Frequently Asked Questions

SERVICE

Q. Where do you send to?

A. We send flowers to postal address inEngland, Scotland, Wales, Northern Irelandand the Channel Islands.

Q. Why is the service restricted to these areas?

A. Our prices are constructed to take account of First Class postal deliverycharges to the United Kingdom. Postal charges to other countriesare higher and the delivery times are longer so we would have to charge morefor a lower quality service which we choose not to do.

Q. How long does it take to get the flowers delivered?

A. Under normal circumstances (i.e. not Christmas or Mothering Sunday) theflowers are dispatched from our premises in Jersey in the early afternoon andreach the United Kingdommain distribution hub in the evening. Most deliveries are made on the followingmorning except for 'Highlands and Islands'which will probably take an extra day.

Q. Which days do you dispatch?

A. Flowers are dispatched from Jersey onMonday, Tuesday, Wednesday and Thursday. Exceptions occur during holidayperiods. All available dispatch dates are shown on the ordering page. Dates notshown are not available.

Q. What is the latest ordering time for same day dispatch?

A. Orders placed before noon (Jersey, U.K. time) onany available date (normally Monday to Thursday) can be dispatched on the sameday.

Q. How do I know when the flowers have been delivered?

A. We do not track flower boxes once they have left our premises. The RoyalMail is extremely efficient at delivering our products and it is assumed thatdelivery will be made within the specified time.

Q. Why do you not track the boxes?

A. Such a system would increase the cost of the service considerably andwould require a signature upon delivery which would cause problems ifrecipients are not at home.

Q. So what does happen if the recipient is not at home?

A. The postman making the delivery may leave the box in a safe place or witha neighbour or they may return it to the sorting office and leave a noterequesting collection.

Q. What happens if the flowers are not delivered within the specified time?

A. Any failure of delivery within 48 hours of dispatch which is attributableto Flowers By Post or the Royal Mail postal service will be dealt with by areplacement of the order or a refund.

ORDERING

Q. How do I choose a dispatch date?

A. When you enter the details of where the flowers are going to, you willfind a menu of dates and you must choose from the menu. You can normally orderup to eight weeks in advance.

Q. I have placed an order but received no email confirmation.

A. You may have entered your emailaddress incorrectly. E-mail us using the contact form giving details ofthe order or phone O800 7351065 to confirm that we have received your order.

Q. I want to sendseveral boxes to one address for the same date.

A. Please call us on 0800 7351065 or email usat admin@flowersbypost.com as soonas you have made the order so that we can pack all the items together. We willbe able to confirm if this has been possible.

DELIVERY

Q. What can I do if I realise that I have entered the wrong information in theordering page?

A. Email or telephone us and if there is time we will change the details. Wecannot accept responsibility for incorrect addresses unless we are informed beforedispatch in time to make the changes.

Q. What happens if the delivery is not made within the specified time?

A. It may be that, due to circumstances beyond our control, delivery is notmade within two days. This may mean that the flowers are late for a specialoccasion or have suffered a loss of quality. Notification of non-deliveryshould be made through our contact page. In all such cases we unreservedlyagree to send a replacement box or make a full refund.

Q. What happens if the flowers are delivered on time but are not of anacceptable standard?

A. In all such cases we unreservedly agree to send a replacement box or makea full refund. Notification to us should be made through our contact page.

Q. Do you postoverseas or to BFPO addresses?

A.Our service only operates within the UK postal area.Although BFPO postal addresses are within the UK, the flowers would then have totravel by ‘plane to the overseas destination and would deterioratesignificantly in transit.

PRODUCTS

Q. Where do the flowers come from?

A. Some of our flowers are grown in the Channel Islands but we source others from the most reliable growers indifferent parts of the world.

Q. How are the flowers packed and dispatched?

A. The flowers are securely packed into boxes with cotton moisture wraps tothe stems. They require a little attention upon receipt. They stems should becut and the flowers placed in deep cold water to re-hydrate them. The boxescontain full instructions for treating the flowers and also a sachet of flowerfood to prolong vase life.

