Frequently Asked Questions
Will the product ordered be exactly as shown in the photo?
While we strive to deliver arrangements that closely match the photos displayed on our website, there may be occasions when the final product differs slightly. Here’s why: (1) Seasonal Availability: Flowers are seasonal products, and certain varieties may not be available year-round. When a specific type of flower is out of season, we substitute it with a similar one that matches the color scheme and style of the arrangement. Our goal is to maintain the overall aesthetic and feel of the bouquet. (2) Local Variations: Each bouquet is crafted by skilled local florists who use the freshest flowers available in their area. This means there might be slight variations in the flower selection based on what is freshest and most beautiful at the time. (3) Florist Creativity: Our talented florists bring their unique touch to each arrangement. While they follow the design guidelines provided, they may add their personal flair to ensure every bouquet is not only beautiful but also unique. (4) Quality Assurance: We guarantee that every bouquet is made with the freshest flowers available, and we ensure the highest standards of quality and craftsmanship. The shape, colour scheme, and overall style will closely resemble the photo, even if some flower types are substituted. (5) Customer Satisfaction: If a significant change is necessary, we will notify you in advance to ensure that you are happy with the substitution. Your satisfaction is our priority, and we strive to exceed your expectations with every order. Rest assured, whether it’s a seasonal adjustment or a touch of florist creativity, every bouquet is designed to delight and impress, capturing the essence of the original design while showcasing the best blooms available.
I want to place a large order on behalf of a company, can you handle that?
If you’re looking to place a large order on behalf of your company, we’re well-equipped to assist you every step of the way. Simply reach out to us via email or phone to initiate the process. Our dedicated corporate specialist team will promptly connect with you to discuss your requirements in detail and guide you through the entire ordering process. Whether you need customised arrangements, bulk orders, or special corporate gifts, we’re committed to ensuring a seamless and tailored experience for your company’s needs. Your satisfaction is our priority, and we look forward to serving you with excellence and efficiency.
What happens if the recipient is not home?
If the recipient is not available to accept the gift delivery, we will take the following steps to ensure the gift is delivered promptly and appropriately:
(1) Contact the Recipient: Our first course of action will be to reach out to the recipient directly to arrange a convenient delivery time. We understand the importance of timely delivery and will make every effort to coordinate a time that works best for the recipient. (2) Leave a Notification: If we are unable to reach the recipient, we will leave a notification at their address, informing them of the attempted delivery and providing instructions on how they can reschedule or collect their gift. (3) Contact the Sender: If the recipient remains unreachable, we will then contact the sender to seek further instructions. This ensures that the sender is kept informed and can provide guidance on how they would like us to proceed. (4) Safe Place Option: If the sender consents, and if it is safe to do so, we may leave the gift in a secure location at the recipient’s address. We will notify both the recipient and the sender of the location where the gift has been left. (5) Reschedule Delivery: If neither the recipient nor the sender can provide immediate instructions, we will reschedule the delivery for the next available time slot. We prioritise ensuring that the gift reaches its intended recipient in the best possible condition. Our goal is to make the gift delivery process as smooth and hassle-free as possible, ensuring that your thoughtful gesture reaches your loved one, even if they are not initially available to receive it.
Is it possible to place an order anonymously?
Yes, you can place an order anonymously. Here’s how it works: (1) Anonymous Card: If you choose not to sign the card that accompanies the floral arrangement, your identity will remain completely anonymous. The recipient will not see any information that links the flowers back to you. (2) Confidentiality: Our florists are committed to maintaining your privacy. When an order is marked as anonymous, neither the recipient nor the florist will have any information that could trace the flowers back to you. The details of the sender are kept confidential and are not disclosed under any circumstances. (3) Order Process: During the ordering process, simply indicate that you wish for the card to remain unsigned. Our team will ensure that your request for anonymity is honoured. (4) Peace of Mind: Rest assured, your anonymity is our priority. Whether you’re sending a surprise gift or a heartfelt message without revealing your identity, we take all necessary steps to keep your information private. This way, you can enjoy the act of giving without worrying about revealing your identity, ensuring a delightful surprise for the recipient.
Why are you missing additional products in your order?
We apologise for any inconvenience caused by not receiving the additional products you ordered. Here’s some important information to keep in mind: (1) Order Description: Only the products specified in the order description and those added during the purchase process will be included in your delivery. If an additional product is shown in the photo but not listed in the description, it will not be part of your order. (2) Purchase Summary: Before finalising your payment, you can review all the products included in your order in the purchase summary. Please ensure that all desired items are listed. (3) Post-Processing Additions: Once your order has been processed, we are unable to add any additional products to it. (4) Reporting Missing Items: If you find that a product is missing from your order, please contact us immediately. We will promptly address the issue by sending your order without the missing product and issuing a voucher for the same price, which you can use on your next purchase. We strive to ensure complete satisfaction with every order, and we appreciate your understanding and patience in resolving this matter.
Do I really have to have a phone number for delivery?
Ensuring a successful delivery is greatly facilitated by providing a local phone number. Alternatively, an email address can also be helpful. In situations where we cannot contact the recipient, we will attempt delivery but cannot assure its success. In such cases, we may request written confirmation acknowledging the risks of a delivery without contact and understanding that refunds cannot be offered if delivery proves unsuccessful.
Why do you need to substitute sometimes?
