FAQ

• Contact Details
• How do I amend an order?
• I am having difficulty placing my order, what should I do?
• How do I use my voucher code?
• I live outside the UK can I still place an order?
• How much is delivery?
• How will my flowers be delivered?
• Can you guarantee delivery dates?
• Can I order by phone?
• Will the recipient know who sent the item?
• What methods of payment do you accept?
• How do I use my discount voucher?
• How will I know that my order has been successful?
• Can you send me a VAT receipt?
• Can I send flowers to PO Boxes and BFPO addresses?
• Can I track my order to make sure that it has been delivered?
• I have requested a specific delivery time but the flowers have not arrived
• The item I have ordered does not contain the same content as the image I have seen online
• What happens if the recipient is not at home when the delivery is made?
• Can eFlorist deliver to hospitals?
• Can I send flowers to a ship/airport?
• How do I place a funeral order?
• How long will my refund take?
• How do I care for my flowers?
• The flowers that I have ordered have died

1. Contact Details

Should you need to speak to a customer service representative you can contact eFlorist on
0800 0830 930.

The eFlorist Contact Centre is open:
Monday to Friday from 8am to 6pm
Saturday from 9am to 5pm.

You can also use our website to communicate with us by navigating to: www.eflorist.co.uk/contact.html

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2. How do I amend or cancel an order?

Should you need to amend or cancel an order you have placed we usually require 24 hours notice (48 hours at peak periods). We are however unable to make any changes to orders that have already been dispatched. To request changes please use our contact form: http://www.eflorist.co.uk/contact.html.

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3. I am having difficulty placing my order, what should I do?

Please call our contact centre on 0800 0830 930 and one of our customer service representatives will be able to assist you.

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4. How do I use my voucher code?

Once you have chosen your flowers and any upgrades you will be taken to the checkout page. Below your listed items is a box where you can enter your discount code and then click on update to add the discount. Please note that once you have passed this page it is not possible to enter a discount code.

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5. I live outside the UK can I still place an order?

Yes you can still place an order for delivery in the UK if you live in another country. If you need to call from abroad please call +44 1794 526495.

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6. How much is delivery?

Delivery costs will vary based on the date of delivery; there are two charges £7.95 for sameday and £5.95 for standard delivery.

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7. How will my flowers be delivered?

Our florist delivered flowers will be beautifully prepared and hand delivered by a local florist, along with the personal gift card message from you.

Our stunning postal flowers will also arrive with your own gift card message in a stylish white box, delivered by Royal Mail's first class post.

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8. Can you guarantee delivery dates?

You can select delivery dates online when choosing your flowers. We agree to use all reasonable endeavours to ensure that delivery will be on the requested delivery date for florist delivered products. We cannot guarantee delivery dates for flowers delivered by post.

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9. Can I order by phone?

Of course! If you prefer to order by phone please call our contact centre on 0800 0830 930 and one of our customer service representatives will gladly assist you in placing your order.

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10. Will the recipient know who sent the item?

The only information that our local florists receives about the order is the recipient details and the card message. If you didn’t include this information on the card, then they will not know who sent them.

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11. What methods of payment do you accept?

You can pay for your order using the following methods:

• Visa
• Delta
• Visa Electron
• Solo
• Switch
• Maestro
• Mastercard

All orders are prepaid and unfortunately we are unable to accept payment by cash on delivery.

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12. How do I use my discount voucher?

At the checkout stage enter your code in the voucher code box and press update. If you encounter difficulties please call our contact centre on 0800 0830 930.

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13. How will I know that my order has been successful?

Once you have placed your order you will be provided with a reference number and you will receive a confirmation email.

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14. Can you send me a VAT receipt?

Your email receipt can be used as a VAT reciept.

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15. Can I send flowers to PO Boxes and BFPO addresses?

Unfortunately as flowers are a perishable item we are unable to deliver to PO Boxes or BFPO addresses.

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16. Can I track my order to make sure that it has been delivered?

Deliveries are made between 9am and 6pm each working day and may be delivered later at peak periods such as Valentines and Mother’s Day. Should you require a confirmation of delivery please visit our contact page.

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17. I have requested a specific delivery time but the flowers have not arrived

At eFlorist we do our best to meet a customer’s request for a delivery time, however due to the local florist workload we are unable to guarantee requested delivery times. The only time we can guarantee a timed delivery is when placing funeral orders which take the highest priority. Deliveries can take place between the hours of 9am til 6pm and maybe extended over peak trading periods such as Valentine’s Day and Mother’s Day.

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18. The item I have ordered does not contain the same content as the image I have seen online

On some rare occasions our local florist may need to substitute some of the stems in the design. Our local florist will ensure that the item is to value and remains in the same colour scheme and style of design. If you feel that the item does not meet our substitution policy please contact us.

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19. What happens if the recipient is not at home when the delivery is made?

Should your recipient not be at home at the time of delivery the florist will leave a calling card with contact details in order for your recipient to arrange a redelivery or collection.

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20. Can eFlorist deliver to hospitals?

Many hospitals no longer accept flowers so it is always advisable to check before placing your order. eFlorist certainly can deliver to those hospitals that allow flowers to be delivered. For those that do not eFlorist offers a range of gifts acceptable for delivery to a hospital.

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21. Can I send flowers to a ship/airport?

Deliveries to cruise ships, airports and other transient addresses are sent at the customers risk. If you require a delivery to a transient address you should include, Boarding Gate, Cabin number and the Date and time of departure.

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22. How do I place a funeral order?

You can place an order for a funeral on the website or call our dedicated funeral and sympathy line on 0800 0930 366. Please note that orders placed through the website should be given 48 hours notice. If you require a delivery within the next 48 hours please call our contact centre on 0800 0830 930 and one of our customer service representatives will be able to assist you.

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23. How long will my refund take?

Usually refunds are processed within 3-5 working days but during peak periods can take up to 28 days.

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24. How do I care for my flowers?

Before placing the flowers in a vase/container it is advisable to cut the stem of each flower with a sharp knife and remove about 2-3 cms from the end. Cutting with a knife as opposed to secateurs or scissors will create a larger area ensuring maximum uptake of water. It is also a good idea to remove any leaves, which will be below the water before placing in a vase.

Vases/Containers -It is very important that the flowers are placed into a clean vase to prevent any bacteria affecting the flowers. Gerberas in particularly last longer when placed in a clean container.

Water -You may be surprised at the amount of water that flowers require to remain healthy. Add luke warm water to a vase/container as opposed to cold water from the tap. Keep the water topped up every 2-3 days should be sufficient. If you have used flower food do not throw the water away, just add to the existing water. If you receive a gift where the flowers have been arranged in foam (oasis) you can keep the arrangement fresh by adding water to the oasis every 2-3 days but be careful not to add too much or you make create some spillage. Place the arrangement on a place mat to ensure protect the underlying surface.

Flowers will last longer if they are displayed away from direct sunlight and draughty areas. (However if you want the flowers to open up quickly then placing the flowers in a warm room will speed this process up).

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25. The flowers that I have ordered have died?

In the rare occasion that the flowers you have ordered has died, eFlorist has 7 days freshness guarantee, if the item that has been delivered has died within this period you will need to contact us as soon as possible and within 7 days of the delivery date. Due to the perishable nature of flowers we are unable to deal with complaints after 7 days has passed. On some occasions we may ask for photographic evidence

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