Why is Free Untracked Delivery not guaranteed to arrive on time?
Their untracked deliveries are sent via Royal Mail in the postal system. Because the deliveries are untracked and in the normal post, they’re unable to guarantee that they will arrive on a specified date. If it’s essential that your order is delivered on a specific date (for example for a Birthday or Anniversary), they always recommend you choose one of their tracked services.
They’re unfortunately unable to offer a refund or reorder if an untracked delivery arrives 1 day after of the selected delivery date.
Where is my order number?
You will find your 9-digit order number (starting 500 or 600) within your the order confirmation email. Alternatively, login to your account and you will find your order number in the ‘Order History’ section.
On the evening before delivery, your order will be dispatched from their flower warehouse. You will then receive a notification via email or SMS. You may also receive an email from the courier with some further tracking information. This may include additional options such as changing the delivery date or address.
Can I cancel my order?
To cancel your order, please get in touch with them and a friendly agent will be able to help with your request. Alternatively, you can chat with their virtual agent via live chat who will be able to assist with changing your delivery date.
Please note: their orders are processed and dispatched the day before delivery, so they may not be able to cancel your order on the day of dispatch (1 day before delivery), as the flowers may have already left them. For the same reasons, they are unable to cancel orders on the day of delivery.
I have not received my refund, what to do?
If you have received confirmation that your order has been refunded, please allow 3-5 working days for it to show in your account. Please note, this time depends on your card issuer’s processes and they, unfortunately, have no control over how long this takes.
If you have waited 3-5 days and there is still no refund, it’s possible that they refunded an order within 24 hours of it being placed, your bank can sometimes class this as a ‘voided transaction’. This happens when your card issuer simply deletes records of the original transaction, rather than show the funds as being removed from your account and then returned. If your order was refunded within 24 hours of being placed, they recommend double-checking your bank statement to be certain the funds were taken to begin with.
If it has been 3-5 days since the confirmation of your refund and funds have been taken from your account but not returned, then feel free to get in touch - they would be more than happy to help.