iflorist - Beautiful floral designs by the worlds local florist
Award Winning Florist - The Queen's Award for Enterprise in International Trade
 
   
 
 

Frequently Asked Questions
Ordering and payment
We have gone to great lengths to ensure that the ordering and payment process is as simple, easy-to-use and streamlined as possible. If you should find yourself having trouble, we have compiled the below FAQ to assist you:

1. Will my order be delivered with a message?
Yes, when placing an order you will be given the option to include a message with your gift. You will be asked for your message during the checkout process. If you do not wish to include a message, please select the "No Message Required" option.
2. Is there a limit to how long my message can be?
We ask that all messages are below 255 characters, to ensure that they fit neatly on our message cards.
3. Can I send an order anonymously?
We respect the privacy of our customers. We will only ever disclose the contents of the message card to the recipient. If you do not include your name on the card (which can even be left completely blank if you wish), the recipient will not know who the order is from.

If the recipient should contact us to enquire, please rest assured that we will not disclose your personal details and will reiterate to the recipient that we can only disclose the contents of the customer specified message card.
4. I have forgotten my password - what should I do?
When required to enter your password, you will also be able to request a password reminder. To do this, enter your email address in the "Email" field, then click the "Forgot Password" button below it (much as you would when logging in, but leaving the password field blank and clicking "Forgot Password" rather than "Login").
5. How will I be reminded of my password?
Your password will be emailed to you, at the address used to create your account. If you have changed your email address and no longer have access to your old messages, please set up a new account.
6. How long will it take to receive a reminder of my password?
Passwords reminders are sent out straight away and are usually received instantly. Any delay in receiving your password will usually be due to issues with your email provider.
7. I requested a password reminder but have not received anything?
This may be due to technical problems with your email provider. If after 30 minutes, you have still not received your password, please request another reminder. Be sure to double check your emails, including your spam folder as the automated message may be incorrectly flagged as such by your email provider.
8. Can I place an order for delivery some time in the future?
Yes, you can order up to 12 months in advance if you wish.
9. I've received a voucher or offer code, how do I apply this to my order?
You will be given a chance to add this voucher code to your order on the "shopping basket" page, before proceeding with payment. The field is towards the bottom left of the page and marked "Apply voucher code".
10. Can I place my order over the telephone?
Sure, you can call us on 0844 874 5010.
11. How can I cancel an order?
Because our suppliers have to purchase stock especially for many orders, it is often extremely difficult to cancel an order. Similarly, courier delivered lines are often picked and packed the afternoon of the day prior to delivery, and are in transit shortly after.

We therefore require a minimum notice period of 24 hours in order to cancel an order. During peak events however, such as Mother's Day, Valentine's Day or Christmas, we require at least 2 business days notice. Accordingly, we are therefore unable to cancel and refund orders when a request is made outside of these notice periods. Orders with personalised or digitalised greetings card are printed at the time of order and unfortunately cannot be cancelled.
12. How do I amend an order?
We typically need 24 hours notice to amend the details of an order. During peak events however, such as Mother's Day, Valentine's Day or Christmas, we typically require at least 2 business days notice to make any such changes. Note also that we are unable to make changes to an order once it has been dispatched from either our central dispatch point, or our local supplier. Orders with personalised or digitalised greetings card are printed at the time of order and unfortunately cannot be amended or cancelled.

To make changes to your order, please email the necessary amendments and your order number to us via email support ticket, or contact us via live chat.
13. I have been issued a refund. When will this show on my statement?
We usually issue refunds immediately, however many credit card companies, banks and building societies impose a delay in transferring the funds to your account. This is typically between 2-5 working days, but can take as long as 10 days in some cases. If you have not received your refund after 10 days, please contact us via email support ticket.
14. What should I do if my credit card payment fails?
In the unlikely event that you should receive an error when trying to pay for your order, your details will be stored securely on our system but no money will be taken from your card. You may then reattempt payment, making sure to enter the correct details. If payment fails again, it is likely that you have insufficient funds in your account. You are free to try another card if you wish, or terminate the order process until such a time that payment can be completed. Your order will not be executed and you will not be charged.
Delivery of your order
Our UK and international delivery service is second to none, and we have gone to great lengths to ensure the quality of our gifts. The below FAQ should help to answer any questions on the delivery of your order:

1. Can I specify a time for my order to be delivered?
You may select your delivery day and - in the case time sensitive items - a delivery time by which the order must be delivered. For all other orders, delivery typically takes place between 9am and 5pm. We are unable to specify a time, for example "between 10am and 11am" and can only stipulate that your order will be delivered during the working day. For time sensitive deliveries, you will be asked to provide further details during the checkout process.
2. How will my order be delivered?
Dependant on the contents of your order, we have several methods of delivery. You will be shown a list of available delivery methods during the checkout process and can select your prefered choice.
3. What if the recipient isn't available to receive the delivery?
If the recipient is not available at the delivery address specified, we will typically leave the order with a neighbour or in a safe place at the delivery address. Alternatively, we may attempt redelivery later in the day. If this is not feasible or the recipient is unavailable when a later delivery is attempted, we will usually leave a calling card explaining what has happened. This will then allow the recipient to arrange collection of their gift locally. They may also be able to request delivery the next day.

