FAQ/ T&C of purchase
Closed from Friday 20th December 17:30 - Monday 6th January 08:30
Thank you to all our valued customers for another fantastically busy year! We love & appreciate every single one of you! ~Without you we wouldn't be here. Wishing all our customers a very happy christmas & a happy new year!
- With love, The Forever Flowers Team
Normal opening hours
monday - friday 08:30 to 5pm
Saturday 9 to 4pm
Sunday closed
Where are you based?
Our private floral studio is in Biggin Hill TN16, Kent, the Garden of England.
Can I collect?
Yes. We offer by appointment collections during opening hours and late night on a Thursday until 7pm. If you'd like to collect please order via our website and use discount code 'LOCAL' at checkout and either call us with your order number or drop us an email with when youd like to collect
I've put the wrong shipping address. Can I change it?
Yes. Please email us the correct address as soon as possible to hello@foreverflowersuk.com
How long will my order take?
Standard delivery on most designs usually take 3-5 (monday to friday). Please note that occasionally our delivery times may be longer during busier times or on special days eg. Valentine's day. Please allow as much time as possible to ensure we can deliver to you on your chosen day.
Do you offer express delivery?
Yes. If your flowers are in stock we can expedite your flowers either same or next day nationwide. Express orders must be received before 11am. Please call or email us to check before placing your order on our website. Email - hello@foreverflowersuk.com or call/ whatsapp/ text our florist team on 07946 712907 or contact us here
11:00 GMT is our our cut off time for express service. After 11am your order will be processed the next working day. Working days are Monday to Friday, excluding Saturday and Sunday. Example orders 11:30 on friday will be processed on monday morning.
I want to order something custom made/ not on your website. How long will it take?
Bespoke orders usually take 7-10 days and 10-14 on complex or vert large arrnagements. See our platinum & gold service for bespoke creations.
I would like my order delivered on a specific date. Can you do this?
Our checkout process makes ordering simple and includes a handy calendar which allows you to select your preferred delivery date. We dont guarantee or offer refunds/ part refunds for any third party courier deliveries on specific dates or times.
I just need standard delivery. Do I need to pick a date from the calender?
No. If you choose standard delivery you don't need to select a specic date. We will ofcourse, update you throughout shipping with a dispatch email or text, and a delivery email as well.
I need to tell the florists something about my design. Can I do this?
Yes. Please pop at note in the 'notes to seller' box at checkout.
Who will deliver my flowers?
Our regular courier is DPD. We find our customers appreciate their 1 hour delivery slot and we find they offer the most reliable service. If you are within 5 miles of Biggin Hill one of our own team will deliver to you and we can guarantee your delivery date. Unfortunately when we hand your order to a third party to deliver on our behalf we arnt able to guarantee a specific date. For smaller items we use Royal mail tracked services. Please select the most appropriate delivery method for you. We are always on hand to guide you through the options.
Third Party deliveries (terms & conditions of purchase)
We use third parties to deliver to in good faith, however, Forever Flowers cannot be be held liable for delays caused by third parties whatsoever. As such, we do not offer refunds, cancellations or part refunds for late arrivals, change of days or delayed deliveries. Any delays or loss are subject to third parties investigations and their allotted time of when they deem a parcel to be officially lost by them. We will not offer a refund until such time as third-party deliveries deem the parce officially lost which, depending on the third party and service used.
Why do you need my contact details?
Our florists may contact you if there is an element of your design they need to discuss with you or ammend. We use your contact email and/ or telephone number to connect with you to; update you on your order, notify you when your order is dispatched and with delivery updated. By purchasing via our website, in person or by telephone customers accept data will be used, securely stored and processed in accordance with GDPR and data handling law in this way.
Do you deliver outside the UK?
We ship our preserved and silk roses worldwide and our fresh flowers within the UK *subject to certain postcode restrictions. We do not ship to PO Boxes, APO's, Military bases, university campuses or army barracks and in some cases larger commercial estates.
Are preserved roses real roses?
Yes. Our preserved roses are 100% real roses that have been specially preserved in organic oils to live for 1-3 years. The look and feel exactly like fresh roses.
Do you offer samples?
Yes. Petal samples are available on request. Please contact us here.
