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FAQS
ORDERING
1. Can I order over the telephone?
2. Can I order multiple items?
3. How do I know you have got my order?
4. What if I do not receive an order confirmation by e-mail?
5. Can I cancel / amend my order?
6. How do I re-order?
7. Can I pre-order in advance?
PRODUCTS
1. What is the difference between the 3 sizes and prices
for Flowers?
2. Will the products look exactly the same as illustrated?
3. Can I have a different colour or flowers to that illustrated?
4. Do you provide details on how to look after flowers?
5. Do prices include VAT and Delivery?
6. Can I send my order anonymously?
7. Can you provide me with additional flower information?
DELIVERY
1. Do you deliver on Sundays?
2. Do you deliver on Bank Holidays?
3. Can I specify a timed delivery?
4. Why do Flower and Gift orders arrive separately when delivered
to the same address?
5. What times are deliveries made?
6. What happens if the recipient is not home?
7. How much is delivery?
8. How can I tell if my order has been delivered?
9. What do I do if my order has not been delivered?
10. Can you deliver to Hospitals, Hotels, Ships, or Offices?
11. Can you deliver overseas?
PAYMENT & SECURITY
1. What payment cards do you accept?
2. When is payment taken?
3. Can I request a receipt?
4. Is your site secure?
5. Are my credit card details safe?
PRIVACY
1. Will my information be sold to third parties?
2. Will my details be used for marketing?
CUSTOMER SERVICES
1. Where can I read about what other customers say?
2. How will you contact me in case of problems?
3. What do I do if I think there is a problem with my order?
4. How do I make a complaint?
If your question is not answered here,
please contact Customer Services.
ORDERING
Can I order over the telephone?
Yes. Simply call 0161 330 1223 and we will be happy to take
your order and answer any questions you may have. Our hours
are 8.30am to 9pm Monday to Friday and 9am to 5pm on Saturday.
After business hours, you are welcome to use our contact
form or send your own e-mail to info@OnlineFlowersAndGifts.co.k
and someone will contact you the following working day.
Can I order multiple items?
You can order more than one item to be sent either to the
same delivery address or to different delivery addresses
in the same session.
Remember that flowers are delivered by your local Flowergram
or Evergreen florist, but other gifts are dispatched via
a courier, which means that Flower and Gift orders will arrive
separately when delivered to the same address.
How do I know you have got my order?
When placing your order online, after your payment has been
accepted you will see a confirmation screen, and you will
then be sent an e-mail detailing your order. Should you not
receive this e-mail please telephone customer services 0161
330 1223.
What if I do not receive an order confirmation by e-mail?
Should you not receive an e-mail confirmation within an hour
of placing your order please telephone Customer Services
on 0161 330 1223.
Can I cancel / amend my order?
Send a reply to our confirmation e-mail, send your own e-mail
to customer.service@OnlineFlowersandGifts.co.uk or call one
of our customer service consultants on 0161 330 1223 stating
your desire to cancel. We regret we cannot amend or cancel
orders within 48 hours of despatch.
How do I re-order?
Visit our web site at www.OnlineFlowersandGifts.co.uk and
follow the simple instructions or contact one of our Customer
Service Consultants on 0161 330 1223.
Can I pre-order in advance?
We will accept orders up to 12 months in advance.
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PRODUCTS
What is the difference between the 3 sizes and prices for
Flowers?
The small price shown is the minimum price possible to create
a small version of the design. The medium sized product is
pictured therefore choosing the small price would mean that
there would be fewer flowers than illustrated.
By ordering either the medium or large item you are giving
the florist more flexibility and value with which to fill
your order. This difference can be made by a combination
of a greater quantity of flowers, a greater variety of flowers,
a better quality grade of flowers and better quality accessories
and packaging.
Florists have many ways of making a regular arrangement become
extra special, and by offering three prices allows you to
choose according to your budget.
Will the products look exactly the same as illustrated?
FLOWERS
Due to seasonal and local availability we cannot guarantee
that the content of your delivery will always match identically
what is shown on this site. In the interests of providing
you with the best possible floral delivery your Evergreen
florist may substitute one or more items.
GIFTS
Should an item be out of stock, a similar product of equal
or greater value may be sent, rather than disappoint and
miss the intended delivery date.
Can I have a different colour or flowers to that illustrated?
If there are particular flowers or colours that you would
prefer to be included or even excluded, then we will do our
utmost to meet your request. Please use the Special requests
box on the recipient details screen.
Do you provide details on how to look after flowers?
Each flower order should be delivered with their own set
of Care Instructions, but please click here for Flower Care
Information.
Do prices include VAT and Delivery?
All our prices include VAT and Delivery, the price you see
is the price you pay.
Can I send my order anonymously?
If you do not include your name on the message card the gift
will be sent anonymously. Our staff would be unable to give
details over the phone if the recipient calls us to ask due
to the Data Protection Act 1998.
Can you provide me with additional flower information?
To help you with your choice please find detailed further
information regarding the Meaning of Flower Colours and Flower
Varieties plus facts regarding Wedding Anniversaries.
Do you deliver on Sundays?
FLOWERS
Sunday deliveries may be possible by prior arrangement only
and with 2-3 working days notice. Extra charges may be incurred.
Customers should choose delivery for the day before or day
after with a Special Instruction to deliver on Sunday if
possible (excludes Mothering Sunday).
GIFTS
Delivery is not possible on Sundays.
Do you deliver on Bank Holidays?
Deliveries are not possible on UK Bank Holidays.
Can I specify a timed delivery?
