Frequently Asked Questions

Delivery Answers:

What time will the flowers or gift be delivered?

Our local florist drivers and special delivery service will normally deliver during business hours – 9am until 5pm. If there is a specific delivery requirement (i.e. delivery to a school before 3pm) please detail this on the special delivery section of the order, and we will do our up most to try to accommodate your request.

However, during busy periods and florist half-day closing, these delivery times may differ slightly, and we reserve the right to deliver up until 8pm in exceptional occasions.

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What if the recipient is not available to accept the delivery?

As the flowers that you send may be a surprise, it is inevitable that in some cases the recipient may not be available to accept their flowers at the address you have provided.

If this is the case, our flower delivery driver will endeavor to try one of the following alternatives:

• Firstly, the florist delivery driver may leave your flower delivery either with a neighbour or in a safe place at the address, if this is possible.
• If this is not possible, the florist delivery driver shall try to deliver the flowers to the address later in the day, or return to the florist with the delivery.
• If it has not been possible to deliver the flowers, the florist's driver will leave a calling card to advise the recipient of the action taken, the whereabouts of the flowers and/or the shop's contact name and telephone number.

When contacted by the recipient, our florist delivery driver will arrange re-delivery for the same day if possible, next day or an agreed day (of the recipient's choosing).

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Is it possible to specify a delivery time for flowers or gifts?

With the obvious exception of funeral ceremonies, we are unable to guarantee delivery time preferences due to the demands placed upon our flower delivery drivers.

Please detail any preferences on the special delivery section of the order, and we will do our up most to try to accommodate for your request. Please remember that this is a preference, and we cannot guarantee or be committed to any specific delivery time.

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Is it possible to find out if my order has been delivered?

Yes, although as we deliver until 5pm and in exceptional circumstances until 8pm, it is best to wait until after 3pm on the date of delivery before enquiring. Our local florist drivers should be making their final rounds by this time.

If the delivery has not been made by this time, we should be able to confirm the status of delivery. If this is the case, your flowers will typically be awaiting delivery or re-delivery (having already tried to deliver your flowers or gift).

Alternatively, if you have sent a gift such as Champagne, wines or a hamper, we can trace the status of your order via our specialist delivery company at any time.

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Will I receive confirmation that my order has been delivered?

No, unfortunately we are unable to send an email to confirm that delivery has been made. However, if you wish to call our flower delivery order hotline (follow the 'contact us' link below for details), our team will be more than happy to help and check the status of your order.

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Is it possible to amend details of my order?

The best method to ensure that your amendments are carried out immediately is to contact our order hotline quoting your order reference number, followed by your desired amendments.

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Can you guarantee the flower delivery time of funeral flowers?

Yes, when you place an order online or via our order hotline, you are able to specify the required flower delivery time. While placing your order, you will be given an option for ‘Funeral Flowers’ which allows you to specify the time of the funeral and name of the deceased.

If the flowers are to be delivered to a funeral director or chapel of rest, please provide as much detail as possible. As all our florists have local knowledge, you can be assured that they will take every care to ensure that your flowers are delivered in a timely manner.

It is important to ensure that you provide a contact telephone number for the intended delivery address, and for yourself should there be any difficulties with your order.

By selecting the ‘Funeral Flowers’, option we will adhere to your specified funeral time and instructions. Please note that any errors in delivery details may delay the delivery of your order, so please ensure that all details are accurate.

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How are orders delivered?

As a specialist floral gifting company, we are able to deliver flowers either via our exclusive network of local florists or via our specialist flower delivery courier service. Alcoholic gifts are dispatched from our central gifting centre in Morecambe, as are certain specialist ranges of bouquets.

If you would like further information regarding these services, please contact our customer services department via the 'contact us' link at the bottom of this page.

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Ordering Answers:

Can I add a personal message with flowers or gifts?

Yes, you are able to provide a personal message to accompany your flowers or gifts. This is part of the check out procedure and may be added either online or given when calling our flower delivery hotline.

As the message will be will be on a message card, it is important to ensure that you limit the message to a maximum of 255 characters.

