AmazeBox - Terms & Conditions of Use of the AmazeBox Website

1. Who is AmazeBox.co.uk?

AmazeBox is brought to you by the team who founded ArenaFlowers.com which is the trading name of Arena Online Limited. Arena Online’s company number is 6675240 and the registered address is Unit 3 Concord Business Centre, Concord Road, London W3 0TJ. Our trading address is also Unit 3 Concord Business Centre, Concord Road, London W3 0TJ. The AmazeBox website is wholly owned and operated by Arena Online Limited. Read our answers to Frequently Asked Questions here.

By placing an order with AmazeBox on the http://www.amazebox.co.uk website (“the website”), you are agreeing to the following terms and conditions.

2. Changes to your order

If you wish to amend or cancel your order, please email us at hello@amazebox. Emails are answered during business hours (8.00am – 5.00pm Monday to Friday and 8.00am – 1.00pm Saturday) in the order in which they are received. Although we shall endeavour to make amendment requests, it is therefore possible that your order could be in production before your email is processed and we shall be unable to make any changes.

Orders placed and amendment and cancellation requests that are sent after our offices have closed on Saturday, or on Sundays or Bank Holidays, will be treated as having been received on the following working day.

Please note that, once your order is in ‘processing’, cancellation of your order is possible only in exceptional circumstances and is entirely at our discretion.

3. Delivery

3.1 Addresses

Your order will arrive much faster if you use a postcode. It sounds so simple, but many people forget to add it! You can check that you have the correct postcode by using the Royal Mail’s postcode finder www.royalmail.com

If any of the details you have given us in your delivery address are incorrect, we are not liable for any items which are not received.

Deliveries cannot be made to FREEPOST addresses.

The email that is sent on completion of the placing your order contains all the key information pertaining to your order. It is very important that you check this to ensure no errors have been made. If we are provided with an incorrect address and the AmazeBox is sent out for delivery before the error is highlighted, you are not automatically entitled to a resend of a fresh AmazeBox.

3.2 Deliveries by Royal Mail

All AmazeBoxes are posted by Royal Mail First Class unless the special courier delivery option is selected at extra cost (coming soon).

The Royal Mail advises that 90% of first class post in the UK will arrive the following day; unfortunately the other 10% can take up to three days. You must ensure that you place the order with this in mind.

3.3 Deliveries by Courier

We undertake to deliver AmazeBoxes between 7am and 7pm when the courier-delivered option is chosen. However if we miss this delivery time but still deliver the AmazeBox, we will not make a full refund; we will discuss with the customer what a reasonable discount might be in the given situation. By buying an AmazeBox you are not entering into a contract that guarantees delivery between the times cited above or all your money back, you are entering into a contract that guarantees delivery between those times or some of your money back.Please note that we are only able to deliver AmazeBoxes by courier to addresses in mainland UK (Northern Ireland, the Isle of Man, the Highlands of Scotland and the Channel Islands are excluded from the couriered service).

3.4 Failure to deliver couriered orders

As we appreciate that receiving gifts is often time-critical, if we are unable to deliver your AmazeBox to the recipient's address, we will attempt to contact you via telephone or email as soon as we know of the failed delivery. For this reason, it is very important that you provide up to date contact information. At our discretion, we may refund the delivery charge associated with the failed delivery. We are not responsible for any other costs incurred by the customer due to failed deliveries.

For deliveries made by our distribution partners HDN and DPD we are able to track their progress using our system, and as soon as they have marked it as delivered, we will send a confirmation email. If there are issues with the delivery, we should be alerted by the system and will attempt to proactively deal with the issues.

Signatures are not required on delivery by HDN and DPD drivers.

3.5 Deliveries to hospitals

Deliveries to hospitals can be problematic because patients often move from ward to ward, or are discharged. This means that we are sometimes unable to deliver orders for customers at a very emotional time. However, many of these problems can be avoided by ensuring that we have accurate and up-to-date information about the ward that the recipient is in.

It is particularly important that you provide the full name of the recipient of the order as there can be several patients with the same family name in the same hospital.  This can lead to errors in the delivery that are beyond our control.

