ORDERS

I’m having issues using the FLOWERBX website, can you help? 

Our customer care team is always happy to help if you are struggling to place an order online. Please email them with your billing and delivery address, gift note message and the products or flowers you’d like to order. Following this, a member of our team will be in touch with a safe online payment link. Once payment has been approved, we’ll confirm your order with an email.

I’ve received a FLOWERBX subscription gift card, how do I redeem it?

Lucky you – you’ve been given the gift of extraordinary flowers! To redeem your FLOWERBX subscription gift card, please follow the steps below to get started. 

• Begin by opening this link: https://www.flowerbx.com/uk-subscription
• Select the ‘gift’ subscription option
• Choose your  subscription type, frequency and length
• As your subscription has been prepaid, be sure to select the "Pay Subscriptions in Full Now" option
• Select your first delivery date
• Add the subscription to your basket
• You can explore further information here: https://www.flowerbx.com/start-your-subscription   
• Once these steps are completed, head to your basket and add your gift card code at the checkout.
• This needs to be copied in the Redeem FLOWERBX Gift Card section.
• Please note, a payment card will be required to complete the order even if your gift card covers the whole amount. 

Can you source flowers that are not on the website?

We will always do our best to source whatever flowers you are after. Should you be looking for a variety that isn’t currently on site, please email us with the name of the flower variety that you are interested in ordering along, with the quantity required (in stems). Once we have this information, our product team will be able to look into whether this is a variety we can get hold of for you. Please note, minimum stem counts will apply and access to specific varieties is seasonally dependent.

Can I amend or cancel my order?

Once you have shopped with us, we are happy to make changes or cancel your order if possible. Should you want to edit the gift message, change the delivery date or address,  please get in contact with our customer care team no later than 24 hours before your original delivery date. Please note, you may not be able to make changes to these details if the flowers are already out for delivery, but we will always do our best to accommodate your request where possible.
Should you wish to cancel your order, please allow no less than 36 business hours before your chosen delivery date. If a lesser period of notice is given, we will only be able to supply a refund if we have not started preparing your order. We cannot accept cancellations for next-day or same-day orders. 

Do you ever substitute flower varieties?

Due to the nature of our fresh flowers, there may be some occasions – including availability and quality control –  where we have to substitute your chosen flower variety. If this happens, we will always choose the next closest shade and/or style as a swap. If we feel that the colour or variety is very different from what you’ve ordered or we need to choose a different product entirely, we will always alert you in advance of your delivery. Please note, appropriate substitutions may be made when flowers are reaching the end of their season.

How will my flowers be packaged?

Your FLOWERBX order will arrive in one of two ways, depending on where in the UK we are delivering to. 

FOR LONDON DELIVERY

Your flowers will be wrapped in our signature FLOWERBX 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 signature FLOWERBX paper and delivered in a secure branded box. 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.

I haven’t received an order confirmation email, what should I do?

If you haven’t received an order confirmation email within a few minutes of completing payment, then please double check your junk folder in case it has been routed there. Should this be the case, you may need to mark us a ‘safe sender’ to ensure all future emails are directed to your inbox. If your order confirmation isn’t there, please get in touch with our customer care team who will be able to assist. 

My flowers have arrived and I’m not happy with their quality and freshness. What should I do?

Optimum freshness and industry-leading quality are some of our proudest accolades, so should you receive a bouquet that does not meet these high standards, we would love to help. Please send an email to our customer care team  within 72 hours of receipt, who will be able to assess your flowers and, if agreeable, process a refund or replacement on the next available delivery date on your behalf. 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 team to discuss further. 

How do I unsubscribe from your newsletter?

If you’d like to unsubscribe from our newsletter, please get in touch with our customer care team, who will be able to remove your email from our mailing list. Should you like to start receiving emails again in future, simply subscribe via our website. 

DELIVERY

Where does FLOWERBX deliver to?

