How can we help you?
For further information regarding any of the topics listed to the right, click on the heading to reveal some FREQUENTLY ASKED QUESTIONS and additional information that may be of interest to you.
If you don’t find the answer to your question, please Contact Us and our Customer Services Team will be more than happy to help you.
Returns & Refunds
Using the Website
Email Newsletters & Promotion Codes
What is LovelyFlora World’s delivery information?
Delivery is FREE for all orders on LovelyFlora World.
All our products are delivered first class straight into the Royal Mail system and will be delivered within one (1) – two (2) working days.
Please remember that first class items are not guaranteed next day delivery. Whilst we expect 90% of our products to arrive the next working day, it may take longer to arrive, particularly during peak periods (i.e. Valentine’s Day, Mothers Day, Easter, Christmas etc.
All products are delivered by first class Royal Mail may not need to be signed for by the recipient.
ALL deliveries will be made between 07:00 and 21:00 Monday – Saturday (excluding Sundays and Bank Holidays).
What time do I need to place my order by?
You will need to place your order by 17:00 Monday – Friday so it can be dispatched on that day.
Can I track my order?
Our delivery carrier, Royal Mail does not provide a delivery tracking service and we are unable to control the delivery process. However, we will do whatever we can to rectify and investigate any problems caused by delayed delivery or undelivered items.
What happens if the recipient is not home when the order arrives?
Someone needs to be in when your parcel is due to be delivered as we may need a signature. Don’t worry if you aren’t as our carrier usually tries to deliver more than once. Alternatively they will leave a card confirming they have either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.
What should I do if my order isn't delivered?
If your order has not been delivered within the timescales, please Contact Us. Please remember to include your order number within your message as this will help us speed up the search for your order.
If we're unable to locate your parcel, we will send you a ‘Missing Order Form’ to sign and return, which will act as a declaration of your claim. Upon receipt of your declaration, we will investigate the claim and advise you of the outcome within 4 working days. If appropriate, a refund will be issued to the credit/debit card used for your purchase.
An item is missing from my order?
If an item is missing from your order, please Contact Us and let us know exactly what is wrong with your order. Please remember to include your order number within your message as this will help us speed up the search for your order details.
If we are unable to locate your missing items, we will send you a ‘Missing Order Form’ to sign and return, which will act as a declaration of your claim. Upon receipt of your declaration, we will investigate the claim and advise you of the outcome within 4 working days. If appropriate, a refund will be issued to the credit/debit card used for your purchase.
Are flowers perishable products?
Yes, perishable products are those that go bad after a short time when harvested.
What is your cancellation policy for perishable products?
Unfortunately, in the case of perishable products like flowers you cannot cancel at anytime. Should you wish to cancel prior to the time of delivery, we shall be entitled to charge you in full for an amount equal to the price of the perishable items contained in your order.
What is your cancellation policy for non-perishable products?
In respect of non-perishable products, you have the right to cancel up to seven (7) working days following the delivery of the goods by notifying us by telephone or e-mail. We will arrange with you for cancelled non-perishable goods to be returned to us, and we will credit your payment card with their price within a reasonable period of the day on which cancellation was given (provided payment has already been debited to your payment card).
What happens if a product is faulty or damaged?
It is important to note that flowers are perishable products and we need to be informed of any problem with your order within two business days after the delivery date to give us the best chance of successfully resolving the issue. We will, at our discretion, consider issues raised, but reserve the right to refuse a refund or replacement.
How do I register with LovelyFlora World website?
Can I browse without creating a LovelyFlora World account?
You can browse on our website and add items to your basket without creating an account.
Once you've found the items you wish to buy, you can select your delivery day and add to your basket, you can then begin the checkout process. You can go straight to checkout to pay for your goods.
You can also opt to create an account with us so that shopping with us will be even easier. You can retrieve your details and chosen delivery address(es) when placing future orders. You’ll be asked to set up a password to access your account.
When you're ready to complete your order, click the ’place order’ button. Soon after, you'll be sent an order confirmation email.
Can I change or cancel an order once checked out?
We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.
However, you can return any unwanted non perishable items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.
We try hard to accept all returns. Returns to us need to have the original tags still on them but need not be returned to us in the same packaging in which they were delivered to you. However it is your responsibility to ensure that the returned items are packaged well enough that they won’t be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.
Why can't I sign into my account?
If you’re having trouble signing in, please check you’re using the same email address and password you used to register with us. Our passwords are case sensitive, so check you haven't accidently left Caps Lock on.
If you forget your password, you can reset it, by clicking on the forgotten password link on the login page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please check your spam/junk mail folder in case it makes its way there.
How can I pay on your site?
You can pay using any of the following:
- Visa and MasterCard credit cards
- Visa Debit, Visa Electron, Maestro, Solo and Mastercard debit cards
- American Express card
When you create an account with us you have the option to save your card details. This is not mandatory however it will help speed up the checkout process next time you shop with us. We keep these details absolutely secure for you.
Is your website secure?
We protect any personal information you provide on a secure server. We also operate a secure SSL 128-Bit Encrypted payment system, so you can be sure your orders are being processed safely.
When in the checkout, you’ll see our VeriSign secure certificate, confirming your data is safe. Depending on which browser you are using, this can be accessed by clicking on the padlock symbol in the address bar (Microsoft Internet Explorer, Google Chrome, Apple Safari).
Will I be charged VAT?
All LovelyFlora World products include UK Value Added Tax (VAT), where applicable.
When is payment taken from my card?
We ask your bank for authorisation of your debit/credit card when you place an order with us. If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.
When will I receive my order email confirmation?
Once you have successfully submitted your order, you will receive an automated email confirming your order details. Your order will then be processed by our florist team.
Please save this confirmation for future reference to check the status of your order.
If you do not receive an order confirmation within an hour:
- Check your spam /Junk email folder
- You may need to add LovelyFlora World emails to your trusted or safe sender’s contacts to ensure you receive our timely communications or newsletters.
Can I include a message with my flowers?
When you are sending flowers you can include your personal message which you can enter when you place your order. The message will printed on a small card, so it should be short and sweet. Be sure to include your name so your recipient knows who is sending the gift as your name is not automatically included.
Can I send my message anonymously?
You can choose not to put your name on the personal message card. Under the Data Protection Act we are bound NOT to reveal your personal details.
How can I keep up to date with LovelyFlora World news and promotions?
You can subscribe to receive all the latest news and promotions from LovelyFlora World any time by entering your email address at the bottom of our website pages. You can also opt in to our email newsletters when you create an account; just tick the box to sign up. We’ll only send you email newsletters if you ask us to. We’ll never pass your details onto anyone else and you can unsubscribe whenever you like.
How do I remove my email address from your mailing list?
You can remove yourself from our email mailing list by clicking on the unsubscribe link at the bottom of the email you receive from us. If you have an online account, you can unsubscribe within My Account.
Where do I enter my promotion code?
When placing an order with us, select the items you wish to purchase and enter your promotion code within the promotional code box found in your shopping bag at the bottom of the page. Click the 'apply' button and the relevant discount will be applied to your order.
Why doesn't my promotion code work?
Your promotion code may have expired. Please check the validity dates and times of the promotion code you are trying to enter.
I need further help?
If you need help placing an order or have any other questions, please contact our Customer Services Team at Contact Us.
What hours are your Customer Services team available?
Our Customer Service team are available from Monday to Friday: 9am-8pm (UK time).
Your queries are important to us and we aim to respond within the next 24 - 48 working hours but hope that we will be able to help much sooner.