Frequently asked questions about ordering online with Scilly Flowers

On this page we have tried to answer the most commonly asked questions asked when placing an order on our website.
If you are having any problems ordering or have questions that aren't answered below please don't hesitate to call 01720 422169, during office hours or email [email protected]

Questions about other aspects of our service can be found by clicking on the pictures below.

Delivery 

Flower care

Sustainable flowers 

How our service works

Ordering online

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 [email protected]

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 has 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. Please double and triple check all the card details requested making sure you can clearly see the tiny numbers on your card.

Occasionally there are very short term technical glitches between the secure systems that process payments, please just resubmit your card details. You will not be charged twice. 

Do you have a blank screen after inputting your card details and are unable to complete the payment process?  On very rare occasions your bank might do an extra security check. This tends to happen if you haven't shopped with us before or it can just be a spot check. Unfortunately some of the messages sent by the banks are currently not displaying, hence the blank screen. If this happens please contact us as soon as possible and we will be able to help.  

My account on this website

What is my account?

You will only have an online account if you chose to set one up after placing an online order.  If you have an account 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. You have to make a purchase through our website and choose to set up an account at the end to have an account on our website.

Can I order without creating an account?

You most certainly can. All you have to do is ignore any prompts to log in and select to 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 - the little head and shoulders icon. Here you can edit any of your details, your address book and reminders.

There seem to be orders and addresses missing from my account?

Our internet connectivity is not robust due to our remote location on the Isles of Scilly. Because of this orders placed over the phone or by post will not show up in your on-line account as they are stored on a separate system.   

Password problems

My email address/password isn't being recognised:

Have you ordered online with us before and chosen to create an online account? If not you will need to do this at the end of the ordering process. If you have ordered over the phone you will not automatically have an account on our website.

Our passwords are case sensitive, please check and try again.

Might you have created your account using a different email address?

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).

Are you sure you have ordered online with us before and created an online account?

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, please do one last check.

If you really are having trouble please do get in touch. Call 01720 422169 or drop us an email [email protected]

Don't forget you can always order as a guest if you are at the end of your tether - you don't have to sign in.

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