T's & C's
These terms and conditions (the 'Terms and Conditions') are the terms and conditions upon which Send-Off ('we/us') make this websites at the domain name www.send-off.com, as well as any of our mobile websites, and other related subdomain websites and services (collectively, the "Websites") available to you and any of our services which are accessible on or via the Send-Off Website (the 'Send-Off Service').
1.1 All products as depicted on this Website (as may be varied from time to time) are available almost everywhere in the UK, Channel Islands, Republic of Ireland and Isle of Man - or limited locations within these as otherwise directed. Certain product ranges are available in selected delivery areas only.
1.2 Certain flower and plant products may be delivered in bud to ensure longer life.
1.3 Some flower and plant products may be harmful or poisonous (lilies in particular can be extremely toxic to cats). If you require further information before submitting an order please visit our Allergy & Product Information page, or contact the Send-Off Customer Contact Centre using the contact details set out in section 7.
1.4 All products are subject to availability. In the event of any supply difficulties, we reserve the right to substitute with a product of equivalent value and/or quality without notice. Where possible Send-Off, or a Send-Off partner may contact the customer to agree a suitable substitution.
1.5 In the event that we are unable to supply all or part of your order (the product or any substitute product to you at all), we shall notify you as soon as possible and reimburse your payment in full no later than 7 days after the intended delivery/collection date.
1.6 We may be unable to offer some Added Extras with products ordered from selected ranges and locations; this will be made clear when placing your order.
1.7 Products are delivered next day unless another delivery date or delivery service is selected. See section 5 for delivery services.
1.8 Selected products are not available for same day delivery or other special delivery services. Further information regarding product availability and delivery options will be presented when placing your order.
1.9 We guarantee the freshness of your flowers for 7 days from the date of delivery/collection.
1.10 Food items may contain allergens. Please see specific product pages for allergen information. We reserve the right to substitute any items with replacements of equal or higher quality and value, In the event that a substitution is made, the nutritional and allergen summaries on our website may not reflect the true contents of the hamper.
2.1 Prices listed within the Send-Off Service are valid for a maximum of 14 days from the date of submitting your order.
2.2 Prices include VAT for deliveries within the UK, Republic of Ireland and Channel Islands.
2.3 Except where stated product prices exclude delivery charges.
2.4 Product prices for items requiring delivery outside of the UK, Republic of Ireland and Channel Islands exclude delivery charges.
2.5 Please note that from time to time, product and delivery prices on interflora.co.uk (or a subdomain of) may vary to those offered in a Send-Off partner or via any telephone ordering lines.
2.6 Product prices are subject to change without notice.
3.1 You will be given clear instructions to navigate the order process and will be required to provide us with your complete personal details, including accurate postcode, together with those of the intended recipient and all necessary payment details.
3.2 We accept payment by all major credit and/or debit cards, other than Diners, department store cards and any other credit and/or debit cards as we may specify from time to time.
3.3 By clicking on the 'Pay Now' button at the end of the order process, you are consenting to be bound by our Terms and Conditions contained in these terms and conditions and appearing anywhere on the website.
3.4 Submitting your order is subject to our acceptance of this offer. We will send an email confirmation of your order details to advise that we are processing your order via the email address you provide. We will not consider ourselves bound by a contract with you until we have issued this email confirmation.
4.1 General Notes
4.1.1 Selected products are not available for delivery to certain areas. We will advise you of these restrictions before you place your order.
4.1.2 We will advise you of the first available delivery date for your chosen item when processing your order.
4.1.3 To avoid problems or delays with delivery, please ensure that you have included the full address details, including accurate postcode of the intended recipient and telephone number, together with your daytime contact telephone number or email address so that in the event of any delivery problems being encountered Send-Off, or a Send-Off partner, may contact you and confirm delivery details to enable delivery to be made.
