Standard Terms and Conditions
for sale of goods from the online store on www.zitaelze.com
Please read these terms and conditions carefully before ordering any Goods. You should understand that by placing an order, you agree to be bound by these terms and conditions. You should print a copy of these terms and conditions for future reference. Whilst we will make every effort to keep changes to a minimum, we may make amendments to the terms and conditions at any time to reflect changes in market conditions affecting our business, changes to technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our systems capabilities.
In this document the following words shall have the following meanings:
1.1 “Buyer” means the person who buys Goods from the Seller;
1.2 “Consumer” shall have the meaning ascribed in section 12 of the Unfair Contract Terms Act 1977;
1.3 “Goods” means the articles that the Buyer agrees to buy from the Seller;
1.4 “List Price” means the list of prices of the Goods maintained by the Seller as amended from time to time;
1.5 “Seller” means Zita Elze Flowers Ltd of 287 Sandycombe Road, Kew, Surrey TW9 3LU Through the website www.zitaelze.com
1.6 “Terms and Conditions” means the terms and conditions of sale set out in this document and any special terms and conditions agreed in writing by the Seller.
2.1 These Terms and Conditions shall apply to all contracts for the sale of Goods by the Seller to the Buyer and shall prevail over any other documentation or communication from the Buyer.
2.2 All orders for Goods shall be deemed to be an offer by the Buyer to purchase Goods pursuant to these Terms and Conditions and are subject to acceptance by the Seller. The Seller may choose not to accept an order for any reason.
2.3 Acceptance of delivery of the Goods shall be deemed conclusive evidence of the Buyer’s acceptance of these Terms and Conditions.
2.4 Any variation to these Terms and Conditions shall be inapplicable unless agreed in writing by the Seller.
2.5 Nothing in these Terms and Conditions shall affect the Buyer’s statutory rights as a Consumer.
3.1 The price of the Goods shall be that stipulated in the section “on-line store” on the Seller’s website next to each bouquet for sale at the date of order or as agreed between the parties. The price is inclusive of VAT and packaging but exclusive of any delivery charges, which are specified separately in section 5 below.
4. Order processing and payment
4.1 Payment may be made by any of the methods indicated on the shop online payment page of the Zita Elze Flowers Website and will be debited when you submit your order. When you submit your order by clicking on the [‘Proceed To Payment’] button, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing elsewhere on the Zita Elze Website.
4.2 Zita Elze will not hold your contact details in any database. Your data will never be sold or released to a third party to use for their own purposes. Zita Elze will retain your data and will use it only to communicate with you on Zita Elze-related issues and to provide information that may be of use to you for the future. No payment details will be held on the seller’s premises.
4.3 For an order to be processed and delivered on the required date, the Buyer must supply the Seller with all the relevant details requested, including full delivery details, post code and telephone number. The order will only be processed if full payment details are given.
4.4 The Buyer is entirely responsible for any text or other material which he requests when placing his order and the seller accepts no liability for any such content. However, the Seller reserves the right to refuse to send or display messages and terminate access to the relevant Services at any time and without liability in the event of detecting objectionable wording or messages.
5. Delivery terms
5.1 Next day delivery is guaranteed throughout mainland UK including Wales, Scotland and the Scottish Highlands with the exception of Northern Ireland, the Isle of Man and the Channel Islands for orders placed by noon from Monday to Friday.
Delivery conditions are different for London vs the rest of the country. Under standard delivery terms, no particular time of delivery can be guaranteed. For any specific requirements, delivery details can be arranged through contacting our shop by e-mail at or by calling us at 020 8940 0040.
5.2 For London postcodes, deliveries can be made on Sundays but not on Bank Holidays. Standard delivery charge for any one item on sale in the online store is £15.00 for orders placed Sunday to Friday noon; for same day deliveries to addresses in London, post-code specific terms and conditions apply. Information on delivery charges and timing can be obtained through contacting our shop by e-mail at or by calling us at 020 8940 0040.
5.3 Outside London, no deliveries can be made on Sundays, Mondays, Bank Holidays and any day following Bank Holidays. Standard delivery charge for any one item on sale in the online store is £15.00 for orders placed Monday to Friday by noon. Post-code specific terms and conditions apply for next day deliveries for orders placed after noon on Monday to Friday. Information on delivery charges and timing can be obtained through contacting our shop by e-mail at or by calling us at 020 8940 0040.
5.4 The Seller shall use its reasonable endeavours to meet any date stated for delivery. In any event time of delivery shall not be of the essence and the Seller shall not be liable for any losses, costs, damages or expenses incurred by the Buyer or any third party arising directly or indirectly out of any failure to meet any estimated delivery date.
