When will my order be dispatched?
With their tracked services your item is dispatched a day prior to the selected delivery date, except in rare circumstances e.g. extreme weather conditions or bank holidays. If you have selected a Free Untracked Delivery service, your order is dispatched 2 days prior to the delivery date.
How can I track my order?
They will email you when they have dispatched your order. If you have paid for Standard Tracked or Premium delivery, there will be tracking a link in that email which you can use to find out if your order has been delivered. If you supply a mobile phone number when you place your order and you have paid for Premium delivery, then you will receive an SMS to advise you of an hour-long delivery window. If you have selected Free Untracked delivery, then this goes out in the normal post which means they can not track it or advise you when it has been delivered. Please also note that untracked orders may arrive 1 day either side of your requested delivery date, so should not be used for special occasions.
For more information on this, please visit the Track My Order page.
Where is my refund?
*If they have confirmed that your order is refunded, please allow 3-5 working days for it to show in your account depending on your card issuer’s processes. They have no control over how long your card issuer takes to do this.
*If they refund an order on the same day it is taken, this is classed as avoided transaction - when this happens your card issuer may simply delete the record of the original transaction, rather than remove the funds and return them.
*If you are concerned that a refund is outstanding, feel free to contact them after at least a week.
When can I make changes to my order?
Outside of their peak period (Valentines and Mother’s Day periods), they can only guarantee that they can amend an order if requested 2 working days before the delivery date. However, if you request it 1 working day before the delivery date they will do what they can. Orders can not be cancelled on the delivery date. For practical reasons, flowers are non-returnable. This does not affect your statutory rights. During peak period different timeframes may apply due to the volume of orders being processed.
If you wish to make a change to order please contact them via live chat or phone on 020 3696 1137. These methods are best as they can immediately look into the issue. If it is outside of working hours, please use the contact form on the ‘contact us’ section of the site.
What is the cancellation policy?
Please note that during peak periods - orders will be processed up to 4 days prior to the delivery date. Therefore they are unable to accept any amendments after this time.
Cancellation can only be accepted if received 48 hours before the requested delivery date or, if earlier, before any last given order date. Orders placed or cancelled on Saturdays, Sundays or Bank Holidays will be treated as having been received by them on the following working day. For practical reasons, flowers are non-returnable. This does not affect your statutory rights. Please do not return any items purchased online or via the flowers order line to them as immediate refunds cannot be issued.
Due to their nature, these offers are subject to availability. In the event of supply difficulties, they will substitute flowers or packaging of equal quality and value.
Personalised Gifts: Due to the personalised nature of the products orders can only be cancelled prior to production. If you wish to cancel your order, please contact their customer services team as soon as possible. If it is possible to cancel your order before it is personalised they will make every effort to do so. Once the product has been personalised orders can not be cancelled.
Can I cancel my order?
If you need to cancel your order, please get in touch with us via live chat and a friendly agent will be able to help with your request. If after 5 pm, please click on the link below and follow the instructions and fill in a form so they can process your request on the next available working day. Please note that their working hours are Monday to Friday 9 am-5 pm.
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.