Shipping policy
Delivery
For any queries about your order, or for returns, please contact Cake & Flowers at CakeandFlowers.TDL@dorchestercollection.com.
Same day delivery
London (Zones 1–2 only)
Monday – Sunday, delivery available before 18.00
Nationwide delivery
For nationwide delivery across the UK, we offer a next-day delivery service.
- Orders must be placed by 12pm for delivery the following day
- Orders placed after this time will be shipped the next working day
International delivery
Due to the nature of our products, we do not deliver to addresses outside of the UK.
Due to licensing laws, you must be over 18 years old to purchase any alcohol-related items.
Click & Collect
Available Monday to Sunday, 11.30am – 7.30pm.
Cake & Flowers
London W1K 1QA
1.0 Delivery and availability
1.1
We will contact you with an estimated delivery date. This will be within 30 days after the date on which we email to confirm acceptance of your order. Occasionally, delivery may be affected by an event outside our control. See Clause 16 for our responsibilities when this happens.
1.2
You own the products once we have received payment in full, including all applicable delivery charges.
1.3
DSL shall deliver products ordered by you to a courier or postal service of DSL’s choice, to the delivery address that you have given us. By accepting these terms, you agree irrevocably to appoint the courier or postal service to be your agent for taking delivery of the products on your behalf, and delivery to the courier or postal service shall be deemed to be delivery to you.
1.4
If you are resident in the UK, DSL shall, wherever applicable, instruct the courier or postal service to deliver the products to the address in the UK that you give us.
1.5
All delivery is subject to availability and time shall not be of the essence. We have indicated on our website whether or not a product is currently “in stock” (that is, available for dispatch) or our estimate on when it will be available for dispatch. However, this is an estimate only and may be subject to change.
If there is any delay, we will notify you and give you a new delivery time. As we process your order, we will also notify you if any products are unfortunately not available. During the Christmas period, we will notify you on our website of any additional provisions which may apply to delivery.
1.6
For legal and logistical reasons, some products advertised on our website can only be delivered to certain countries. Where applicable, this is indicated on the product page itself.
This Clause 1.7 only applies if you are a consumer:
1.7
If we miss the 30-day delivery deadline for any products, then you may cancel your order straight away if any of the following apply:
a) we have refused to deliver the products
b) delivery within the delivery deadline was essential, taking into account all the relevant circumstances
c) you told us before we accepted your order that delivery within the delivery deadline was essential
1.8
If you do not wish to cancel your order straight away, or do not have the right to do so under Clause 1.7, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we do not meet the new deadline.
1.9
If you do choose to cancel your order for late delivery under Clause 1.7 or Clause 1.8, you can do so for just some of the products or all of them, unless splitting them up would significantly reduce their value.
If the products have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this. After you cancel your order, we will refund any sums you have paid to us for the cancelled products and their delivery.
2.0 International delivery
2.1
Each hotel delivers to specific countries. However, there are restrictions on some products for certain international delivery destinations, so please review the information on that page carefully before ordering products.
2.2
If you order products from our site for delivery to one of the international delivery destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount.
2.3
You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
2.4
You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you break any such law.
3.0 Price of products and delivery charges
3.1
The prices of the products shall be those quoted on our site at the time you submit your order. We take all reasonable care to ensure that the prices of products are correct at the time when the relevant information was entered onto the system. However, please see Clause 12.6 for what happens if we discover an error in the price of product(s) you ordered.
3.2
Prices for our products may change from time to time, but changes will not affect any order for which you have already received an acceptance.
3.3
All prices are calculated in British Pounds (£). The price will be converted depending on your geographical location and delivery address.
All prices on our site are inclusive of VAT, where applicable, at the current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the products in full before the change in VAT takes effect.
3.4
Product prices do not include delivery charges. Our delivery charges are advised to you during the checkout process, before you confirm your order.
For logistical reasons, it is not always possible for items to be shipped together, so each product may have a delivery charge levied against it.
3.5
Generally speaking, each hotel deals with its own orders. If you have a query regarding delivery, please contact the relevant hotel.
