Shipping & Returns
Shipping Policy
Delivery
We dispatch the majority of our orders using Royal Mail, providing a premium next working day delivery service at the time of dispatch to the majority of UK mainland addresses.
This service includes:
Aim of next working day delivery to the majority of UK addresses.
Fully tracked delivery.
Delivery confirmation.
Compensation cover provided by Royal Mail.
Please note that certain remote postcode areas may be subject to extended delivery times in accordance with Royal Mail's published delivery network.
Saturday delivery may be available for selected orders at an additional charge.
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Collection
Customers may also choose to collect their order directly from our workshop.
Once your order has been completed, we will notify you by email or telephone that it is ready for collection.
Please wait until you have received your collection confirmation before travelling to our workshop.
Collections are available during our advertised opening hours.
Please bring your order confirmation or be prepared to provide your order number when collecting your flowers.
Collection orders must be signed for upon collection.
Failure to collect your order within the time scale issued is not the responsibility of Thoughts & Thistles, any deterioration of the goods due to this is at the onus of the customer.
Refunds or replacements are not issued for uncollected perishable goods.
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Choosing the Most Suitable Delivery Method
To ensure your flowers arrive safely and in the best possible condition, Thoughts & Thistles reserves the right to determine the most appropriate packaging and delivery method based on the size, weight and nature of your order.
Where a specialist delivery service is required for exceptionally large or bespoke floral arrangements, we will contact you before dispatch to discuss the available options.
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Delivery Terms & Conditions
Dispatch
Orders are prepared by hand and dispatched as soon as they are ready.
All orders placed will normally be dispatched the next working day (Mon-Fri). This excludes weekends and bank holidays where it will be dispatched the next working day.
Wedding, funeral and bespoke orders require additional preparation time and need advance notice; dispatch of the order will be discussed with the client.
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Delivery Times
Delivery times remain subject to Royal Mail's published service conditions, postcode exceptions and circumstances beyond our reasonable control.
Thoughts & Thistles cannot accept responsibility for delays caused by circumstances outside our reasonable control, including but not limited to severe weather, road traffic incidents, industrial action, transport disruption, operational issues within the courier network or other force majeure events.
Where a delay occurs, we will work with Royal Mail to resolve the issue as quickly as reasonably possible, however if delay results in the goods deteriorating or perishing Thoughts & Thistles cannot be held liable.
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Delivery Address
Customers are responsible for ensuring that all delivery information is complete and accurate before placing an order.
Thoughts & Thistles cannot accept responsibility for failed deliveries, delays or additional costs resulting from incorrect or incomplete delivery information supplied by the customer.
Where an order is returned due to incorrect delivery details, additional delivery charges may apply before the order can be re-dispatched.
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Failed Delivery Attempts
Where delivery cannot be completed because the recipient is unavailable or access to the property cannot be gained, Royal Mail will follow their normal delivery procedures.
Thoughts & Thistles cannot accept responsibility of the goods perishing in this time.
Refunds or replacements are not issued for undelivered perishable goods.
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Return Policy
Damaged, Incorrect or Missing Orders
Every floral arrangement is quality checked before dispatch.
If your order arrives damaged, incorrect or incomplete, you must notify Thoughts & Thistles within 24 hours of delivery.
To assist with our investigation, we request:
Your order number.
Photographs of the flowers.
Photographs of the packaging.
Photographs of the parcel label.
A brief description of the issue.
Following our investigation, we will determine the most appropriate resolution, which may include a replacement, partial refund or full refund where appropriate.
Please note that floral arrangements are an art form and cannot be replicated exactly, all our arrangements are unique, however we will try to replicate as near as possible according to the customers requests.
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Lost Deliveries
Where tracking indicates that a parcel has not been delivered, Thoughts & Thistles will investigate the matter directly with Royal Mail.
Where Royal Mail confirms that a parcel has been lost during transit, we will offer either:
A replacement (subject to availability); or
A full refund.
Returns
Due to the perishable nature of fresh flowers, we cannot accept returns once an order has been prepared, dispatched or delivered unless the goods are damaged, faulty, not as described, or your statutory rights otherwise apply.
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Cancellations
Once your order has been accepted, cancellations or amendments are no longer possible.
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Fresh Flowers
Fresh flowers are natural products.
Variations in colour, bloom stage, size and appearance are normal and should be expected.
Where necessary, Thoughts & Thistles reserves the right to substitute flowers or foliage with alternatives of equal or greater value whilst maintaining the overall style, colour palette and quality of the arrangement.
Specific flower requests are subject to availability.
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Customer Responsibility
Customers should unpack flowers and follow the care instructions provided as soon as reasonably possible after delivery or collection.
Thoughts & Thistles cannot accept responsibility for deterioration resulting from flowers being left packaged, stored incorrectly, exposed to excessive heat or cold, or where the recommended care instructions have not been followed after delivery.
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Limitation of Liability
Nothing within these Terms & Conditions affects your statutory rights under UK consumer law.
To the fullest extent permitted by law, Thoughts & Thistles shall not be liable for indirect or consequential losses arising from circumstances outside our reasonable control, including delays within the courier network.