Frequently Asked Questions

FAQs

Delivery

Where can you deliver to?

We can deliver to any postal address in the UK including all of Northern Ireland, the Channel Islands, Isle of Man, Orkney, Shetland and all of Scottish highlands and Islands. We are unable to deliver any item outside the UK, this includes the Republic of Ireland. We are also unable to deliver to BFPO addresses.

How much does delivery cost?

All our flower gifts include delivery in the price and most items are sent by Royal Mail first class post as standard. You can choose to upgrade to courier delivery which will guarantee delivery on the day of your choice for £5.99, or upgrade to delivery before 1pm for £7.99.

Can you deliver same day?

No, unfortunately we are unable to offer same day delivery on any of our items. We despatch all items by either first class post or overnight courier.

Can I specify a time for delivery?

We are unable to specify a time for delivery unfortunately, most items are delivered in the morning but deliveries can take place up until 6 pm. We do offer the option to choose courier delivery before 1 pm for an extra £7.95.

What if the recipient is out at the time of delivery?

If the recipient is not at home at the time of delivery then a card will be left with details of how the item can be collected or redelivered. You can request that your gift be left in a safe place or with a neighbour, however this is at the discretion of the delivery driver and cannot be guaranteed.

Do you deliver to hospitals?

Yes we can deliver to hospitals, but please check in advance that the hospital will allow fresh flowers to be delivered to the wards. Items will usually be delivered to the hospital's mailing room and distributed internally from there.

How will my gift be delivered?

All items are sent in custom made boxes to protect them during transit. The flowers will be securely packed inside along with the personal message card, flower food and care instructions.

How can I check my item has been delivered?

We can track courier delivered items once they have been scanned at the delivery depot. We will send you an email containing the tracking details once the item has been despatched from our premises. Unfortunately the standard delivery option does not allow for us to track the delivery status of items.

How long will it take for my gift to be delivered?

If you choose the standard delivery option then it will take 1-2 days from the date of despatch for the item to arrive. If you choose a date in the future, the item will be despatched two working days before this date to ensure that the gift arrives either before or on the requested date. This ensures that a special occasion is not missed. For courier delivered items your gift will arrive on the date of your choosing.

Ordering

Can I choose a delivery date?

Yes, you can order online for any date in advance. When in the checkout stage you will reach a calendar showing available delivery dates. Advance orders will be stored in our computer system until the required despatch date.

Can I order from overseas?

Yes, you can order online with most credit/debit cards from around the world. All payments will be in UK pounds sterling and converted to your own currency at a rate set by the bank that issued your card.

Do I have to create an account with you?

No, we have a 'Just Checkout' service where you can place an order without registering with us. If you wish to store delivery addresses and view your order history then you will need to create an account with us.

Has my order been successful?

If your order is successful you will receive an automated email from Bunches containing your order number and confirming the order details.

How do I cancel or amend my order?

Please contact us as soon as possible via email or telephone if you wish to cancel or amend an order. Unfortunately you cannot do this via your account online.

I have a promotional code, how do I use it?

After you have placed your order and clicked continue you will reach the 'basket summary' page, where you can enter your code in to the promotion code box and click 'apply code'. The page should reload and show the discount/offer in the basket. Please note, promotional codes are not valid on the 'Flowers for a Year' package.

Can I use more than one promotional code?

No, unfortunately customers are only permitted to use one promotional code per order.

Payment

Which cards do you accept?

We can accept most credit/debit cards from around the world including Visa, Visa Debit, Mastercard, Mastercard Debit, Visa Electron, Delta, American Express, Visa purchasing, Solo, Switch/Maestro and JCB. We also accept payment by PayPal.

Can I pay with Amex?

Yes, we accept American Express cards.

Can I pay with PayPal?

Yes, we accept payment by PayPal. Just proceed to the checkout as normal and choose the PayPal option when asked to select a card type for payment.

I have a foreign card, can I still order?

