Can I amend my order?
Once you have placed your order, you can contact our Customer Service team to change the message, date and address no later than 24 hours before your chosen delivery date. You may not be able to change the details if the flowers are already out for delivery, but we will always do our best to accommodate your request where possible.
Can I cancel my order?
Once you have placed your order, you can contact our Customer Service team to cancel it no later than 36 business hours before your chosen delivery date. If a lesser period of notice is given, we will only give a refund if we have not started preparation of your order at the time notice is given. We cannot accept cancellations for Next Day or Same Day orders.
Due to the nature of our fresh flowers, there may be occasions where we have to substitute them. If this happens, we will always endeavour to choose the next closest colour or variety. If we feel that the colour is very different or we need to choose a different product entirely, we will always alert you in advance of your delivery. Please also note that appropriate substitutions may be made when flowers are reaching the end of their season.
How are my flowers packaged?
FOR LONDON DELIVERY: Your flowers will be wrapped in our bespoke brown paper and delivered directly to your door. If you are sending your flowers as a gift, they will be wrapped with our FLOWERBX branded ribbon and gift bag, along with your personalised gift message. All flowers will arrive with a hydrated water pad around the stems to keep them as fresh as possible in transit.
FOR NATIONAL DELIVERY: Your flowers will be wrapped in our bespoke brown paper and presented in one of our FLOWERBX branded boxes to keep your flowers secure in transit. If you are sending your flowers as a gift, they will be wrapped with our FLOWERBX branded ribbon along with your personalised gift message. All flowers will arrive with a hydrated water pad around the stems to keep them as fresh as possible in transit.
What if I don’t receive my order confirmation email?
If you do not receive a confirmation email within a few minutes of placing your order, please double check your junk folder in case it has been routed there. You may need to mark us a ‘safe sender’ to ensure all future emails are directed to your inbox. If it’s still not there, you may have entered your email address incorrectly at the time of placing your order in which case please contact our Customer Service team who can rectify this for you.
My flowers aren’t fresh. What do I do?
If the flowers do not meet our own high standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the poor quality or damaged flowers within 72 hours of receipt in order to be eligible for a refund or replacement. If you have ordered accessories from us and you are not happy about the condition in which they have been delivered to you, please contact our Customer Service team so that we can help you.
Where do you deliver to?
FLOWERBX currently delivers to all postcodes within the UK except for the following:
Northern Ireland – BT Postcodes
Channel Islands (Jersey, Guernsey, Alderney, Herm, Sark) – JE & GY Postcodes
Isle of Man – IM Postcodes
Scottish Highlands – AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands – HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
Scilly Islands – TR21-25.
To visit our global sites, please see the links below:
France & Belgium: www.flowerbx.com/fr
East & West Coast: www.flowerbx.com/us
Can my delivery be left in a safe place?
FOR LONDON DELIVERY: Yes. When you place your order, you can specify your delivery preferences to include instructions when no one is home.
FOR NATIONAL DELIVERY: You will receive a tracking link from DPD or UPS informing you when your order is on its way. It is helpful to be in on the day of the delivery. If you are not going to be in, they will automatically try to leave your parcel with your neighbour. Not everyone gets on with their neighbours, so if you want to tell them your preferred neighbour, or a safe place at your property, enter your reference number once you receive the tracking link and you see/ update your options.
My flowers haven’t arrived. What do I do?
FOR LONDON DELIVERY: If your flowers haven’t arrived between our usual 8am-8pm schedule, you can contact our Customer Service team who can check directly with our drivers. Please note that we do not take responsibility for incorrect addresses. In the occasion that an incorrect address is given to us, we will do our best to redeliver the following day providing the updated address is within a reasonable range of our delivery area. An admin fee equivalent to the cost of standard delivery will be applied.
FOR NATIONAL DELIVERY: For UPS or DPD tracked deliveries, we'll email you a tracking link when we send your order out so you can see where the delivery is. If you have not received your order, please contact our Customer Service team who can help you with this. Please note that we do not take responsibility for incorrect addresses.
What products are available to send Same Day?
We have a limited range of Same Day flowers based on what is popular and in season right now. You must order directly through our Same Day page which you can view here. Same Day delivery is available Monday-Saturday until 1pm.
Please Note: deliveries may be made up until approximately 10pm.
Which postcodes do you deliver to?