Some wards in hospitals do not allow flowers to be kept by patients. You should therefore check that the ward to which you wish to send an AmazeBox with a flower will allow patients to have flowers on the ward. If flowers are not accepted in the ward, we shall not be able to refund the cost of the AmazeBox.

3.6 Force majeure

Neither we, nor any courier service that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control; these circumstances to include but not be limited to any adverse weather conditions - such as snow, flood, extreme winds, fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or from any industrial dispute or strike.

3.7 Deliveries to multiple addresses or recipients, or multiple orders to the same recipient with differing messages

If you would like to have AmazeBoxes sent to separate addresses, or several AmazeBoxes to the same address with either different recipients or different messages, please complete a separate order for each address or recipient or message. If applicable, a separate delivery charge will be made for each order.

4. Availability and substitution

4.1 Gifts

All AmazeBox gifts are subject to availability. Very occasionally, we can be out of stock on a product that is still live on the website, though typically all the products on our site are in stock. We reserve the right to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. By placing an order on the Website, you agree to accept our substitution policy.

5. 100% Satisfaction Guarantee

5.1 Damaged AmazeBoxes and refunds

Although we do our best to ensure that this does not happen, on very rare occasions, AmazeBoxes arrive at their destination damaged. If the recipient receives a damaged AmazeBox, please contact us immediately so that we can arrange either a re-send on the next available delivery date or a full or partial refund (the % refund depends on the specific circumstances of the issue).

Typically we will not offer both a refund and a resend. It is important that we are contacted as soon as possible regarding issues. We need to be informed of any issues within 3 days of the delivery to give us the best chance of successfully resolving the issue. We will, at our discretion consider issues raised after the 3 day deadline but reserve the right to refuse the options of refunding or resending the order.

If we believe that there has been an abuse of our 100% Satisfaction Guarantee/Damaged flowers policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to resend an AmazeBox and to refuse to take orders from such customers.

It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.

5.2 Small errors with orders

From time to time, there are small human errors made (for instance, very occasionally a message card goes astray or a chocolate is forgotten). In such circumstances, we will do our best to make the situation right for the customer. We may, at our discretion, offer a partial refund or a discount on a future order, but do not guarantee that we will do so. We believe in being fair and this is the spirit in which we will approach such situations.

6. Shelf-life of rose

Our roses are incredibly fresh, as they are purchased daily off the flower auctions in Holland or directly from growers in Kenya, transported direct to us and stored in perfect conditions in our large flower fridge. The rose in an AmazeBox is sent out in bud, with a specific flower food for roses in the water (or dry if a tulip), and will open once in a warm environment and will normally last about five days if cared for correctly.

7. Fraudulent behaviour

If we believe that an order may be fraudulent in nature, for whatever reason, we reserve the right to cancel the order and refund the funds. We are under no obligation to reveal why we believe the order to be fraudulent. We will co-operate with the police regarding any criminal investigations.  We reserve the right to refuse to serve customers, block their IP address from accessing our website and any other blocking or fraud prevention measures we feel may be necessary to implement to prevent fraudulent behaviour.

8. Duplicate orders

If we notice that two identical AmazeBoxes have been ordered, we may remove one, refunding the cost, if we believe it to have been ordered by mistake. In such circumstances we will attempt to contact the customer but if it is urgent and they cannot be reached, we may make the decision ourselves. You consent to our having the freedom to make this decision when you purchase through our website.

9. Abusive behaviour

We will not tolerate abusive behaviour in any way, shape or form. Whilst we endeavour to do our very best, and 99% of our orders go like clockwork, mistakes are sometimes made. Purchasing from AmazeBox does not entitle individuals to treat our staff abusively. If anyone is abusive to our staff, we will terminate any dialogue. We will not resume dialogue unless it is in a non-abusive fashion and with the level of respect to which every human being has a right. We reserve the right not to deal with returning customers who have previously been abusive or offensive. We may block their account or take any other measures we wish to prevent them using our services in future.

