Frequently Asked Questions

Delivery

Where is my delivery?

When you placed your order, you will have received a tracking email. Simply click on the link within this email to track your order. Alternatively, if you are a registered customer, you can sign in to your account and find the tracking link under "order history".

Common Tracking Issues

Please note - Royal Mail Tracked 24 delivery is not a guaranteed service. In a small number of cases, it could be delivered the next working day after the day you selected.

The tracking states it would be delivered between certain hours, but that time has now passed. If a delivery time is offered, Royal Mail aim for it however it isn't a guarantee but they'll try to deliver as soon as possible. Please be aware that sometimes you can receive two Royal Mail deliveries in one day.

Delivery sent to the wrong delivery office?? Occasionally Royal Mail will send deliveries to the wrong delivery office. If this happens, they should then be delivered the next working day.

Delivery has gone back to the delivery office? We try and make it really clear to all posties that Bunches deliveries should be posted or left in a safe place, however occasionally they cannot do this, so they'll attempt delivery the next delivery day. Don't worry, your flowers will be ok even if they can't be collected for an extra day.

Still need some help? Simply contact our Customer Support team on chat, email [email protected] or phone 01623 750343.

Where can you deliver to?

We can deliver flowers, plants and greetings cards to any postal address in England, Wales, Scotland (including all highlands and islands), Northern Ireland, Isle of Man, Orkney and Shetland.

How much does delivery cost?

All our flower gifts are sent by Royal Mail Tracked 24 or an equivalent service for £4.99. You can choose to upgrade to courier delivery which will guarantee delivery on the day of your choice from £7.49 on weekdays and £8.49 on weekends.

Can you deliver same day?

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

Can I specify a time for delivery?

Unfortunately, we are unable to specify a delivery time. Deliveries can take place until 7:30pm, and during busy periods, please allow for them to be made outside of this time frame.

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

For Royal Mail and DPD deliveries, 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.

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 your order once it has been scanned at the delivery depot. We will send you an email containing the tracking details the evening before your gift is due to be delivered once it has been dispatched from our premises.

The online tracking says it's been delivered but it has not arrived

If your tracking says "delivered" but you can"t find your delivery, we're so sorry. Please double check the following:

Is the address on your email the correct address?
Have you been left a "left safe" card advising where your delivery is?
Has one of your neighbours taken it in for you?
Has it been left safely somewhere around the property?
Is there a photo or further information? On the tracking link we provide, there's a further link at the top of the page that will take you to the Royal Mail website where this information may be available.

If you still can't find your delivery, please get in touch with our Customer Support Team and tell us the address it should have arrived at and we will help you.

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

For orders placed with our tracked delivery options, or our next day courier service, your gift will arrive the date after it has been dispatched on the day of your choosing. Please note on orders placed using our tracked delivery service via Royal Mail, there is a chance your order may arrive the day after.

Can I order flowers and a hamper to be delivered at the same time?

Our flowers and hampers are individually packed to keep your gift safe throughout their journey, so they will always arrive as two separate boxes. Some of our hampers are distributed from a different location to our flowers and use a different delivery provider. You can choose to have both your flowers and hamper sent via courier with the same delivery date to ensure that both gifts arrive on the same day; however, please note that they may still arrive at different times.

Ordering

Can I choose a delivery date?

Yes, on each product page you will see a calendar listing the available delivery dates. Advance orders will be stored in our computer system until the required dispatch 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. Please note that we can only deliver within the UK.

Do I have to create an account with you?

No, we have a Guest Checkout service where you can place an order without signing up with us. If you wish to store delivery addresses, view your order history, and edit orders online, 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 edit my order?

If you are a registered customer, you can change your card message, delivery date, and recipient by signing into your account and clicking edit right up until your order has been picked and prepared. Please note, if your delivery is ordered for the next day we usually start processing your order straight away so some changes might not be possible.

If you are a guest customer or you're unable access your online account, please contact our Customer Support team via chat, email or phone.

* Please note amendments and cancellations may not be possible during our busiest times around Christmas, Valentine's Day and Mother's Day.

How do I cancel my order?

If you are a registered customer, the quickest way is to sign into your account and your most recent orders will appear at the top. If there is still time to cancel your order you will see an edit button, click the edit button and then you will be able to cancel on the next page.. If there isn't an edit button then unfortunately it is too late to cancel your order.

If you are a guest customer or you're unable to access your online account, please contact our customer support team via chat, email or phone.

* Please note amendments and cancellations may not be possible during our busiest times around Christmas, Valentine's Day and Mother's Day.

Can I change the image on my personalised card after my order has been placed?

Unfortunately we're unable to change this once the order has been processed. However, you may be able to cancel your order if you can see a cancellation button against your order. You can then start your card order again.

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

Applying discount codes

Received a discount code you'd like to use? Just pop it into our discount code box in the basket or on the payment page on checkout. You'll see this once you click through to 'proceed to payment'.

Received an email with a discount code? Click through to our website from the email with the discount code and we'll automatically add your code for you.

