FAQs

 

Frequently Asked Questions

 

Why are Memento Flowers, flowers fresher?

How are the flowers packed?

Are vases included in our purchase?

Can I choose a vase to go with the flowers?

Can you make some small changes to the product that I choose?

Can I send a gift message with my order?

 

ORDERING

 

What are Discounts and Rewards?

How do I place orders on your website?

What about ordering on the phone?

What are your shipping or delivery charges?

Can I send flowers overseas?

Can I send my order anonymously?

 

PAYMENT

 

How can I pay for my order?

How do I amend my order?

Can I change the gift message?

I have double ordered. What can I do?

When can I contact your Customer Services team?

 

DELIVERY 

 

 

Can you deliver at a specific time?

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

Can you guarantee delivery on a specific date?

Where is my order?

Can you deliver gifts to business addresses or hospitals?

Can you deliver on Sundays?

What time will the order arrive?

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

Can you do a morning delivery?

 

ORDERING PROBLEMS

 

I’ve not received an order conformation, what should I do?

How can I request an invoice?

I’ve received a gift, but don’t know who sent it?

I’m having problems ordering online, what can I do?

I’ve just placed an order and realized that I have 2 products rather than one!

 

PAYMENT PROBLEMS

 

What is the quickest way of contacting you if I’m having trouble paying for my order?

What happens if I don’t pay before dispatch?

Why has my payment failed?

 

DELIVERY PROBLEMS

 

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

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

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

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

Why weren’t you able to deliver my order?

What is a UK postcode?

Why is the Post Code so important?

How can I find the correct post code?

 

 

 

 

 

 

 

 

 

 

 

Why are Memento Flowers, flowers fresher?

We only purchase premium flowers from our suppliers in Convent Garden who receive fresh blooms from Holland every morning and we make sure we are there bright and early to claim the pick of the bunch.

 

How are the flowers packed?

With great care depending on the package display that you have chosen on the site.  All of our packaging is suitable to deliver and present your flowers in pristine condition.

 

Are vases included in our purchase?

Some of our floral arrangements come with a vase included in the price. For those that do not, you can choose an appropriate container from our range in the 'Special extras' panel of the product page, just add the container that you fancy to your order.

 

Can I choose a vase to go with the flowers?

It is our pleasure assists you in every way possible. If the flowers you're ordering are suitable for presentation in a vase, we'll show some of the appropriate choices on the product page for you to add to your order.

 

Can you make some small changes to the product that I choose?

We certainly can, just click on the 'email us' or 'call me back' link in the top-right corner of the page, then complete the form, and we'll be happy to help you personalize any order that you make.

 

Can I send a gift message with my order?

Yes, of course! Your gift message will be printed on a high quality card and attached to your order.  You can use up to 200 characters in your personal message.

 

 

ORDERING

 

What are Discounts and Rewards?

Discounts & Rewards is an online shopping programmed that offers many discounts and savings on goods and services from some of the best known online stores and service providers. A growing number of e-tailers are supporting the programmed whose members have access to a wealth of offers and discount vouchers that are provided every time they shop online. Membership also includes additional benefits such as Price and Delivery Guarantee Protection. If you would like more information about Shopper Discounts & Rewards you can reach them at http://www.shopperdiscountsandrewards.co.uk.

 

How do I place orders on your website?

It's really easy, just by clicking a few buttons. Once you've found a product that you like, simply click the 'Buy now' button next to the bouquet to be taken to our easy 3-step checkout. During checkout process, you'll be asked to provide the name and address of the person to whom you're sending the gift, your own invoicing address and your credit card details. You'll also get to choose a delivery date and time and the opportunity for composing that special personal message for the message card.  The whole process is intuitive and very fast, you are assured that all your details are stored and transmitted super securely, and never ever shared with anyone else.

 

What about ordering on the phone?

We are delighted to talk in person and to get to know our customers.  Please call us on our order hotline on 0800 3766 547 if your in the UK or if your calling from outside of the UK +44 (0) 207 821 97 00. 

 

What are your shipping or delivery charges?

Our standard delivery charges shown on the website apply where your order will arrive on the specified weekday between 8.00 a.m. and 6.00 p.m. is free to almost any UK mainland postcode.

 

Can I send flowers overseas?

We don't personally fulfill overseas orders. However, we do work with the best florists around the world and are confident of delivering the same high quality products as customers receive locally. Simply choose the International link in the left hand menu and choose the destination country to see our extensive range.

 

Can I send my order anonymously?

