Fleur de lis - Frequently Asked Questions

Products

Why is your flowers fresh?
Our flowers are delivered direct from the Dutch auctions to our premises 3-4 times a week, enabling us to offer the freshest, high-quality flowers in the UK at unbeatable prices.

How are the flowers packaged?
Your floral arrangement will be freshly prepared just few hours before the delivery takes place. We don't prepared your flowers days before like some internet shops and sit in warehouses for days and courier around the UK. If you order an Aqua packed arrangement, the stems of your flowers are secured in a drip-free cellophane bubble of water fed with flower food. Hand tied and flat bouquets need a good feed of water within 3-4 hours after delivery. Arrangements in containers will need some water every couple of days

Our Floral gifts are always glamorously presented with a stylish gift card and care instructions. Depending on the arrangement you've chosen, there may be other such delights as raffia bows and luxury long coded gift bags.

Do the flowers come with a vase?
Some of our arrangements do come with a vase included in the price.

Can I order an vase to go with the flowers?
If the flowers you're ordering are suitable for presentation in a vase, we'll be more than happy arrange a bespoke solution for you. Please give us a call. Also you may have a look at our Gift section and choose a vase. These are only available for our restricted post codes (HP9, HP10, RG10, RG42, SL1, SL2, SL3, SL4, SL6, SL7 and SL8) only.

Can you make one of your products bespoke for me?
Yes, of course we can. Just click the 'email us' or 'call us'. We'll be happy to help make any order perfect just for you.

Can I include a message with my order?
The gift message will be hand written on a high quality best spoke card and included with your order.

What is restricted Products?
These are the products designed by our team based in Maidenhead base and only available for delivery to the following post codes which is basically a 10 mile /16km radius (HP9, HP10, RG10, RG42, SL1, SL2, SL3, SL4, SL6, SL7 and SL8)

Ordering

How do I order from your website?
It's very simple and easy. Once you've found a product that you like, simply chick the standard or luxury version and click the 'Add to Cart' button next to the bouquet to be taken to our checkout.

During checkout, you'll be asked to provide the name and address of the person to whom you're sending the gift, your own invoicing address and your credit card details. Of course, you'll also get to choose a delivery date and compose a card message.

Throughout this entire speedy process, you can rest assured that all your details are stored and transmitted very securely, and never ever shared with anyone else.

Can I order by phone?
Absolutely. Please call us on 01628 675566 or, if you're calling from outside the UK, dial +44 1628 675566. Although we don't offer a 24-hour telephone service, we've got an answer service, so you can leave us a message if you're visiting outside our office hours 9 am to 5pm UK time, and one of our team members will get back to you in the morning.

How much does the delivery/Shipping cost?
SL6 post code cost £4.95
SL1 post code cost £5.95
All other UK mainland post codes cost £6.95

Standard delivery is made Monday to Saturday between 9am to 5pm. Where the occasions are marked birthdays etc we aim to deliver in the morning unless otherwise requested.

We also offer a number of timed delivery options for our restricted post codes (HP9, HP10, RG10, RG42, SL1, SL2, SL3, SL4, SL6, SL7 and' SL8) only

We offer Sunday delivery for a small surcharge only for Mother's Day (Mothering Sunday) and if Valentines day or Christmas eve fall on a Sunday

Can I send flowers overseas/International?
At Fleur de Lis we deliver flowers locally in all of the countries listed below. Each country has their own unique flower designs. We have teamed up with Teleflorist network one of the biggest Global Networks of professional florists . We have chosen Teleflorist for their extensive network coverage, originality, high quality, fresh flowers, reputation, value for money and their capacity to inspire.

To place your order, call 01628 675566 now and speak to our helpful and knowledgeable team members. If you are calling from outside the UK, dial +44 1628 675566.

Office Opening hours are: Monday - Saturday 9am - 5pm

You can send birthday flowers, Christmas flowers and fresh flower bouquets for any occasion conveniently and easily by calling 01628 675566. We do not accept online International orders at present.