Is the payment secure?

All payments are encrypted to the maximum strength supported by the users browser using 128bit SSL. We use the following companies to process online payments; Braintree, PayPal, Sagepay and Worldpay.

Message

Can I include a message?

Yes, all orders include a personal message and this can be entered at the checkout. Your message can be printed on either a standard Bunches greetings card (free of charge) or an upgraded card for £1.99. Please remember to include your name on the message as this will not automatically be included. You can view a preview of your message before submitting your order.

Where will the message be located?

The message will be included in the box with your flowers.

Will my message by anonymous?

The only information sent with the gift is the personal message. We don't pass on any other details at all and don't send out an invoice or receipt, just the email confirmation. We are bound by the Data Protection Act not to reveal your personal details.

How long can my message be?

The personal message has a limit of ten lines, each consisting of 28 characters.

Contact Us

What is your phone number?

From the UK you can call us on 01623 750343. From outside the UK dial +44 1623 750343. Phone lines are open 09:00 - 17:00 GMT / BST Monday to Friday. We are closed on Saturdays, Sundays and bank holidays.

What is your email address?

Our email address is [email protected]

What is your address?

Bunches Florapost Ltd. Unit 19, Hazelford Way, Newstead Village, Nottingham, NG15 0DQ

Customer Services

I would like to make a complaint

We take great care to ensure all flowers and gifts leave us in peak condition. If you are in any way disappointed with our service please contact our customer services by telephone on 01623 750343 or email us at [email protected] We aim to respond to all customer service enquiries within one working day and resolve all complaints within three working days.

Can I be removed from your mailing list?

If you wish to be removed from our postal mailing list, please email [email protected] with your full address as shown on the brochure you have received or call 01623 750343. To be removed from our email mailing list please visit www.bunches.co.uk/unsubscribe or email [email protected] with your request making sure you include your email address, or click on the 'unsubscribe' option at the bottom of the email you have received.

Posy Points

What are Posy Points?

Posy Points is our customer reward point scheme. Every time you order from Bunches.co.uk you earn Posy Points and these can be used to claim money off your next order with us. The points are equal to 5% money back on future orders, so if you spend £20 for example, you will earn Posy Points worth £1 off your next order!

How do I earn Posy Points?

You collect Posy Points on every order you place at Bunches.co.uk. You will need to be a registered customer for the points to be automatically credited to your account. If you cancel or return an order to us, we reserve the right to cancel the Posy Points awarded for that order.

How much are my Posy Points worth?

You earn 5 Posy Points for every £1 spent, so for example the £16 Classic Carnations will earn 80 Posy Points. Each point is worth £0.01 so 80 Posy Points will get you 80p off your next order, equal to 5% cashback!

How do I redeem my Posy Points?

If you have Posy Points in your account, when you get to the basket summary page you will see the option to use them as either part or full payment on your order. If you have enough points you can send a bouquet using just Posy Points as payment! Posy Points can only be used at Bunches.co.uk for money off your next order, they cannot be used at any other website. They cannot be exchanged for cash or any other item. Posy Points are not transferable.

How can I check my Posy Points balance?

You can check your Posy Points balance at any time by logging into your account. The total number of points and their value will be shown at the top right-hand side of the page. Your point balance will also be displayed at the checkout when you place an order.

Do I have to register to claim Posy Points?

In order to claim and store Posy Points you do need to be a registered customer. The points that you accumulate will be stored in your account for you to save money on your future orders. We do offer a 'Just Checkout' function for customers who wish to place an order without registering, but you will not receive any Posy Points for orders placed this way.

Do I receive Posy Points on telephone orders?

Yes, Posy Points are now awarded for all telephone orders.

Affiliates

Do you have an affiliate scheme?

Yes we do, we use an affiliate network, Affiliate Window to handle our affiliate scheme. We offer a commission rate starting at 8% and going up to 10% depending on sales levels for orders originating on your website. For more information please click here or visit www.affiliatewindow.com

Business Services

Do you offer business/corporate accounts?