Substitutes
Substitutes
On occasion it may become necessary to substitute items or certain flowers within your order. We reserve the right to do this and any Substituted items (flowers stems, candles, luxury chocolates or teddies) will be of an equivalent or higher value.
How often do I need to water preserved roses?
Never. Preserved roses require zero maintenance. You'll find full care instructions attached to your order. Misplaced your care instructions? Don't worry. We can send you a new one free of charge or you can refer to our online care instructions below.
How long do they live?
Following your care card instructions attached to your order your preserved roses should live for up to a year. Please note we do not offer a guarantee on preserved roses lifespan only our fresh roses of 4 days from delivery.
How do they live for so long?
By using a clever flower preservation process our preserved roses stay as beautiful as the day they were cut. When they reach their peak of growth each rose has their sap replaced with a moisturising preservative which keeps them soft and supple with the look and feel of a fresh rose but with around & up to around 12 month* extended life. Please note we do not offer a life span guarantee. Preserved roses are real roses & if they are exposed to a variance in temperature (ie. central heating/ air conditioning) the roses' outer petals can open out/ relax into their environment. This is not deemed by us as a fault but a natural occurrence to a change of temperature, as such we do not offer a refund or exchange. Fresh & preserved roses and flowers are perishable goods & as such we do not offer a guarantee on their life span once in your possession/ in your home. The care guide swing tag attached to all our order's gift wrapping (duplicated also on our website) care instructions are provided to you as guidance and once in your possession Forever Flowers do not offer a guaranteed-on life span. Our roses do not have a fragrance and must not be sprayed with anything whatsoever like perfumes or room sprays this will cause damage. Forever Flowers are for ornamental purposes only and should not be handled.
What colours are available?
You can view all of our rose swatches HERE. Our standard pallet includes; Princess Pink, Cadillac Pink, Eternal White, Moulin Rouge (Red), Imperial Purple, Panther Black, Electric Blue, Tiffany Green, '24 Carat' Gold, 'Sterling' Silver*. We dispatch colour samples (up to 6 colours) complimentary. Please drop us a line to hello@foreverflowersuk.com
We also have the following special-order colours; Hot pink, Cadbury purple, lilac, Summer Sky blue, cream, nude/peach, firefly orange, white with a touch of pink (our Charlotte roses), emerald, green, lime green, sunshine yellow, Palma Violets & Rainbow Roses.
*'24 Carat' Luxe Gold and 'Sterling' silver refers to descriptive name not material. Colour variances can and do occur from flower to flower as they are natural product this should be expected, and this should not be deemed as a fault.
I've lost my preserved roses care instructions. What should I do?
Not to worry. Care instructions are repeated below for your reference. They come in both worded & pictorial form. Other languages available on request.
- Never water preserved roses
- Keep them away from all direct sunlight
-Do not expose to adverse hot or cold temperatures, high or low moisture levels. Your rose petals may open out/ relax in their new environment this is not deemed as a fault but a beautiful part of nature
- Do not spraying anything on or near your roses like hairspray, air freshener or aerosols etc as this may affect their colour and damage them
- Avoid all handling - preserved roses are fragile, ornamental purposes only
-Finally enjoy them! They are an incredible thing of beauty
I have silk flowers - how do I care for them?
Artificial silk flowers require no water, do not spray your flowers with anything (perfume, air freshener etc), do no place or sit anything on your arrangement. Choke hazard - this arrangement contains small parts - keep out of reach of children & pets. Not edible. Do not hoover or dust your flowers. Do not place in extreme temperatures ie, under or near air con units or heaters, do not place in direct sunlight or in a window as colours may fade. Do not handle or move your arrangement once in place - decorative item for ornamental purposes only.
We don't dispatch any parcels with documentation or invoices inside. Our outer packaging in plain so as not to spoil any surprises. We have been shipping preserved roses nationally and internationally for more than 10 years without damages due to our tried and tested wrapping and packaging methods. All our preserved roses come with a white wadding cushion between the roses and the lid please remove this with care. Care instructions are replicated above if needed. Where no message card wording is entered, and the order appears to be going to the person who placed the order, we will include a blank message card for you to write yourself. Gift wrapped orders (optional) come either cellophane wrapped, gift boxed with ribbon ties or tissue paper & gift bag, depending on your arranagement.
Does My Order Come With A Message Card?
