Ordering Queries
Can I order over the telephone?
We are sorry but we can no longer accept payments over the telephone, fax or e-mail. This is due to new anti-fraud recommendations from the banks and credit card companies. All payments are made online through the secure server at Protx. If you have registered for 3D Secure, you will then be routed to your own banks secure server for authentication. Find out more about 3D Secure by clicking this link.
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Can I order in advance?
You are welcome to order in advance of our stated deadlines. Most of our customers order at least two days prior to the stated deadline.
It is actually beneficial to place your order at least two days prior to the stated deadline for ordering. This gives everybody involved in the order process time to check and confirm the details, resolve any problems, order in all the necessary flowers, plants and or mechanics, and to organise the delivery schedule. This becomes especially important during busy peak periods such as Christmas, Mother's Day and Valentine's Day, when volumes of work are increased.
There is no limit to how early you can place your order. A few of our customers place their Christmas orders in October! You can trust us to take care of your order, and be assured that it will be delivered on your requested date of delivery (with the exception of non-working days).
Ordering in advance also gives you more flexibility should you wish to amend or cancel your order. We need 36 hours notice of cancellation or amendment of your order.
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Can I send flowers anonymously?
We do not accept orders sent anonymously, with no name of sender on the card message. The only circumstance where we would accept an order which is sent anonymously is when there is a successful completion of the 3D Secure authorisation process. Orders sent with no name of sender and no successful completion of 3D Secure Authorisation will automatically be cancelled.
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What is the difference between the sizes Standard, Medium and Superior for the flowers / plants?
We have offered you a choice of prices for each product. This allows you to choose a style and size of design to suit your budget. Standard is the minimum price for the product. The increasing value of the order allows the use of more and higher value flowers so that size Superior will be the luxury version of the product shown.
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The design I want to send internationally is not shown within the product page for that country / country area.
If an item is not shown within the selection for that country then it is NOT available for that country. Only the items shown within each country / country area are available for that region.
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Can I order multiple items?
You may order more than one item on an order. Each product allows you to enter a separate card message and delivery date for that item and these will appear separately in your basket. They must be for the same delivery address as we can only allow one recipient and delivery address per order. If you would like to order items for different delivery addresses you will have to complete separate orders.
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When I click the order button it shows "You have already selected the maximum number of this item allowed. Please return to the catalog and amend your order".
Please check the contents of your basket and delete any unwanted items. You may only order a quantity of 1 per item as it is assumed in the software that you would not want to order more than 1 of any particular item to the same recipient on the same day. Should you wish to do this however, you will have to place two separate orders and we will add the second delivery charge to the value of the flowers.
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The message I would like on my card is longer than 200 characters.
We have asked for a maximum of 200 characters because the message cards are only 'small business card' size gift cards and therefore we cannot realistically write enormous passages on them. Please keep your card messages short.
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I have clicked the 'NEXT' button but the order form will not move to the next page.
Please check that you have completed all mandatory fields. The javascript will not allow you to continue with the ordering process if these are left empty.
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How do I know you have recieved my order?
Our software automatically sends you an 'Order Received' e-mail once you have placed your order. This should be in your inbox within 10 minutes of placing your order, usually sooner. This means that our system is aware of your order. We then check the details of your order, and if there are no problems, we will send you an 'Order Confirmed' e-mail so that you know your order is confirmed and authorised for despatch on the date you have requested. If we have any queries we will also e-mail you in order to resolve them or to notify you of cancellation, the reasons why, and any charges incurred.
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My card message seems to be incomplete or missing on my 'Order Received' e-mail I received after placing my order.
This should not happen. Please phone us or e-mail us to let us know the complete message you would like on your card.
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Delivery Queries
Can I request a specific time for my delivery?
For funeral work we ask for the time of the funeral within the product details for funeral work so that we may be sure to deliver in good time. These are always delivered in good time for the funeral.
For other orders to UK destinations, you may if you wish specify morning delivery on most products. This carries an extra charge, and guarantees that your order will be delivered before 12 noon. This service is only available when the order has been placed before 3p.m. at least one working day before the expected date of delivery.
For all international orders we can not guarantee any specific delivery times with the exception of deliveries of funeral flowers.
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Can you deliver to transient addresses such as hotels, airports, ships, hospitals or oil-rigs?
UK - For orders to UK destinations we can organise deliveries to hotels, hospitals and work addresses. These will, where necessary, be delivered to the reception, not directly to the named recipient. A signature proving delivery will be acquired and this will constitute successful execution of the order.
International - Orders CANNOT be accepted for delivery to any transient addresses (i.e. non-permanent addresses) such as hotels, airports, ships, incoming seaport passengers, hospitals or oil-rigs, anywhere in the world.
Orders for delivery to places of work or work addresses will, where necessary, be delivered to the reception, not directly to the named recipient. A signature proving delivery will be acquired and this will constitute successful execution of the order.
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The town / city to which I want to send flowers internationally is not shown in the selection box.