If you what to keep your recipient guessing who sent them such a lovely gift, we're happy to play along and we promise not to let onto your true identity. Our confidentiality rules are set 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

 

How can I pay for my order?

If you wish to pay for your order other than by using the checkout facility in the shopping cart you can simply click the 'call me back' link located in the top-right corner of the page. Please ensure that you have the order reference number and credit/debit card details to hand.

 

How do I amend my order?

We all make mistakes or change our minds when we see something else that takes our fancy.  If you wish to change your order, simply complete either of the forms accessed via the 'email us' or 'call me back' links located in the top-right corner of the page. Please ensure that you have the order reference number, the recipient's postcode and delivery date to hand.
Please note that we can only guarantee to accept amendments if they are received at least 48 hours before dispatch of your order.

You might find it to be quicker to telephone our UK order hotline on 0800 3766 547 or on this number +44 (0) 207 821 97 00 if you are calling from outside of the UK and speak to us in person.

 

Can I change the gift message?

Of course you can change your gift message as long as you inform us at least 24 hours before dispatch. After that time, we cannot guarantee to be able to make the amendment.

You can fill in either of the forms accessed via the 'email us' or 'call me back' links in the top-right corner of the page, and one of our customer service agents will call you back.

 

You might find it to be quicker to telephone our UK order hotline on 0800 3766 547 or on this number +44 (0) 207 821 97 00 if you are calling from outside of the UK and speak to us in person.

 

I have double ordered. What can I do?

Please call our either our UK order hotline on 0800 3766 547 or on this number +44 (0) 207 821 97 00 if you are calling from outside of the UK and speak to us in person.

 

Please have both sets of order information ready so that we can quickly cancel one of them.

 

Will I be advised when the order is delivered?

Delivery confirmations are currently only available for our next day flower range and wine range.

 

When can I contact your Customer Services team?

Its east to get in touch with our customer service team just telephone our UK order hotline on 0800 3766 547 or on this number +44 (0) 207 821 97 00 if you are calling from outside of the UK and speak to us in person.

 

We are available Monday to Saturday from XXXXXXXX to XXXXXX to assist you in any way we possibly can.

 

 

DELIVERY

 

Can you deliver at a specific time?

For local deliveries please get in touch with our customer service team in order to enquire about special deliveries, telephone our UK order hotline on 0800 3766 547 and speak to us in person.

 

We are unable to guarantee delivery of orders at specific times for national and international unless the customer has made special arrangements, but are normally able to deliver within a time frame of a few hours. Please include your requested time frame in the special instructions box when ordering.

 

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

By taking extra care when you are filling in the order form and providing us with accurate information such as the full name, address and postcode of the recipient.

 

Additional 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. Providing us with as much information as possible (ward numbers, departments, etc.) also really helps.

 

Can you guarantee delivery on a specific date?

There is generally no problem in providing specific delivery dates for local deliveries, however we do not deliver on Sundays or Bank Holidays when our shops are closed.

 

For our relay service and courier-delivered flowers and wine products, yes, we can – except on public holidays.

 

Please note that we are unable to guarantee to delivery postal flowers and chocolates on the selected delivery date. For more information, see our delivery information page.

 

Where is my order?

 

DON’T KNOW IF YOU HAVE THIS FACILITY ON YOUR WEBSITE!!!

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 deliver gifts to business addresses or hospitals?

Delivering fresh flowers to hospitals can be problematic and potted plants are a big NO due to the hygiene and contamination rules relating to the soil. 

 

No hospital will allow any flowers in intensive care units at all but may permit them to be placed outside of the ward in the corridor.

 

It is always best practice to phone the ward sister and ask what the hospitals individual policy is regarding flowers and gifts.

 

Can you deliver on Sundays?

Please forgive us for not offering a Sunday delivery service at present.

 

What time will the order arrive?

Unless you have made special arrangements for a timed delivery the flowers will be delivered between 8.00 a.m. and 6.00 p.m., Monday to Saturday.

 

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

It is always best to ask the recipient when they will be in to receive the gifts or to ask them to arrange for a friend or neighbor to take them in.  Some recipients may say leave them in an outside cupboard or shed or just leave them by the back door.  You need to make this clear in the special instructions box during checkout.

 

Deliveries only become problematic when there are no clear instructions for our drivers.  They do use their initiative and make every effort to deliver within the specified time but sometimes they have to bring the gift back to the shop and try again the next day.

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

 

Can you do a morning delivery?

We offer a number of timed deliveries including weekday services: before noon £4.99 surcharge, afternoon £4.99 surcharge, avoid school run £4.99 surcharge and evening £9.99 surcharge. We also offer before noon £4.99 surcharge and afternoon £4.99 surcharge delivery on a Saturday.