Here's the list of countries we can send flowers:
  • Abu Dhabi
  • Ajman
  • Al-Ain
  • Andorra
  • Angola
  • Anguilla
  • Antigua
  • Argentina
  • Aruba
  • Australia
  • Austria
  • Azores
  • Bahamas
  • Bahrain
  • Balearic Islands
  • Barbados
  • Belgium
  • Belize
  • Bermuda
  • Bolivia
  • Bonaire
  • Bosnia
  • Botswana
  • Brazil
  • Brunei
  • Bulgaria
  • Canada
  • Canary Islands
  • Chile
  • China
  • Colombia
  • Cook Islands
  • Corsica
  • Costa Rica
  • Croatia
  • Cuba
  • Curacao
  • Cyprus
  • Cyprus Northern
  • Czech Republic
  • Denmark
  • Djibouti
  • Dominican Republic
  • Dubai
  • Ecuador
  • Egypt
  • El Salvador
  • Estonia
  • Fiji
  • Finland
  • France

  • French Guiana
  • French Polynesia
  • Fujairah
  • Gabon
  • Germany
  • Ghana
  • Gibraltar
  • Gozo
  • Grand Cayman
  • Greece
  • Grenada
  • Guadeloupe
  • Guam
  • Guatemala
  • Holland
  • Honduras
  • Hong Kong
  • Hungary
  • Iceland
  • India
  • Indonesia (Bali & Sunbaya Only)
  • Indonesia (Bandung & Jakarta Only)
  • Iran
  • Ireland (Republic)
  • Israel
  • Italy (Inc. Sardinia & Sicily)
  • Ivory Coast
  • Jamaica
  • Japan
  • Jordan
  • Korea
  • Kuwait
  • Latvia
  • Lebanon
  • Lesotho
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Macau
  • Macedonia
  • Madeira
  • Malawi
  • Malaysia
  • Malta (Incl. Gozo)
  • Mariana Islands
  • Martinique
  • Mauritius
  • Mexico
  • Monaco
  • Morocco
  • Mozambique

  • Namibia
  • New Zealand
  • Nicaragua
  • Nigeria
  • Norfolk Island
  • Norway
  • Pakistan
  • Panama
  • Papua, New Guinea
  • Paraguay
  • Peru
  • Philippines
  • Poland
  • Portugal
  • Puerto Rico
  • Romania
  • Russia & Former Soviet Union Countries
  • Samoa
  • Sardinia
  • Senegal
  • Sharjah
  • Sicily
  • Singapore
  • Slovak Republic
  • Slovenia
  • South Africa
  • Spain
  • St Croix
  • St John (U.S. Virgin Islands)
  • St Kitts
  • St Lucia
  • St Pierre/Miquelon
  • St Thomas
  • St Vincent (W.Indies)
  • Suriname
  • Swaziland
  • Sweden
  • Switzerland
  • Syria
  • Taiwan
  • Tanzania
  • Thailand
  • Turkey
  • United Arab Emirates
  • United States Of America
  • Uruguay
  • Venezuela
  • Yugoslavia (Serbia/Montenegro)
  • Zambia
  • Zimbabwe

Can I send my flowers anonymously?
If you prefer being mysterious, we promise not to reveal your identity to anybody as long as in good faith. All information provided by the sender is kept anonymous for the Data Protection purposes. All the recipient will see will be the card message (only if you choose to include one).

Payment

How Can I pay for my Order?
We accept payment via all major credit cards and UK debit cards. We accept payment online via World Pay.

Can I pay for my order on delivery?
Sorry we can't accept 'payment on delivery'. All orders must be paid for at the time of pacing the order.

Amending Orders

How can I amend my order?
If you wish to amend your order, simply complete a form accessed via'contract us' menu.

Please ensure that you have quoted the order reference number, the recipient's name and address and delivery date in the e-mail. One of our team members will reply back or call you.

Please note that we can only guarantee to accept amendments if they are received at least 48 hours before delivery date of your order

How can I change the gift message?
Yes, you can change your gift message as long as you inform us at least 48 hours before delivery date. After that time, we cannot guarantee to be able to make the amendment.

Please complete the form accessed via 'contract us' menu and one of our team members will reply back.

I have ordered more than once. What can I do? HELP!
Please email sales@fleurdelisflorist.co.uk or use the 'contract us' menu at the top of the page and one of our team members will call you back to help you resolve the problem.

Will I be informed when the order is delivered?
Yes, you will receive emails informing you when your order has been delivered. On occasion, the delivery confirmation email is sent out some time after the order has been delivered.

If the order has not arrived before 6.00 p.m., please contact us immediately via the 'contract us' menu links at the top of the page and one of our team members will call you back to help you resolve the problem.

When can I contract you/customer services?
We are open Monday to Saturday 9.00 a.m. to 5.00 p.m. You can contact us via phone during these times or via 'contract us'menu links at the top of the page. Please note that, at some times, our team may not be able to answer your call immediately. We therefore recommend that you e-mail us or leave a message.