With the exception of funeral orders we are unable to carry
out timed deliveries. We cannot guarantee any specific times
or am/pm requests included in the Special Instructions box,
but we'll do our very best to accommodate you.
If a timed delivery is critical we may be able to arrange
this for you at an additional cost, please call one of our
customer service consultants on 0161 330 1223.
Why do Flower and Gift orders arrive separately when delivered
to the same address?
Flowers are delivered by a local Flowergram or Evergreen
florist for maximum freshness and quality. Other Gifts are
sent directly via a courier using a next day service for
which we cannot determine the exact delivery time.
What times are deliveries made?
Flower deliveries are usually made by Flowergram or Evergreen
florists between the hours of 9am and 6pm. Other gifts are
delivered by courier usually in the morning but could be
up to 5.30pm.
What happens if the recipient is not home?
We will attempt to leave the gift in a secure and convenient
place (for example with a neighbour). On the occasions we
are unable to deliver we will post a card informing the recipient
of the necessary contact details and re-deliver the next
day.
How much is delivery?
The cost of UK delivery is fully included in the price* as
detailed in the Delivery Information.
How can I tell if my order has been delivered?
FLOWERS
Your order will be passed to our local Flowergram or Evergreen
florist. Once they have confirmed receipt of the order we
will send you an acceptance e-mail confirming that the florist
will be delivering your order as requested.
GIFTS
Balloons / Bears / Chocolates
We will send an acceptance e-mail once we have processed
your order and a special delivery number should be included
so you can track the status of delivery via Royal Mail.
Fruit Baskets / Gourmet Hampers
Once your order has been dispatched via the courier your
will receive an acceptance e-mail confirming this. Unless
we contact you either by e-mail or telephone you can assume
that delivery has taken place. We will only contact you if
our couriers for any reason are not able to deliver the order.
What do I do if my order not has been delivered?
Please wait until after 5pm as deliveries can be made up
until this time (at peak times - could be later). Secondly
check your e-mail to see if there have been any problems
with your order.
If this does not help please use our contact form, e-mail
customer.service@OnlineFlowersandGifts.co.uk or contact one
of our Customer Service Consultants on 0161 330 1223 with
details of your problem which we will try to resolve as quickly
as possible.
Can you deliver to Hospitals, Hotels, Ships, or Offices?
Yes but please include the additional information as detailed
below:
Hospitals: Address, Ward name or number, Home address of
recipient (if possible).
Hotels: Address, Telephone No, Room No (if known), Name of
tour company (if applicable).
Ships: Date and Time of sailing/docking, Cabin No (if known)
Offices: Company Name, Full address, Working hours.
Please note that on delivery to the reception of such locations,
the signature of any person authorised to accept delivery
on behalf of the organisation shall be accepted as proof
of delivery.
Can you deliver overseas?
We offer an international service with the exception of balloons,
fruit baskets and gourmet hampers.
Please view Delivery Information - International for further
details.
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PAYMENT & SECURITY
What payment cards do you accept?
We accept all major credit and debit cards including Visa,
MasterCard, American Express, Switch, Delta, Solo and Eurocard.
When is payment taken?
Your credit/debit card will be charged on the day you place
your order. Full payment for all items purchased through
this site is required before your order can be dispatched,
'we' cannot therefore accept payment on delivery.
Can I request a receipt?
Simply reply to our confirmation e-mail or send your own
e-mail to customer.service@OnlineFlowersandGifts.co.uk and
we will arrange for a receipt to be posted to you.
Is your site secure?
We do not store your payment
details at all, digitally or otherwise. Orders are taken
by the secure PayPal system. We
retain
your
information for ordering purposes only. Please see Security & Privacy
for further information.
Are my credit card details safe?
Using your credit card with Evergreen is completely safe.
You simply enter your personal details on our own server
before secure socket layers (SSL) encrypt your details for
transmission for authorisation by real time credit card processing
system provided by Commidea.
We do not handle or see your Credit Card number at anytime
throughout the order process. This provides all customers
with the ultimate in safe, secure online ordering.
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PRIVACY
Will my information be sold to third parties?
We will never share your confidential information with anyone
in accordance with the Data Protection Act 1998.
Will my details be used for marketing?
We will not e-mail you in the future unless you have given
us your consent and will only send occasional newsletter
e-mails if you want us to. If at any time you wish to change
this simply send an unsubscribe e-mail request to customer.service@Onlineflowersandgifts.co.uk.
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CUSTOMER SERVICES
Where can I read about what other customers say?
The Evergreen relay service has become a favourite way of
sending floral gifts around the world; click here to see
previous Customer Comments.
How will you contact me in case of problems?
In the case of Evergreen encountering problems with delivering
your order we shall contact you as soon as practicable either
by phone (if in UK) or by e-mail. Please ensure that you
give us full contact details when placing your order.
What do I do if I think there is a problem with my order?
Use our contact form, e-mail customer.service@Onlineflowersandgifts.co.ukor contact one of our Customer Service Consultants on 0161
330 1223 with details of your problem which we will try to
resolve as quickly as possible.
How do I make a complaint?
At Evergreen we are fully committed to providing you with
the best possible gift delivery service. Evergreen will investigate
your complaint and endeavour to respond within five working
days at non-seasonal times. (Christmas, Valentines Day and
Mothers Day may take longer). We will keep you informed throughout
the complete process and if we are satisfied that your complaint
is genuine a replacement or refund will be given. This does
not affect your statutory rights as a customer. Please see
our Terms and Conditions for further information.
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