 

ORDERING PROBLEMS

 

I’ve not received an order conformation, what should I do?

Order conformation emails are automatically sent out when the order is submitted.  However, sometimes they are not received by the customer.   If you want to double-check that we've received your order, please email us using the 'email us' form (quoting your name and the recipient's postcode and delivery date) or call our order hotline on 0800 3766 547 if your in the UK or if your calling from outside of the UK +44 (0) 207 821 97 00 where we will be happy to confirm your order and send out another conformation email.

 

How can I request an invoice?

The easiest way to request an invoice is to login to 'My Account' and view your Order History. A PDF invoice can then be downloaded and printed.

 

I’ve received a gift, but don’t know who sent it?

I'm afraid that the Data Protection Act prevents us from disclosing the details of the person sending the gift unless they allow us to.

 

I’m having problems ordering online, what can I do?

Simply fill in the 'email us form' or use the order hotline on 0800 3766 547 if your in the UK or if your calling from outside of the UK +44 (0) 207 821 97 00.  And we'll do all we can to help you place your order.

 

I’ve just placed an order and realized that I have 2 products rather than one!

Simply fill in the 'email us' form or use the order hotline on 0800 3766 547 if your in the UK or if your calling from outside of the UK +44 (0) 207 821 97 00 and one of our customer service team will contact you to help you amend the order.

 

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

Simply fill in the 'email us' form or use the order hotline on 0800 3766 547 if your in the UK or if your calling from outside of the UK +44 (0) 207 821 97 00.  And one of our customer service teams will contact you to help you complete your order.

 

PAYMENT PROBLEMS

 

What is the quickest way of contacting you if I’m having trouble paying for my order?

Payment failure is always disappointing and we would very much like to help, it is very important that you try to contact us as soon as possible as, without payment, we are not able to deliver your order.

During our UK office hours, the best ways to contact us is to give us a call on the order hotline on 0800 3766 547 if your in the UK or if your calling from outside of the UK +44 (0) 207 821 97 00

If outside UK office hours, please fill in the 'email us' form and we will do our best to contact you back as quickly as possible.

 

For security reasons please, don’t provide your credit card numbers via email. We recommend using our telephone-based customer support (which is completely secure) to make payment.

 

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.

 

Why has my payment failed?

Payment failure is always disappointing and usually no fault of the customer.  There are a number of reasons why this happens and the most common reasons are that the banks are carrying out a scheduled security exercise and have declined the card, or 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.

 

DELIVERY PROBLEMS

 

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

Please fill in the 'email us form' or call our order hotline on 0800 3766 547 if your in the UK or if your calling from outside of the UK +44 (0) 207 821 97 00.  And one of our customer service team will help you resolve the problem.

 

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

In rare circumstances blooms of the right high quality are just not available and 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.

We always provide you with the best possible alternative of equal price and similar style where it not detract to far from the original presentation.  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.

If you are not happy with the substitution that has been made, please fill in the 'email us' form or call us on our order hotline on 0800 3766 547 if your in the UK or if your calling from outside of the UK +44 (0) 207 821 97 00 our customer services team will do their best to ensure that a redelivery of your original order is made at a time that best suits the recipient.

 

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.

 

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

Our drivers make every effort to deliver on time however we do live in the real world and unforeseen circumstances such as accidents, heavy traffic, diversions and the like affect our drivers timing.  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 'email us' form or call our order hotline on 0800 3766 547 if your in the UK or if your calling from outside of the UK +44 (0) 207 821 97 00 and one of our customer service team will try to help you resolve the problem.

 

Why weren’t you able to deliver my order?

From experience most of the problems with delivery is about communication so filling in the order form correctly and providing any special instructions is must.  Also consulting with the recipient is helpful as they will be able to let you know when they are available to receive the gift.

 

On our part, we always do our very best to ensure that your recipient receives the products you have ordered on time. However, sometimes there are 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 ever possible, the details above provide the reason why we weren't able to deliver.

 

What is a UK postcode?

UK post codes are similar to Zip codes in the US and generally represent the street part of an address, Post codes consist of a mixture of letters and numbers which are used by the Post Office sorting machines.

For more information, please see http://en.wikipedia.org/wiki/UK_postcodes

 

Why is the Post Code so important?

If we don’t have 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 post code?

The best place to find out about Post Codes is the Royal Mail website located at http://www.royalmail.com which provides the correct postcode for any address in the UK.