Terms & Conditions
This website is operated by Burjen Limited (registered in England and Wales under company number 14648070 and with its registered office at 94 Carr Road, London, W1K 4HR) on behalf of Claridge’s Flowers. Our registered VAT number is GB 434814006.
Throughout the website, the terms “we,” “us,” and “our” refer to Burjen. Burjen offers this website, including all information, tools, and services available from this website to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.
These are the terms and conditions on which: (i) you agree to access and use our website; and (ii) we supply products to you (the “Terms and Conditions” or “Terms”). If you have any questions regarding the website or these Terms and Conditions, or in the unlikely event that you have any complaints about any products purchased by you from the website, you can contact us by telephone +44 (0) 20 7409 6525 or by email at info@claridgesflowers.co.uk. Alternatively, please see our FAQs.
By visiting our website and/or purchasing products from us, you agree to be bound by the Terms and Conditions, including any additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms and Conditions apply to all users of the website, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.
Please read these Terms and Conditions carefully before accessing or using our website. If you do not agree to all the terms of these Terms and Conditions, then you may not access the website or use any services. By agreeing to these Terms and Conditions, you represent that you are at least the age of majority in your country of residence, or that you are the age of majority in your country of residence and you have given us your consent to allow any of your minor dependents to use this website.
Any new features or tools which are added to the current store shall also be subject to the Terms and Conditions. You can review the most current version of the Terms and Conditions at any time on this page. We reserve the right to update, change or replace any part of these Terms and Conditions by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
Online store
SECTION 1 – OUR CONTRACT WITH YOU
A contract between you and Burjen for the sale and delivery of our products will only exist once we email you to accept your order. Your credit or debit card will be authorised when your order is placed and will be charged once your order has been accepted. This does not affect your legal rights.
If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
SECTION 2 – PRODUCTS
The images of the products on our website are for illustrative purposes only. Since flowers, foliage and plants are natural products, colour variation will occur between flowers, foliage and plants of the same species, although the predominant colour will be as represented. Accordingly, your product may vary slightly from those images due to natural variation. In the event that a flower, foliage or plant shown in a bouquet on our website is unavailable at the time of fulfilment of your order we will always substitute the relevant flower, foliage or plant with a flower, foliage or plant of the same or higher value.
We reserve the right to refuse any order you place with us. We reserve the right, but are not obligated, to limit the sales of our products to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products that we offer. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the email and /or billing address / phone number provided at the time the order was made. All descriptions of products or product pricing are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any product at any time.
Some of our products contain alcohol. In the UK, the minimum age to purchase alcohol (and therefore these products) is 18 years of age. It is an offence in the UK to purchase or attempt to purchase alcoholic liquor under the Licensing Act 2003 if you are under the age of 18. Other jurisdictions may specify other minimum ages for the purchase of alcohol. We reserve the right to terminate order immediately if you purchase or attempt to purchase alcohol if you are under the minimum age in your jurisdiction, or on behalf of someone who is under the minimum age in your jurisdiction.
Some of our products may contain allergens which are set out on the product pages on the website. However, please contact us directly if you require further information.
SECTION 2 – QUALITY GUARANTEE
We strive to provide you with the freshest, highest quality and highest grade flowers. Our Quality Guarantee is our guarantee that your flowers will last for the minimum of five days from delivery.
If your flowers have died prior to the periods specified above, please contact us and we will offer you a replacement product at no cost to you provided that the flower care instructions set out below have been followed:
Upon receipt of your order you should remove your products from any temporary packaging and place the flowers in a vase of water as soon as possible and add any supplied cut flower food to the water. If your product is supplied in a vase you should add any supplied cut flower food to the water and change the water every 2 – 3 days. If you wish to make a claim for replacement under our guarantee please take a picture of your product and send it to us by email to shop@claridgesflowers.co.uk within the period set out below:.
Since cut flowers are known perishable products please note that any request for replacement under our Quality Guarantee must be made within 24 hours of the guaranteed periods set out above. For example, if you purchase flowers on a Monday, we guarantee the flowers will last until the end of Friday and you must let us know no later than the end of Saturday if you consider that the flowers died prior to the end of Friday with a supporting photograph taken no later than the end of Friday.
SECTION 3 – MAKING CHANGES
You may be able to make changes to your order prior to dispatch.
If you wish to make a change to your order please contact us. We will let you know if the change is possible (this will usually depend on the time that has elapsed since you placed the order). If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
Please contact us at shop@claridgesflowers.co.uk or call us on +44 (0)20 7409 6525 to discuss any changes to your order.
SECTION 4 – OUR RIGHT TO MAKE CHANGES
We may make minor changes to the product we supply to you to reflect changes in legislation or regulatory requirements, or to implement minor technical improvements.
These will not affect your enjoyment of the product.
SECTION 5 – DELIVERY
The costs of delivery will be as displayed to you on our website in accordance with our Delivery and Returns Policy. For some destinations there may be additional customs duties to pay. Unfortunately, we can’t confirm how much these will be and the recipient will be responsible for any payment. Please bear in mind that this may also cause delivery delays.
We will deliver your order as soon as reasonably possible and in any event within the timeframe specified on our website or communicated to you.
If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and receive a refund for any products you have paid for but not received.
Ownership and title of any product will transfer to you or your designated recipient when the product is delivered to the address you gave us or once it is left with a person or place nominated by you, provided that we have processed and received payment in full. Risk of loss and damage of a product will also pass to you or your designated recipient when the product is delivered to the address you gave us or left with a person or place nominated by you.
