Question 1

Where is my delivery?

Accepted Answer

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 that 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 your chosen delivery dated.

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

Why has my delivery been 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.

Why has my delivery 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. In such cases, 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, by emailing flowers@bunches.co.uk, or by calling 01623 750343.

Question 2

Where can you deliver to?

Accepted Answer

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.

Question 3

How much does delivery cost?

Accepted Answer

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; the cost of this is from £7.49 on weekdays, and £8.49 on weekends.

Question 4

Can you deliver same day?

Accepted Answer

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.

Question 5

Can I specify a time for delivery?

Accepted Answer

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

Question 6

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

Accepted Answer

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.

Question 7

Do you deliver to hospitals?

Accepted Answer

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 then distributed internally.

Question 8

How will my gift be delivered?

Accepted Answer

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.

Question 9

How can I check my item has been delivered?

Accepted Answer

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.

Question 10

The online tracking says my gift has been delivered but it has not arrived - where is it?

Accepted Answer

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, tell us the address it should have arrived at, and we will help you.

Question 11

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

Accepted Answer

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

Question 12

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

Accepted Answer

Whilst you can order flowers and hampers at the same time, your flowers and hampers will be individually packed to keep your gifts safe throughout their journey. As such, 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. Although you can choose to have both your flowers and hamper sent via courier with the same delivery date to ensure both gifts arrive on the same day, please note that they may still arrive at different times.

Question 13

Can I choose a specific delivery date?

Accepted Answer

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. Please note that on orders placed using our tracked delivery service via Royal Mail, there is a chance your order may arrive the day after your selected delivery date.

Question 14

Can I order from overseas?

Accepted Answer

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.

Question 15

Do I have to create an account with you?

Accepted Answer

No, you don't have to create an account if you don't want to. We have a Guest Checkout service which you can use to place an order without signing up. If you wish to store delivery addresses, view your order history, and edit orders online, then you will need to create a Bunches account.

Question 16

Has my order been successful?

Accepted Answer

If your order is successful, you will receive an automated email from Bunches containing your order number and confirming the order details. Make sure to check your Spam folder in case it's hiding in there!

Question 17

How do I edit my order?

Accepted Answer

If you are a registered customer, you can change your card message, delivery date, and recipient by signing into your account and clicking edit. You can do this until your order has been picked and prepared. Please note that 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 that amendments and cancellations may not be possible during our busiest times around Christmas, Valentine's Day, and Mother's Day.

Question 18

How do I cancel my order?

Accepted Answer

If you are a registered customer, the quickest way is to sign into your account whereyour most recent orders will appear at the top of the page. If there is still time to cancel your order, you will see an edit button. Click the edit button, and 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 that amendments and cancellations may not be possible during our busiest times around Christmas, Valentine's Day, and Mother's Day.

Question 19

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

Accepted Answer

Unfortunately we're unable to change an image on a personalised card 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.

Question 20

How do I use a discount code?

Accepted Answer

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!

Question 21

Can I use more than one discount code?

Accepted Answer

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

Question 22

Which cards do you accept?

Accepted Answer

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.

Question 23

Can I pay with American Express?

Accepted Answer

Yes, we accept American Express cards.

Question 24

Can I pay with PayPal?

Accepted Answer

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

Question 25

I have a foreign card, can I still order?

Accepted Answer

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.

Question 26

Is the payment secure?

Accepted Answer

All payments are encrypted to the maximum strength supported by the user's browser using SSL. We use the following companies to process online payments: Stripe, PayPal, and Braintree.

Question 27

Why are additional transactions showing in my banking app?

Accepted Answer

When you use your debit card to pay online, it'll show up straightaway in your account as a pending transaction. It will reduce your "available balance", but not your actual "account balance" in your bank account. This is because the money has been reserved, but hasn't left your account yet.

Most banks will stop reserving the money after 1-3 days, but it can take 7 days. The pending transaction will no longer show in your account and your available balance will go back up.

Question 28

Can I use discounts when buying Gift Cards?

Accepted Answer

Unfortunately discounts cannot be used when buying Gift Cards.

Question 29

Do I earn Posy Points™ when buying Gift Cards?

Accepted Answer

Posy Points™ are unfortunately not earned when you buy a Gift Card.

Question 30

Can I use Posy Points™ to buy Gift Cards?

Accepted Answer

Absolutely! You can use your Posy Points™ to pay for a Gift Card.

Question 31

How long are Gift Cards valid for?

Accepted Answer

Gift Cards are valid for 2 years, so your loved one has plenty of time to use them!

Question 32

Can I cancel a Gift Card?

Accepted Answer

You can cancel a Gift Card, but only if the full balance remains on it. A partially-used Gift Card can't be cancelled.

Question 33

Can I pay with multiple Gift Cards?

Accepted Answer

You can only pay for a purchase using one Gift Card at a time, but you can use them alongside other payment methods such as a debit/credit card, Apple Pay, Google Pay, or PayPal.

Question 34

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

Accepted Answer

No, you don't have to redeem your Gift Card all at once; any amount of money left after a purchase will remain on the card and can be used later. However, you can't choose how much you spend; for example, if you're buying a £40 gift with a £30 Gift Card, the whole Gift Card amount will be used plus £10 via another payment method.