Yes we do. We offer a variety of different services for businesses and other organisations - ranging from Employee/Member Discounts to Customer Apology Schemes. For more information please visit www.bunches.co.uk/corporateflowers and fill in the contact form, email [email protected] or call us free on 0800 626 249.

Monthly Flower Gifts

When will my next bouquet be sent?

To view all past and future orders, simply log-in to your online account and click on 'Order History'.

Can I change the details on one of my orders?

If you would like to change your message for subsequent deliveries or alter a delivery date, call us on 016230750343 / freephone 0800 626 249 or email [email protected]

When will payment be taken for each bouquet?

Payment will be taken 4 working days before the next bouquet is due to be dispatched.

Will I be informed when payment has been taken?

Yes, we will send you a confirmation email once payment has been received.

Can I add extra gifts with my monthly deliveries?

Unfortunately extra gifts cannot be added when purchasing monthly flower gifts.

Can promotional codes be used on monthly flower gifts?

As our monthly flower gifts are already discounted, promotional discount codes cannot be used.

Can I redeem Posy Points on monthly flower gifts?

Unfortunately, Posy Points cannot be redeemed on Monthly Flower Gifts, but every payment will earn you more Posy Points.

When will Posy Points be added to my account?

Your accrued Posy Points will be added when payment is taken for each bouquet.

Can I extend my subscription gift?

Yes, when your final payment has been taken you will be sent an email with the option to repeat your monthly flower gift.

Can I cancel my monthly subscription gift?

It is no problem to cancel your flower gift at any time. Simply contact us 5 working days prior to the flowers being sent.

Hampers

How will the hamper be presented when it arrives?

All our hampers are packed by hand and presented in a basket/presentation box which is then packed into an outer box to protect it during transit.

Can hampers be delivered anywhere?

No, we can only deliver within the UK. Deliveries to the following areas will incur extra delivery charges: AB, BT, DG, DL, FK, HS, IV, KA, KW, LD, PA, PH, ZE

When will my hamper be delivered?

Hampers are delivered next day between Monday and Friday. There are no deliveries on Saturday, Sunday or bank holidays. If you order a hamper on a Friday, it will not be delivered until the following Tuesday. Hampers are delivered by courier and will need to be signed for by the recipient.

Can I change the items in the hamper?

No, unfortunately we cannot exchange any of the items in the hamper.

Can I include a message card with my hamper?

Yes, a message can be entered at the checkout and this will be printed on a card and included with the hamper.

Can promotional codes be used on hampers?

Yes, most promo codes are valid for hampers. Some codes are only valid on flowers and plants though.

Can I use my Posy Points on hampers?

Yes, Posy Points can be used for hampers.

Our Flowers

Why do some flowers arrive still in bud?

This is mainly to protect the flowers from being damaged whilst in transit. Certain flowers (such as Carnations, Lilies and Tulips) are sent directly from our growers still in their bud stage, and to prevent any further damage to the flowers whilst in transit we try to keep them in the same stage as when they arrived until they reach your recipient. This is also beneficial for the recipient as it means that they will be receiving the freshest flowers possible and will be able to enjoy them for much longer.

How are the flowers protected whilst in transit?

All of our arrangements are sent in specially designed boxes, with a range of sizes to fit each bouquet. These boxes ensure that the flowers are as snug as possible whilst out for delivery - the way the boxes are designed means that the flowers won't be able to move around whilst in transit, which can cause damage.

Why are certain bouquets not arranged when they are received?

Some of our smaller boxes are designed for the flowers to be packaged in a way that completely protects them, but means they are more likely to incur damage if arranged. With bouquets delivered in these boxes we find that the flowers are safer if we do not professionally arrange them before we pack them. We shoot our bouquets in full bloom to show how lovely they will look when they are fully open and arranged in a vase.