DELIVERY

We’re delivering gifts sets with flowers across the UK. 

As a part of the checkout process on this website, you will be able to select the date for delivery of your first order.

All orders will be made by Royal Mail or Hermes guaranteed delivery service. Delivery is 95% guaranteed to arrive on your selected day. However, due to factors outside of our control, there is a small chance that the delivery may arrive a day later than expected.

We would kindly asking you to order at least 3 days before. We’re working hard to shorten this time in the nearly future.

Changes to your order

If you wish to alter your order, please contact the Customer Service Team at info@onacara.com. We'll always do our best to make last-minute changes for you, but we can only guarantee changes (including the delivery address and gift card message) no later than 36 business hours prior to your order going out.

Your cancellation rights
You can cancel single orders not later than 36 business hours prior to the requested delivery date. In those circumstances, a full refund will be given. If a lesser period of notice is given, we will only give a refund if we have not started preparation of your order at the time notice is given. We cannot accept cancellations in the last 24 hours of the orders.

Payment Methods

We may provide paid products and/or services within the Service. In that case, we use third-party services for payment processing (e.g. payment processors).

We will not store or collect your payment card details. That information is provided directly to our third-party payment processors whose use of your personal information is governed by their Privacy Policy. These payment processors adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of payment information.

The payment processors we work with are:

PayPal: Their Privacy Policy can be viewed at
https://www.paypal.com/webapps/mpp/ua/privacy-full
Shopify Payments: Their Privacy Policy can be viewed at
https://pay.shopify.com/tos-privacy-policy

    We never store or have access to your credit or debit card details.

    Freshness and Damage

    We aim please our customers by delivering fresh flowers, in great condition, on time.

    Our flowers and gifts will be securely packed in the same box. While our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on occasions (and for reasons beyond our control) they may be damaged in transit. If you receive flowers that do not seem fresh or are damaged, please contact our Customer Service team at contact@onacara.com to let us know.

    If the flowers do not meet our own high standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the poor quality or damaged flowers within 72 hours of receipt in order to be eligible for a refund or replacement. If we offer you a refund, we will refund you the full amount within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount to your card. This is without prejudice to your statutory rights in respect of damaged, defective or incorrectly supplied goods.

    If you are not happy about the condition of other accessorizes and products in which they have been delivered to you, please contact our Customer Service team at contact@onacara.com so that we can help you.

    Non Delivery

    While we take all appropriate steps to make sure our flowers are delivered, sometimes mistakes occur. If we fail to deliver your order we will either send you a free replacement on our next available delivery date, or we will refund you the full price of your order within 3 days. Please note that banks might take an additional 3-5 days to refund the amount on your card.

     

    Returns

    Please understand that due to the perishable nature of flowers, we are unable to accept returns on these products. If you wish to return any accessories, you can do so within 14 days of the date on which you place your order and we will refund to you the price you paid for the products along with the standard delivery cost for those products you will need to pay any costs associated with returning the products.

    OFFERS AND PROMOTIONS

    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 orders given before the offer introduction date or after the offer end date.

    In the event that a customer has made an order and the price of the ordered product subsequently falls or is discounted owing to a special offer, the price of the product at the time of order shall prevail.

    As our special offers are dependent on availability, we may change the terms of special offers, or withdraw them altogether, at any time, and without prior notice.

    We also reserve the right, at our absolute discretion, to offer different personalized special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

    Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of the Onacara service, and are only available once to any one person.

    Discounts and credits cannot be used in conjunction with any other offers.

    Unless otherwise stated, we only allow one promotion code to be used per order.