flowers is often time-critical, so if we are unable to deliver your order to the recipient's address, we will attempt to leave in a secure place on the recipient's property. Where this is not possible, we will attempt to leave the flowers 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 via telephone or email as soon as we attempt delivery. For this reason, it is very important that you provide this vital contact information. Should the recipient be away at the time of delivery, a card will be left stating attempted delivery was made. The recipient will then have to contact us to re-schedule the delivery .

If we are unable to deliver the order due to the recipient not being in at the time of the original delivery then we will take one of the following courses of action:

Deliveries to Hospitals
All deliveries made to hospitals must include the ward name and or number in the relevant address field. Any order omitting these details may not be accepted for delivery by the hospital.

Deliveries to hospitals can often prove problematic as patients are moved from ward to ward, or are discharged. This means that we sometimes are unable to deliver orders for customers at a very emotional time. However, many of these problems can be resolved by ensuring that we have accurate and up-to-date information about the ward that the recipient is in. It is particularly important that you provide the full name of the recipient of the order as there can be several patients with the same name and this can lead to delivery issues that are out of our control.

Delivery to business addresses
If you wish to order flowers for delivery to a business address please make this clear at time of ordering so that we can ensure the delivery is made within business hours.

Force Majeure
Neither we, nor any courier or postal 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 including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, act of God, or from any industrial dispute or strike whatsoever.

FLOWER AVAILABILITY AND SUBSTITUTION
All products are subject to availability, and acceptance of your orders. 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. Flowers may be delivered in bud to ensure longer life. Some flower bouquet contents may be harmful if eaten and/or a skin irritant. Please call our customer helpline on 0207 586 6996 if you wish to enquire about the safety of contents before ordering.

Where substitution of flowers is necessary, we will try to contact you via email. 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 the substitution.

DAMAGED FLOWERS
Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged. If the recipient receives damaged flowers, please contact us immediately on 0207 586 6996.

PERSONAL MESSAGES
You must agree that any messages posted by you on your card or sent by us on your behalf to a third party will not contain anything which could be construed as harassing, threatening, vulgar, abusive, obscene, defamatory, racist or which may cause embarrassment or distress to any person or are otherwise unlawful or objectionable.

You are entirely responsible for any text or other material which you post or send on this message system and Melissa Riva accepts no liability for any such content. We do not pre-screen messages, but may monitor content from time to time. We have the right to refuse to send or display messages and terminate access to the relevant services at any time and without liability to you in the event of any such objectionable message.

SPECIAL OFFERS
At our discretion from time to time, we may offer 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.

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, the price of the product at the time of purchase shall 'prevail'. We are unable to offer special offer discounts 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 different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

CUSTOMER AND RECIPIENT PERSONAL INFORMATION
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.

Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.

At the checkout, we ask for the following personal information:

Customer email address - we use this information in the event that we need to make substitutions or when we need to inform the customer of the order status. Please ensure that email addresses are accurate.

Customer full name and address - we use this information for credit card validation and for direct mailing (if you have agreed to receipt of these mailings).

Customer telephone number (and mobile number) - we use this information to contact customers in the event of problems with the order such as payment failures or delivery problems.

Recipient full name and address - we use this information in order to be able to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.

Recipient telephone number - we use this information to contact the recipient in the event of a problem delivering your order. We will not contact the recipient under any other circumstances.

CUSTOMER SERVICES
Because of their perishable nature, flowers are non-returnable. This does not affect your statutory rights. If you are not completely satisfied with your bouquet please call our customer service team on 0207 586 6996 from 9am to 6pm, Monday to Saturday, quoting your order reference number or email us at info@melissariva.co.uk.

In order for us to resolve any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within 1 day of the date of delivery or intended delivery of your purchase.

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

We exclude, to the fullest extent permitted by applicable laws, and save in respect of death or personal injury arising from our negligence, all liability of any claims, losses, demands and damages arising directly or indirectly out of or in any way connected with your use or inability to access the Melissa Riva site and/or the Melissa Riva service. This exclusion shall apply in respect of, 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, whether arising in contract, tort, under statute or otherwise PROVIDED THAT nothing contained in these Terms & Conditions affects or will affect the statutory rights of the customer or the recipient in relation to the quality, fitness or description of the products supplied.

General
We reserve the right to supplement and amend the Terms & Conditions on which you are permitted access to the website from time to time. Any changes will be posted on the website and it is your responsibility as a customer to review any changes on accessing the website.

Additionally, we reserve the right to suspend, restrict or terminate access to the website for any reason at any time.

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

Data Protection/Privacy
Our policy is to respect the privacy of all customers. We will not monitor, edit or disclose any personal information about you or your accounts, including its content without your prior permission, unless we are required to do so to conform to legal requirements or comply with legal process.

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 & Conditions.

These Terms & 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.