Yes please enter your wording at the checkout. One of our florists will write by hand one of our Forever Flowers white & gold 10.5cm x 7.5cm message cards. Up to around 15 words works best. We will automatically spell check & grammar check your text. We are not able to write any swear words or anything that might be deemed as offensive.
If your order is not local to us (in Biggin Hill, Kent) we will use our TAPA approved courier - DPD UK. They will advise you a 1-hour slot for your delivery time in advance by email usually by 11am on the day of delivery - WE ARE UNABLE TO CHANGE THE TIME OURSELVES. This will be sent to the email you provide on your order at checkout. Please ensure the email address and mobile number you provide us isnt that of your recipient if you do not with them to know they have a delivery coming! If this is not received by you for any reason you can check the delivery time directly at www.dpd.co.uk by entering your tracking number found within your Forever Flowers dispatch email. Please note delivery dates are not guaranteed unless we are hand delivering to you/ your recipient. Hand deliveries are within a 10 mile radius of our Biggin Hill studio (TN16) in Kent. From DPD's email you will be able to nominate a change to; the delivery date, time, location, address. We recommend you are home whenever possible or that you re-arrnage to a date when you will be home to safely recieve your parcel. We do not recommend changing the address on the day as it is highly unlikely DPD will be able to deliver same day as their schedules are pre-planned & usually busy). If a customer is not home when DPD advised they will deliver and customers have given no further instruction DPD may take the parcel back to the depot for delivery on another day (usually next working day). Customers are able to nominate to leave their parcel in a safe place or leave with a neighbour, however, this is done so entirely at customers own risk. Forever Flowers accepts no responsibility for lost or stolen parcels from your property or with a neighbour. Our default instructions to our couriers are to: 1) attempt delivery at thier advised time in the first instance and 2) take the parcel away for re-delivery not to leave with a neighbour or in a safe place. This can only be instructed by you and is at your own risk.
DPD delivery terms. In the event we are delivering to you ourselves by hand and no one is home our drivers are usually able to firstly contact you by telephone or email from the location to try to obtain your further instructions and can sometimes reroute our drivers (within reason) to a new location the same day. *subject to their delivery schedule for that day. For hand delivery by us we will notify you when you order will arrive. If no one is home redelivery charges will apply. During busy periods (Christmas, black Friday sales, valentine's day, mother's day) our scheduling is very busy & drivers are instructed to call first then wait 5-10 mins only. After this a new delivery date becomes chargeable at our normal delivery rate. Refunds on flowers are not applicable under our general terms & conditions of purchase/ use of our website and delivery charges are chargeable.
Can I take the roses out of their hatbox or dome?
Our rose heads are fixed into their hatboxes and domes with glue, they're not designed to be removed or altered and should be left exactly as is and not removed in any way. They are happy and content being displayed in their luxury box and are meant to stay inside for their entire lifespan and removing them can cause damage.
Can I take my roses abroad?
Most countries allow the import & export of preserved roses and arrangements however they can be subject to customs checks depending on the country you are travelling to. If you are having your roses delivered to a UK address and are travelling with your roses in hand luggage or in cargo abroad after delivery we strongly suggest checking guidelines for prohibited items with your airline prior to travel. Forever Flowers cannot accept responsibility for airline refusal. If you choose to have your order delivered abroad by us we will take care of customs forms however any import duty will lie with the customer. For any further information contact us.
How many roses to do I get in a box?
This depends on the rose size and box size this is why we usually give a range (eg - 12-18 roses). We always fill each and every one of our flower boxes until they are completely full and look aesthetically perfect. Roses are a beautiful natural product which can vary slightly in size. We usually state a quantity 'range' (ie.25-28) rather than a specific amount except in specific circumstances. Rest assured we NEVER scrimp on filling our arrangements to the brim!
Check out ourbox size guidehere,
Can I cancel, amend or change my order?
We are very proud that all our flowers designs are made bespoke to your requirements. Materials are ordered in as soon as soon as your order is placed to we complete your order on time. Unfortunately we dont offer refunds or exchanges on any of our flowers. (under the bespoke/ personalised goods act all orders are non refundable/ non exchangeable). By making a purchase from us you anter into an agreement with us of which this forms part of. Full terms & conditions at checkout.
Please feel free to contact us to request a sample of any of our preserved rose petals in advance of making your purchase to assist you.
