Customer Services

 

We hope the information below answers any query you may have regarding any aspect of shopping with us. If you cannot find the answer to your query then please contact us

Samples

> How much do you charge for samples?
> How fast will I receive my sample?
> How many samples can I order?
> Can I return my sample if I don't like it?

Shopping With Us

> When can I order from you?
> What forms of payment can I use?
> When will payment be taken from my account?
> How safe is it to shop on this website?
> How do I keep track of my order?
> What if the product I order is not available at the time?
> Will I receive confirmation of my order and a receipt?
> I want to change or cancel my order / part of my order
> Your Privacy
> What are your Terms and Conditions?
> My Account

Delivery Information

> How much will I be charged for delivery?
> How fast can you deliver to me?
> When do you deliver?
> What if I’m not in when you deliver?
> What do I do if my order hasn't turned up and you've dispatched it?
> I need to order items that need sending to separate addresses, how do I do this?
> What if the product I order isn’t available at the time?
> International Delivery

Returns, Refunds & Exchanges

> Returning a product for a refund – our refund policy
> Exchanging a Product

Nobody's Perfect

> Making a complaint

Shopping With Us

When can I order from you?
We provide totally safe and secure online shopping 24 hours a day, 7 days a week. You can also order over the telephone by calling 0845 894 8553, 11am - 3pm, Monday to Friday.

What forms of payment can I use?
We accept Mastercard, Visa, Visa Debit, Visa Delta, Maestro and Solo. Sorry, we do not currently accept American Express or Paypal.

When will the payment be taken from my account?
Payment will be taken at the time of ordering

How safe is it to shop on this website?
We take security very seriously and offer a totally safe and secure payment system which meets the highest industry standards. In addition, we now offer extra protection with Mastercard Secure Code and Verified by Visa, the internet version of chip and pin. We do not hold your credit or debit card details on file.

For further information on all aspects of site security please click here

How do I keep track of my order?
On placing your order you will receive an email which will confirm the products that you have ordered.
You will receive a second email notification when your order has been despatched.

What if the product I order is not available at the time?
We try really hard to ensure we have enough stock of all our products, however, sometimes seasonal demand or a delayed delivery may mean that a product is temporarily out of stock. If this is the case, you will see an "email me when back in stock" button on the product. Simply click this button, fill in your email address and we will email you to let you know when the product you want has arrived and is available to order.

Will I receive confirmation of my order and a receipt?
On placing your order you will receive an order acknowledgement email which will detail your order number, the products that you have ordered and their respective prices, the total cost of the order including delivery and the delivery address you have specified.

I want to change or cancel my order / part of my order
To ensure we offer a prompt and efficient service to you, once an order has been placed it is immediately processed and as a result no changes can be made to that order. If you wish to add an item on to an order then please place a new order either online or by telephone on 0845 894 8553. If you wish to cancel an order please call us on 0854 894 8553 email our Customer Service Team quoting your name and order number. We will do our very best to cancel it for you, but please note this will not be possible if the order has already been despatched or passed to our warehouse team for packing.

Your Privacy
We are fully compliant with the Data Protection Act and take your privacy very seriously. Please click here to read more about our privacy policy.

What are your Terms and Conditions?
To see our terms and conditions please click here

My Account
To edit your personal details and access your account please click here

 

Delivery Information

How much will I be charged for delivery?

• Standard delivery - £3.99 (up to 7 working days)
• Premium delivery to UK Mainland - £8.50 (2 - 3 working days). Premium Delivery to Highlands and Northern Ireland - £17.99
• Express Next Working Day delivery - £9.99 (not available for Highlands and Northern Ireland)
• If your order is particularly large or heavy we may need to contact you regarding additional delivery charges

How fast can you deliver to me?
If our standard delivery service of up to 7 working days isn't fast enough for you, we offer a premium delivery service ensuring that orders placed before 1pm, Monday to Friday are despatched to reach you within 2 - 3 working days. For those who really can’t wait (!) we offer an express next working day service (mainland UK delivery addresses only) ensuring that orders received before 1pm, Monday to Friday are despatched the same day and delivered the next working day. Orders received after 1pm Monday to Friday, or at a weekend or on bank holidays, will be processed the next working day.

When do you deliver?
Delivery usually takes place between 9am and 6pm, Monday to Friday. Please note that some delivery drivers may operate outside these times and we are currently unable to accept specific requests for times or days. Premium and Express deliveries will need signing for.