10. Alcohol policy

We offer a number of alcoholic drinks. Arena Online Ltd is licensed to sell alcohol 24 hours a day, 7 days a week through our website. We are a responsible organisation and fully support the principles of the licensing act. In particular, we will refuse to sell alcohol to anyone we believe is under 18 years of age, or who we believe intends to supply alcohol to minors. If we believe a minor has used an adult's payment method to purchase alcohol for themselves then we reserve the right to refuse to hand over the alcohol.

11. Special offers and promotional codes

At our discretion from time to time, we may offer promotional codes or 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. A special offer or promotional code cannot be used in conjunction with any other special offer or promotional code.

In the event that a customer has made a purchase and the price of a product falls or is discounted due to a special offer or promotional code, the price of the product at the time of purchase shall 'prevail'. We are unable to offer special offer discounts or apply promotional codes for purchases that have already been made.

As our special offers are often made available due to the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice. We also reserve the right to offer personalised special offers and promotions which will on be redeemable by the customer in receipt of the special offer.

12. Customer and recipient personal information

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. If you do not put your name into the message card field, we will not share your identity with the recipient, even if they ask us for it. If they request it, we will email you to let you know that they are enquiring.

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.

Arena Online Limited is registered under the Data Protection Act 1998.

13. Unforeseen technical issues with the website and/or our systems

It is conceivable that errors may occur with our systems from time to time, due to unforeseen circumstances. We take every precaution we can to ensure that our systems run smoothly and problems are very rare. When they do occur, we will do our best to provide the service requested within the timing originally requested. However, in certain circumstances, it will not be possible for us to fulfil the order to the original timeline. In the latter situation, we will ask the customer what they would prefer; for us to amend the timing of the order, or to refund the order in full. We cannot be held responsible for any damages or compensation if your order cannot be fulfilled for this reason (or any other).

14. Deliveries on weekends and public holidays

We deliver on Monday - Saturday, but not on Sundays or public holidays. We reserve the right to stop taking orders for delivery at our absolute discretion (we will do this only if we sell out).

15. Photo Uploads

i) All photos submitted to AmazeBox should be reviewed by the customer for offensive, racist or otherwise unsuitable material; whilst we shall do our best to review and monitor all photos, we do not accept responsibility for their suitability and it is the customer who shall be responsible for the content of their picture. Furthermore, we reserve the right not to refund for offensive photos that we have to discard, as we have to print the photos before we are able to check them.

ii) AmazeBox is not able to verify the intellectual property rights in a photograph; it is the responsibility of the customer to ensure that such rights are not infringed.  Almost all commercial works, including photographs, can be protected by copyright, even if they do not have a copyright notice. People's right of privacy must also be respected. All such issues are the responsibility of the customer; AmazeBox will print and send the photos submitted to it in good faith.

iii) If you mark a photo file as "Public" in the uploading process, then this image may be displayed on our photos page where it will be accessible to the general public for viewing. Marking a photo as "Public" does not guarantee that it will appear on this page and, in cases where it does appear on this page, it does not guarantee that it will remain there indefinitely. We reserve the right to remove a photo from both the "public" area of the site at our absolute and sole discretion.

iv) If a photo is your own, you own the copyright to it. However, by uploading a photo to AmazeBox AND marking it "Public" you grant AmazeBox the right to use your photo to promote AmazeBox, our photo upload service and any other services that we might offer, in any medium we choose. Should you wish to change the status of your photo from "Public" to "Private", please contact us and we will be happy to do so.

16. Video and Sound File Uploads

i) All videos and sound files submitted to AmazeBox should be reviewed by the customer for offensive, racist or otherwise unsuitable material; whilst we shall do our best to review and monitor all videos and sound files, we do not accept responsibility for their suitability and it is the customer who shall be responsible for the content of their video or sound file. Furthermore, we reserve the right not to refund for offensive video or sound files that we have to discard.

ii) AmazeBox is not able to verify the intellectual property rights in a video or sound file; it is the responsibility of the customer to ensure that such rights are not infringed. Almost all commercial works, including videos and sound files, can be protected by copyright, even if they do not have a copyright notice. People's right of privacy must also be respected. All such issues are the responsibility of the customer; AmazeBox will send the videos and sound files submitted to it in good faith.