Amendments are, on occasion, possible during less busy periods & where applicable please email us within 24 hours of placing your order to hello@foreverflowersuk.com - charges apply. please be sure to include your order number.
Breakages or shortages must strictly be reported to us within 24 hours of your goods being delivered to you (not when you open them) In the unlikely event of a problem please contact us in writting stating your order number (Eg. #1234) including clear photographs of your flowers or damaged packaging etc. one of our customer service team will contact you to assist you. After the 24 hour period has elapsed, regrettably we are unable to assist. Any items being returned to us are solely the responsibility of the purchaser and we recommend sending your roses/ items via a trusted tracked and insured method, as such they remain the sole property of the customer until received by us and any returns must strictly be back with us within 7 working days. Packaging your items securely remains your responsibility and all returns must be sent using STRICTLY all the original Forever Flowers packaging. a new set can be purchased on our website at the customers cost. We are happy to do a zoom call/ facetime call to assist with re packaging your items at your convenience if needed. On receipt and inspection we will contact you and where appropriate issue a credit note or refund. All returns are opened under video conditions.
Reporting any breakages or shortages
By making a purchase you agree to the terms and conditions of purchase which include reporting any breakages, damages or shortages in writing strictly within 48 hours of delivery to customer services at - hello@foreverflowersuk.com after this time we are unable to consider or make a claim. Authorised returns must strictly be returned in all original Forever Flowers packaging including shipping box, wadding, gift wrap, labels, message card, care card. Any unauthorised returns or returns made not in their original packaging and shipping box will be rejected and returned to you and no refund or credit note issued. A replacement packaging set is available to purchase via our website should you not have yours at a cost. This cost includes all items needed to return and courier delivery to your door. When your delivery arrives by courier customers are responsible to reject a parcel with the courier should there be any visual outer damage to the shipping box. Please note delivery dates are not guaranteed unless we are hand delivering to you/ your recipient. Royal Mail deliveries dates are not guaranteed delivery dates & any loss claims can only be made after 31 days has elapsed. We are unable to refund before this time has passed. This forms part of our terms & conditions of making a purchase. We are unable to refund any delivery fees for late or early arrivals. Please note we photograph your order at each stage of making, wrapping and shipping. Any pre-authorised returns must arrive back to us in our own shipping box and packaging, using all wrapping as sent and in the same method used otherwise your order will be returned to you. If you require any help doing this we are able to arrange a facetime call to talk you through repackaging and if you have lost or thrown away any or all of the packaging we can resend this at a charge of £20 including the courier delivery fee.
By placing an order you agree to all terms and conditions. All sale or black friday items are non refundable. Ordering any design on our website is quick and easy. Payment options are displayed at checkout which include all major credit & debit cards (with the exclusion of American Express), paypal and Apple Pay or bank transfer. We accept payment by telephone. For all bespoke order payments we will send you an invoice link by email to make your payment. This link will time out after 3 days, after this time your delivery slot & slot in our florist schedule will be released. In some instances we may request a bank transfer payment to our business bank. (for example when an order is required on an express service or is deemed high value). Please note we do not issue refunds for late or early deliveries. All website prices displayed are in GBP. It is the customers sole is responsibility for any import charges, customs fee, country taxes. We are very proud that all orders are bespoke, not 'off the shelf' therefore unfortunately Forever Flowers is unable to refund or exchange on orders make for you. Where an item is out of stock and an substitute is offer but isn't suitable we will refund in full back to the original payment method used. This can take 2-5 working days to show as a credit back to your online statement however, most banks and credit card providers can confirm a refund is 'in progress' their end by calling your bank's customer services. We regret we are unable to speed this process up once we have issued a refund.
Returns
At Forever Flowers we strive to respond and resolve any issues promptly and professionally. In the event a return is authorised and offered to the customer by email this offer will remain valid strictly for 14 days from the date of email. After this 14 day period expires any offer of return is withdrawn and we will deem the customer no longer wishes to make a return. In line with our terms & conditions of making a purchase through Forever Flowers, howsoever made, any returns received not in thier original shipping box or gift wrap packaging will be returned to you & your claim rejected. After a return has been authorised and a customer has accepted our offer to return the order must be received back to us within 14 working days (working days being monday to friday). All returns are opened under video conditions. We recommend customers take photographs of thier order prior to sending to ensure they are receieved in the same condition as sent. We are only able to refund to the original payment method used and refunds are processed by us within 1-2 working days. Please note card providers may take 3 to 5 days to credit your account. Regrettably, we are unable to speed up this process.