Delivery

Can you deliver at a specific time?
Although we offer a number of delivery options (morning or afternoon), we are unable to accommodate specific requests for delivery other than within these delivery times. If the request is for funeral flowers, we always confirm with the funeral directors the times flowers need to be delivered. Apart from this, we can only accommodate to get your deliveries done either A.M or P.M (between 9am and 5pm)

What can I do to ensure my order is delivered successfully?
A successful delivery depends on accurate information: the full name, address and postcode, telephone number of the recipient. Delivery instructions also useful if the property is difficult to locate or if the recipient is at a business, university or hospital. Here, as much information as possible (ward numbers, departments, etc.) can be done from your part to ensure the order gets delivered successfully.

Where do you deliver?
We offer delivery across the UK, which means you can send flowers to almost any postcode in England, Wales, Scotland and Northern Ireland. We also deliver to Channel Islands as part of UK. All this can be ordered via online. We can also deliver flowers to 140 countries. If you need to send flowers overseas please call our team on 01628 675566 or If you are calling from outside the UK, dial +44 1628 675566.

We despatch your orders directly from our base in Maidenhead, Berkshire to the following post codes which is basically a 10 mile /16km radius (HP9, HP10, RG10, RG42, SL1, SL2, SL3, SL4, SL6, SL7 and SL8). We have identify those as restricted products in our website. Everything else outside those post codes We have teamed up with Teleflorist network one of the biggest Global Networks of professional florists . We have chosen Teleflorist for their extensive network coverage, originality, high quality, fresh flowers, reputation, value for money and their capacity to inspire.

What is restricted delivery areas?
We are based in Maidenhead, UK (20 miles west of London). We can only deliver to a radious of 10 miles/16 km's from our base to ensure we keep those flowers fresh and we do not like to use courier's where flowers need travel in boxes for days and sit in warehouses and van's at different temperatures. If we did that the products you will receive will not be as fresh as the way we operate now. The restricted post codes we deliver to from our base are : HP9, HP10, RG10, RG42, SL1, SL2, SL3, SL4, SL6, SL7 and SL8. Everything outside those post codes for rest of UK, Channel Islands and 140 other countries we can send flowers, We have teamed up with Teleflorist network one of the biggest Global Networks of professional florists . We have chosen Teleflorist for their extensive network coverage, originality, high quality, fresh flowers, reputation, value for money and their capacity to inspire.

This way your order is freshly prepared by a very professional florist within 5 miles/8km's from the recipient and delivered by hand (No Boxes left outside in the rain/ flowers travelling for days via different couriers and sitting in warehouses etc at all different temperatures).

Can you guarantee delivery on specific days?
Yes, we can - except on Sundays and public holidays.

Where is my order?
You can 'Track your order' to find out your order status or the location of your flowers by typing your order reference number in the box at the top right of every page on this website. Hint: you can find your order number in any of the transactional emails you've received from us that relate to the order in question, or log in and look it up using 'My Account'.

Can you deliver flowers to Business Addresses and Hospitals?
Of course we can. It's very important, however, that you provide full and accurate information about a recipient in hospital, including full name, ward number and full hospital address.

For business addresses, we make sure your order is delivered during office hours. This is very important and if the offices are outside standard 9.00 am to 5.00 pm please advise. We can’t deliver to PO Boxes.

Can you deliver on Sundays?
Just like everyone else we also need a break , so we spend our Sundays taking plenty of rest and charging our batteries to make sure the rest of the week runs likes clockwork, so sorry we are closed on Sundays.

What time will the order arrive?
Unless you've specified in a special notes options, the flowers will be delivered between 9.00 a.m. and 5.00 p.m., Monday to Saturday. We always try and get special occasions like birthdays, anniversaries etc out in the morning where possible and if requested am or pm to deliver accordingly.

What happens when the recipient is not in when you deliver?
If the recipient is not in we will ask the neighbour next door if they mind accepting the order on behalf of the recipient. In the event that we're unable to leave the order securely with a neighbour, the flowers will be brought back to the florist shop and we'll contact recipient to arrange redelivery at no extra cost.

Either way, a card will be left at the recipient's address to inform them where the flowers have been left or to call us for re-delivery at no extra cost.

As we don't send flowers in boxes using curriers there is no risk of box left outside the recipients house and it's gone when they arrive or all damaged due to bad weather.

If the recipient is only available can you deliver before noon?
We most certainly can as long as you advise us at the time of placing the order.

Ordering Problems

I have not received order confirmation? What action needed?
We automatically send out an order confirmation email once we receive your order. However, sometimes customers do not receive these emails. If you want to double-check that we've received your order, please email us using the 'contract us' form (quoting your name and the recipient's postcode and delivery date)

How can I request an Invoice?
The easiest way to request an invoice is to login to 'My Account' and view your Order History. A PDF invoice can then be downloaded and printed.

