Frequently asked questions
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.
Air-con and foot spas (well, stem baths, to be truthful) are par for the course as our flowers are swanned overland direct from the Dutch auctions to our Heathrow Design Studio HQ.
And because there are no middlemen routing your order from florist to florist, there are no commissions involved, enabling us to offer the freshest, high-quality flowers in the UK at unbeatable prices.
How are the flowers packaged?
Very comfortably, very securely, and very elegantly.
The stems of your flowers are secured in a drip-free cellophane bubble of horticulturally nutritious and delicious hydrating florists' gel before the bouquet is gently lowered into one of our bespoke toughened card boxes.
Card supports and filler materials ensure your flowers are sitting pretty throughout their journey – and look just as fabulous on arrival as they did in the departure lounge.
Oh yes, and Serenata bouquets are always glamorously accessorised with a stylish gift card and care instructions. Depending on the arrangement you've chosen, there may be other such quirky delights as raffia bows, paper skirts and twine ties to boot.
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.
I like one of your products, but can you change it slightly for me?
Yes, of course we can. Just click the 'email us' or 'call me back' link in the top-right corner of the page, complete the form, and we'll be happy to help make any order perfect just for you.
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 200 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 'Buy 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 invoicing address and your credit card details.
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, and never ever shared with anyone else. Ever.
Can I order by telephone?
Absolutely. Please call us on 0800 047 0310, or, if you're calling from outside the UK, dial +44 207 100 5826. Although we don't offer a 24-hour telephone service, we've got a nifty 'call me back' service, so you can leave us a note if you're visiting outside our office hours, and someone will get back to you pronto in the morning.
How much are shipping/delivery charges?
Standard delivery (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.
We also offer a number of timed delivery options for a small surcharge; these options are clearly presented on every product page and at checkout.
Saturday delivery is available at a charge of £4.99 (£9.99 before noon).
Do you send flowers overseas?
At the moment, we're unable to deliver flowers overseas.
Much to the glee of environmentalists, Serenata Flowers is not a known entity in airspace. That's great for the planet, but a bit of a downer for anyone who'd like us to deliver flowers further afield than that little island better known as Great Britain.
We could relay your order to random flower-sellers in faraway places, but that's not our style. An experience in flowers is our promise, and we can only deliver on that if every bouquet is made with premium quality flowers selected by our own buyers and crafted in-house by our team of talented floral artists.
We've found that this also benefits you financially, because without middlemen and commissions, we're able to keep our prices reasonable.
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.
Amending orders
How can I pay for my order?
Please email xethanh@gmail.com
How do I amend my order?
If you wish to amend 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
Can I change the gift message?
Yes, you can change your gift message as long as you inform us at least 48 hours before dispatch. After that time, we cannot guarantee to be able to make the amendment.
Please 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.
Help! I have ordered more than once. What can I do?
Please email customer@serenataflowers.com or use the 'call me back' form at the top of the page and one of our customer service agents will call you back to help you resolve the problem.
Will I be informed when the order is delivered?
Yes, you will receive emails informing you when your order has been dispatched as well as once it has been delivered. On occasion, the delivery confirmation email is sent out some time after the order has been delivered.
You can also track the status of your order by submitting your order reference number in the 'Track your order' box that appears in the top-right corner of the page.
For the most up-to-date information regarding the delivery status of your order, please use the order tracking facility on our courier's website, www.parcelforce.com.
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If you have chosen a timed delivery option (e.g. before 10.00 a.m. or before noon) and the order has not arrived before the designated time, please wait until after that time before contacting us as we are not able to provide more accurate information.
If you have chosen an 'all day' delivery slot and the order has not arrived before 6.00 p.m., please contact our customer services team immediately via the 'email us' or 'call me back' links at the top of the page and one of our customer service agents will call you back to help you resolve the problem.
When can I contact your Customer Services team?
Our customer services department is open Monday to Friday, 8.00 a.m. to 9.00 p.m., and
Saturday and Sunday, 9.00 a.m. to 6.00 p.m.
You can contact our customer services team via phone during these times or via email using the 'Email us' link at the top right of the page. Please note that, at some times, our customer services team may not be able to answer your call immediately. We therefore recommend that you try the 'Call me back' available on our website.
Delivery
Can you deliver at a specific time?
Although we offer a number of delivery options (between 8.00 a.m. and 6.00 p.m., before 10 a.m. and before noon), 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.
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.
Where do you deliver?
We offer gift delivery across the UK, which means you can send flowers to almost any postcode in England and Wales, and to most addresses in Scotland.
The only places we can't reach just yet are the Channel Islands, Isle of Wight, Northern Ireland and remote parts of Scotland, but we're working on it.
Can you guarantee delivery on a specific date?
Yes, we can – except on public holidays.
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 deliver gifts to business addresses or hospitals?
You bet we can. It's very important, however, that you provide full and accurate information about a recipient in hospital, including full name, ward number and full hospital address.
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 6.00 p.m.
Can you deliver on a Sunday?
We spend our Sundays making sure the rest of the week runs likes clockwork, so please forgive us for not offering a Sunday delivery service at present.
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 6.00 p.m., Monday to Saturday.
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. In fact, we can do better than that. On weekdays, we can deliver before 10.00 a.m. (£4.99 surcharge) or before noon (£3.99), and on Saturdays we can deliver before noon (£9.99 surcharge).
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 email us using the 'email us' form (quoting your name and the recipient's postcode and delivery date) or use the 'call me back' form at the top of each page.
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 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`m having a problem ordering online, what can I do?
Simply fill in the 'email us form' or use the 'call me back' form at the top of each page and we'll do all we can to help you place your order.
I`ve just placed an order and realised that I have 2 products rather than one. Please help!
Simply fill in the 'email us' form or use the 'call me back' form at the top of the page and one of our customer service agents 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 'call me back' form at the top of the page and one of our customer service agents 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?
If your payment has failed, 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 complete the 'call me back' form at the top of the page.
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. Please note that you are advised not to provide credit card numbers via email. For your security, we recommend using our telephone-based customer support (which is completely secure) to make payment.
What happens if I don`t pay before despatch?
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?
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.
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 use the 'call me back' form at the top of the page and one of our customer service agents will contact you to 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, 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 fill in the 'email us' form or use the 'call me back' service at the top of the page and 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?
Due to unforseen 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 'email us' form or use the 'call me back' form at the top of the page and one of our customer service 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 see http://en.wikipedia.org/wiki/UK_postcodes.
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
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