To see which postcodes we deliver to, please click here.
Can I get a VAT receipt with my order?
Yes. To receive a VAT receipt or invoice please send an email to firstname.lastname@example.org with your order number and we will send this to you.
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard and American Express. You can also pay for your order via PayPal.
I’m having trouble re-setting my password on my FLOWERBX account.
If you’re having trouble logging into your account, simply click on ‘Forgot Your Password’ and you will receive a reset password email within a few minutes in your inbox. If you do not receive this, you may have entered your email address incorrectly when registering your account in which case please contact our Customer Service team who can advise further.
I need to update my personal details on my FLOWERBX account.
You can easily log into your account at any time to change your personal details, including address and payment information. Once logged in, click on My Account and you can easily edit and manage your personal information from here.
How do FLOWERBX subscriptions work?
We are pleased to offer FLOWERBX subscriptions across the United Kingdom, allowing you to experience the season's best flower varieties with each delivery. It’s as easy as selecting:
- Arrangement Option – Classic, Premium or Rose
- Size – Medium or Large. The Rose subscription is available in a standard size.
- Subscription Type: Personal or Gift
- Length of Subscription: You may select a 3-, 6-, 12 months, or ongoing gift subscription. Personal subscriptions are ongoing.
- Delivery Frequency – Weekly, Fortnightly or Monthly
With your subscription you will receive free delivery and a complimentary, signature FLOWERBX vase with your first delivery.
FLOWERBX will take care of the rest and will deliver the seasons’ freshest blooms direct from our florists to your doorstep.
Can I personalise my subscription with flowers of my choice?
Each subscription option is carefully curated by FLOWERBX flower specialists. Our florists select the very best and freshest varieties of the moment for deliveries that surprise and delight every time; as such, the current subscription offering does not allow for personalisation. For bespoke flower delivery services, please contact Customer Service and a member of our team will be happy to assist you in any, and all, of your floral needs.
What are the differences between the Classic and Premium subscriptions?
Each and every FLOWERBX delivery is uncompromising in quality, freshness, convenience and value. Whether you choose a Classic or Premium subscription, each delivery will allow you to discover our extensive range of the highest quality flowers, always sourced direct from the grower meaning your flowers will always be days fresher than those you can buy from a shop or the market.
The Classic subscription celebrates the season's floral favourites, while the Premium subscription allows you to discover the finest and rarest varieties of seasonal flowers available.
Can I change my subscription type or size once it’s started?
For any modifications to your subscription type or size, please contact Customer Service and a member of our team will accommodate your desired changes.
What can I do if my postcode is not available?
We are working very hard to service a greater number of delivery locations and make our extraordinary flowers available everywhere. If your postcode is not yet available, we encourage you to sign up to our newsletter and follow us on Instagram for the latest news and updates on expanding delivery locations.
How can I manage my subscription?
The My Subscriptions tab in My Account gives you the freedom and flexibility to manage your flower subscription to suit your needs.
Updating your delivery date
Your first subscription delivery will arrive on the delivery date selected at checkout. All subsequent deliveries will arrive on the same week day as your first delivery. To update your ideal delivery date, select the My Subscriptions tab in My Account, then chooseEdit to modify delivery dates. Please note that you will need to update the information at least 4 business days before your next scheduled delivery.
Updating your delivery address
You can update your delivery address under the My Subscriptions tab in My Account by selecting Edit and entering your new delivery information. Please note that you will need to update the information at least 4 business days before your next scheduled delivery.
Updating your delivery frequency
For our subscriptions service, we offer weekly, fortnightly and monthly flower deliveries. Currently, it is not possible to change your delivery frequency under My Account. For any changes to the frequency of your flower deliveries, please contact Customer Service and a member of our team will do their best to accommodate your request.
Updating your payment information
You can update your payment information under the My Subscriptions tab in My Account, by selecting Edit and entering your updated payment information. Please note that you will need to update the information at least 4 business days before your next scheduled delivery.
Pausing your subscription
Taking a trip? You may pause your subscription under the My Subscriptions tab in My Account. Alternatively, you are also welcome to contact Customer Service and a member of our team can assist in pausing your subscription. Please note that you will need to update the information at least 4 business days before your next scheduled delivery.