FLOWERBX ships across the London and the UK, however, currently does not ship to the below postcodes: 

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

Please visit this page to find out more about our London delivery services.

To visit our global sites, please follow the links below:
Manhattan & East Coast USA: www.flowerbx.com/us 

Where do you ship in London?

We offer a wide range of delivery options in London. For more details by postcode on the eligble services please see here.

What time will my delivery arrive? 

Standard deliveries are made between 8am and 8pm, Monday to Sunday.  Once your order is out for delivery, you will receive a tracking email in the morning of your chosen date, including an approximate time window and tracking link.

Can my delivery be left in a safe place?

FOR LONDON DELIVERY

Yes, simply specify your preferences to include additional instructions should no one be home. Our drivers always aim to deliver flowers on the 1st attempt, so with your instruction, can leave them in a safe place

FOR NATIONAL DELIVERY

Once your order has been processed and is ready for delivery, you will receive a tracking link from DPD or UPS, depending on your location, informing you when your order is on its way. After this,  you can choose your delivery options, add a safe place and a note for the driver through their direct tracking link. We always advise customers to organise their delivery for a day they know they will be at home to avoid any missed deliveries. Should you not be in, be sure to specify your safe place or chosen neighbour to deliver to, or DPD and UPS drivers will automatically choose to leave with your next door neighbour. 

My flowers haven’t arrived. What should I do?
FOR LONDON DELIVERY

On the rare occasion that your flowers haven’t reached you between our usual 8am-8pm schedule, you can contact our customer care team, who can check directly with our drivers. 

Please note that we do not take responsibility for incorrect addresses. In the event 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 all redeliveries. 

FOR NATIONAL DELIVERY

For nationwide deliveries, sent with a UPS or DPD tracked service, we'll email you a tracking link once your order has left our studio, so you can keep watch of your order’s progress. Should you not receive your order during the expected time frame, please contact our customer care team who will be happy to assist you. Please note, we do not take responsibility for incorrect addresses.

SAME-DAY LONDON DELIVERY 

Which products are available with same-day delivery?

We have a curated edit of flowers available for same-day delivery in London, based on customer favourites and seasonality. To see what is currently applicable for same-day delivery, you can shop via the dedicated page here. Please note, same-day delivery is available Monday-Saturday until 1pm. Deliveries may be made up until approximately 10pm. For more information please visit our express page for up-to-date availability.

Which postcodes do you deliver to?
To see which postcodes fall within our London delivery service, please click here.

NEXT-DAY NATIONWIDE DELIVERY 

Which products are available with next-day delivery?

We have a curated edit of flowers available for next-day delivery in London and across the UK, based on customer favourites and seasonality. To see what is currently applicable for same-day delivery, you can shop via the dedicated page here. Please note, next-day delivery is available Monday-Saturday until 1pm. Deliveries may be made up until approximately 10pm. For more information please visit our express page for up-to-date availability.

Which postcodes do you deliver to?
All postcodes that we serve in the UK are available for next-day delivery, please visit our express page for up-to-date availability.

BILLING

Can I receive a VAT receipt with my order?

Yes! To receive a VAT receipt or invoice for your order, please send an email to contact@flowerbx.com with your order number and we will send this to you.

Which 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.

MY ACCOUNT

I’m having trouble resetting my password on my FLOWERBX account. Can you help? 

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.  Should you not receive this,, you may have entered your email address incorrectly when registering your account. In this instance,  please contact our customer care team who can advise further.

I need to update my personal details on my FLOWERBX account. How can I do so? 

To update your personal details on your FLOWERBX account, simply log into your account, and head to the My Account button. From here, you can update details including your address and payment information. If you have further questions, please do not hesitate in contacting our customer care team. 

FLOWER SUBSCRIPTIONS

I’d love to start a flower subscription. How do they work? 

