Frequently asked questions

• Do you offer funeral flowers?

  Unfortunately, we do not currently offer a funeral range however hope to do so in the near future.

• Can I send a personalised bouquet design?

  Unfortunately, we are unable to provide any type of tailored, bespoke bouquets at present, even to our current range, To view our full range of bouquets please visit  https://www.serenataflowers.com

• Do you offer a Same Day service?

  We do not offer a Same Day service at present.

• Can I order by telephone?

  We currently don't offer a phone service. If you need help, please use our support facility here

• What is the email address for serenata flowers?

  If you need to get in touch with our Customer Support team, please use our contact form or email us directly at csadmin@serenataflowers.com

• Do you offer wedding flowers?

  Unfortunately, as a web-based florist, we are currently unable to offer the kind of tailored and personal flower service that is required on such a special occasion as a wedding.

• Corporate enquiries

  For corporate inquiries please contact us through corporate@serenataflowers.com

Products

• Why are your flowers fresher?

  Instead of lounging about for days in the back of the floral-equivalent of a cross-channel tour bus that crawls to all the florist shops across the UK, Serenata's supermodel flowers travel in style and in double-quick time.

• How are the flowers packaged?

  Our flowers are packaged comfortably, securely and elegantly in a branded SerenataFlowers box. Floral gifts are retained in water to keep them fresh and care instructions are included in the box to ensure the recipient knows how best to care for their gift.

• Do the flowers come in a vase?

  Some of our arrangements do come with a vase included in the price. For those that don't, we display a range of appropriate containers in the 'Special extras' panel of the product page for you to add to your order if you so fancy.

• Can I order a vase to go with the flowers?

  With the greatest of pleasure. If the flowers you're ordering are suitable for presentation in a vase, we'll present some appropriate choices on the product page for you to add to your order.

• Can I include a gift message with my order?

  Yes, of course! The gift message will be printed on a high quality card and included with your order. The gift message itself can be up to 350 characters long.

Ordering

• How do I order from your website?

  It's as easy as clicking a few buttons. Once you've found a product that you like, simply click the SEND NOW button next to the bouquet to be taken to our easy 3-step checkout.

  During checkout, you'll be asked to provide the name and address of the person to whom you're sending the gift, your own details and your payment information.

  Of course, you'll also get to choose a delivery date and time and, if you're feeling eloquent, compose a card message.

  Throughout the whole speedy process, you can rest assured that all your details are stored and transmitted super securely.

• How much are shipping/delivery charges?

  Standard delivery is free to almost any UK mainland postcode using our free courier delivery service. We also offer a Guaranteed Premium delivery service as well as Guaranteed Timed delivery service, which can be upgraded, at a cost, and is offered as part of our peace of mind service, with a guarantee to arrive or be attempted on your selected delivery date with a full refund if we fail to meet our promise.

• Do you send flowers overseas?

  Although we don't offer this service at present, we hope to do so in the future.

• Can I send my order anonymously?

  If you fancy being all mysterious, we're happy to play along and we promise not to reveal your true identity to anybody at all. You've got our word – in law as well as in good faith: for Data Protection purposes, all information provided by the sender is kept anonymous. All the recipient will see will be the card message (if you choose to include one).

Payment

• Can I pay for my order on delivery?

  I'm afraid that we can't accept 'payment on delivery'. All orders must be paid for prior to dispatch.

• How can I pay with clearpay?

  Please check this page for frequent questions relating to clearpay service.

Amending orders

• How do I amend my order?

  If you wish to amend your order, simply use our online support facility here log into your account for the quickest way to amend your order – please note once an order has been assigned to our production team you will be unable to make any amends

• Can I change the gift message?

  If you wish to amend your order, simply use our online support facility here log into your account for the quickest way to amend your gift message – please note once an order has been assigned to our production team you will be unable to make any amends.

• Help! I have ordered more than once. What can I do?

  Simply use our online support facility here log into your account for the quickest way to remove your unwanted item – please note once an order has been assigned to our production team you will be unable to make any changes to your order.

• Will I be informed when the order is delivered?

  Under normal circumstances, we receive dispatch and delivery notifications from our courier. We then use that information to keep you informed of the delivery progress of your order via email and/or SMS message. Please note that this service is not guaranteed and there may be time delays between us receiving a status update and sending you a notification.

• When can I contact your Customer Support team?

  Our customer support team are available between 7am-10pm GMT, 7 days a week. Simply use our online support facility  here to help diagnose your issue and where required you can contact our friendly team

Delivery

• What can I do to ensure that my order is delivered successfully?

  A successful delivery depends on accurate information: the full name, address and postcode of the recipient. Delivery instructions (which can be added at checkout) are also useful if the property is difficult to locate or if the recipient is at a business, university or hospital. Here, as much information as possible (ward numbers, departments, etc.) really helps.

• Can you deliver at a specific time?

  We offer a timed delivery option at an extra delivery charge. Other than the timed delivery option, we are unable to accommodate specific requests for delivery other than within these delivery times. This is because our couriers need to consider the most optimal route for all the deliveries they are making.

• Where is my order?

  Don't panic! There's a quick and easy answer. You can 'Track your order' to find out your order status or the location of your flowers by typing your order reference number in the box at the top right of every page on this website. Hint: you can find your order number in any of the transactional emails you've received from us that relate to the order in question, or log in and look it up using 'My Account'.

• Can you guarantee delivery on a specific date?

