FAQ


1. Contact Details

Should you need to speak to a customer service representative you can contact us on 01753 586 393. The Contact Centre is open Monday to Friday from 8am to 6pm and on Saturday from 9am to 5pm. You can also use our website to communicate with us by navigating to: sales@florela.co.uk 

 

2. How do I amend an order?

Should you need to amend an order you have placed through our website, please call 01753 586 393 as soon as possible or contact our customer services at sales@florela.co.uk

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

Please call our contact centre on 01753 586 393 and one of our customer service representatives will be able to assist you.

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. Please note that once you have passed this page it is not possible to enter a discount code.

5. Can I order by phone?

Of course! If you prefer to order by phone please call our contact centre on 01753 586 393 and one of our customer service representatives will gladly assist you in placing your order.

 

6. Can I send my order anonymously?

You are free to include an anonymous card message with any of our gifts though we will require your personal details for billing purposes. Your details are held in accordance with the Data Protection Act.

7. What methods of payment do you accept?

You can pay for your order using the following methods:

  • Visa
  • Delta
  • Visa Electron
  • Mastercard

 

8. How do I use my discount voucher?

At the checkout stage enter your code in the voucher code box and press update.

9. 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.


 

10. Can you send me a VAT receipt?

Your email receipt can be used as a VAT receipt.

11. 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.

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

Should you require a confirmation of delivery please call our contact centre on 01753 586 393 and one of our customer service representatives will contact the delivering florist on your behalf.

13. 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.

14. Can we deliver to hospitals?

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

15. Can I send flowers to a ship?

Deliveries to cruise ships, airports and other transient addresses are sent at the customers risk.

16. 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.

17. 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).