5.5 Some Goods may not be in stock at the time the order is placed. In the event that the Seller is unable to deliver the Goods within the time specified in Clauses 5.1 or 5.2, the Seller will contact the Buyer to advise of the situation and the Buyer shall be entitled to cancel the order and receive a full refund or agree a later delivery date.
Title and risk in the Goods shall pass to the Buyer upon delivery of the Goods.
6. Delivery-related problems
6.1 Under normal circumstances, the Seller will do his best to ensure that any order is delivered to the recipient’s address and on the date as specified by the Buyer when placing the order.
There are times, however, when this is not possible owing to problems with the provided address information or unforeseen obstacles encountered by the Seller’s drivers whilst attempting to deliver the order.
It is very important that the recipient address the Buyer provides is accurate and that additional instructions are given to help the Seller’s drivers locate difficult-to-find addresses.
The seller cannot be held responsible for failed deliveries that result from a problem with the address provided at the time of order placement or the fact that the recipient no longer lives at the address provided.
6.2 In case of problems the seller will attempt one subsequent delivery. The Seller reserves the right to charge an additional delivery charge if the failed delivery is the result of a problem outside his control.
The Seller can not be held responsible for any other costs incurred by the Buyer or the recipient due to failed deliveries.
In case the recipient is not at home at the time of delivery, the driver will attempt to leave the order with a neighbour (unless the Buyer specifically requests that this should not be done) and leave a card at the recipient’s address. The card will be the Seller’s proof of delivery. It should be noted that it is then the recipient’s responsibility to collect the order from the neighbour.
6.3 If the driver is unable to deliver the flowers using one of the options above, the Seller will attempt to contact the Buyer via email or telephone to resolve the delivery issue. If no contact can be made at the time of attempted delivery, the order will be returned to the warehouse and the Seller will await contact from the Buyer.
Should the Buyer decide to cancel the order instead of arranging a redelivery, the Seller reserves the right to deduct a cancellation fee from the refund value.
In some instances, for example, when delivering to some business addresses, hospitals or universities, it may not be possible to deliver the flowers directly to the intended recipient.
In this case, the driver will deliver to the reception area or post room and try and obtain a signature from the receptionist. This signature will be the Seller’s record of delivery.
7.1 The Seller warrants that the bouquets will at the time of delivery faithfully reflect the colours, design and “feel” shown by the pictures the Seller has posted in the section “on-line store”.
However, in rare cases of supply problems the Seller reserves the right to substitute any particular flower shown as part of a bouquet with an alternate flower of a similar colour or texture and equivalent or greater value and quality. The Seller can not accept any responsibility for not exactly matching the pictures of bouquets shown in the “on-line store” section of his site.
8. Cancellation and returns
8.1 Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within seven (7) Working Days of receipt. This obviously makes no sense for fresh flowers, so by placing your order, you agree to wave your rights to cancel orders.
8.2 Although the seller will do his best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged. If the recipient receives damaged flowers, the Buyer should contact the Seller immediately by indicating the order reference number provided at the time of ordering (at the latest within 24 hours after delivery) so that either a resend or a full refund can be arranged.
9. Limitation of liability
9.1 Nothing in these Terms and Conditions shall exclude or limit the liability of the Seller for death or personal injury, however the Seller shall not be liable for any direct loss or damage suffered by the Buyer howsoever caused, as a result of any negligence, breach of contract or otherwise in excess of the price of the Goods.
9.2 The Seller shall not be liable under any circumstances to the Buyer or any third party for any indirect or consequential loss of profit, consequential or other economic loss suffered by the Buyer howsoever caused, as a result of any negligence, breach of contract, misrepresentation or otherwise.
10. Force majeure
10.1 Neither party shall be liable for any delay or failure to perform any of its obligations if the delay or failure results from events or circumstances outside its reasonable control, including but not limited to acts of God, strikes, lock outs, accidents, war, fire, breakdown of plant or machinery or shortage or unavailability of raw materials from a natural source of supply, and the party shall be entitled to a reasonable extension of its obligations.
11.1 If any term or provision of these Terms and Conditions is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction such provision shall be severed and the remainder of the provisions hereof shall continue in full force and effect as if these Terms and Conditions had been agreed with the invalid, illegal or unenforceable provision eliminated.
12. Complaints procedure
12.1 At Zita Elze, we are committed to providing a high standard of customer care. If you are not happy with any element of the service that you have received from our Team, please contact Zita Elze on +44 (0) 20 8094 0040.
13. Governing law and jurisdiction
13.1 These Terms and Conditions shall be governed by and construed in accordance with the law of England and the parties hereby submit to the exclusive jurisdiction of the English courts.