Terms of Service

By placing an order on this website, you are agreeing to the following terms and conditions:

1. ORDERS AND CANCELLATIONS

  1. Order Acceptance Policy

In order to place an order we require your name, email address, payment details and the details of the order. You do not need to create an account with us, but we will store the details of your order on our systems in order to process this, and full details of how and where your data is stored can be found in our privacy policy (available at the bottom of this page). Once an order has been successfully placed and accepted we'll send you an order confirmation email to the email address entered during the checkout process. If you do not receive this email, please contact us at info@rootedco.co.uk and we can check that the order has gone through and ensure you receive the email.

All orders and subscription requests received are subject to acceptance by Rooted & Co. and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.

Should you wish to cancel your order, please call or email the Rooted & Co. prior to your shipment being sent out. Should you wish to cancel your order past this time, then you'll need to request a returns through our team. You can do this by emailing or calling us.

 

2. PAYMENTS

  1. We accept American Express, Visa and MasterCard credit and debit cards as well as Paypal. In order to offer the best security, all our payments are processed securely by Stripe or, if selected as a payment option, Paypal.

  2. If you create an account and enter your payment details, your card or Paypal details will be stored securely by Stripe so that you can check out on future visits without re-entering your card details.

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

3. PRICES

All prices include delivery charges unless otherwise stated. All prices include VAT unless otherwise stated.

4. DELIVERY POLICY

  1. We deliver by Royal Mail Tracked and via selected courier companies.

  2. We will determine whether your order will be delivered by Royal Mail or by courier for our free delivery, but you will have the option to upgrade to a premium courier at checkout.

  3. In the event of a delay by Royal Mail or a courier, we are unable to offer a refund or to resend your delivery.

  4. We are unable to provide proof of delivery notifications for Royal Mail orders as this is not a signed for service, tracking is available however.

  5. We cannot guarantee that delivery instructions will be followed.

  6. Timed deliveries are not available.

  7. Although our team will always try our best to ensure punctual delivery for our customers, Rooted & Co. cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the postal service that we use or anything else outside of Rooted & Co's control.

  8. Rooted & Co. only deliver within the United Kingdom. 

  9. We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.

5. OUR PROMISE, RETURNS AND REFUNDS

  1. We aim to delight our customers by delivering fresh flowers and plants, in great condition, on time.

  2. Damage

While our flowers and plants are packed carefully to ensure they arrive as fresh and beautiful as when they left us, on a small number of occasions (and for reasons beyond our control) they may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange 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 damaged flowers in question within 24 hours of receipt of the product in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3-5 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

  1. Returns

Please understand that due to the perishable nature of flowers and plants, we are unable to accept returns. We offer customers refunds or replacement flowers and plants if they are not delivered to an acceptable quality, as detailed above.

6. OFFERS AND PROMOTION CODES

  1. 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 purchases before the offer introduction date or after the offer end date.

  2. In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.

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

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

  5. We only allow one promotion code to be used per order.

  6. Except where otherwise stated, discounts and credits are available only once to any one person.

  7. Credit expires 12 months from the date that it is added to an account

  8. We reserve the right, at our absolute discretion, to expire or revoke credit, or to temporarily remove the ability to redeem credit on our site.

  9. Except where otherwise stated, discounts and credits can be redeemed against letterbox, hand tied and limited edition gift products

  10. Unless otherwise specified, discounts are only valid for single bouquet purchases and are not valid for bundles, gift subscriptions or regular subscriptions.

  11. Discounts and voucher codes cannot be redeemed against courier delivery charges, percentage discount vouchers are applied only to the bouquet cost unless otherwise stated.

  12. Discounts and credit can only be redeemed online at rootedco.co.uk.

7. CUSTOMER AND RECIPIENT PERSONAL INFORMATION

  1. To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information.

  2. Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.

  3. During the checkout process, we ask for the following personal information:

    1. Customer's email address We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate.

    2. Customer's full name and address We will use the customer's address for marketing communications from time to time.

    3. Customer's telephone number We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.

    4. Recipient's full name and address We require this information in order to deliver the flowers you have ordered. It is vital that the recipient's address is accurate.

8. INTELLECTUAL PROPERTY

  1. All trade marks, logos, content (including our website’s structure and layout), graphics, images, photographs, animation, videos, text and software used on this site are our intellectual property or that of our suppliers, partners or other users. For the purposes of your personal use only, you may view such material on your screen and print a single copy. You may not otherwise use, sublicense, retrieve, display, modify, copy, print, sell, distribute, download, hire, reverse engineer (unless permitted by applicable law) or create extracts of, or derivative works from, such material without our specific prior written consent.