Question 35

Does my Gift Card have to cover the total cost?

Accepted Answer

No, your Gift Card can cover part of the total cost. You can pay for the rest of the gift via Google Pay, Apple Pay, PayPal, or a credit/debit card.

Question 36

Can I include a message?

Accepted Answer

Yes, all orders include a personal message which can be entered at the checkout. Your message can be printed on either a standard Bunches greetings card (free of charge) or a premium card from £2.25. 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.

Question 37

Where will my message be located?

Accepted Answer

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

Question 38

Will my message be anonymous?

Accepted Answer

The only information sent with the gift is the personal message. We don't pass on any other details, and don't include an invoice or receipt; we send this via email confirmation to you instead. We are bound by the Data Protection Act not to reveal your personal details.

Question 39

How long can my message be?

Accepted Answer

The personal message has a maximum limit of eight lines, each consisting of 40 characters. For an extra special touch, you can upgrade to a premium greetings card which allows for a much longer personalised message with choices of fonts, colours, and more.

Question 40

What is your phone number?

Accepted Answer

You can call us on 01623 750343 from UK numbers. If you're outside the UK, please 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. Our phone hours are usually extended during peak periods. Please note that on Mondays between 9am - 11am, you might be waiting a little longer than usual as this is our busiest time of the week!

Question 41

Can I live chat with one of your team?

Accepted Answer

Yes, you can live chat with us during our opening hours by clicking the chat button on the bottom right of your screen.

Question 42

What is your email address?

Accepted Answer

Our email address is flowers@bunches.co.uk

Question 43

What is your address?

Accepted Answer

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

Question 44

I would like to make a complaint. How can I do so?

Accepted Answer

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 Support team by telephone on 01623 750343, or by emailing flowers@bunches.co.uk. We aim to respond to all customer service enquiries within one working day, and resolve all complaints within three working days.

Question 45

Can I be removed from your mailing list?

Accepted Answer

If you wish to be removed from our postal mailing list, please email flowers@bunches.co.uk with your full address or call 01623 750343. To be removed from our email mailing list, please email dataprotection@bunches.co.uk with your request, making sure you include your email address. Alternatively, you can click on the 'unsubscribe' option at the bottom of the email you have received.

Question 46

What are Posy Points™?

Accepted Answer

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

Question 47

How do I earn Posy Points™?

Accepted Answer

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™ given for that order.

Question 48

How much are my Posy Points™ worth?

Accepted Answer

You earn 5 Posy Points™ for every £1 spent. 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!

Question 49

How do I redeem my Posy Points™?

Accepted Answer

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 also cannot be exchanged for cash or any other item. Posy Points™ are not transferable.

Question 50

How can I check my Posy Points™ balance?

Accepted Answer

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.

Question 51

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

Accepted Answer

In order to claim and store Posy Points™ you need to be a registered customer with Bunches. The points that you accumulate will be stored in your account so that you can save money on future orders. We 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 as a guest.

Question 52

Do I receive Posy Points™ on telephone orders?

Accepted Answer

Yes, Posy Points™ are given for all telephone orders.

Question 53

Do you have an affiliate scheme?

Accepted Answer

Yes, we have an affiliate scheme. We use an affiliate network, Affiliate Window, to handle this, and we offer a commission rate of 8% - 10% depending on sales levels for orders originating on your website. For more information, please visit www.affiliatewindow.com.

Question 54

Do you offer business/corporate accounts?

Accepted Answer

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 corporate@bunches.co.uk or call us on 01623 705 845.

Question 55

When will my next bouquet be sent?

Accepted Answer

To view when your next order will be sent, simply sign in to your online account and click on 'Order History'. There you'll find all of your past and future orders

Question 56

Can I change the details on one of my orders?

Accepted Answer

If you would like to change your message for subsequent deliveries or alter a delivery date, please call us on 01623 750343 or email flowers@bunches.co.uk and we will be happy to help.

Question 57

When will payment be taken for each bouquet?

Accepted Answer

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

Question 58

Will I be informed when payment has been taken?

Accepted Answer

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

Question 59

Can I add extra gifts with my subscription deliveries?

Accepted Answer

Unfortunately extra gifts cannot be added when purchasing subscriptions.

Question 60

Can discount codes be used on subscriptions?

Accepted Answer

As our subscription gifts are already discounted, discount codes cannot be used.

Question 61

Can I redeem Posy Points™ on subscriptions?

Accepted Answer

Unfortunately, Posy Points™ cannot be redeemed on subscriptions.

Question 62

When will Posy Points™ be added to my account?

Accepted Answer

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

Question 63

Can I extend my subscription length?

Accepted Answer

Yes, you can extend or decrease your subscription length, as well as change how often you'd like your deliveries, by signing into your Bunches account.

Question 64

Can I cancel my monthly subscription gift?

Accepted Answer

You can cancel your flower gift at any time. Simply contact us 5 working days prior to the flowers being sent, and we can arrange the cancellation for you.

FAQs