Cancelling your subscription
Circumstances change and you may need to cancel your subscription. Although we would be sorry to see you go, you may cancel your subscription under the My Subscriptions tab in My Account. Alternatively, you are welcome to contact Customer Service and a member of our team will assist you. Please note that you will need to update the information at least 4 business days before your next scheduled delivery.
When do you take payment for each delivery?
To prepay the full amount for your subscription: select the Prepay option when you place your first order.
To pay per delivery, select the option upon checkout and we will debit the payment approximately 3 days before each delivery date. You may check your delivery calendar under the My Subscriptions tab in My Account.
What does "ongoing" mean for a personal subscription?
Our goal is to make floral services as seamless and convenient as possible. To do so, subscriptions are ongoing after an initial 3 month period so that you may continue to enjoy our extraordinary flowers with less hassle. This simply means that you will receive, and be charged for, flower arrangements at whichever frequency you choose (weekly, fortnightly, or monthly) with a minimum of 3 months.
Subscriptions remain ongoing unless you choose to cancel your subscription altogether. Should you, for any reason, wish to cancel your subscription, you may do so under the My Subscriptions tab in My Account. Alternatively, you may contact Customer Service and a member of our team will assist you. Please note that you will need to update the information at least 4 business days before your next scheduled delivery.
Are your plants real or artificial?
All of our plants are real, indoor plants and are ideal for both the home and office.
Where do you deliver your plants to?
Some of our plants can only be delivered within London due to the nature and size of the plant. To view the list of postcodes we deliver to in London, please click here (insert link to London postcodes). For plants outside of London, you will be able to see which varieties are eligible for delivery nationwide, as they will not include a ‘London Only’ tag.
How are your plants packaged?
FLOWERBX plants are delivered in a simple, purposeful white or chocolate plastic pot and can be re-potted if desired.
FOR LONDON DELIVERY: Your plant will be hand-delivered directly to your chosen address.
FOR NATIONAL DELIVERY: Your plant will be potted and packaged inside a box directly to your chosen address.
How do I care for my plant?
The plants we source are relatively low-maintenance but it’s very important that you do care for your plant in the right way. You can view general ‘care’ instructions in the description of the product page of each plant. As a general tip, it is important not to over-water your plant. The plants also do not favour too much direct sunlight so although they will thrive in a well-lit spot, consider where you will be placing your plant.
My plant doesn’t look like the image online, what can I do?
We have made every effort to deliver to you a plant that as closely as possible resembles the plant which we display online on our website. As with all living things, naturally there will be some variation. If in the occasion you have received your plant and it is not quite as you expected, whether that be general appearance of size, please contact our Customer Service team within 48 hours of receiving your order. We will always accommodate exchanges and returns of plants where possible provided you have contacted us within the given timeframe.
My plant is in poor condition, can I return it?
If you receive a plant that you feel is in poor condition, please contact us within 30 days of receiving the item. We also request that you email us a photograph of the damaged or faulty plant so that we can send it to our Product Team to be reviewed. For issues beyond our control such as: airborne pests and diseases such as fungal leaf spot, we cannot accept any responsibility beyond 30 days.
Where do your flowers come from?
For the most part, our flowers are sourced directly from Holland’s unique flower auctions. Specific varieties are procured from the source in further-afield locations such as Costa Rica, Israel, Thailand, Italy and Ecuador.
I have some feedback on my flowers
We really value customer feedback be that the "good" or the "not so good." If you do need to get in touch with our Customer Service team, we will be on hand to help answer your query.
How can I make the most out of my flowers?
To keep your flowers as fresh as possible, we recommend trimming the stems at a 45° angle on receiving them and changing the water every few days. Your flowers will also benefit from the use of flower food. It’s important to keep them away from direct sunlight and heat and instead place them in a cool environment. Most flowers will perform best if kept in temperatures between 10 and 15°c.
Which flowers are safe around pets?
The following flowers are highly toxic to cats, so we highly discourage you from keeping them near your pet:
The following flowers are highly toxic to dogs, so we highly discourage you from keeping them near your pet:
Can I return my order?
Please understand that due to the perishable nature of flowers, we are unable to accept returns on these products. If you wish to return any accessories, you can do so within 14 days of the date on which you received your order. We will refund you the price you paid for the products, along with the standard delivery cost which you paid. You will need to pay any costs associated with returning the products.
Please note, we do not accept returns on any alcohol or non-perishable food products.