Frequently Asked Questions

Choose your flowers or gift, select the available options, add it to your cart and complete checkout. Enter the recipient’s full delivery address carefully before paying.

Contact us as soon as possible with your order number. We will help when preparation or dispatch has not started, but changes cannot be guaranteed after that point.

Use the promo-code box in your cart. Only one valid code can normally be applied to an order unless the promotion states otherwise.

Available secure payment methods are displayed at checkout and can vary by device and region.

Florai orders are delivered using Royal Mail services. The exact service depends on the product, destination and delivery option selected.

The cart date and time are your preferences. We always aim to meet them, but the final delivery window depends on Royal Mail availability and local conditions.

When tracking is available, the reference is sent with your dispatch update. You can use it on the Royal Mail tracking website.

Royal Mail may follow the safe-place, neighbour or collection instructions available for that service. Please review the tracking update for the next step.

Flowers are seasonal and naturally unique. If a stem is unavailable, our florists may make a thoughtful substitution of equal or greater value while keeping the same style and colour feeling.

Trim the stems, use a clean vase with fresh water, remove leaves below the water line and keep the bouquet away from direct heat and sunlight.

Yes. Add your special card message in the cart and we will include it with the order.

Available frequencies are shown when choosing a subscription. Options can include weekly, fortnightly or monthly delivery depending on the plan.

Use the Manage subscriptions link in your customer account. Changes must be made before the next order is processed.

Contact us promptly with your order number and clear photos of the flowers and packaging so our team can review the issue.

Fresh flowers are perishable, so standard returns may not apply. If there is a quality or delivery issue, contact us and we will assess the appropriate solution.