Frequently Asked Questions

Ordering

How do I cancel or amend an order?

If you are in the process of ordering online you can edit your order before checkout.

If you have completed your order and need to change something then please call our office team on 01720 422 169 or email info@scillyflowers.co.uk. 

For urgent changes it is always best to call. 

Please note that if your flowers are due to be posted on the day of ordering it may not be possible to make any amendments.  

I don't have the full address, is this a problem?

To ensure that your flowers are delivered safely we do require a complete address including house name or number and a full postcode.

Royal Mail have a handy website to allow you to look up postcodes or if you are really struggling please contact us and we will do our best to help you.

Payment

Which payment methods do you accept?

We will accept payment by most major credit and debit cards excluding Diners Club and American Express. Payment will be taken at the time of ordering.

Why is my payment is not going through?

The most common reason for this to happen is that some of the card details have been entered incorrectly or extra information has been filled in.

Please check the following:

  • Is your name exactly as it appears on your card?
  • Have you selected the correct card type?
  • Has the card number been entered correctly with no spaces?
  • Have you entered a start date or issue number? If so please try removing it.

My account

What is my account?

If you create an account with us you will be able to access your address book, order history and you can set up reminders for any special occasions.

How do I create an account?

When you place an order with us you will be able to create an account at the check out stage if you wish.

Can I order without creating an account?

You sure can, just check out as a guest.

How do I amend my account details?

In the top right of our website you can 'sign in' to your account. Here you can edit any of your details, your address book and reminders.

My email address/password isn't being recognised:

  • Have you ordered online with us before and registered an online account?
    If not you will need to register as a new customer (even if you have ordered before by telephone).
  • Our passwords are case sensitive, please check and try again.
  • Might you have registered using a different email address?

If you can't remember which email address you registered with please give us a call 01720 422 169 or drop us an email info@scillyflowers.co.uk and we can check the details we have for you.

I can't remember my password:

  • No problem at all, simply click on the 'I've forgotten my password' link on the log in page and we'll send you an email to reset your password.

I haven't received my password reset email:

  • Have you checked your junk/spam folders? Sometimes our password emails can end up there. (Adding our email addresses to your safe senders list can help prevent this from happening in the future).
  • Have you ordered online with us before and registered an online account?
    If not you won't have a password to reset and will need to register as a new customer.
  • Might you have registered using a different email address?

I've tried all of the above and I still can't access my account, grrrr!

Something as simple as a missing letter or full stop from an email address can cause no end of problems, so if you really are having trouble please do get in touch. Call 01720 422169 or drop us an email info@scillyflowers.co.uk

Don't forget you can always order as a guest if you are at the end of your tether!

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