The fastest way to find the answers to any questions you may have is by browsing the Frequently Asked Question (FAQ) tabs listed on this page.
Need to speak to someone? To get you through to the right Customer Care expert, contact us through the tab that’s most relevant to your question. We will endeavour to get back to you as soon as possible.
Our courier delivery should arrive on your chosen day and their helpful tracking gives lots of details if there are any issues. It can arrive on your chosen day any time during business hours 9am-6pm but if it doesn’t arrive within this time, or for any other issues, please get in touch with us at 'Contact Us'.
In most cases if the tracking looks off, it’s just been entered wrong, so do check with your recipient that they haven’t still made their way through the system and arrived!
Common Courier Tracking Issues:-
Sent to the wrong depot? This can very occasionally happen and is one of the reasons we make it clear that Courier Next-Day Service isn’t a guaranteed service, they should rectify this and get them delivered the next working day.
Gone back to the delivery office? We try and make it really clear to all drivers that these should be posted, left safe or with a neighbour, however occasionally they cannot do this, so they’ll leave a card and the deliveries will all be fine even if they can’t be collected for an extra day.
Doesn’t look like the tracking has moved at all? This can occasionally occur on the day, but with Couriers there’s always a small chance they can take an extra working day to arrive. If it still hasn’t moved on the morning of day 2, please let us know and we can put this right.
If they are Letterbox Flowers, then no! No signature is required for our blooms as we understand the importance of your flowers being there when you can’t be yourself. Alternatively, if for any reason the postman can't post the flowers, they are asked to leave the flowers somewhere safe or with a neighbour, where possible.
If they are from our Hand-tied /Subscription Flowers then posting through your letterbox is not an option. Again we ask where possible for the flowers to be left in a safe place or with a neighbour, but with a bigger box this is not always possible.
If your tracking says “delivered” but you can’t find it anywhere, please double check the following:
- Is the address on your dispatch email definitely the correct address?
- Is there a ‘left safe’ card anywhere? maybe fallen down behind/under something?
- Has it been left safely somewhere around the property? An outbuilding/shed/gateway? Has one of your neighbours kindly taken it in for you?
- Has your tracking link got a photo or any more detail on where it might have been left?
If it still can’t be tracked down after trying the above, please do get in touch with our Customer Care Team and tell us the address it should have arrived to. We will of course make this right for you.
How do your flowers appear?
Looking a little droopy?
Don’t worry! We do send all our blooms dry so they will need re-hydrating when they arrive. Both flowers and greenery use water to prop-up their stems, so if yours look a little down, they’ll just need a little trim off the stem-ends and placed in water overnight. The support of other stems around them to also help them come to life.
Looking flat and sad?
Some stems may look a little flat at first, they are just thirsty, give it 24hrs and you will see them bloom!
Roses looking tired?
We keep the 'guard' petals on our roses to protect them during transit to you. These are the oldest and tough outer petals which can make the flower look tired and brown. Once you gently remove the outer 2-3 petals you'll reveal the new and soft petals inside and allow the flower to begin opening up once it's been trimmed and dropped into some water.
Broken or damaged stems?
While we do our very best to protect your flowers on their journey to you, very occasionally they can have a bad trip. If you’re worried about yours, just get in touch with our Customer Service team. So we can help you quickly, please tell us your order number and delivery postcode and attach 1 or 2 photos of the stems you are concerned about.
Email us
A member of our Customer Care team will take a look at your request and we will be in touch shortly with an update.
Our blooms are sent out dry and in bud so we do find that upon arrival they do need a good trim and at least 24 hour in water to fully revive and start to bloom.
From bud to bloom
We do send our blooms out in bud this means that upon arrival the bouquet may not look quite as expected. Once the blooms have been trimmed and arranged in a vase you will see that the delicate buds start to open over the next few days. This gives the recipient the chance to enjoy the full life cycle of each bloom.
We do send our blooms out in bud this means that upon arrival the bouquet may not look quite as expected. Once the blooms have been trimmed and arranged in a vase you will see that the delicate buds start to open over the next few days. This gives the recipient the chance to enjoy the full life cycle of each bloom.
