Confirmation & Delivery

Questions regarding order confirmation, delivery guarantees, addresses, issues, and timeframes.

Delivery                                                      
Will my flowers be delivered by a courier or a florist?          

Wondering how your flowers will be delivered? Here's what you need to know:

Courier Delivery:

If your flowers will be delivered by a courier, this information will always be clearly stated on the product page. If you're unsure, simply refer back to the product page for confirmation. Courier delivery ensures that your flowers are handled with care and delivered promptly to your desired location.

Local Florist Delivery:

On the other hand, bouquets that are available for same-day delivery before 15:00 on the weekdays and before 13:00 on Saturday will be delivered by a local florist. This is also clearly stated on the product page.

       

Where exactly will the order be left upon delivery?            

If the recipient does not answer the door, or is unable to answer the door, the courier will do their best to place the package in a place that can be found by the recipient. Sometimes it can be left in a hidden place to minimise the risk of theft. Upon delivery, we will let you know via email and SMS of the delivery confirmation. If the recipient cannot locate the order, then please contact Customer Support for further assistance.      

Do you deliver on a Sunday?      

At Sweet Stem Florals, we understand the importance of delivering flowers on special occasions, even on Sundays. In this article, we'll provide you with information regarding our Sunday delivery services, ensuring that no celebration goes without beautiful blooms.

Courier Bouquets: Sunday Delivery Available:

Great news! Our courier bouquets are available for delivery on Sundays. This means you can surprise your loved ones and make their Sundays even more special with a delightful floral arrangement. We're committed to ensuring that no occasion is missed, and our Sunday delivery service reflects that dedication.

Florist Bouquets: Sunday Availability Limited to Mothering Sunday:

While our florist bouquets are typically unavailable for Sunday delivery, there is one exception—Mothering Sunday. On this special day dedicated to honouring mothers, we offer Sunday delivery for our florist bouquets, ensuring you can express your love and appreciation with a beautiful floral gift.

 

 We go the extra mile to make every occasion memorable. With our Sunday delivery service, you can surprise your loved ones with stunning flowers, adding a touch of joy to their Sundays. While our courier bouquets are available for Sunday delivery throughout the year, our florist bouquets are exclusively offered on Sundays for Mothering Sunday. Trust us to deliver your heartfelt sentiments with care and punctuality, even on Sundays.

                                

How much do you charge for delivery?

Our standard delivery is free - how fantastic is that?

Free delivery is available anywhere in the UK, from Monday to Sunday (even on special occasions such as Valentine's Day or Mother's Day). 

If you would like your gift to arrive on a specific date or time, you can choose our guaranteed premium service at an extra delivery charge. This service has the peace of mind benefit that if the order doesn't arrive on the specified date, you get a full refund,  no questions asked. 

My delivery never arrived!

We are sorry to see you haven't received your lovely flowers or plants. For our different delivery options, please see detailed information below:

FREE courier delivery - 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 up to 24 hours after the chosen delivery date for delivery to be made. If your order still has not been delivered during this time please contact Customer Support who will be happy to assist you.
Premium guaranteed delivery - Guaranteed to arrive on your selected delivery date. If we fail to deliver or attempt to deliver, on the selected delivery date then please contact Customer Support who will be happy to assist you.
Premium guaranteed before 1pm - If you paid for a timed delivery option and the order was not delivered, or attempted, on time, then please contact Customer Support who will be happy to assist you.

You can track my order here 

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

Don't worry, we will make sure your gift is left in a safe place even when the recipient is not at home.

We can either leave the delivery somewhere safe at the specified address, leave the flowers with neighbours, behind a shed or other safe location. 

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 new delivery date.

Can I send flowers to a hospital, university or other residence-based institution?

Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. In addition, many hospitals do not accept flower deliveries due to health & safety restrictions.

It is for this reason that we no longer recommend that flowers are delivered to a hospital. If an order is placed for delivery to a hospital and the delivery is not successful, we reserve the right to not refund or resend the order.

Regarding deliveries to universities and other institutions, it can often be difficult to locate recipients. We are therefore not able to deliver to recipients themselves and will always deliver to the locations’ post room or reception. Please ensure that you include enough information for the staff to be able to locate the intended recipient of the flowers. We are not liable for the non-delivery of flowers to recipients at universities as we have no control of the delivery once it reaches the post room/reception.

Delivery Issues
Why does my tracking say delivered when its not?

Oh no, that must be confusing! 

If the recipient didn't find the delivery, there could be a few reasons. 

As we have to follow the latest government guidelines (social distancing measures), it could mean that the gift delivery may have been made to a safe location at the property and the driver has signed it off as delivered on the recipient's behalf.

Please ask them to check the property and surrounding areas, including neighbours, to locate the order. 

Why wasn’t my delivery left safely?  

We do our very best to ensure that the recipient receives your gift safely. 

Sometimes, life gets in the way and there may be problems that prevent us from delivering.

These include the recipient not being at home or not being able to find somewhere secure to leave your order.

If this is the case, we will leave a card at the address - please ask the recipient to look around for it. If we do not hear from you, we will attempt a second delivery usually on the following day.

I don't understand my tracking status!

We have received your order

Thank you for your order! It is currently being processed 

Please check for regular updates on the date of delivery. 

 

We are preparing your order

Your order is with our floral team and will shortly be dispatched. At this stage, no modifications can be made to the order.

 

Your order is out for delivery

Your order is with our delivery team and is on its way to the recipient.

 

Your order has been delivered

Your order has been safely delivered to the specified address.

If the recipient can't locate the delivery, please ask them to check for a driver's note that will specify where the package has been left.

 

Failed delivery

We tried to deliver your gift but were unsuccessful on this occasion.

Delivery is usually attempted again the following day. 

If you have any details which may help the delivery team in their next attempt please contact Customer Support who will pass share these details with the driver.

Confirmation
How can I request a VAT receipt?
If you require an invoice or VAT receipt, please contact Customer Support who will be happy to help you.
How will I know if you have received my order?

We try to make sending flowers as easy and convenient as it can be.

Once you place your order, you will get a notification email that lists all the details of your order, including the lucky recipient's address and date for delivery.

Please check it carefully and let us know if there is anything that needs to be changed. 

If you haven't received any emails, it's usually because they end up in your spam folder, so check there first.