Frequently Asked Questions
Here at FLOWERS IN THE AVENUE online flower shop our aim is to provide a high class, personal flower delivery service. We will do all we can to ensure that your shopping experience with us is enjoyable and that your flowers arrive at their new home in peak condition. If your questions aren't answered here please contact us online or telephone us during working hours when our florists will be pleased to help.
Orders
How can I change my order?
We will always do our best to change your order for you but can only guarantee changes made at least 24 hours before delivery. Just contact us by telephone during working hours or fill in the call me back box online and your personal florist will contact you.
How can I cancel my order?
Cancellations must be made 48 hours before delivery for a full refund, telephone FLOWERS IN THE AVENUE on 01428 727898. Refunds will be made to the credit or debit card used to place the order.
Can I specify a time for delivery?
Deliveries are usually made between 9am and 6pm. If you require a more accuratley timed delivery we are happy to help where we can, please contact us before you place your order to check we can fit in with you.
Why do you need the recipient's postcode?
Postcodes help us enormously to locate addresses so you must provide a delivery postcode to ensure speedy delivery of your order. If you are not sure of a postcode go to www.royalmail.co.uk , click on find a postcode, fill in your delivery address, they provide a code for you to type in and Bobs your uncle. A fantastic site!
Why do you need my address, postcode and telephone number?
Your address and postcode details are important to process payment details, please ensure that you use the name and address that the card is registered to. Should there be a problem with delivery we may need to contact you so do provide daytime contact numbers as well.
Payment
How can I pay for my order?
We accept all major credit/debit card payments online except American Express. Our website has a secure checkout so your details are safe with us.
What happens if there are problems with my payment?
Occasionally we experience problems processing a card payment. We will contact you immediately if there is a problem so that we can still deliver your order on time. Usually the problem is just a digit typed incorrectly and is easy to resolve. We cannot however be held responsible for late deliveries due to non validated payments.
Delivery
What are your delivery charges?
We have a flat rate delivery charge of £5.00 to our delivery area of Alton, Farnham, Godalming, Grayshott, Haslemere, Liphook and Petersfield, this will be added on checkout through PayPal. If you are ordering for delivery outside of this area please contact us before placing your order.
What happens if the recipient isn't in?
Our driver will always try to leave your delivery in a secure place at the delivery address and leave a card to explain where the flowers have been left. We cannot be held responsible for theft of flowers left securely at a delivery address. If there is nowhere secure to leave the flowers at the delivery address the flowers may be left with a neighbour and a card will be left at the delivery address.
What happens if you can't deliver due to bad weather?
Our drivers will always do their best to deliver your order on time. In the rare event that the weather makes driving dangerous we will suspend deliveries. We will contact you immediately by telephone or email and the delivery will be made as soon as it is safe to do so, we will also refund your delivery charge.
Do hospitals allow flowers?
Some hospitals do not allow flowers on the wards or in specialist areas. We cannot be held responsible for non acceptance of flowers in hospitals. You are responsible for checking whether hospitals have a no flower policy.
Our Designs
What are Seasonal Favourites?
We always look at seasonal products at the markets and are pleased to design special bouquets and arrangements around these flowers. The advantage for you is that you get more stems for your money as seasonal flowers are usually cheaper. The bouquet that is delivered may not be exactly the same as the design in the photograph but you can rest assured that your florist will create a stunning bouquet for you. You can of course use the drop down menu to make a colour choice.
What about Sympathy Flowers?
We do need the name of the funeral director, the name of the deceased and most importantly, the time of the funeral to ensure that your flowers arrive in good time. Funeral directors may not accept flowers if they arrive late. You give us all the details and we'll do the rest.