Trimming top tips
Trimming your stems by at least 3-5cm allows water inside to hydrate them. Always cut them at an angle to give them as much surface area as possible to drink from! Re-trim them every few days when you refresh your vase water to keep your flowers happy for longer.
Which vase?
We highly recommend a vase that’s about 30cm tall with a wider base than its neck. This shape helps your bouquet look really nice and full. See our photo. The wide vase makes our flowers splay out the vase with the narrow neck makes the flowers look perfectly styled, because they're held together at the waist. It really simple, once you know!
Substitutions
Each stem we send is unique and so on rare occasions, colours may vary or our florists will substitute stems to give you the highest-quality bouquet. If we do ever have to make a change to your bouquet we will be sure only to supply an upgraded stem as substitute.
If you're still worried after 24 hours then please get in touch with our Customer Care team through the below button. So we can help you faster, please tell us your order number and delivery postcode and add 1-2 photos of your flowers once you've trimmed them and arranged them in your vase.
Email us
A member of our Customer Care team will take a look at your request and we will be in touch shortly with an update.
Every stem is unique so sometimes colours vary or we'll need to use a substitution to give you the best bouquet! We try wherever possible to always send something similar and equally as lovely.
Email us
A member of our Customer Care team will take a look at your request and we will be in touch shortly with an update.
Please get in touch with our Customer Service team below and someone will be happy to help you. So we can help you as quickly as possible, please tell us your order number and delivery postcode and let us know exactly what’s missing.
If you think you are missing an add-on item such as scissors/gifts etc., don't forget to thoroughly check in the box and under the kraft paper.
Didn’t get any or require more flower food?
Don’t worry. It’s easy to make your own flower food at home. Just add a pinch of sugar to your fresh vase water. This will help to give your flowers a little bit of energy. Refresh your vase water and add a pinch of sugar every few days for best results!
Email us
A member of our Customer Care team will take a look at your request and we will be in touch shortly with an update.
We take the quality of our flowers and plants very seriously and only choose ones we’re sure will last with the right care.
We guarantee most of our flowers last for 7 days. Some may last longer and with regular stem trims and water changes can last up to 10 days. But you’ll find that other stems naturally don’t last as long and will need taking out of your vase earlier.
Spring blooms such as tulips and peonies are only guaranteed to last 5 days as they have a naturally shorter vase life than our other blooms.
All of our plants are guaranteed to last for four weeks from the delivery date. But with the right care and attention it’s possible to keep them happy for longer!
If this is not the case, please get in touch with our Customer Delight team below. To make it quicker for us to diagnose and fix things, please share your order number and delivery postcode, and some photos of your flowers trimmed and in vase, or your plant.
Email us
A member of our Customer Care team will take a look at your request and we will be in touch shortly with an update.
Got a discount code you’d like to use? Just pop it into our special-code box at checkout (in the ‘review order and pay’ section). Got an email with a discount code in? Click through to our site from the email and we’ll automatically add your code. You’ll know we’ve done this because the original prices will be crossed out and lower prices listed next to them!
Discount code not working? Remember, you can only use one code at a time, do check if you already have one applied and that the code you are using is still valid for use.
Forgot to add a discount code to an order you’ve placed? Don’t worry. Just get in touch with our Customer Service team below with your order number and the discount code you meant to use and they can apply it retrospectively for you.
Want to know the T&Cs of your code? Check your email or click here.
Email us
A member of our Customer Care team will take a look at your request and we will be in touch shortly with an update.
We currently only deliver to UK - we hope to open up delivery to outside the UK in the near future.
Unfortunately we can’t deliver to the Channel Islands, BFPO boxes or any country outside the UK
At checkout you will be offered the opportunity to specify your delivery date. Our standard delivery service 'Free Next Day Delivery' will ensure it's safe arrival between 9am-6pm (it is not a guaranteed service and can occasionally arrive on the second day). All subscription packages are delivered on a Thursday (weekly/fortnightly/monthly), no other day can be specified.
