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FAQs

My order

Do I need to set up an account to order online?

No,  you can check out as a guest.  However, if you then change your mind you can set up an account after checking out.

If you do set up an account though, you’ll benefit from being able to view your order history, saved wishlists and managing your addresses.

Where’s my order?

You should receive your order within 3-5 working days. 

If you have ordered several items, it is possible we may have to package your order into multiple boxes and there is a chance these may become separated in transit.  Also, larger items sometimes have to be sent using a different courier network.  Please don’t worry if you have only received part of your order.  The remainder will be on its way. 

If for any reason you haven’t received your order within 5 working days, please contact us via email hello@floralsilk.co.uk

Can I collect my order?

Sorry but we operate from a busy warehouse location which is unsuitable for customer collections at the moment.

Can I cancel/amend my order?

Unfortunately if you place an order for next day delivery, we will be picking and packing your order straight away so this cannot be amended.

However, if you place an order with standard delivery and you need to cancel or amend it, then please email us by the following cut off times:

Orders placed at:

Cut off time for amendment/ cancellation

Between 00:00 midnight and 12:00 midday

By 13:00 on day of order

Between 12:00 midday and 16:00

By 17:00 on day of order

Between 16:00 and midnight

By 08:30 the following day

 

I’ve received a damaged item what should I do?

All our products are thoroughly checked before they are sent out.  However, if your product has been damaged in transit then please email us at hello@floralsilk.co.uk sending images of the damaged item and we will organise a replacement for you.

I’ve received an incorrect item, what should I do?

We always ensure that we pick and pack your order really carefully but if we have got it wrong, then please do let us know by sending us an email to hello@floralsilk.co.uk

Do you have a shop I can visit?

We don’t have a Floralsilk shop but you can buy our products from many different retailers including John Lewis, Fenwicks and many Garden Centres across the UK.

 

My account

Can I amend my details?

You can amend your name in your ‘My Account’ page and you can update and edit your delivery addresses when you check out.

If you want to change your email address, then we suggest you create a new account.

I have forgotten my password, how can I reset?

You can reset your password by clicking 'forgotten your password?' on the sign in page.

Once you have accessed your account, you can change your password in the 'My Account' area.

Can I unsubscribe from your mailing list?

Yes, of course.  Just click on the unsubscribe button at the bottom of our newsletter.

 

Delivery & Returns

For details on delivery and returns, click here.

 

Payment

What payment methods do you accept?

We accept all credit and debit cards, except AMEX.  We also accept Paypal.  If you would like to pay using an alternative method, please do email and let us know as we review this from time to time.

Are my payment details secure on your website?

All online payments are processed by our trusted merchant services partner, TrustPay.   TrustPay support 3D secure authentication, address verification, card authorisation by code or random sum and zero sum account verification for recurring payments.  You can be confident that your card details will be safe with TrustPay and Floralsilk.

 

Offers

I have an online discount code. How do I use it?

When you go to your Basket Page, you’ll see a box that looks like this where you can enter your discount code.

  

 

Browsing the website

What if an item is out of stock?

We are refreshing our range all the time and unfortunately sometimes there will be items that become unavailable.  If there is a particular item you would like but it is showing out of stock on our website, please select the ‘email me when back in stock’ button and we will ensure you are notified when this item becomes available again. 

 

Product Information

Are your flowers made from silk?

In the past, artificial flowers were finely crafted from silk and were only affordable by those in the upper echelons of society.  Today, they have evolved and are made from polyester and other man-made fibres, which make them more durable and vibrant, and much more closely aligned with live blooms and foliage.

For more information on our products and how to look after them, click here

 

Still got questions? Please email us at hello@floralsilk.co.uk and we'll be happy to help.