If you have opted to collect your order from the hotel, you can collect them at any time. However, you must tell us in advance if you wish to collect out of normal working hours so that your order can be left with the hotel’s concierge when our flower studio is closed.
If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from our store. Please note that, in the event of a failed delivery, we will attempt redelivery once. If we are still unable to deliver your order you will be required to pay an additional delivery charge equal to the delivery charge paid at the time of original order online in order to compensate us for the additional costs incurred.
We may need certain information from you so that we can supply the products to you, for example, your address and telephone number. If so, this will have been stated in the description of the products on our website. If you do not provide us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
You agree to provide current, complete and accurate purchase and account information for all purchases made via our website. You agree to promptly update your account and other information, including your email address, so that we can complete your transactions and contact you as needed. You must treat your account information as confidential and not disclose it to any third party.
SECTION 7 – PRICE AND PAYMENT
The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However, please see below for what happens if we discover an error in the price of the product you order.
It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.
Prices and availability of products are subject to change without notice.
SECTION 8 – YOUR RIGHT TO CANCEL
You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back) or if you want to end the contract because of something we have done or have told you we are going to do, or you have just changed your mind about the product.
If there is a problem with your product, please contact us without delay. You can email shop@claridgesflowers.co.uk or call us on +44 (0)20 7409 6525.
If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
We have told you about an upcoming change to the product or these terms which you do not agree to
We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed
There is a risk that supply of the products may be significantly delayed because of events outside our control;
We have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than one week; or
You have a legal right to end the contract because of something we have done wrong.
Given that our products are classified as “rapidly deteriorating” goods for the purposes of the Consumer Contract Regulations 2013, you do not have a statutory right to cancel your order after it has been accepted by us. However, you can still end the contract before it is completed, but you may have to pay us compensation. Our contract with you is completed when your product is delivered. If you want to end a contract before it is completed where we are not at fault, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.
Using our website
SECTION 9 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this website is not accurate, complete or current. The material on this website is provided for general information only.
SECTION 10 - THIRD-PARTY LINKS
Certain content, products and services available via our website may include materials from third-parties.
Third-party links on this website may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information on our website, any related website or in relation to any product is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information on our website or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied on our website or on any related website, should be taken to indicate that all information on our website or on any related website has been modified or updated.
SECTION 12 - PROHIBITED USES
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the website or access to the website or any contact on the website through which our products or services are provided, without express written permission by us.
In addition to the above, you are prohibited from using our products, the website or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any regulations, rules or laws; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the website or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the website or any related website, other websites, or the Internet. We reserve the right to terminate your use of the website or any related website for violating any of the prohibited uses.
SECTION 13 - PERSONAL INFORMATION
All information you provide to us under these Terms and Conditions is subject to our Privacy Policy. Credit card information is always encrypted during transfer over networks.
SECTION 14 - DISCLAIMER OF WARRANTIES
We do not guarantee, represent or warrant that your use of our website will be uninterrupted, timely, secure or error-free, nor that our website will be secure or free from bugs or viruses. You should use your own virus protection software. You must not transmit any worms or viruses or any code of a destructive nature.
You agree that from time to time we may remove the website or services for indefinite periods of time, without notice to you.
General terms
SECTION 15 – LIABILITY
Nothing in these Terms and Conditions is intended to exclude or limit our liability for death or personal injury caused by our negligence. Notwithstanding this, you expressly agree that your use of, or inability to use, the website is at your sole risk.
We will provide the website and products with reasonable care and skill, and are under a legal duty to supply products that are in conformity with the order for the product.
The website and all products and services delivered to you through the website are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied.
Burjen will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms and Conditions for any direct, special, incidental, indirect or consequential damages including loss of profit, loss of opportunity or any losses related to any business including (without limitation) lost data, earnings or business interruption that result from the use of, or the inability to use, a product or the material or content on the website, even if Burjen has been advised of the possibility of such damages.
You will be liable for any costs incurred by Burjen, including reasonable attorneys’ fees, arising from any claim or demand made by any third-party due to or arising out of your breach of these Terms and Conditions or the documents they incorporate by reference, your use of the website or your violation of any law or the rights of a third-party.
SECTION 16 - SEVERABILITY
In the event that any provision of these Terms and Conditions is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms and Conditions. Such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 17 - TERMINATION
We reserve the right to terminate our contract with you immediately if you commit any breach or violation of any of the Terms. We reserve the right to refuse service to anyone for any reason at any time.
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms and Conditions are effective unless and until terminated by either you or us. You may terminate these Terms and Conditions at any time by notifying us that you no longer wish to use our services, or when you cease using our website.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms and Conditions, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our website (or any part thereof).
If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You will need to return the product(s) by post. Parcels returned by post are returned at your own cost. For more information, please see our Delivery and Returns Policy.
SECTION 18 - WAIVER
The failure of us to exercise or enforce any right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision.
SECTION 19 - TRANSFER OF THESE TERMS
We may transfer our rights and obligations under these Terms and Conditions to another organisation at any time.
SECTION 20 - GOVERNING LAW
These Terms and Conditions do not affect your statutory rights.
These Terms and Conditions will be governed by and construed in accordance with the laws of England.
SECTION 21 - HOW MATERIAL ON THE WEBSITE MAY BE USED
We and the Maybourne Hotel Group are the owners or the licensee of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
The companies which comprise the Maybourne Hotel Group own numerous trade marks in relation to each of Claridge’s, The Connaught, The Berkeley and Maybourne hotels. You are not permitted to use any such trade marks without their approval.