You have an hour after placing your order to change the following parts yourself via My Account:
- Delivery dates
- Gift-card messages
- Delivery addresses
If you’d like any help, or if you need to change something else, just get in touch with our Customer Care team, click here.
Email us
A member of our Customer Care team will take a look at your request and we will be in touch shortly with an update.
* We can only guarantee changes that are made (at least) 48 hours before your delivery date. And this still may not be possible during our busiest times around Christmas, Valentine’s Day and Mother’s Day. But always give it a try and let our Customer Service team know, and they will help where possible.
Need to cancel an order? Don’t worry. You can cancel your order within an hour of placing it by logging into My Account and hitting the ‘cancel’ button there.
Cancelled an order by mistake? The quickest way to fix this is to place your order again.
If you need any help with cancelling (or uncancelling) your order, just get in touch with our Customer Care team. They’ll come back to you as soon as they can!
Whether you are looking to treat yourself or someone else, we have a selection of flower subscriptions available to suit you. You can choose between a “Pay now” subscription (perfect for gifting!) or an ongoing “Pay as you go” subscription.
- Please note that ALL subscriptions are delivered on a THURSDAY only to ensure that we have the freshest possible buds and flowers available for every delivery.
Pay now
Pay upfront for all deliveries for 12 months, in either weekly, fortnightly or monthly frequencies. You can pause (up to 4 times in a year) or redirect at any time.
Pay as you go
Payment is taken automatically 3 days before delivery. You can cancel, pause or redirect at any time.
Each delivery, you will receive a box full of the freshest seasonal flowers, hand chosen by our talented Flùr florists.
At checkout you will be offered the opportunity to select which Thursday you would like to have your subscription started/delivered - note that all subscriptions are delivered on a Thursday, no other day can be specified.
My flowers haven’t arrived
Whilst very reliable our courier deliveries are 95% likely to arrive on your chosen date, it is not a guaranteed service and can arrive on the second day. Their helpful tracking gives lots of details if there are any issues. It can arrive on your chosen day any time between 9am-6pm but if it doesn’t arrive within this time, or for any other issues,please get in touch with us
If you’d like any help, or if you need to change something else, just get in touch with our Customer Care team, click here.
Email us
A member of our Customer Care team will take a look at your request and we will be in touch shortly with an update.
You can cancel your ongoing subscription at any time, please click below to submit your cancellation request. It's really helpful if you can give us a reason as to why so we can improve the service going forward so please add this in the question field. Someone from the Customer Service team will confirm the cancellation within the next 48 hours.
Cancelled an order by mistake? The quickest way to fix this is to place your order again.
Please note that if your latest delivery has already been processed it may be too late to stop it arriving, but we'll of course cancel this ongoing for any future deliveries. It is not possible to cancel pay upfront/fixed term subscriptions for 12 months.
I am the recipient, how do I make changes to my subscription?
Gifting for Flùr Flowers Subscriptions allows one person to purchase a subscription product for someone else. It then shares the subscription between the purchaser and recipient giving them both the ability to manage the subscription for the rest of its life cycle.
Top tips for resolving any issues before getting in touch:
- Make sure your internet is connected (either to strong 4G or Wifi).
- Make sure all fields in the ordering form are completed.
- Make sure your online browser or app is updated to the latest version.
Please get in touch with our Customer Service team so that they can help sort this out for you. So they can help quickly just give them as much information about the problem you are encountering e.g. any error messages you are seeing and the type of device you are using.
Email us
A member of our Customer Care team will take a look at your request and we will be in touch shortly with an update.
Head over to My Account to update your email preferences.
I've unsubscribed, why am I still receiving emails from you?
We are so sorry! This may mean you have more than one account with us under different email addresses, please do check you are unsubscribed from each of your accounts.
We’re a growing company and always love to hear feedback from our customers. If you enjoyed your blooms, it would be lovely if you could share your experience on Facebook or Instagram.
The fastest way to find the answers to any questionsyou have is by browsing the FAQ tabs listed on this page or send us your question using the button below.
Email us
A member of our Customer Care team will take a look at your request and we will be in touch shortly with an update.