iii) If you mark a video or sound file as "Public" in the uploading process, then this image may be displayed on our videos page where it will be accessible to the general public for viewing. Marking a video or sound file as "Public" does not guarantee that the file will appear on this page and, in cases where it does appear on this page, it does not guarantee that it will remain there indefinitely. We reserve the right to remove any video or sound file from the site at any time at our absolute and sole discretion.

iv) If you do not mark a video as "Public" in the uploading process, that means that we will not display it on a public URL but it does not guarantee that the recipient will keep it private. In order to transmit your video or sound message to the recipient, AmazeBox will send them a unique URL, through which they will view the video or sound message.  The probability of this page being accessed by chance is infinitesimal. However, the URL of the page will be visible to the recipient. If the recipient chooses to forward the URL to others and this causes you distress, embarrassment or any other issues, AmazeBox cannot be held responsible for this or be liable for any damages relating to the URL of this message page having been circulated. Video/sound messages are shared with the recipient entirely at the sender's own risk. You should not share any message that may, if subsequently forwarded, cause you distress. If you do so, you do so at your own risk. Basically, don't send anything that might cause you subsequent embarrassment..or if you do, don't blame us if it backfires!

v) If you choose for your card message to be displayed on the same page as your video message, it is not AmazeBox’s responsibility if the message is disseminated. If the recipient shares the URL of the video message page then your card message could also be shared by the recipient, despite your having not selected "Public". The recipient will be able to share the unique URL of the video message page (which will include the card message if you have selected it to be included on said page).  As in clause iv, if the recipient chooses to forward the URL to others, you cannot hold AmazeBox responsible for any distress or damages whatsoever relating to the URL of this message page having been circulated. Video/sound messages (and included card messages) are shared with the recipient entirely at the sender's own risk.  You should not share any card, sound or video message that may, if subsequently forwarded, shared or disseminated in any form by the recipient, cause you distress. If you do so, you do so at your own risk.

vi) If a video or sound file is your own, you own the copyright to it. However, by uploading a video or sound file to AmazeBox AND marking it "Public" you grant AmazeBox the right to use your video or sound file to promote AmazeBox, our video/sound file upload service and any other services that we might offer, in any medium we choose. Should you wish to remove the "Public" status of your file, please contact us and we will be happy to do so, and we will cease to use it for any AmazeBox publicity. Also, should you want us to remove a video/sound file from the site completely, please contact us and we will do so as soon as reasonably possible.

vii) Whilst we would like to host both public and private video/sound files indefinitely, we reserve the right to remove access to files after they have been played ten times or they have been up for 30 days, whichever happens the sooner.

viii) In order to upload and process your video / sound file, we will pass it to a 3rd party partner.  The specific company that processes the video on behalf of AmazeBox may change from time to time, but, in all cases, AmazeBox undertakes to bind the processing partner to abide by the same levels of data protection as AmazeBox stated in these clauses i to viii and our data protection policy. The processing partner will not have any marketing or proprietary rights whatsoever regarding the use of these video or sound files passed to it by AmazeBox, other than for their legitimate processing and transcoding on behalf of AmazeBoxAmazeBox may make reference to its processing partner in respect of any publicity relating to the video / sound file service. The processing partner will only refer to the service by linking to AmazeBox pages on which the videos or sound files are hosted, and only if they are hosted in accordance with clauses i to viii inclusive, and will not take AmazeBox content and move it off the AmazeBox site, unless it gains written permission from AmazeBox and the customer who created the content to do so.

17. User comments, feedback and other submissions provided by customers

You agree that any material, information or ideas that you transmit to this site is, and will remain, the property of AmazeBox

Furthermore, you accept that you are prohibited from posting or transmitting to or from this site any unlawful, threatening, libellous, defamatory, inflammatory, pornographic or profane material that could give rise to any civil or criminal liability under law. You are solely responsible for the content of any comments you make.

18. Copyright and trademarks

AmazeBox’s AmazeBox logo is a registered trademark and all wording and imagery on all AmazeBox sites are copyrighted. You may not copy, modify or distribute all or part of any of AmazeBox copyrighted works or trademarks, or other content from any AmazeBox site, without AmazeBox’s express consent.

Thank you for visiting AmazeBox. We hope that the recipient will be delighted with any order you put through.