  2. you must not collect, scrape, harvest, frame or deep-link to any information on our website without our specific prior written consent.

  3. You license (i.e. permit) us to use your user generated content both on our own website and also, for marketing purposes, on other channels including different websites, social media and emails. User generated content includes but is not limited to your comments, photos, recipe ratings and reviews.

Privacy Policy

This privacy policy sets out how Rooted & Co. uses and protects any information that you give Rooted & Co. when you use this website. Rooted & Co. is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Rooted & Co. may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

This privacy policy was last updated on 28 February 2020.

1. WHAT WE COLLECT

  1. We may collect the following information: a) Name, b) Contact information including email address, billing address and, in some instances, telephone number, c) Demographic information such as postcode, preferences and interests, d) Other information relevant to customer surveys and/or offers or competitions.

  2. We use different methods to collect data from and about you including through you using our website or app, filling in forms or by corresponding with us by post, phone email or otherwise. We may also collect data from you by using cookies. For the exhaustive list of cookies we collect see the 'How we use Cookies' section.

  3. To the extent permitted by applicable law, we may receive additional information about you, such as demographic data or fraud detection information, from third party service providers and/or partners, and combine it with information we have about you in order to improve the service and marketing that you receive from Rooted & Co.

2. WHAT WE DO WITH THE INFORMATION WE GATHER

  1. We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  2. Where the information is necessary for the adequate performance of the contract between you and us for us to provide our services

  3. For customer service and resolution purposes

  4. Internal record keeping.

  5. We may use the information to improve our products and services.

  6. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided and we may personalise such content based on what we believe may be of interest to you.

  7. From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone or mail.

  8. We may use the information to customise the website or app according to your interests.

  9. We may use the information to send you relevant, personalised communications by post in relation to updates, offers, services and products. We’ll do this on the basis of our legitimate business interest. You are free to opt out of hearing from us by post at any time by writing to or emailing us at info@rootedco.co.uk.

  10. From time to time, we may use remarketing and behavioural targeting services. In order to do these, we collect cookies and usage data as described below in the “How We Use Cookies” section. These cookies connect activity on this website or app with select advertising networks.

  11. We may use the information for the purposes of fraud detection and prevention and enhancing safety on our website and app.

We have a legitimate interest in obtaining and using the information as set out above in being able to provide and improve the service and marketing that you receive from Rooted & Co. You can opt-out of receiving marketing communications from us by following the unsubscribe instructions included in our marketing communications or changing your notification settings within your Account.

3. WHO WE SHARE YOUR INFORMATION WITH

In order to provide our services, we may need to provide your information to our trusted third party partners, for example:

  1. Our supply and fulfilment partners in order to ensure we can process and complete your order;

  2. Our marketing partners in order to offer you services and products that may be of interest to you;

  3. Our technology partners to ensure we can provide a safe and secure site and improve the performance and relevance of our site to you;

  4. Our customer service platform providers so you can interact with our customer service team;

  5. Our professional services partners in order to comply with our legal obligations;

  6. It is possible we could sell our business to a third party or re-organise our business or become insolvent. In that scenario, our database of customers is one of the biggest parts of that business and so we would need to share it with the third-party buyer and their advisers. This is in the legitimate interests of selling our business. We may also expand our group of companies and in this scenario we may share your data within our group in order to improve our products and services and because of some of our internal support services may be shared across the group. This is in our legitimate interests of cost efficiency and growing our business. Where this occurs, we will post a link to all group companies and their locations in this Privacy Policy and they will use it in the ways set out in this Policy;

  7. We will cooperate with all third parties to enforce their intellectual property or other rights. We will also cooperate with law enforcement requests from within or outside your country of residence;

  8. Where you have consented to such, our competition and brand partners

  9. In accordance with legitimate interests, we may share customer name, address and purchase information (but never email or phone number) with Epsilon Abacus so they can analyse what products may interest you and contact you accordingly via post. We work with Epsilon Abacus (registered as Epsilon International UK Ltd), a company that manages the Abacus Alliance on behalf of UK retailers. The participating retailers are active in the clothing, collectables, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, and home interiors categories. Theis group of retailers share information on what their customers buy. Epsilon Abacus analyses this pooled information to help the retailers understand consumers’ wider buying patterns. From this information, retailers can tailor their communications, sending people suitable offers that should be of interest to them, based on what they like to buy. You can opt out at any time by emailing info@rootedco.co.uk.