4.1.4 Whilst we agree to use all reasonable endeavours to ensure that delivery will be on the requested delivery date or during the delivery period, you acknowledge that actual delivery will be via a local florist or for certain orders via a third party courier service. In very occasional circumstances delivery on the requested terms will not be possible, in such circumstances you will be given prior notice wherever possible and we shall either make alternative arrangements or reimburse your payment in full in accordance with clause 1.5.
4.1.5 In the case of delivery to certain locations, where a third party is involved, such as offices, hospitals, funeral directors, airports, hotels, ships and other business locations, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to your chosen recipient.
4.1.6 Please be advised that some products are unsuitable for delivery to funeral directors, hospitals, airports or ships; please contact the Send-Off Customer Contact Centre for further information using the contact details set out in Section 7.
4.1.7 Please be aware that the carrier will deliver the goods to the address provided in good faith and we cannot accept responsibility if the intended recipient is no longer at that address and the receiver refuses or fails to return the items(s).
4.1.8 Please note that where the carrier is unable to find someone to accept delivery, or unable to leave the delivery in a secure location, they will leave a card at the address for the recipient to make contact and re-arrange delivery. If the recipient fails to make contact in good time we reserve the right to charge for re-delivery to that or an alternative address.
4.1.9 In respect of orders for items from the 'Funeral' product ranges only, for delivery to funerals or funeral parlours, it is possible to select a preferred delivery time within the order process. Whilst every effort will be made to ensure your order is delivered prior to the time selected, no guarantee for delivery by the time specified can be given. To assist us in meeting your preference, please ensure your order is placed at least two working days prior to the preferred delivery time.
4.1.10 Before placing your order, please review delivery cut-off times and prices.
4.1.11 Please note that if you order a number of items for delivery to the same address, they may be despatched separately and we cannot guarantee delivery on the same day.
4.1.12 Please note deliveries to remote areas which are made by public transport (e.g. boat, plane) may not always be possible on your chosen delivery date due to circumstances beyond our control (e.g. bad weather, alterations to travel schedules etc). In the event that delivery on your chosen date and/or delivery time is not possible we will contact you as quickly as possible to make alternative delivery arrangements, or if you prefer cancel your order.
4.1.13 We shall not be liable for any failure to perform in our obligations where such failure is as a result of Acts of God (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labour dispute, strike, lockout or interruption or failure of electricity or telephone service.
5.2 Partner Delivery Information
5.2.1 Via our network of partners we are able to offer the delivery services detailed below. Partner delivery services are generally available within the United Kingdom, Republic of Ireland, Isle of Man and Channel Islands, however, please note the following:
- Some delivery services are subject to availability.
- Some delivery services may be withdrawn without notice during busy periods.
- Some delivery cut off times may vary without notice during busy periods.
- At certain times of the year delivery prices may vary.
- Deliveries are not generally available on bank holidays.
- If you request delivery to remote areas which are not normally delivered to by Send-Off you will be advised of any additional charges as soon as possible upon receipt of your order.
There are some locations where we do not have a florist available to deliver floral products. In this event your floral product will still be arranged by an Send-Off partner but delivery will be via a specially selected courier.
Please note the following:
- Partner Delivery (8am to 8pm) at £7.00
- Deliveries are not available on bank holidays.
- Orders received on a bank holiday will be processed the next work day. Delivery is also not available for specific times. Courier deliveries via our florists are not available to Scottish Highlands, (and some Scottish Islands), Northern Ireland, Channel Islands, Scilly Isles, Isle of Man, BFPO addresses and H.M. Prisons.
- Orders for UK delivery placed by 4pm will be despatched the same day for next day delivery Tuesday to Sunday
- Orders for UK delivery on a Monday must be placed by 5pm Saturday.
- Orders for delivery to the Republic of Ireland placed by 4pm will be despatched the same day for next day delivery Tuesday to Friday. Monday delivery is not available.
Please see Delivery Information section for further details relating to courier deliveries.
5.2.2 Partner Delivery is next day (excluding Sundays) at a charge of £7.00. Deliveries will be made anytime between 8am and 6pm and orders can be placed up to 12 midnight. If ordering via Voice Ordering apps, order must be placed by 3pm.
