Amending Your Order
If you would like to amend any details of your order you must notify us as soon as you possibly can. Usually e-mail is the fastest way of contacting us, expecially if you are outside of the UK. We check our incoming mail constantly. We will accommodate your wishes wherever possible.
If the order has already been processed amendments may carry extra charges. It may not always be possible to make the changes you request, especially if the order is for imminent delivery and has been processed and / or made.
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Cancelling Your Order
If you would like to cancel your order you must notify us as soon as you possibly can and not later than 36 hours in advance of the delivery date. All cancellations are subject to a cancellation fee to cover charges incurred up to the value of your order.
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Substitution Policy
We endeavour to ensure that your flowers are made to your specifications however the pictures shown within the catalogue are for guidance only. They are representations of the designs we can offer, although in some cases the style or content may be altered to ensure the best value, quality and style for your order, according to colour and availability.
USA and Canada
Bouquets are seldom made in the USA and Canada as most flowers are delivered arranged in a container. In hotter areas the florist may decide to substitute a bouquet for a flower arrangement or aquapack bouquet to avoid drying out in transit. Unfortunately, if you order a bouquet and it is substituted for an arrangement, the florist in the USA or Canada will not inform us of this. But please remember, they will only substitute when it is beneficial for the flowers and to increase longevity and you will not be charged any extra for the arrangement.
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Problems / Complaints
If there is a problem with your order or you are unhappy with the product or service for any reason then please contact us immediately. Please let us know the nature of your complaint, for example early delivery, late delivery, non-delivery, poor quality flowers or not to value, inappropriate item delivered, wrong item delivered, other?
If you are dissastisfied with the quality of the product, because of the perishable nature of our products you must notify us within 24 hours of the delivery and retain the product. We may require the return or collection of the product to the sending florist in order to investigate the complaint.
We will endeavour to respond to you within 5 working days of your complaint, although this may be longer during busy peak periods such as Christmas, Valentine's Day and Mother's Day. Should your complaint, upon investigation, be proved valid, please also let us know what action you would like taken. Would you still wish delivery to be carried out or would you prefer to cancel the order?
New enquiries relating to international (outside of UK) orders will not be investigated after 1 month from the date of delivery. If a refund should be necessary due to error on our part, we will refund your payment in part or in full, as necessary. If a refund is necessary due to an error on the part of the customer, we reserve the right to deduct from the refund costs incurred, including a minimum of 5% of the order value to cover bank charges incurred. In this event, notification will be sent by e-mail of all deductions made.
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Contacting Us
Please feel free to contact us if you have any questions or queries regarding an order you have placed. We will answer your questions as quickly as possible, and within the time needed to effect timely delivery of your order, where possible.
Our contact details can be found on our Contact Page
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