FREQUENTLY ASKED QUESTIONS

Thank you for visiting the Debenhams Flowers Frequently Asked Questions page. We have answered the most common questions customers ask us about ordering gifts online from us. If you are still unable to find the answer to your questions, please contact us.

 

THE TOP ASKED QUESTIONS

 

Do the flowers arrive in a box?

All of our products are wrapped in white cellophane and placed in a hydration box to keep your flowers alive in transit. This is then put inside a Debenhams Flowers gift bag and packaged in a large cardboard box for the courier to deliver. 

 

Do you deliver outside London?

Yes we do, we deliver our bouquets, wines and gifts to 98% of the UK including Northern Ireland, the Scottish Highlands and Islands (*excluding next day delivery). Unfortunately we cannot deliver to the Channel Islands, Isle of Man, Isle of Wight or the Isles Of Scilly.


What if the recipient is not in?

The courier will leave a calling card for the recipient advising them of the attempted delivery and a proposed new delivery date. If this date is not convenient then the recipient can contact the courier depot and re-schedule an alternative delivery date or arrange collection.

If you wish to leave the gift with a neighbour or in a safe place you can choose this option under the special delivery instructions section of our product page checkout.

 

How can I amend or cancel an order?

To amend or cancel an order please call our Customer Service Team on 020 3696 1129. Please note cancellation can only be accepted if received 48 hours before the requested delivery date. Orders placed or cancelled on Saturdays, Sundays or Bank Holidays will be treated as having been received by us on the following working day.


What happens if I enter the incorrect delivery address?

Not to worry, please ensure you call our customer service team as soon as possible so they can update your order with the correct delivery address.


Can I place an order without an account?

Of course, as you go through the order process you will quickly find yourself at the billing information section of the checkout. Here you will find a tick box which says 'Register with us for future convenience'; if you do not wish to have an account and continue to order as a guest do not tick this box. Please note we will not be able to save your information for future use if you do not register.

 

Do you deliver outside of the UK?

At the moment we only deliver to the UK however we are currently undergoing development to allow us to start sending our luxury fresh flowers across Europe.

 

Do you offer same day delivery?

Unfortunately at this time we do not offer same day delivery on any of our product ranges. We are looking into adding this service to our products when it is available to us, so keep an eye out for any updates. 

 

What is the flowers by post service?

Free Standard Delivery (flowers by post) - This service is only available on our flowers by post range. Your flowers will be delivered by Royal Mail and this is an UNTRACKED service. In most cases, orders arrive on the nominated date, but they could arrive 1 working day after the nominated delivery date. If you need a guaranteed delivery date, please upgrade to one of the other delivery options. Order online by 4pm for next day delivery for this service.


How can I get in touch with the marketing team?

Our marketing team are available 9am to 5pm Monday to Friday. Please email [email protected] or call our head office on 0203 696 1130.

 

Can I pay with a gift voucher? 

We do not currently accept gift vouchers or cards to be redeemed online. However we do send out some great offers and voucher codes to our registered customers which are redeemable online during the checkout process.

 

Do you have a florist shop I can visit? 

At the moment Debenhams Flowers only operates as an online service and does not have a physical florist location.

 

Who sent me flowers?

It is against the Data Protection Act to reveal the sender's identity without their permission where they have chosen not to include their name on the card or if they sent it anonymously. If you wish to find out who sent your beautiful bouquet where there is no name in the gift message, please call us and request that we contact the customer on your behalf to see if they are happy for us to disclose their identity.

 

 

URGENT ENQUIRIES

 

I have not received my order / my items are damaged. Who should I contact?

If you have an urgent enquiry please contact our dedicated Customer Service Team on 020 3696 1129.

Urgent enquiries include:

- Order not received
- Missing / damaged items
- Wrong item received 

Lines are open 9am – 5pm Monday to Friday. If your enquiry is not urgent, please use our contact form on the 'Contact Us' page.

 

 

QUESTIONS ABOUT OUR FLOWERS

 

Can I include a personal message with my order?

Yes, you can include a personal message with every gift you order at Debenhams Flowers, up to 250 characters. Once you have selected the product you would like to order there will be a section called gift message for your personal message to the lucky recipient. 

 

What are the finishing touches? 

Our flowers and gifts have the option of adding something extra special to your order. We have a range of fine chocolates, champagnes and wines that complement our hand-tied bouquets. A glass vase can be included with your purchase too, ensuring your recipient can display their flowers as soon as they are received.

 

I know nothing about flowers or flower arranging!  What do I do with them?

Please click here to visit our dedicated flower care advice page to help you find all the relevant information on flower care to ensure your luxury flowers last as long as possible.

 

 

ORDERING QUESTIONS

 

What if I want to make an order for a set date?

All of our delivery services offer named day delivery, however if you wish to guarantee delivery for a set date please choose any of the tracked (recommended) delivery services. You may choose any date up to 3 months in advance.

 

What do I do if I am having difficulty placing an order?

If you are having difficulty placing an order we would be happy to take your order over the phone. Contact our team of experts on: 020 3696 1129 any time between 9am-5pm.

 

Can I send my order anonymously? 

The recipient will be only aware of the sender if you provide your name and details in the gift message on the product details page.

 

Can I order by phone? 

Of course this is possible, however we advise you to only call if you cannot order online at that particular moment.

 

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