5.2.3 Partner Delivery Today is available at a charge of £10.00 (excludes Sundays). Should you require this delivery service, your order must be placed by 3pm, unless ordering via Voice Ordering apps, in which case orders must be placed by 12 midday. Deliveries will be made anytime between 8am and 6pm.
5.2.4 Nominated Day Delivery is available at a charge from £7.00 (excluding Sundays). Delivery will be made anytime between 8am and 6pm.
5.2.5 Partner AM Delivery is available on next day and nominated day deliveries only at a charge of £12.00 (excluding Sundays). This services is offered to orders for certain delivery locations only. Deliveries will be made anytime between 8am and 12pm.
5.2.6 Partner PM Delivery is available on next day and nominated day deliveries only at a charge of £11.00 (excluding Sundays). This service is offered to orders for certain delivery locations only. Deliveries will be made anytime between 12pm and 6pm.
5.2.7 Partner Evening Delivery is available on standard (next day) and nominated day delivery only at a charge of £13.00 (excluding Sundays). This service is offered to orders for certain delivery locations only. Deliveries will be made anytime between 6pm and 9pm. You will be advised at the point of purchase if your requested delivery slot is available.
5.2.8 Express Delivery (within 3 hours) is available for same day delivery at a charge of £14.00 (excluding Sundays). This service is offered for orders to certain delivery locations only and is subject to partner delivery hours. You will be advised at the point of purchase if this service is available to your delivery address.
5.2.9 Partner 2 Hour Timed Delivery is available for next day and nominated day delivery at a charge of £12.00 (excluding Sundays) and only available for selected addresses. Deliveries will be between 8am and 6pm. You will be advised at the point of purchase if your requested delivery is available. Deliveries will be made in 2 hour delivery slots between 8am and 6pm.
5.2.10 Sunday Delivery is available at a charge of £11.00 in certain delivery locations only. Deliveries will be made anytime between 8am and 5pm. You will be advised at the point of purchase if your requested delivery slot is available.
5.3 Courier Delivery
5.3.1 Non floral products are delivered next day via courier (Fedex) and incur no additional cost. Deliveries will be made between 7am and 7pm.
- Orders placed by 2pm Monday to Thursday will be despatched the same day for next day delivery.
- Orders for delivery on a Monday must be placed by 2pm Friday.
- Orders for delivery on a Saturday must be placed by 2pm Friday.
5.3.2 Floral and plant products delivered via courier (DPD) incur no additional cost. Deliveries will be made between 8am and 8pm.
- Orders placed by 3.30pm Monday to Friday will be dispatched the same day for next day delivery.
5.3.3 Courier deliveries are not available on Sundays or bank holidays. Delivery is also not available for specific times. These exceptions will be made clear during the ordering process.
5.3.4 Orders received on public holidays will be processed the next working day, this will be made clear during the ordering process.
5.3.5 Please note that courier deliveries are not available to Scottish Highlands (and some Scottish Islands), Northern and Republic of Ireland, Channel Islands, Scilly Isles, Isle of Man, BFPO addresses and H.M. Prisons. Couriers cannot deliver to a University Campus, as generally there is no access beyond security/reception areas.
5.3.6 We do not recommend courier deliveries to hospitals or funerals.
5.4 International Delivery
5.4.1 In respect of orders outside the UK, Republic of Ireland and Channel Islands, delivery shall be made as soon as is reasonably practicable, but you acknowledge that delivery on the intended delivery date, particularly in respect of orders received for same day delivery or for Sundays and public holidays, cannot be guaranteed.
5.4.2 For International orders please be aware that same day (selected countries only), next day and future date delivery options are available with a delivery charge of £12.00. Please note that certain delivery dates may incur additional charges. Check the product page calendar for the latest delivery costs and options.
5.4.3 We cannot accept orders for timed delivery overseas.
5.4.4 Please note that whilst we have extensive delivery coverage internationally, there are some locations where we do not have a florist available to deliver. In the event that you place an order to an area where delivery is unavailable we will contact you as soon as possible to advise and cancel your order.