Due to the fresh nature of many of our products, we cannot be held responsible for deliveries which fail because your chosen recipient is not available at the given address. 24 hours after failed delivery and/or lack of contact from the intended recipient, courier delivered items will be returned to our HQ - we would then contact you to notify as such.
4. Can I order for deliverey on a weekend?
We can deliver most items Tuesday-Saturday, but are unable to offer delivery on a Sunday. The only exceptions to this rule are when special occasions fall on a Sunday (with the exception of Christmas Day). Gifts delivered by our local shops and suppliers are available for Monday delivery. Selected courier delivered flowers can now also be delivered on a Monday - you can check availability on the product delivery calender available alongside each product. Other non-floral gifts are not available for Monday delivery as we do not have collections on Sundays for these items.
5. Can I send gifts without the recipient knowing who they are from?
We respect the privacy of our customers. We will only ever disclose the contents of the message card to the recipient. If you do not include your name on the card (which can be even be left completely blank if you wish), the recipient will not know who the order is from.

If the recipient should contact us to enquire, please rest assured that we will not disclose your personal details and will reiterate to the recipient that we can only disclose the contents of the customer specified message card.
6. How much does delivery cost?
Delivery varies depending on your order, but typically varies from FREE for standard next day delivery, to £7.90 for premium same day delivery (where available, prices subject to change).

You will be given a choice of delivery methods during the order process, and can select your prefered service.

If you have a coupon or voucher entitling you to free or discounted delivery, please apply this on the shopping basket page. You will then be offered delivery at a discounted price prior to being asked for your payment details.
7. Can I place an order for delivery to multiple addresses?
Yes - if your order contains multiple items, you will be given options to deliver each item to one address, or each item to an individual address. You may also deliver particular items (one or more) to individual addresses, and the remainder to a further address.
8. What are the last time for ordering same day/next day items?
For same day delivery Monday-Friday, where available, your order must be received by 2pm.

For same day delivery on Saturday, where available, your order must be received by 12 noon.

For next day delivery Tuesday-Saturday, orders must typically be received by 4pm. Certain non-fresh gifts from our bonded warehouse must be ordered before 12 noon for next day delivery.

Where courier delivery is available on a Monday, dispatched Sunday, your order must be received by 12 noon.

Larger or specialist next day items may need to be ordered prior to 2pm, subject to availability. Some items also require 48 hours notice before delivery, however you will be notified of this when ordering.
9. Any special considerations for deliveries to hospitals?
Please be aware that some hospitals have a strict policy on deliveries for certain departments and wards - this typically applies to any product classed as "fresh", such as fresh food, flowers or plants. To avoid disappointment, please check before ordering that the hospital in question allows such deliveries.

Having checked that your gift is permitted, please ensure that you carefully and correctly address your order to avoid confusion during delivery. The address should include as much information as possible; at the very minimum the recipients full name, ward name/number and the full address of the hospital including street name and postcode.
10. Do you deliver internationally?
We do deliver internationally, to a selection of countries around the world. Please see our international range for details. Only the countries listed can be delivered to, and we can only deliver the items listed in their respective categories to the country indicated. We cannot deliver our full range of products internationally, nor can we deliver items shown - for example - for delivery to Spain, to other counrties.

You must select a country from the list and choose from the range shown. Orders for non-applicable items, or items intended for other countries, will in many cases be cancelled by default and the customer notified and automatically refunded.
11. Are there any other restrictions on delivery?
We cannot guarantee delivery dates for deliveries to non-mainland UK addresses. While we do carry out such deliveries, these orders may require an additional 24 hours for delivery. This also applies to the following UK postcode areas:

AB3-5, 30-39, 41-45, 51-56; all BT; CA 18-19, DD6-11, FK14-21, G63; all GY, HS1-9, all JE; LA11, 18-21; all IM; IV1-28, 30-36, 40-49, 51-56, 63; KA27-28, KW1-17; PA20-50, 60-78, 80-88; PH10-26, 30-44, 49, 50; TR21-25; all ZE.

We also reserve the right not to deliver to any address which we deem to be insecure, such as communal postal address or to a PO Box, or unsafe for whatever reason. If this applies to your order, you will be contacted to arrange delivery to an alternative address or to come to another resolution.

You must be over 18 to send or receive any gift containing alcohol.
12. What does my order status mean?
You can see the status of any current or past orders within your account page. The status of an order varies from being placed, through to allocation and delivery. For courier items, you will be provided with a tracking link once dispatched. For orders delivered locally, orders typically go from allocated, to accepted, to delivered. However, marking the order "delivered" is a manual task and not automatically updated. This status is typically updated at the end of the day.
13. My order does not appear to have been delivered?
If you reason to suspect that your order may not have been delivered, having checked the order status within your account, please contact one of our advisors by submitting an email support ticket, or via live chat.


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