Black Friday Sale policy
Reduced items purchased from our Black Friday sale are both non-refundable & non-exchangeable. Items within this section are one off pieces that may be ex- shop display or made by our student florists. We do not offer a guarantee of lifespan on preserved real roses. Any imperfections, flaws or damage will be listed in the description text above if there are any. Customers are encouraged to request any further details they need before making their purchase by clicking here to contact us by email or chat with one of our friendly team on instant chat on our website (blue speech bubble). Delivery. We aim to dispatch all Black Friday orders as soon as possible, usually within 5 working days. Courier deliveries are Monday through Friday or Monday through Saturday by Royal Mail. Customers may select a delivery date from the calendar at checkout when using courier delivery method only. We are unable to guarantee a specific delivery date for Royal Mail. Full terms & conditions at >>terms & conditions
Quality assurance
We are very proud to use only the very highest quality Ecuadorian preserved roses on the market. With each rose is unique to its own colour variation and head size variation occurs within nartural products should be expected and not be seen as a fault. As such we do not refund or exchange based on these natually occurring factors.
Can't choose a colour or design?
We will be delighted to assist you designing or choosing colours to compliment. We can send you photo's by email for inspiration of previous designs we have made and will be delighted to create similar but not exact duplicate arrangements. Our florists are highly skilled in thier field and every arrangement is handmade, in house, quality checked and proudly showcased to and for you. We offer a sample service prior to purchase to ensure you choose the colour and design, material and size perfect for you you. You can request a ssample here
Guarantees
Once preserved roses are in a customers home and under thier care we are unable to offer a life span (how long they will live for) ‘guarantee’. All orders are dispatched with care instructions which can also be found on our wesbite herin. We offer a 7 day life on all fresh roses * with normal deterioration towards days from days 3 and 4 onwards. Care instructions accompany all fresh flower orders and are duplicated on our website herein. We offer a 12 month guarantee of repair or replacment where authorised by us on raw materials such as acrylic products, wooden and glass domes and card hat boxes.
GDPS, cookie use and Data Protection
www.foreverflowersuk.com uses cookies to enhance customers shopping experience and for personal marketting purposes. Concent to use personal information in line with current GDPR is given by both users/ browsers of foreverflowersuk.com and by customers making a purchase. Users of this webiste should exit and cease use foreverflowersuk.com if for any reason they do not consent to herein terms & conditions, or use or for data collection by cookies to improve customer's shopping eg. sending basket reminder emails.
Please note for GDPR reasons we can only speak or deal with the person who placed the order. We may ask you to confirm your identity to discuss your order by telephone (eg. your email or home address). Our social media channels are for marketing or general enquiries only and not manned by our office team. They do not have access to personal data and will refer you to our customer services team who will be able to assist you with any questions. Customers can request a copy of any information held by forever flowers or request personal data be deleted from our customer system at any time by emailing customer services to hello@foreverflowersuk.com. We email our customers spiradically with discounts, sales and promotions, new flower designs, special date reminders and updates. Customers making a purchase will be asked at point of checkout to tick a checkbox to concent to marketting emails. In the event you would like to opt out after subscribing all marketting emails contain an 'unsubscribe' button (usually at the bottom of the email body).
How do I place an order?
You can place your order via our website - www.foreverflowersuk.comor by telephoning our office team on 07946 712907. All sales, howsoever paid, are bound by our standard terms and conditions of purchase.
Prices
Prices stated in GBP. Prices are given in good faith and are subject to change without prior notice. Floriculture (flower commodity) can be a fluctuating price at flower markets and prices offered can change throughout the year and with seasons. Our flowers are imported from Holland, Ecuador and other non-EU counties meaning Brexit may well impact pricing form January 2021. Where discounts or promotions are stated the end date will be stated (ie. within an Instagram post) after which time the promotional prices end. Our prices displayed are fixed.
Can my roses go outside?
No. Our preserved, fresh and synthetic roses are all indoor flowers and meant for decorative indoor purposes only.