I received flowers from you, can I know who they are from?
If we have not disclosed the senders information most likely by request. We are not able to disclose the details of the person sending the flowers unless they allow us to do so.

I have a problem ordering online. What can I do?
Simply fill in the 'contract us' and we'll do all we can to help you place your order. Or simply call us on 01628 675566 or If you are calling from outside the UK, dial +44 1628 675566.

I just placed an order to realise I have doubled the order by ordering twice. HELP?
Simply fill in the 'contract us' form and one of our team members will contact you to help you amend the order.

I have tried to submit payment but something went wrong. What can I do?
Simply fill in the 'contract us' form and one of our team members will contact you to help you complete your order.

Payment Problems

What is the quickest way to contact you if I have trouble paying for my order online?
If your payment has failed, it is very important that you try to contact us as soon as possible as, without payment, we are not able to deliver your order.

During our UK office hours, the best ways to contact us is to call us on 01628 675566 or If you are calling from outside the UK, dial +44 1628 675566.

If outside UK office hours, please fill in the the 'contract us' form and our team will do our best to contact you back as quickly as possible. Please note that you are advised not to provide credit card numbers via email. For your security, we recommend using our telephone-based support (which is completely secure) to make payment.

What happen if I don't pay before delivery?
We need to receive payment before we prepare your order for delivery, we regrettably cannot deliver the order without payment. It is therefore very important that you contact us as quickly as possible after receiving this notification of failed payment.

What has my payment failed?
There are a number of reasons why your payment could have failed. The most common reasons are that the bank has declined the card, the security code is incorrect, or the card limit has been exceeded. Sometimes, a credit/debit card may work on some e-commerce websites, but not on others. This is outside our control. Sorry! It might be a good idea to contract your credit card customer services or use another card and try again.

Delivery Problems

Recipient has informed they did not receive the order. What happens now?
Please fill in the 'contract us' form and one of our team members will contact you to help you resolve the problem.

Recipient has informed me the flowers were not what I ordered. What can you do?
In rare circumstances, our florists need to make last-minute changes to the flowers that they use to make up the arrangements. Although this is regrettable, it is normal practice due to the possibility of damaged or poor quality flowers being received from the growers, as stated in our terms and conditions. Where it is necessary to substitute flowers, we will do our best to inform you before the flowers are dispatched. However, in some cases this is not possible. Rest assured that our florists will always use flowers that are of a similar style and colour and of equal or greater value to your original order.

Delivery confirmation shows that my order was left in a secure location or with neighbours. What does this mean?
In the event that we are unable to leave your order with the recipient, we will try to leave it securely on the property or with the neighbour next door. If this is the case, our drivers will leave a message card for the recipient telling them where order is left.

I requested AM or PM delivery but they were delivered late or early. What can I do?
Due to unforeseen circumstances, our drivers may not reach the recipient's address on time. Clearly, this isn't ideal and if our drivers think that they may arrive late, we will do our best to inform you and/or the recipient.

If you are unhappy that the order arrived later or earlier than the delivery slot that you requested, please fill in the 'contract us' form and one of our team members will contact you to help you resolve the problem

Why couldn't you deliver my order?
We do our very best to ensure that your recipient receives the products you have ordered. However, there are sometimes problems that prevent us from delivering. These include the recipient not being at home, our drivers being unable to find somewhere secure to leave the order, problems with the delivery address provided. Where possible, the details above provide the reason why we weren't able to deliver. We will contract you as soon as we know if there is a problem with delivery.

What is a UK post code?
Postcodes are similar to ZIP codes in the US. Each postcode generally represents a street, part of a street, or a single premises.
The format of UK postcodes is generally:

LN NLL
LNN NLL
LNL NLL
LLN NLL
LLNN NLL
LLNL NLL

where L signifies a letter and N a digit.
For more information, please see http://en.wikipedia.org/wiki/UK_postcodes .

Why post codes so important?
Without a complete address and postcode, we are unable to guarantee to deliver your order. It is therefore very important that the address is complete and that it matches the postcode provided.

Where can I find the correct post code?
You can find the correct postcode for any address in the UK by visiting:

http://www.royalmail.com
or
http://www.192.com

This is what some of our customers say

I have ordered flowers from Fleur de Lis many times and have been consistently thrilled with the products; beautiful fresh flowers, excellent professional service, great value for my money and delighted clients, family and friends! Thank you so much.