5.5 Click & Collect
5.5.1 A selected range of products are available for the Click & Collect service. These products are clearly identified on our website.
5.5.2 The Click & Collect service is only available at participating partners.
5.5.3 When ordering a product using this service you will be asked to select the florist shop from which you will collect your order.
5.5.4 When ordering we will use all reasonable endeavours to make you aware of the opening hours of your chosen collection point, however we cannot accept liability for the accuracy of this information. We recommend you contact the florist you will be collecting your order from once your order is placed to double check opening hours before planning your journey. The partners contact details are confirmed to you following order placement.
5.5.5 At the time of placing your order you will be asked to specify the date you wish to collect your order and you will then be advised of the earliest collection time available for your order.
5.5.6 Due to the perishable nature of our products please ensure you collect your order no later than 24 hours after the collection date/time you specified.
5.5.7 If for any reason we are unable to prepare the item you have ordered for collection on the requested date at the collection time, we will attempt to contact you in advance of this to advise you and either re-arrange collection or cancel the order.
5.5.8 Due to the bespoke, perishable nature of our products, we are unable to refund or offer replacement products for orders which you fail to collect.
5.5.9 When collecting your order, please ensure you have a copy of your order confirmation email (stating your order number) with you together with a piece of personal identification (i.e. driving licence) as we may ask for these as proof of identity when you collect your order.
5.5.10 Cut-off times for this service may vary at busy times e.g. Christmas, Valentine's, Mother's Day.
5.5.12 There is no charge for the Click & Collect service.
5.5.13 This service is only available via interflora.co.uk (and any subdomains of) and applications.
5.5.14 We reserve the right to withdraw or amend availability of this service from time to time without warning.
6.1 If for any reason you wish to change or cancel your order, subject to clause 6.2, please contact us via our contact us section and provide the following information:
- Order number(s)
- Name of customer(s)
- Billing address of customer(s)
- Name of recipient(s)
Please give at least 48 hours’ notice before the requested delivery date (we may need more notice around our busiest times, Christmas, Valentine’s and Mother’s Day)
6.2 We regret that you may not cancel an order for: (i) perishable goods once your order has been dispatched; or (ii) customised goods if, at the time you seek to cancel, the customisation process has begun.
6.3 In respect of non-perishable, non-customised goods you may cancel your order from the point at which you place your order until 14 calendar days after you have received your goods. If you exercise your right to cancel, you will be responsible for costs of returning the goods which must be returned within 14 calendar days of cancelling. You are not entitled to reimbursement of costs for enhanced delivery. Send-Off has the right to deduct an amount for diminished value of goods.
6.4 You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.
7.1 In the event you are not satisfied with the Send-Off Service, please contact us and we'll do all we can to put the situation right, or, if you prefer, give you your money back.
7.2 Because of the perishable nature of most products and in order to assist us in resolving any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within 1 working day of the date of delivery or intended delivery of your purchase.
7.3 Any complaints should be addressed in the first instance to our contact us section.
8.1 Whilst we agree to use all reasonable endeavours to ensure that the Website and/or the Send-Off Service is fully operational and error-free, we cannot guarantee this and therefore accept no responsibility for any defects and/or interruption of the Website and/or the Send--Off Service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Website and/or the Send-Off Service impossible or impractical.
8.2 We accept liability for death or personal injury arising from our negligence.
8.3 Subject to clause 8.2 our liability in contract, tort (including negligence and breach of statutory duty) or otherwise arising by reason of or in connection with your order with us shall be limited, per claim or series of connected claims, to a multiple of 5 times the price you have paid for the products.
8.4 Subject to clauses 8.2 and 8.3 above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Website and/or the Send-Off Service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the products supplied.
8.5 Subject to clauses 1.5 and 5.3, we shall not be liable for any delay or inability to perform our obligations to you if such delay is due to any cause whatsoever beyond our reasonable control.