From time to time, we may need to transfer your data to trusted third party partners in countries outside of the EU in order to complete the activities listed above. In such an event, we will ensure that those third party partners comply with all relevant data protection legislation in force in the EU from time to time.

4. SECURITY

  1. We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

5. HOW WE USE COOKIES

  1. A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

  2. We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website and app in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

  3. Overall, cookies help us provide you with a better website and app, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can manage your cookie preferences from the footer but this may prevent you from taking full advantage of the website and app.

  4. Specific cookies that may be used on our site include:

Adition, Adform, Adroll, Adscale, Amazon Mobile Ads, Amplitude, Bidswitch, Bing ads, Branch, Braze, Bugsnag, Chattermill, Cloudflare, Creative Serving, Criteo, Drawbridge, DC StormIQ, Facebook ads, Facebook Connect, Google Adwords, Google Analytics, Google Tag Manager, Head, Heap, iterate, Mention Me, New Relic, Periscope, Pinterest, Pusher, Rakuten, reviews.co.uk, Smartly, Snapchat, Steelhouse, Stripe, Stroeer, Tradedesk, Twitter, Typeform, Vimeo, Workable, Youtube, Zopim

The websites/companies listed above (with the caveats below) use cookies to track our paid advertising activity and/or measure the performance of our website. We use the information collected by these cookies to help us determine where our ads will be most effective online and to improve ad targeting. The information collected through these cookies is anonymous and does not identify specific individuals or their details.

Google Analytics

Google Analytics uses cookies to collect data that helps us understand how people are using the Rooted & Co. site and where they came from. We use this information to identify how and where we can improve the customer experience. The information collected through these cookies is anonymous and does not identify specific individuals or their details.

Social Sharing

Please note that if you wish to share a product on a third-party website (such as Facebook, Twitter etc) you may be sent cookies from these websites. We don't control the setting of these cookies, so we suggest you check the third-party websites for more information about their cookies and how to manage them.

6. LINKS TO OTHER WEBSITES

  1. Our website and app may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

7. CONTROLLING YOUR PERSONAL INFORMATION

  1. You may exercise any of the rights described in this section by sending an email to info@rootedco.co.uk. Please note that we will ask you to verify your identity before taking further action on your request. We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

  2. Managing Your Information. You may access and update some of your information through your Account settings.

  3. Rectification of Inaccurate or Incomplete Information. You have the right to ask us to correct inaccurate or incomplete personal information concerning you (and which you cannot update yourself within your Account).

  4. Data Access and Portability. You have the right to request copies of your personal information held by us. You may also be entitled to request copies of personal information that you have provided to us in a structured, commonly used, and machine-readable format and/or request us to transmit this information to another service provider (where technically feasible).

  5. Data Retention and Erasure. We generally retain your personal information for a period of six years after your last active use of our website or app (in line with our legal obligation to keep order information for this duration for tax, legal reporting and auditing obligations). If you no longer want us to keep your information, you can request that we erase your personal information and close your Rooted & Co. account. Please note that if you request the erasure of your personal information:

a. We may retain some of your personal information as necessary for our legitimate business interests, such as fraud detection and prevention and enhancing safety. For example, if we suspend a Rooted & Co. Account for fraud or safety reasons, we may retain certain information from that Account to prevent that user from opening a new Rooted & Co. account in the future.

b. We may retain and use your personal information to the extent necessary to comply with our legal obligations. For example, we may keep some of your information for tax, legal reporting and auditing obligations.

c. Additionally, some copies of your information (e.g. log records) may remain in our database, but are disassociated from personal identifiers.

  1. Data Security. The security of our your data is very important to us. With this in mind we will take all appropriate steps to protect your data and will treat it with the utmost care and attention. We use ‘https’ technology to secure access to all areas of our websites and apps. Access to your personal data is password-protected, and sensitive data such as payment card information is held securely by our 3rd party payment providers, and tokenized to ensure it is protected. We ensure that our systems are regularly monitored for possible vulnerabilities and attacks.

  2. We will not sell, distribute or lease your personal information to third parties unless we have your permission, are required by law to do so or it is required for the provision of our services as detailed above. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.