We are pleased to offer FLOWERBX subscriptions for delivery across the UK, allowing flower lovers to experience the season's best varieties with each bouquet. To get started,  it’s as easy as the below: 

• Select your arrangement option, from Classic, Premium, or Rose or one of our seasonal favourites.
• Choose a size, between medium or large. Please note, the Rose subscription is available in a standard size.
• Pick a subscription type, from personal or gift.
• Select the length of your subscription. You may select a 3, 6, or 12 month subscription, or opt for an ongoing gift subscription. Please note, personal subscriptions are ongoing.
• Decide on a delivery frequency. Whether it’s weekly, fortnightly or monthly, there’s something for everyone. You’ll enjoy complimentary delivery every time, plus a bestselling vase alongside your first bunch.
• To complete your subscription, choose a payment option, set your first delivery date and then head to your checkout.

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. Because of this, our current subscription offering does not allow for personalisation. 

For bespoke flower delivery services, please contact our customer care team, who will be happy to assist you in any, and all, of your floral needs.

What are the differences between the classic and premium subscriptions?

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 directly from trusted flower growers for optimum freshness. 

The classic subscription celebrates each 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?

Of course! For any modifications to your subscription type or size, please contact our customer care team, and we’ll be able to match you with your ideal subscription.

What should I do if delivery isn’t available for my postcode? 

We are working very hard to service a greater number of delivery locations and make our extraordinary flowers available everywhere across the UK. 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 the My Account area of our website 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, please contact our customer care team. Please note,  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 contacting our customer care team. Please note, 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 care 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, 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 by contacting customer care and a member of our team can assist in pausing your subscription. Please note, you will need to update the information at least 4 business days before your next scheduled delivery.

Cancelling your subscription
We understand that circumstances change, and you may need to cancel your subscription. Although we would be sorry to see you go, you may cancel your with our customer care and a member of our team will assist you. Please note, you will need to update the information at least 4 business days before your next scheduled delivery.

For any other changes to or questions about your subscription, please contact our customer care team. 

When do you take payment for each delivery?

You have two options when making payment for your subscription: to pre-pay the full amount for your subscription, or pay per delivery. 

PRE-PAY

To prepay the full amount for your subscription, select the prepay option when you place your first order.

PAY PER DELIVERY

To pay per delivery, select this 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, please contact our customer care team and a member of our team will assist you. Please note, you will need to update the information at least 4 business days before your next scheduled delivery.

FLOWERBX PLANTS

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 their nature and size. To view the list of postcodes we deliver to in London, please click here. 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 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 rule, it is important not to over-water your plant. Our selection of house plants do not favour too much direct sunlight so, although they will thrive in a well-lit spot, it’s important to consider where you will be placing your plant.

My plant doesn’t look like the image online, what can I do?

As with all living things, naturally, there will be some variation in the colour and shape of your plant. If on the occasion you have received your plant and it is not quite as you expected, whether that be general appearance, shape or size, please contact our customer care 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 from arrival, 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.

FLOWER INFORMATION

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. How can I let you know my thoughts?

We truly value customer feedback, be that the "good" or the "not so good." If you do need to get in touch with our customer care team, we will be on hand to listen and help answer your queries.

How can I keep my flowers looking their best for longer? 

To keep your flowers as fresh as possible, we recommend trimming the stems at a 45° angle on arrival 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.

I have a pet. Which flowers and plants should I avoid? 

The following flowers are highly toxic to cats, so we highly discourage you from keeping them near your pet:
Asparagus Fern
Lilies
Calla Lilies
Delphiniums
Tulips
Chrysanthemums
Peonies

The following flowers are highly toxic to dogs, so we highly discourage you from keeping them near your pet:
Amaryllis
Asparagus Fern
Lilies
Calla Lilies
Delphiniums
Tulips
Chrysanthemums
Peonies

RETURNS

Can I return my order?

FLOWERS
Please understand that due to the perishable nature of flowers, we are unable to accept returns on these products.

ACCESSORIES 

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 paid at purchase. You will need to cover any costs associated with returning the products.

Please note, we do not accept returns on any alcohol or non-perishable food products.