Discount code not working? You can only use one code at a time, so please check if you already have one code applied and that the code you are using is still valid for use.

I forgot to apply a discount code. Simply get in touch with our Customer Support team with your order number and the discount code and they can apply it for you or add the amount your Posy Points™ balance!

Can I use more than one discount code?

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

Payment

Gift Cards

Message

Contact Us

Customer Services

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 and logged into your account for the points to be automatically credited. 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 a £20 bouquet will earn 100 Posy Points™. Each point is worth £0.01 so 100 Posy Points™ will get you £1 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 payment page you will see the option to use them as either part or full payment on your order, as long as you are logged into your account. 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 sign up 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 guest checkout for customers who wish to place an order without signing up, 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 awarded for all telephone orders.

Affiliates

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/corporate-gifts and fill in the contact form, email [email protected] or call us on 01623 705 845.

Monthly Flower Gifts

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.

My bouquet looks different to the image online?

The majority of our flowers are sent in bud to maximise vase life and limit damage during their journey, so they may not look quite as expected. Once the blooms have been trimmed and arranged into a vase with water and the solution provided they should start to open over the next few days. The stem count for your chosen arrangement is also included within the bouquet contents on each product page, so if you're missing any stems, please let our Customer Support Team know so we can resolve this for you.

My flowers are in poor condition

We send a lot of our flowers in bud to ensure that you can enjoy them in the home for as long as possible. So if your bouquet arrives looking a little sleepy, simply pop them in fresh water and give them a little time to perk up. If after 24 hours they still don't look right to you, please get in touch with our Customer Support Team.

Looking droopy?

This is normal so if your flowers look sleepy or droopy don't worry! Simply trim the stems and pop them in a vase of fresh water and watch as your blooms unfurl. You'll find helpful care tips included with your flowers.

Broken or damaged stems?

While we do our very best to protect your flowers on their journey to you, very occasionally they can get damaged. Please contact us if you're not happy so we can make this right for you.

Looking squashed?

Some stems can look a little flat on arrival but they are just thirsty. After a big drink and 24 hours you will soon see them bloom!

Roses looking tired?

We intentionally keep the 'guard' petals on our Roses to protect them during their journey to you. These are the oldest and tougher outer petals which can make the flower look tired and brown. Gently remove the outer 2-3 petals to reveal the new and soft petals inside and allow the flower to open up.

What is the difference between standard and letterbox flowers?

Letterbox flowers are delivered in specially designed letterbox friendly packaging that fits through a standard size letterbox, meaning they can still be delivered even if your recipient is out. It's entirely plastic free too! Our standard bouquets are presented in larger boxes which means that your recipient needs to be home to accept the delivery.

FAQs

Where is my delivery?

Common Tracking Issues

Where can you deliver to?

How much does delivery cost?

Can you deliver same day?

Can I specify a time for delivery?

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

Do you deliver to hospitals?

How will my gift be delivered?

How can I check my item has been delivered?

The online tracking says it's been delivered but it has not arrived

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

Can I order flowers and a hamper to be delivered at the same time?

Can I choose a delivery date?

Can I order from overseas?

Do I have to create an account with you?

Has my order been successful?

How do I edit my order?

How do I cancel my order?

Can I change the image on my personalised card after my order has been placed?

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

Applying discount codes

Can I use more than one discount code?

Which cards do you accept?

Can I pay with Amex?

Can I pay with PayPal?

I have a foreign card, can I still order?

Is the payment secure?

Why are additional transactions showing in my banking app?

Can I use discounts when buying Gift Cards?

Do I earn Posy Points™ when buying Gift Cards?

Can I use Posy Points™ to buy Gift Cards?

How long are Gift Cards valid for?

Can I cancel a Gift Card?

Can I pay with multiple Gift Cards?

Do I have to redeem my Gift Card all at once?

Does my Gift Card have to cover the total cost?

Can I include a message?

Where will the message be located?

Will my message be anonymous?

How long can my message be?

What is your phone number?

Can I live chat with one of your team?

What is your email address?

What is your address?

I would like to make a complaint

Can I be removed from your mailing list?

What are Posy Points™?

How do I earn Posy Points™?

How much are my Posy Points™ worth?

How do I redeem my Posy Points™?

How can I check my Posy Points™ balance?

Do I have to sign up to claim Posy Points™?

Do I receive Posy Points™ on telephone orders?

Do you have an affiliate scheme?

Do you offer business/corporate accounts?

When will my next bouquet be sent?

Can I change the details on one of my orders?

When will payment be taken for each bouquet?

Will I be informed when payment has been taken?

Can I add extra gifts with my subscription deliveries?

Can discount codes be used on subscriptions?

Can I redeem Posy Points™ on subscriptions?

When will Posy Points™ be added to my account?

Can I extend my subscription?

Can I cancel my monthly subscription gift?

Can I send flowers and a hamper together?

Can hampers be delivered anywhere?

When will my hamper be delivered?

Can I change the items in the hamper?

Can I include a message with my hamper?

Can discount codes be used on hampers?