  Whilst we deliver 95% of our orders on time, due to the current UK driver shortage there might, on some occasions, be some delays with flower deliveries. Please allow 24 hours after the intended delivery date for delivery to be made. We also offer a Guaranteed Premium delivery service as well as Guaranteed Timed delivery service, which can be upgraded, at a cost, and is offered as part of our peace of mind service, with a guarantee to arrive or be attempted on your selected delivery date with a full refund if we fail to meet our promise.

• Can you deliver gifts to business addresses or hospitals?

  Unfortunately, many hospitals refuse to accept deliveries of fresh flowers, its best to check before placing an order. For business addresses, please ensure that you use timed deliveries to make sure that your order is delivered during office hours. This is very important as our standard deliveries are made between 8.00 a.m. and 9.00 p.m.

• Can you deliver on a Sunday?

  Yes – we can! (apart from on Bank Holidays)

• What time will the order arrive?

  Unless you've specified one of our timed delivery options, the flowers will be delivered between 8.00 a.m. and 9.00 p.m.

• What happens if the recipient isn't in when you deliver?

  We're a practical lot, so we've got a few trusted tricks to ensure your special (or specified) someone gets their gift. These include leaving the order securely on the property (we exercise sensible discretion; order safety is high on our list of priorities), leaving the flowers with neighbours (ditto parenthetical clause above).

  Either way, a card will be left at the recipient's address to inform them where the flowers have been left.

  In the event that we're unable to leave the order securely on the property or with a neighbour, the flowers will be brought back to our depot and we'll contact you to arrange a redelivery.

• The recipient is only going to be in during the morning, can you deliver before lunch?

  We most certainly can. We offer a Guaranteed before 1pm delivery option which can be upgraded to, at a cost, after choosing your delivery date.

Ordering problems

• I've not received an order confirmation, what should I do?

  We automatically send out an order confirmation email once we receive your order. However, sometimes customers do not receive these emails. If you want to double-check that we've received your order, please use our support facility here

• How can I request an invoice?

  If you require an invoice, please contact customer support who will be happy to assist you with your request.  here

• I've received some flowers, but don't know who they are from...

  I'm afraid that we are not able to disclose the details of the person sending the flowers unless they allow us to.

• I've tried to submit payment, but something's gone wrong, what can I do?

  Simply contact our customer support team to assist you with your issue here

• I'm having a problem ordering online, what can I do?

  Please contact us through here choosing 'An order I am trying to place' to assist with placing your order

Payment problems

• How can I pay for my order?

  If you wish to pay for your order, simply follow the instructions within check out – inputting your email address, telephone number, recipient name and address and a gift message if you would like to include one. Payment can be made by credit or debit card, google pay or ClearPay.

• Why has my payment failed?

  There are a number of reasons why your payment could have failed. The most common reasons are that the bank has declined the card, the security code is incorrect, or the card limit has been exceeded. Sometimes, a credit/debit card may work on some e-commerce websites, but not on others. This is outside our control.

• What happens if I don't pay before dispatch?

  If we do not receive payment before we need to prepare your order for dispatch, we regrettably cannot deliver the order. It is therefore very important that you contact us as quickly as possible after receiving this notification of failed payment.

Delivery problems

• The recipient has told me that they haven't received the order, what should I do?

  Please contact us through our support choosing an order I have placed to see the latest information regarding your order

• The delivery confirmation shows that my order was left in a secure place, what does this mean?

  In the event that we are unable to leave your order with the recipient, we will try to leave it securely on the property. If this is the case, our drivers will leave a message card for the recipient telling them where order is.

• The recipient has told me that the flowers weren't what I ordered, what can I do?

  In rare circumstances, our florists need to make last-minute changes to the flowers that they use to make up the arrangements.

  Although this is regrettable, it is normal practice due to the possibility of damaged or poor quality flowers being received from the growers, as stated in our terms and conditions.

  Where it is necessary to substitute flowers, we will do our best to inform you before the flowers are dispatched. However, in some cases this is not possible.

  Rest assured that our florists will always use flowers that are of a similar style and colour and of equal or greater value to your original order.

  If you are not happy with the substitution that has been made, please use our support facility https://support.serenataflowers.com/enand our customer support team will do their best to ensure that a redelivery of your original order is made at a time that best suits the recipient.

• I ordered for a timed delivery slot, but they were delivered late, what can I do?

  Due to unforeseen circumstances, our drivers may not reach the recipient's address on time. Clearly, this isn't ideal and if our drivers think that they may arrive late, we will do our best to inform you and/or the recipient. If you are unhappy that the order arrived later than the delivery slot that you requested, please fill in the contact us form at the top of the page and one of our customer support agents will contact you to help you resolve the problem.

• Why weren't you able to deliver my order?

  We do our very best to ensure that your recipient receives the products you have ordered. However, there are sometimes problems that prevent us from delivering. These include the recipient not being at home, our drivers being unable to find somewhere secure to leave the order, problems with the delivery address provided. Where possible, the details above provide the reason why we weren't able to deliver.

• What is a UK Postcode?

  Postcodes are similar to ZIP codes in the US. Each postcode generally represents a street, part of a street, or a single premises. The format of UK postcodes is generally:

  A9 9AA
  A99 9AA
  A9A 9AA
  AA9 9AA
  AA99 9AA
  AA9A 9AA
  

  where A signifies a letter and 9 a digit.

  For more information, please seehttps://en.wikipedia.org/wiki/Postcodes_in_the_United_Kingdom.

• Why is the postcode so important?

  Without a complete address and postcode, we are unable to guarantee to deliver your order. It is therefore very important that the address is complete and that it matches the postcode provided.

• How can I find the correct postcode?

  You can find the correct postcode for any address in the UK by visiting:

  http://www.royalmail.com

  http://www.192.com