MEMBERSHIP

Q. How do I become a member?

A. Simply enter your email address and password when requested to do so.

Q. What are the advantages of becoming a member?

A. Members have their own personal page on the web site which includes ahistory of all their previous purchases. Members also qualify for free flowersevery time their purchasing total exceeds £50.00

 

Q. Does that mean they only get a free box if they order £50 worth of flowersall at once?

A. No, the total is cumulative and all purchases are recorded and added tothe total

Q. What happens when the total goes over £50?

A. This automatically allocates a free box and the balance (over £50) countstowards the next free box allocation.

Q. Where is the free box sent to?

A. The free box can be ordered from the member's page at any time and sentto any address in the U.K.

Q. Why do I have to become a member to qualify for free flowers?

A. The only way we can record all purchases for an individual customer is tohave some way of identifying them uniquely. This is done by registering with anemail and password. This information then allows access to your account on thesite.

Q. If I become a member can I have previous order included in my purchasetotal?

A. Yes, this is usually possible but you must inform us through the contactpage giving details of previous purchases including recipient surname, theirpostcode and date of purchase (approx)

Q. What happens if I register twice with different email address or password?

A. You will activate a second membership account. Get in touch through thecontact page with all the details and we will amalgamate the records under the emailaddress and password you wish to continue using.

Q. I have previously ordered by telephone. Will these orders be included in mypurchase history?

A. As long as you provide us with your name and home postcode when you call,all your orders will be placed onto your account. If you wish to add an emailaddress to a telephone account, (or start making orders online instead) pleasecontact us so that we can send you a password.

Q. As a member will I receive any unsolicited mail?

A. The only time we may contact you directly is to send you free cataloguesor special offers. We donot, and will not, sell our mailing list to third parties. If you wish to addor remove yourself from our mailing lists at any time you can do so bycontacting us.

SECURITY

Q. What personal information is held on the site?

A. The member's page includes a purchase history, a record of free boxallocations and a link to change personal information such as address and emailaddress.

Q. Is it possible for other people to view the details held on a member's page?

A. Only those people who have access to the email address and password canaccess an individual member's page. Security of password is the responsibilityof the member.

Q. What happens to credit card details when they are entered on the paymentpage?

A. They are encrypted and verified by SagePay, one of the Worlds largest and most wellestablished payment providers on the Internet. The details are not held on our servers andat no time are they available to anyone at flowersbypost.com however thedetails are retained by SagePay and are available for re-use under strictsecurity conditions.

Q. Do you allow other companies access to the list of members?

A. At no time is personal information about our members made available toany other company or individual other than SagePay at the time of purchase forthe purposes of verifying the payment.

COMPANY POLICY STATEMENT

At Flowers By Post, we are totally committedto:

a/ providing the most reliable delivery service possible

b/ maintaining the highest quality standard of flowers

c/ offering the most competitive pricing structure.

All our flowers are delivered by First Class post courtesy of the Royal Mail.We dispatch boxes on Mondays, Tuesdays, Wednesdays and Thursdays. Deliverytakes one or sometimes two days. For this reason we always try to send flowersso that they arrive on or just before the requested date. There are veryoccasional circumstances where delay is unavoidable (industrial action orinclement weather). In such an event, if, for any reason, flowers are notreceived until after the required date we will refund the full amount of yourpurchase or send a replacement box free of charge. All queries from ourcustomers are treated with courtesy and diligence. We pride ourselves on ourcustomer care. We value our customers and we do everything possible to maintaincustomer satisfaction.
If you wish to contact us for any reason please phone on 0800 7351065 between9am and 2pm Monday to Friday or use our contact page.
We do not grow our own flowers but purchase them from the most reliable sourcesavailable to us. Flower quality is of paramount importance and we demand thevery best from our suppliers (just as you demand the very best from us). Ourpricing structure is extremely competitive. We invite you to look at the pricesthat our competitors charge and see for yourselves. How do we do it?
Do we cut corners? .......NO!
Do we compromise on quality?...........NO!
Do we run an efficient business?........YES!

We very much look forward to being of service to you.

©2010Flowers byPost