FAQ/ T&C of purchase

 FAQ's (Frequently Asked Questions) & Terms and Conditions of purchase (and) website use

We hope you find the below 'FAQ's' Frequently Asked questions helpful. Please read carefully as they form part of our 'terms & conditions of purchase' and 'temrs & conditions of use of our website' on all orders how-so-ever made (inc. by phone, by email, website & social media)

 
How long will my order take?
Our standard delivery on design son our website is 3-5 working days however delivery times may vary during the corona virus pandemic.Our cut off time is 11am. After 11am your order will be processed the next working day and we class working days as Monday to Friday, excluding Saturday and Sunday.
We also offer an express service either same day* or next working day. Our express service is subject to availability, stock and delivery address. The quickest way to check is to telephone our office team on (01959) 509 541.
Bespoke orders take 7-10 working days on smaller order and larger or more elaborate orders 14-21 days.
Our checkout process includes a handy calendar picker which you can choose your delivery date up to a year in advance on our website designs. If you do not select a date but choose for example 'standard delivery' we will deliver within 5 working days. If you select express delivery and checkout before 11am we will deliver the next working day *. If there is anything you would like to tell us e.g. about your design, access instructions or anything else please use our 'Notes to seller' box at the checkout.
When using a third party to deliver to you we offer services in good faith however, we are not responsible for delays caused by third parties. As such, we do not offer refunds for late arrivals 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. We will not offer a refund until such time as third-party deliveries deem the parcelofficially lost which, depending on the third party and service used, can be 10-28 days after it's 'due' delivery date.
Making an order
Please ensure you provide us with an upto date mobile where we can speak with you if needed and an email address of which you can be contacted on. We will only use your recipients mobile number to gain access or once we are physically at your delivery address so as not to spoil any surpises. By making a purhcase from Forever Flowers you agree that in the event we need to contact you and are unable to reach you you authorise to make any aesthetic disissions about your flower design on your behalf. 
When should I place an order?
We always suggest ordering in advance of any date your order is required for and ensuring someone is home to sign for your delivery.
Where do you ship to?
We ship our preserved and silk roses worldwide and our fresh flowers within the UK *subject to certain postcode restrictions. We are unable to ship to PO Boxes, APO's, Military bases or barracks and in some cases larger commercial estates. Please ensure you input all delivery details, in postcode correctly at checkout. We cannot be held responsible for mis-delivery or delays caused due to address or postcode discrepancies passed to us. *Please Note* that we do not currently deliver our 'Queen-B' Boxes. You can collect your order from us by prior appointment (Kent studio only) and can provide you a quote if there is a specific design that you require which we don't deliver to as standard. Please note our website is not set up to reject an order based on delivery restrictions.
Preserved Roses : Are they real roses?
Yes, our preserved roses are real roses that have been preserved in special oils to live for up to 1 year*. As such roses may display colour differences from rose to rose. Samples are available upon request please contact us. It remains customers responsibility to select the type of flowers they require. If you would like a petal sample (applies to preserved or silk flowers) in advance of placing your order with us please contact our customer services team on the 'contact us' page.
How often do I need to water them?
None! Not a drop!Neverwater your roses. You'll find full care instructions attached to your order to carefully follow. In the event you misplace your care card you can also find themhere. Some colour variance is possible in roses due to; variance in natural tone, camera flash, studio lighting, computer monitor display. If you would like a free colour sample, please contact us.
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 garantee. Preserved roses are real roses & if they are exposes to a variance in temperature (ie. central heating/ air conditioning) the roses' outer petals can open out/ relax into thier 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 thier 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 what-so-ever 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 swatchesHERE. 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 & pictoral 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 thier new enviroment 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.
How will my roses arrive?
We don't dispatch any parcels with documentation or invoices inside. Our outter packaging in plain so as not to spoil any surprises. We have been shipping preserved roses nationally and internationally for more than 8 years without damages due to our tried and tested wrapping and packagin methods. All our preserved roses come with care instructions but if you  misplace this they are duplicated here above. 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 note able to write any swear words or anything that might be deemed as offensive.
What if I'm not home when you try and deliver?
If your order is not local to us (in Biggin Hill, Kent) we will use our TAPA approved courier - DPD. They will advise you a 1-hour slot for your delivery time in advance by email usually by 11am on the day of delivery at the latest. This will be sent to the email you provide on your order at checkout. If this is not receieved by you for any reason you can check the delivery time directly at www.dpd.co.uk entering your tracking number found within your Forever Flowers dispatch email.  
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 thier parcel in a safe place or leave with a neighbour, however, this is done so entirely at customers own risk. Forever Flowers accepts no reponsibility 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 informationcontact 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, 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 along order number + clear photographs. After 24 hours, regrettably we are unable to assist.We aim to respond within 24 hours or sooner to all our emails and phone messages. Any items being returned to us are solely the responsibility of the purchaser and we recommend sending your roses via a trusted courier on a tracked and insured method, as such they remain the property of the purchaser until received by us and any returns must strictly be back with us within 5 working days. Packaging your items securely remains your responsibility and all returns must be sent using STRICTLY all the original Forever Flowers packaging. We are happy to do a zoom call/ facetime call to assist with carefully packaging your items at your convenience. On receipt and inspection, we will contact you and where appropriate issue a credit notes or refund less deliveries costs. 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 writting strictly within 24 hours of delivery to hello@foreverflowersuk.com afterwhich time we are unable to make a claim on your behalf. When your delivery arrives by courier you are responsible to reject the parcel with the courier should there be any outer damage. Please note we photograph your order at each stage of makeing, 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 otheriwse 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. 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 by us your order must be received back to us within 7 working days (working days being monday to friday for returns). Please note all returns are opened under video conditions. We are only able to refund to your original payment method and refunds are processed within 1-2 working days of receipt. Please note card providers will not show your refund instantly and we are unable to speed up this process.
Payment, returns & refunds
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 webiste is quick and easy. Payment options are displayed at checkout which include all major credis & debit cards (with the exclusion of American Express), paypal and Applepay 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 wil 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).  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 isnt 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' thier end by calling your bank's customer services. We regret we are unable to speed this process up once we have issed a refund. 
Quality assurance
We are very proud to use only the very highest quality Ecuadorian preserved roses on the market uniquely picked for their size, colour and uniformity but with each rose is unique to its own. Can't choose a colour or design? We will be delighted to chat with you about our fabulous designs, your recipient or how we can make a design completely unique for you. You can also request rose colour sampleshere. Please note we do not offer a guarantee on preserved roses. We offer a 4-day life on all fresh roses * with normal deterioration towards days 3 and 4. Any discrepancies with your order must be notified to us in writing via email to hello@foreverflowersuk.com strictly within 24 hours on receipt.
Data Protection Policy
Please note for GDPR reasons we can only speak 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). We class the person who placed the order to be the customer and no one else. 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.
How do I place an order?
You can place your order via our website - www.foreverflowersuk.comor by telephoning our office team on01959 509 541. 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 as fixed, thank you. 
 
Can my roses go outside?
No. Our preserved, fresh and synthetic roses are all indoor flowers and meant for decorative indoor purposes only.
 
Forever Flowers®UK trademark, wording and images either herein or on any social media platform are subject to copy write and any improper or unauthorised use is strictly prohibited.