3.6
Our site contains a large number of products. It is always possible that, despite our reasonable efforts, some products on our site may be incorrectly priced.
If we discover an error in the price of the products you have ordered, we will contact you to inform you of this error and give you the option of continuing to purchase the product at the correct price or cancelling your order. We will not process your order until we have your instructions.
If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
Please note that if the pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect, lower price.
3.7
Prices on the website may differ from those in DSL stores.
4.0 Consumer right to cancel and returns
This clause only applies if you are a consumer.
4.1
If you wish to return products because they are faulty, please see Clause 10 below.
4.2
If you are a consumer, you have a legal right to cancel a contract during the period set out below in Clause 5.5. This means that during the relevant period, if you change your mind or decide for any other reason that you do not want to receive or keep a product, you can notify us of your decision to cancel the contract and receive a refund.
Advice about your legal right to cancel the contract is available from your local Citizens’ Advice Bureau or Trading Standards Office.
4.3
However, this cancellation right does not apply:
i) in the case of any products which become mixed inseparably with other items after their delivery
ii) sealed items, if these products are unsealed after you receive them
4.4
You may return products within fourteen (14) days of receipt. Further details of your right to cancel are given in the email confirming your order.
4.5
Your legal right to cancel a contract starts from the date on which we email you to confirm acceptance of your order, which is when the contract between us is formed.
Your deadline for cancelling the contract depends on what you have ordered and how it is delivered:
Single product
If your contract is for a single product which is not delivered in instalments on separate days, the cancellation period ends 14 days after the day on which you receive the product.
Example: If we provide acceptance on 1 January and you receive the product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January.
Multiple products or instalments
If your contract is for one product delivered in instalments on separate days, or multiple products delivered on separate days, the cancellation period ends 14 days after the day on which you receive the last instalment or the last of the separate products ordered.
Example: If we provide acceptance on 1 January, you receive the first product on 10 January and the last product on 15 January, you may cancel at any time between 1 January and the end of the day on 29 January.
Regular delivery over a set period
If your contract is for the regular delivery of a product over a set period, the cancellation period ends 14 days after the day on which you receive the first delivery.
Example: If we provide acceptance on 1 January in respect of products to be delivered at regular intervals over a year and you receive the first delivery on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. This is the last day of the cancellation period in respect of all products to arrive during the year.
4.6
All customers who cancel under this statutory cooling-off period shall be entitled to a full refund. Any customers who would like to cancel an order pursuant to this statutory right should contact our Customer Services Team.
4.7
If you cancel your contract, we will:
a) refund you the price you paid for the products. However, we are permitted by law to reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the cost of delivery by the least expensive delivery method we offer, provided that this is a common and generally acceptable method. For example, if we offer delivery within 3–5 days at one cost but you choose delivery within 24 hours at a higher cost, we will only refund what you would have paid for the cheaper delivery option.
c) make any refunds due to you as soon as possible and within the following deadlines:
i) if you have received the product and we have not offered to collect it from you: 14 days after the day on which we receive the product back, or, if earlier, the day on which you provide us with evidence that you have sent the product back to us
ii) if you have not received the product, or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the contract
4.8
If you have returned the products to us under this Clause 5 because they are faulty or mis-described, we will refund the price of the products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
4.9
We will refund you on the credit card or debit card used by you to pay. If you used a gift card to pay for the products, we may refund you in vouchers.
4.10
If a product has been delivered to you before you decide to cancel your contract:
a) you must return it to us without undue delay and in any event no later than 14 days after the day on which you let us know that you wish to cancel the contract. You can either send it back, return it to us in-store or hand it to our authorised carrier. If we have offered to collect the product from you, we will collect the products from the address to which they were delivered. We will contact you to arrange a suitable time for collection.
b) unless the product is faulty or not as described, you will be responsible for the cost of returning the products to us. If the product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the product from you, we will charge you the direct cost to us of collection.
4.11
Because you are a consumer, we are under a legal duty to supply products that are in conformity with this contract. As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this Clause 5 or anything else in these Terms.
Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards Office.