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What happens if I forget my password?

You can request a password reminder by following the 'Forgot Password?' link on the Billing Details page and entering your email address.

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Can I order flowers which aren't shown online?

Yes, you can order a customised bouquet or specific flowers by calling our florist delivery order hotline (follow the 'contact us' link at the bottom of this page for details).

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I was unable to complete my order on the website, what should I do?

Due to the nature of the Internet, conditions outside of our control may affect the use of our website, typical examples of this include, Internet security software such certain firewalls, cookie barriers, and company network restrictions.

It is important to contact us if you have experienced any issues, as we can either complete your order over the phone, or talk you through the use of our web site. To contact us, please follow the link at the bottom of this page.

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Can you provide wedding flowers and wedding gifts?

Yes, as a specialist floral gifting company we are able to send a variety of gifts. Whether to congratulate the happy couple, or to say thank you to friends and family.

Wedding flowers or bouquets and floral arrangements are a little more specialist, and need that personal touch, which can be provided by our network of skilled local florists.

To find a local Flowers Direct member, call our flowers hotline (details at the bottom of this page) and they'll be happy to provide details of our nearest florist.

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Can I send Alcohol overseas?

No, unfortunately we are unable to send alcoholic products outside mainland UK at this moment in time.

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Can I order flowers online to be delivered outside the UK?

No, due to the nature of international flower delivery we are unable to offer international flower delivery

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If I order flowers today, can I still have same day flower delivery?

If you complete your order before our 2.30pm same-day cut-off time and your order consists entirely of 'same-day' gifts, we will be able to send your flowers and gifts on the same day (Monday-Friday).

If any delivery problems are encountered during the allocation of your order, we will contact you as soon as possible. For this reason, it is important that you provide us with your full contact details when placing your order.

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Can I send flowers anonymously?

Yes, you can send a message without your name on. We do however ask for your contact details for our records and to ensure that we can reach you if there is a problem or query with your order.

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What is the cost of sending flowers from overseas to the UK?

All flowers and gifts displayed on our website are quoted in pounds sterling. If you use a non-UK credit card, your card provider will convert this from pound sterling and charge your credit card in your native currency at the daily rate at the time of your purchase.

If you wish to contact our order hotline from overseas, please call the +44 number at the bottom of this page.

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How do I enter a voucher or offer code?

You can enter your voucher or offer code on the basket page, prior to clicking on the "go to checkout" button.

You can also quote your code when calling our order hotline to receive your discount.

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I cannot proceed past "Your Details" during the checkout process?

If you have ordered from us in the past and are still using the same email address, you must log-in using your email and password to proceed with your order.

If you have forgotten your password, please click the 'forgot password?' link for a reminder.

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Payment Answers:

My credit card payment failed, what should I do?

If you receive an error saying that your credit card payment was not successful, no money was taken from your credit or debit card or account, although your details will be stored securely on our system.

Please make sure that you have enough money on your credit card or bank account, and then try again. Alternatively, try an alternate card.

For further help or information, contact our customer services team, details are on our 'contact us' page.

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My order was cancelled, but I have a charge on my credit card?

During the purchase process, we send an authorisation request to your credit card issuer to check that sufficient funds are available. This is often shown as a booking or reservation on your credit card statement. It is not an actual charge. If the purchase subsequently fails, we cancel your transaction and remove this reservation.

However, it has come to our attention that some credit card issuers may not immediately show the transaction as removed, even if it has been. We assure you that funds were not withdrawn from your credit card and we have reversed the authorisation request.

If you have any doubts or require additional details, please check with your credit card issuer and financial institution to further verify this. This process depends on the nature of your banks integration with credit card companies. As a guideline it may take up to 2 weeks to clear these transactions from your statement, but typically the time period is much shorter.

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Is it possible to send a VAT receipt for the order I placed?

Yes, you will automatically receive a confirmation email detailing the order. In addition to this, you can call our accounts team on 01524 520 800 who, provided with your order ID, recipients name and your fax number or postal address (depending how you wish your receipt to be sent), will be happy to arrange for a receipt to be faxed or sent to you in the post.

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