8.6 Abuse of Service: We reserve the right to refuse an order if we believe your use of the Send-Off Service, either directly or indirectly, is for any unlawful purpose, or, may cause distress or offence to any person.
8.7 Send-Off understands that it is under a legal duty to supply goods that are in accordance with the contract.
9.2 Promotional codes must be entered in the relevant section of the order process on www.send-off.com (or a subdomain of). We are unable to apply a promotional code to orders already placed.
9.3 Promotional codes are usually restricted to one use per customer and should not be passed on to additional recipients.
9.4 Promotional codes may also be set to a maximum number of redemptions - if we are not able to accept the promotional code you have entered it will be because the code has expired or the maximum redemption level for promotion has been met. We will advise you accordingly in the order process and the discount will not be applied.
9.5 Selected promotional codes may be restricted for use against specified products or services - details of any restrictions will be communicated at the point where we promote the promotional code to you.
9.6 Promotional codes cannot be exchanged for a cash alternative or used in conjunction with any other promotions.
9.7 Where the promotional code entitles you to a percentage discount against the product price, this excludes any and all delivery charges.
9.8 Where the promotional code entitles you to a free delivery offer, this will usually be for Send-Off standard delivery (next day or nominated day) charged at £7.00. Certain delivery dates may incur additional charges, such as delivery on Sunday's or public holidays etc.
9.9 Promotional codes may be withdrawn, or suspended without notice for any reason. We will advise you within the order process if we cannot accept the promotional code you have entered.
9.10 We cannot be held responsible for non-availability of interflora.co.uk (or any subdomain of) which may prevent use of promotional codes.
9.12 Send-Off promotional codes are not valid when purchasing Send-Off Gift Cards, but can be used in conjunction with an Send-Off Gift Card to make a purchase on www.send-off.com
10.2 Additionally, we reserve the right to suspend, restrict or terminate access to the Website and/or the Send-Off Services for any reason at any time.
10.3 These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Website, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
10.5 A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that act.
10.6 In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.
10.7 Your purchase will be deemed to have occurred in the UK. These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.
11.1 All other rights, including copyright, in this website are owned by Send-Off Ltd. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of Send-Off Ltd. You may not modify, distribute or repost something on this website for any purpose.
12.1 The word mark 'SendOff' is a registered trade mark owned by Send-Off Ltd, Inc. in the United Kingdom. The Send-Off logo is also a registered trade mark owned by Send-Off Ltd in the United Kingdom. These trademarks protect Send-Off's identity as the UK and Ireland's most trusted brand for funeral and resting place flower, gift delivery and resting place maintenance services. Send-Off has full rights to use both trademarks and we are very proactive in protecting our brand. We actively monitor use of the trade marks by third parties. In order to protect the integrity of our brand, the trade mark 'Send-Off' must always be used.
Any use of the 'Send-Off' trade mark and the Send-Off logo should be accompanied by an acknowledgement that the mark is a registered trade mark.
13.2 When you register with the Service you will be required to create a password. You must keep this password confidential and must not disclose it or share it with anyone. You will be responsible for all activities and orders that occur or are submitted under your password. If you know or suspect that someone else knows your password you should notify us immediately. Should you forget your password, please use the password reminder service (this option can be found adjacent to the My Account login box).
13.3 If Send-Off has reason to believe that there is likely to be a breach of security or misuse of the Service or Website, we may require you to change your password, or may suspend your use of the Service.
13.4 You must ensure that the details you provide on registration or at any time are correct and complete.
13.5 You must inform us immediately of any changes to the personal information that you provided when registering. Updates can be made at any time by going to the 'About Me' personal profile section of My Account. This will help us to ensure that the Service we provide is accurate and up to date.
13.6 Use of the Service is intended to assist with purchases made via the Website. The Service must not be used for the following purposes:
- Disseminating any unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material.
- Gaining unauthorised access to other computer systems.
- Interfering with any other person's use or enjoyment of the Website.
