Frequently Asked Questions
FAQs are listed under the following headings. Scroll down to find the category you require;SERVICE, ORDERING, DELIVERY, PRODUCTS, MEMBERSHIP, SECURITY and COMPANY POLICY STATEMENT.
SERVICE
Q. Where do you send to?
A. We send flowers to postal address in England , Scotland , Wales , Northern Ireland and the Channel Islands.
Q. Why is the service restricted to these areas?
A.
Our prices are constructed to take account of First Class postal delivery charges to the United Kingdom. Postal charges to other countries are higher and the delivery times are longer so we would have to charge more for 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) the flowers are despatched from our premises in Jersey in the early afternoon and reach the United Kingdom main distribution hub in the evening. Most deliveries are made on the following morning except for 'highlands and islands' which will probably take an extra day.
Q. What days do you despatch?
A.
Flowers are despatched from Jersey on Monday, Tuesday, Wednesday and Thursday. Exceptions occur during holiday periods. All available despatch dates are shown on the ordering page. Dates not shown are not available.
Q. What is the latest ordering time for same day despatch?
A.
Orders placed before noon (Jersey, U.K. time) on any available date (normally Monday to Thursday) can be despatched on the same day.
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 Royal Mail are extremely efficient at delivering our products and it is assumed that delivery 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 and would require a signature upon delivery which would cause problems if recipients 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 with a neighbour or they may return it to the sorting office and leave a note requesting collection.
Q. What happens if the flowers are not delivered within the specified time?
A.
Any failure of delivery within 48 hours of despatch which is attributable to Le Tourneur's Flowers By Post or the Royal Mail postal service will be dealt with by a replacemnt of the order or a refund.
ORDERING
Q. How do I choose a despatch date?
A.
When you enter the details of where the flowers are going to, you will find a menu of dates and you must choose from the menu. You can normally order up to eight weeks in advance.
Q. I have placed an order but received no email confirmation.
A.
E-mail using the contact form giving details of the order or phone O800 7351065 to confirm that your order has been received.
DELIVERY
Q. What can I do if I realise that I have entered the wrong information in the ordering page?
A.
Email or phone and if there is time we will change the details. We cannot accept responsibility for incorrect addresses unless we are informed 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 not made within two days. This may mean that the flowers are late for a special occasion or have suffered a loss of quality. Notification of non-delivery should be made through our contact page In all such cases we unreservedly agree to send a replacement box or make a full refund.
Q. What happens if the flowers are delivered on time but are not of an acceptable standard?
A.
In all such cases we unreservedly agree to send a replacement box or make a full refund. Notification should be made through our contact page
PRODUCTS
Q. Where do the flowers come from?
A.
Many of our flowers are grown in the Channel Islands but we source others from the most reliable growers in different parts of the world.
Q. How are the flowers packed and despatched?
A.
The flowers are securely packed into boxes with cotton moisture wraps to the stems. They require a little attention upon receipt. They stems should be cut and the flowers placed in deep cold water to re-hydrate them. The boxes contain full instructions for treating the flowers and also a sachet of flower food to prolong vase life.
MEMBERSHIP
Q. How do I become a member?
A.
Simply enter a username 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 a history of all their previous purchases. Members also qualify for free flowers every time their purchasing total exceeds £50.00
.Q. Does that mean they only get a free box if they order £50 worth of flowers all at once?
A.
No, the total is accumulative and all purchases are recorded and added to the total
Q. What happens when the total goes over £50?
A.
This automatically allocates a free box and the balance (over £50) counts towards 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 sent to 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 to have some way of identifying them uniquely. This is done by registering with a username and password. This information then allows access to personal information on the site.
Q. If I become a member can I have previous order included in my purchase total?
A.
Yes this is possible but you must inform us through the contact page giving details of previous purchases including recipient name and date of purchase (approx)
Q. What happens if I register twice with different username or password?
A.
You will activate a second membership account. Get in touch through the contact page with all the details and we will amalgamate the records under the username and password you wish to continue using.
Q. I have previously ordered by telephone. Will these orders be included in my purchase history?
A.
For administrative reasons the databases for telephone and internet orders run separately. It is possible to amalgamate accounts into one or the other. This can be done by giving all the relevant details on the contact page .
Q. As a member will I receive any unsolicited mail?
A.
You may choose not to receive a written confirmation of your order by un-ticking the box on the exit page of the site. The only time we contact you directly is to send you free gifts such as calendars. You will not be contacted by any other company as a result of information supplied to us.
SECURITY
Q. What personal information is held on the site?
A.
The member's page includes a purchase history, a record of free box allocations and a link to change personal information such as address and email address.
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 username and password can access an individual member's page. Security of that information is the responsibility of the member.
Q. What happens to credit card details when they are entered on the payment page?
A.
They are encrypted and verified by SecPay. The details are not held on our servers and at no time are they available to anyone at flowersbypost.com.
Q. Do you allow other companies access to the list of members?
A.
At no time is personal information about our members made available to any other company or individual other than SecPay at the time of purchase for the purposes of verifying the payment.
COMPANY POLICY STATEMENT
Le Tourneur's Flowers By Post is totally committed to:
a/ providing the most reliable delivery sevice possible
b/ maintaining the highest quality standard of flowers
c/ offering the most competetive pricing structure.
All our flowers are delivered by First Class post courtesy of the Royal Mail. We despatch boxes on Mondays, Tuesdays, Wednesdays and Thursdays. Delivery takes one or sometimes two days. For this reason we always try to send flowers so that they arrive on or just before the requested date. There are very occasional circumstances where delay is unavoidable ( industrial action or inclement weather). In such an event, if, for any reason, flowers are not received until after the required date we will refund the full amount of your purchase or send a replacement box free of charge. All queries from our customers are treated with courtesy and diligence. We pride ourselves on our customer care. We value our customers and we do everything possible to maintain customer satisfaction.
If you wish to contact us for any reason please phone on 0800 7351065 during business hours or use our contact page.
We do not grow our own flowers but purchase them from the most reliable sources available to us. Flower quality is of paramount importance and we demand the very best from our suppliers ( just as you demand the very best from us). Our pricing structure is extremely competetive. We invite you to look at the prices that 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 look forward to being of service to you.
a/ providing the most reliable delivery sevice possible
b/ maintaining the highest quality standard of flowers
c/ offering the most competetive pricing structure.
All our flowers are delivered by First Class post courtesy of the Royal Mail. We despatch boxes on Mondays, Tuesdays, Wednesdays and Thursdays. Delivery takes one or sometimes two days. For this reason we always try to send flowers so that they arrive on or just before the requested date. There are very occasional circumstances where delay is unavoidable ( industrial action or inclement weather). In such an event, if, for any reason, flowers are not received until after the required date we will refund the full amount of your purchase or send a replacement box free of charge. All queries from our customers are treated with courtesy and diligence. We pride ourselves on our customer care. We value our customers and we do everything possible to maintain customer satisfaction.
If you wish to contact us for any reason please phone on 0800 7351065 during business hours or use our contact page.
We do not grow our own flowers but purchase them from the most reliable sources available to us. Flower quality is of paramount importance and we demand the very best from our suppliers ( just as you demand the very best from us). Our pricing structure is extremely competetive. We invite you to look at the prices that 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 look forward to being of service to you.
