Faqs

FACTS & QUESTIONS

Technical

WHAT SHOULD I DO IF I HAVE FORGOTTEN MY PASSWORD?

If you have forgotten your password, you can reset a new password, please click the Forgot your password link next to the login button and follow the instructions. Please contact us if you continue to experience problems.

CAN I CHANGE MY EMAIL ADDRESS?

Yes you can very easily change your email address, please log into your account using your current email address, and click on Edit Email Address/Password under Account Details. Once you’ve made your changes, please continue and your email address changes will be saved.

I’M HAVING TROUBLE SIGNING INTO MY ACCOUNT

You must sign into your account before you can shop with us if you have created an account with us, or if you want to see or track your orders. If you receive a message that says your email address/password isn’t recognised, follow the steps below:

  • Make sure you are using the same email address and password you registered with.
  • If you can’t remember your password click on the ‘forgotten password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.
  • If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.
  • If after this you still can’t sign in, contact our Customer Care Team giving as much detail as you can about the issue and of any error messages you get and what you’ve done so far to try to resolve it.

HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTERS?

If you no longer wish to subscribe to Forever Delightful newsletters, Email promotions, you can unsubscribe simply by clicking on the unsubscribe link in one of our newsletters. Please note, once you unsubscribe, it can take up to 7 days for the change to take effect. If you change your mind later and want to subscribe to our newsletters again, please get in touch with our Customer Care Team here.

WHAT CAN I DO IF I AM EXPERIENCING PROBLEMS WHEN ENTERING MY PAYMENT DETAILS AND/OR THE PAYMENT FOR MY ORDER IS DECLINED?

If your payment has been declined/not accepted, then you’ll need to place your order again. We’re not able to reinstate an order once the payment has been declined. To help ensure your order is not declined when placing a new order we suggest checking the following:

  • Check the card details make sure the information is correct, e.g. the expiry date or your billing address.
  • Make sure you enter the security code correctly – that’s the three digit number on the back of your card.
  • Your card issuer may have declined your payment – as they don’t tell us the reason for this, it’s best to check with them or contact your bank.
  • If you’ve checked all of the above, try paying with another card.

If you’ve tried all these and are still having problems, click here to contact our Customer Care Team with as many details as you can about the issue – including any error messages you receive and we’ll try to resolve it as soon as we can.

Payment Method

HOW CAN I CHOSE TO PAY ON FOREVER DELIGHTFUL?

The following payment methods are accepted on Delightful Flora: American Express, Visa, Visa Debit/Delta, MasterCard, Maestro UK and Maestro International. Unfortunately, we are unable to accept payment by cash, paypal or cheques for online orders.

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WHEN WILL I BE CHARGED AFTER PLACING MY ORDER?

When an order is placed, we request authorisation for the value of the order from your bank/card issuer to ensure that the funds are available and payment is taken when order is shipped. If you have any further queries, please contact your bank/card issuer.

Returns Policy

HOW LONG DO I HAVE TO RETURN FLOWERS?

It is important to note that flowers are perishable products and we need to be informed of any problem with your order within two (3) days after the delivery date to give us the best chance of successfully resolving the issue. We will, at our discretion, consider issues raised, but reserve the right to refuse a refund or replacement.

In the event of quality-related issues, we kindly request you send a digital picture of the delivered product clearly showing the problem to Contact Us, indicating you full details including date of purchase and order reference number where applicable and your full name and address and contact details.

We will replace the flowers if you are not 100% satisfied, please inform us within 3 days of receipt, We will offer to replace the flowers, if we have been notified within the 3 day period.

In cases of receiving damaged flowers, for this we are very sorry, we do very best to ensure safe and secure delivery, if unfortunately if you have received your flowers damaged in transit, please inform us immediately, we will offer to resend them for the next available date or offer a partial refund, we will resolve this as quickly as possible.

For non or late delivery we will we will offer to resend them for the next available date, in case if a refund is required, we will refund you, for this please allow 3-5 days for your card issuer to credit you, we usually issue the refund request within 3 days.

Refunds cannot be given for flowers that have died quickly, unless we understand there to be a genuine problem. It is important that flowers are cared for correctly. Putting them by heat sources or draughts, or failing to change the water and feeding will damage them. We include instructions and flower-food with all our arrangements. All flowers should normally last five days or longer, although this varies by variety. In some circumstances, flowers are sent in bud and will not be fully open when they arrive. However, they should open once they have settled at room temperature.

In respect of non-perishable products, you have the right to cancel the contract up to seven (7) working days following the delivery of the goods by notifying us by telephone or e-mail. All that we ask is that items are in their original condition, we will arrange with you for cancelled non-perishable goods to be returned to us, and we will credit your payment card with their price within a reasonable period of the day on which cancellation was given (provided payment has already been debited to your payment card).

It is important that we are contacted as soon as possible regarding issues with your order or the product(s) you have ordered. We need to be informed of any issues within two (2) days of the delivery to give us the best chance of successfully resolving the issue.

WHAT MUST I DO IF I RECEIVE INCORRECT FLOWERS OR WRONG ITEMS?

First of all we are very sorry to hear that you’ve received an incorrect order or wrong gifts, Please Contact Us and let us know exactly what is wrong with your order within 3 days of receiving your order. Please remember to include your order number within your message as this will help us speed up the search for your order details so we can try to rectify the issue as soon as possible.

On some occasions we may have experienced difficulty with our deliveries of certain flowers, in such cases we reserve the right to replace stems of an equal or higher value.

Loyalty Points Rewards

WHAT ARE LOYALTY POINTS?

Every time you make a purchase on the Delightful Flora  website, we will give you 2% back off all  orders. For each individual purchase, cash back rewards will be available to redeem with your next order. This is our way of saying thank you for choosing to shop with us. Awesome!

WHEN ARE CASHBACK REWARDS ISSUED?

Loyalty points rewards are issued at the point of sale, at checkout you will see the amount you qualify for, for your next order, if you have made a previous order, we will tell you at checkout how much cash back you have available to use, you will need to have created an account to participate.

HOW CAN I USE MY CASH BACK REWARDS?

Once you decide what you would like to redeem your Loyalty points rewards for, simply shop any items and add to your basket order. Once you have made all your selections, submit your order, at checkout you can view the amount that will be applied to redeem the Loyalty points rewards available to you. (You will need to login into your Forever Delightful account).

CAN I SAVE MY CASHBACK REWARDS TO USE LATER?

Yes you can save your Loyalty points rewards, do you do not have to redeem any Loyalty points rewards due with your next purchase, you can save them and use them against future order.

CAN I HAVE CASHBACK INSTEAD OF REDEEMING THEM?

Loyalty points rewards are only redeemable on the Delightful Flora website, and cannot be exchanged for cash.

HOW CAN I CHECK HOW MUCH CASHBACK REWARDS BALANCE I HAVE?

Please log into your account to view your Loyalty points rewards balance.

HOW LONG WILL MY LOYALTY REWARDS BE AVAILABLE FOR?

We do not have any time limits as to by when you must redeem your Loyalty points rewards. Customer accounts that are not active for a period of 36 months may be closed without any further notice, so please try and ensure that any Loyalty Points rewards due in your account are redeemed within this period.

DOES MY CASHBACK REWARDS HAVE ANY CASH VALUE?

Loyalty points rewards are only redeemable on the Forever Delightful website, and cannot be exchanged for cash.