At times, substitutions are necessary to ensure that your gift is delivered on time and in the best possible condition. Here’s why substitutions might be needed and how we handle them to maintain the quality and value of your order: (1) Temporary Stock Availability: Seasonal variations, supply chain disruptions, or high demand can lead to temporary shortages of specific flowers, gift baskets, or containers. When an item is unavailable, we substitute it to fulfil your order promptly. (2) Maintaining Style and Theme: Our priority is to preserve the overall style, theme, and colour scheme of your arrangement. When substitutions are made, we ensure that the new items closely match the original design. This careful attention to detail ensures that the aesthetic appeal of your gift remains consistent with what you selected. (3) Quality Assurance: Substitutions are always made with items of equal or higher value. This means that the quality and value of your gift are never compromised. Whether it’s a different flower variety or an alternative container, we ensure that the replacement items enhance the overall presentation and experience. (4) Customer Satisfaction: Our goal is to exceed your expectations. By making thoughtful substitutions, we ensure that the recipient receives a beautiful, high-quality gift, even when the original items are unavailable. This commitment to quality and customer satisfaction is at the heart of our service. (5) Transparent Communication: When a substitution is necessary, we strive to communicate this to the sender promptly. This allows you to be aware of any changes and to provide input if there are specific preferences or concerns. (6) Adherence to Special Requests: If your order includes special requests or personalised elements, we take extra care to honour these details even when substitutions are made. This ensures that your gift remains unique and personal, reflecting your intentions and sentiments. By making thoughtful and quality-focused substitutions, we ensure that your gift retains its intended beauty and impact, providing joy and satisfaction to the recipient.
Can I request a specific time for my gift to be delivered?
We understand you may wish to specify a delivery time for your gift. Here’s how it works: (1) Requesting Specific Times: While you can certainly make a request, we are unable to guarantee exact delivery times. Our couriers organise their routes based on daily volumes, which can vary. (2) General Delivery Window: Typically, deliveries are scheduled between 8 AM and 8 PM in most areas. This broad timeframe allows flexibility to accommodate various logistical factors. (3) Delivery Logistics: Please note that factors such as traffic conditions and weather can influence delivery schedules. Despite our best efforts, precise timing requests are subject to these variables. We strive to ensure your gift arrives promptly and in pristine condition. Should you have any further inquiries or special requests, please don’t hesitate to contact our customer service team. We’re here to assist you in making your gifting experience as seamless as possible.
Will items break during shipping?
We take special handling and care to ensure that all items arrive in perfect condition. Here’s how we make sure your gifts remain fresh and safe during delivery: (1) Secure Packaging: Each item is meticulously packed using high-quality materials designed to protect against damage. We use cushioned packaging, reinforced boxes, and protective wrapping to secure delicate items and prevent movement during transit. (2) Temperature Control: For perishable items, such as flowers and gourmet food, we employ temperature-controlled packaging solutions. This helps maintain the freshness and quality of your gift, even during long journeys. (3) Professional Handling: Our experienced team is trained in the best practices for packing and handling. They take extra care with each order to ensure it is packed securely and handled gently throughout the shipping process. (4) Reliable Shipping Partners: We partner with reputable courier services known for their careful handling and timely delivery. These partners are selected for their reliability and their commitment to delivering packages in excellent condition. (5) Quality Assurance Checks: Before dispatching any order, we conduct thorough quality assurance checks. This ensures that every item is in perfect condition and that the packaging is secure and ready for shipping. (6) Tracking and Updates: We provide tracking information for all deliveries, allowing you to monitor the progress of your shipment. In the rare event that an issue arises, our customer service team is ready to assist and resolve any problems promptly. By implementing these measures, we strive to deliver your gifts in pristine condition, ensuring that they bring joy and satisfaction to the recipient upon arrival.
Do you deliver to hospitals?
Yes, we do deliver to hospitals, ensuring that your thoughtful gifts reach loved ones even during their hospital stay. However, our deliveries are made in accordance with the hospital’s guidelines and policies. Here’s how we manage hospital deliveries to ensure a smooth and compliant process: (1) Adhering to Hospital Guidelines: Every hospital has its own set of rules and regulations regarding deliveries. We strictly adhere to these guidelines to ensure that your gift reaches its destination without any issues. (2) Delivery to Reception: Many hospitals prefer that deliveries are made to the reception or concierge desk rather than directly to individual patient rooms. This policy helps maintain patient privacy and reduces disruptions in the wards. We will ensure that the gift is delivered to the appropriate hospital personnel, who will then facilitate the delivery to the patient. (3) Item Restrictions: Hospitals often have restrictions on certain items due to health and safety concerns. For instance, some hospitals do not allow the delivery of alcohol, specific types of flowers like lilies, or accessories such as teddy bears and latex balloons, which are common allergens. We ensure that our deliveries comply with these restrictions to protect patient health and safety. (4) Communication with Hospital Staff: Our team coordinates closely with hospital staff to ensure that deliveries are handled appropriately and efficiently. This helps to avoid any delays or complications, ensuring that your gift reaches the intended recipient as quickly as possible. (5) Notification to Sender: If there are any issues or restrictions that prevent the delivery of certain items, we will promptly notify the sender. This allows for any necessary adjustments or substitutions to be made, ensuring that the recipient still receives a beautiful and appropriate gift. By adhering to these practices, we aim to provide a seamless delivery experience that respects hospital protocols while bringing joy and comfort to patients during their recovery.
Why are there variations in the additional products received or ordered?
We understand your concern about receiving a different additional product than the one you ordered. Here’s some clarity on the matter: (1) Florist Network Variation: Our service utilises a broad network of florists, which may lead to variations in the brands of products included with your order. This flexibility ensures timely delivery and availability. (2) Product Photos vs. Reality: The additional products shown in our photos are for illustrative purposes. While we strive to match them as closely as possible, there may be slight differences due to availability. (3) Quality Assurance: Rest assured, any substituted products will always meet or exceed the quality standards depicted on our website. We maintain stringent quality control to ensure your satisfaction with every order. We appreciate your understanding and flexibility as we work to provide you with the best possible service and products. Should you have any further questions or concerns, please feel free to reach out to us directly.