What if I’m not in when you deliver?
Orders despatched by Express or Premium delivery will need signing for and we recommend that you request delivery to your work address or an address where you know someone will be in to sign for the parcel. If you are not in when the courier tries to deliver your order, they will put a card through your door advising you that they have either left the order with a neighbour, at your nearest post office or taken it back to the delivery depot, whichever option is nearest your house. You then have the option of calling them to arrange a re-delivery or collecting the parcel in person.

Standard delivery orders despatched by Royal Mail will be delivered by your local postman. If you are not in when they try to deliver, they usually take the parcel to the nearest sorting office and leave a card through your door unless you have alternative arrangements with them.

What do I do if my order hasn't turned up and you've dispatched it?
If you have requested our Premium or Express delivery services and your order hasn"turned up when it should have done, then please let us know as quickly as possible by calling us on 0845 894 8553. Our express delivery services is fully trackable and we can quickly locate your order and establish what is going on for you. Before you email us please check that a neighbour, friend or colleague hasn't signed for it on your behalf and forgotten to tell you as is often the case!

Standard deliveries are despatched by Royal Mail and cannot be tracked. Royal Mail ask us to allow up to 21 working days to get a delivery to you before they consider it lost, so if your order is urgent please do consider using one of our express delivery services. Before contacting us, please check that your local delivery office haven't got the parcel or that a neighbour or friend hasn't got it and forgotten to tell you! Phone us on 0845 894 8553 to let us know your order hasn't turned up.

I need to order items that need sending to separate addresses, how do I do this?
If you"like items sent to separate addresses please complete a separate order for each address. Separate delivery charges will apply to each address.

International Delivery

Sorry but we are currently unable to offer delivery outside the UK.

Returns, Refunds & Exchanges

Returning a product for a refund – our refund policy
We really hope you’ll be happy with your purchase. If you should wish to return anything, we are happy to accept most products as in line with our terms and conditions for requests made within 7 days of reciept of the order providing they are in a fully re-saleable and unused condition. Petals, crystals and rosebuds must be returned in a box, not an envelope, to protect them. Unless they are faulty, we are unable to accept returns of samples, personalised goods or confectionery including chocolates and sugared almonds. If you wish to exchange an item please return it using this form and place a new order for the product you require online or by calling us on 0845 894 8554.
When you buy online or by telephone, you have additional rights as a consumer under the Distance Selling Regulations.  You can cancel your order within 7 working days after the day on which you receive your goods, with the exception of personalised and perishable items.  You are entitled to a refund of both the goods and the initial delivery charge, providing you notify us in writing during this time and the whole order is returned to us.  If you wish to return some of the products, but not the whole order, we will refund the original purchase price of the returned items but not the delivery charge or the return postage.  Unless an item is faulty, you will be responsible for the cost of returning the goods to us and we recommend sending your return by recorded delivery or registered post as we cannot be held responsible for items lost in transit.

Refunds can only be made to the card used for the original purchase. Please allow up to 7 working days for a refund to show on your account. This policy does not affect your statutory rights.

To return an item to us follow the procedure below;

1. Fill in the Returns form enclosed with your order.
2. Securely package up the item you wish to return, remembering to include the Returns form to ensure there is no delay in refunding your account.
3. Call our office on 0845 894 8553 to obtain the returns address.

We strongly advise sending the item by recorded delivery or registered post, as we are unable to accept responsibility for items lost in transit.

Exchanging a Product

To exchange a product please send the item back as detailed in the Returns section above and place an order for your replacement product online.

 

Samples

Choosing the right product for your special occasion can be daunting and we are pleased to offer samples of many of our products. A sample can be ordered of any product where the 'order sample' box appears next to the 'add to basket' button.

How much do you charge for samples?
We charge 50p or £1 for each sample, with FREE postage and packing to mainland UK addresses if you are just ordering samples. Standard post and packing charges apply if samples are ordered with other products, or your delivery address is outside mainland UK.

How fast will I receive my sample?
For mainland and offshore UK addresses we'll despatch your samples via 2nd class Royal Mail to reach you within a maximum of 5 working days. For orders outside mainland UK please allow up to 14 working days.

How many samples can I order?
Samples are limited to one of each product per customer, however, you can order samples of as many different products as you like.

Can I return my sample if I don't like it?
We're sorry but samples are not returnable or refundable. This does not affect your statutory rights.

 

Nobody's Perfect

We are a small team who are passionate about offering exceptional customer service. We aim for perfection but as we are only human sometimes mistakes can happen. If we have done something wrong please tell us as we would really value the opportunity to put it right.

Get in touch in the way that suits you best. Email us by clicking here or call us on 0845 894 8553 (9am to 5pm, Monday to Friday).