Certain countries / country areas have only limited coverage. Where coverage is limited, each product has a full list of destination areas to which delivery is possible. Delivery is ONLY possible to the specific areas shown and not outside of them what-so-ever. If your intended destination is not given in the list it is NOT possible to organise your delivery. You MUST be certain that the destination area you choose is the same as in the full address given in the 'Delivery Address' section of the order form.
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I do not know the Post Code / Zip Code for the delivery address.
We MUST have the correct post / zip code for the delivery address.
(i) For orders to be delivered to a UK destination you may use the Royal Mail Postcode Finder facility. This is a free on-line service, for which you only need to register, and they provide 8 free searches within every 24 hour period. Click the link http://www.royalmail.com or type the URL into the address bar of a new browser window, register and click the postcode finder tab at the top of their page. Once you have the correct postcode of the delivery address you can copy it and close their window to return to our site. All UK postcodes are listed with the Royal Mail, so if you have trouble finding the postcode, it will be because the delivery address you are using is not exactly as the Royal Mail have it listed in their database, keep trying!
(ii) For orders to be delivered internationally (destinations outside of the UK) please contact the recipient to be sure of the correct delivery address and Postal or Zip Code.
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Payment Queries
What Credit / debit cards do you accept?
We accept Visa, Mastercard, Maestro, JCB, Solo and Electron. Unfortunately we can no longer accept online payments using Amex.
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Is your site secure for online payment?
Online credit card payments are processed through Protx, within the secure Protx banking server. This is the most secure method of paying online as no card details come to us in any form. You will notice the Padlock symbol in your status bar to verify the secure nature of the connection. We are listed in 'Shop Safe', the UK's leading guide to safe internet shopping.
Please see our Security / Privacy page for further details.
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I am unable to connect to the Protx payment server to make payment online.
Please go back and check that you have chosen the "Secure Online Payment" option in the payment field. If this is the case, but you still cannot establish a connection this may be for several reasons.
(i) Occasionally we find that there are 'stutters' in internet / traffic connections. These happen either at the server of your ISP, our server or the banking server. Please go back to your order, check the contents of your basket and try again.
(ii) Please check that your firewall is not blocking access to the secure server.
(iii) Our site uses cookies to track the contents of your basket and to pass invoice details through to the banking server. Please check that you have allowed cookies in your Internet Properties / Options.
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I think I may have mistakenly paid twice for my order.
Don't panic. We are real people dealing with your orders, not robots!. If we find two payments for one order, we will first contact you via e-mail to confirm your intentions. We can then simply cancel and refund one of the two payments made. Please e-mail us immediately if you think you have mistakenly paid twice.
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Contact Queries
I have not received any confrimation from you that my order has been placed.
Our software immediately issues an auto-response e-mail confirming the details of your order once placed. If you have not received this auto-response mail, it may be because you have typed your e-mail address into the order form incorrectly. Please e-mail us immediately if you think this might be the case.
Neither placement of an order, the confirmation e-mail of placement of an order, nor the authorisation of payment of an order constitutes acceptance of an order. Orders, once received are accepted or rejected. If accepted, we will send you a confirmation e-mail of acceptance of your order. We will notify you by e-mail if we reject or cancel an order, giving the reasons why and notification of any charges incurred.
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I have paid for "Priority Contact by SMS ", but I have not received a text from you.
If you have purchased "Priority Contact by SMS" the first text message you will receive will be your Order Acceptance or any notifications of problems or queries. This is not an instant process, as orders are checked and confirmed by our staff during working hours (UK times) prior to the order acceptance being sent.
All correspondence is also sent by e-mail, and your order acceptance will state the telephone number to which your text message is sent. Please check that this number is correct.
Please ensure that your phone is not switched off for a long period of time or that you are not out of range of a signal for a long period of time otherwise messages are rendered undeliverable.
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I should have received an e-mail from you, but I have received nothing.
We ALWAYS contact customers as and when it is necessary. If you should have heard from us but have not, it is probably for one of the following reasons.
(i) Please check the e-mail address you gave us. If this was incorrect, we may well have sent your mail to an incorrect address, or it has been returned to us as undeliverable mail.
(ii) Please check the 'Junk Mail' or 'Blocked Mail' settings on your e-mail client. Certain online mail servers use filters. Our mail to you may have been filtered as junk or blocked.
(iii) We are finding more and more instances of returned mail from Yahho and Hotmail accounts. It is quite possible that these mails are being blocked at the mail server of Yahoo and Hotmail who view our domain name as commercial and they therefore block some mail as spam.
In the event that you are expecting mail, please e-mail us immediately, and we can assist you with your enquiry.
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Other Queries
I have not heard from the recipient that they have received their gift.
Please contact the recipient first. They can confirm if the gift has been delivered or not. If the gift has not been delivered on the expected date of delivery, please firstly check that the item you ordered was within the timescales for delivery shown on our site. In the event of non-delivery or late delivery please contact us immediately and we will investigate the matter for you.
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I wish to cancel my order. What must I do?
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. Cancellations made after this time may incur charges up to the value of your order.
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If you cannot find the answer to your query here or in the Information Centre
then please do not hesitate to contact us. |
Can I order over the telephone?