13.7 Send-Off reserves the right to refuse to post material on the Website or to remove material already posted.
13.8 Whilst we take every reasonable precaution and care in relation to the Service, we do not make any representation or warranties of any kind (express or implied) with respect to the contents or operation of the Service, and any such representations and warranties are excluded by this notice. We do not warrant that use of the Service will be uninterrupted or error free. Whilst every effort is made to ensure reminder emails set up on your account are processed and delivered as requested, we cannot be held responsible for non-delivery of these messages. Your use of the Service is done so entirely at your own risk and we do not accept any liability whatsoever for losses or damages that you may suffer as a result of your use of the Service.
13.9 Your access to the Website and Service may occasionally be restricted to allow for routine maintenance.
13.11 If you have any queries please contact us using the contact details in Section 7.
13.12 We have obligations in relation to your personal information under the Data Protection Act 2018, the General Data Protection Regulation (EU) 2016/679 and other applicable data protection laws. Some of the information you provide may be "sensitive" information under the act (i.e. information on "delicate" matters, including race, political opinions, religion, trade union membership, physical or mental health or condition, sexuality etc.). By registering for the Service and providing your details, you agree to us using information in the way set out above. Where you provide information about other people (for example their date of birth, or their address) you also confirm that you have the consent of these people to provide us with that information.
15.3 You must be aged 16 or over to post to a Send-Off social media site.
15.4 By posting to a Send-Off social media site, you agree to be solely responsible for the content of all information you contribute, link to or otherwise upload.
15.5 You agree that everything you post shall be truthful, accurate, not misleading and offered in good faith and that you have the right to post such content.
15.6 You agree not to post any of the following:
- False, misleading or deceptive comments.
- Materials that contains confidential material or violates a third party's right of privacy.
- Any photos or comments that include or depict profanity, pornography, threats, hate speech, incite violence, personal attacks, illegal statements or unsafe practices.
- Content attempting to impersonate someone else including, but not limited to, customers, clients, Send-Off Ltd employees, partners, suppliers, partners or other community members.
- Unauthorised commercial communications (spam).
- Viruses or other malicious codes.
15.7 By posting to a Send-Off social media site, you agree to be respectful to other community members as well as Send-Off's community management team.
15.8 Send-Off reserves the right to moderate content posted on its social media sites.
15.10 Send-Off reserves the right to remove or report any posts which could be deemed inappropriate or offensive.
15.12 Any threats made against individuals or property will be reported to the police.
15.13 Be smart about protecting yourself, your privacy and the privacy of others. What you publish is widely accessible and may be around for a long time, so carefully consider what you post.
15.14 Do not post personal or sensitive information about yourself or others, including bank account information, information that may be used to locate yourself or another, or information which could otherwise be deemed to constitute an invasion of another's privacy.
15.15 Send-Off assumes no liability for errors or omissions in any material on Send-Off social media sites.
15.16 For any content you post on Send-Off social media sites, you warrant that it is your own original work or if it is covered by intellectual property rights owned by third parties, you represent and warrant that you have obtained all rights to that third party content and specifically grant to Send-Off a worldwide, perpetual, irrevocable, royalty-free and fully-paid, transferable right and license to exercise all copyright, publicity, moral rights and any other IP rights with respect to any such content you provide.
15.17 Send-Off welcomes feedback about its products and services. If you contact us about a complaint on Send-Off social media sites, you will be responded to by a member of the online customer service team who will endeavour to reply to and resolve your complaint in a timely manner in accordance with Send-Off's Customer Services Policy.
15.18 Send-Off has a zero tolerance approach to customers who use abusive or threatening language and will take action to protect its online customer service team including removing offensive posts and reporting the user to the appropriate social media platforms and, if deemed necessary, the police.
15.19 Between the hours of 8am and 8pm Send-Off will always endeavour to respond to your complaint within 30 minutes of posting. Outside of these hours and during busy trading periods such as Christmas, Valentine's Day and Mother's Day please allow up to 4 hours for a response.