How may we help you?

We have collated some answers to the most commonly asked questions.

Account

How to I change my account details?
You can log into ‘My Account‘ at any time to change your personal details, including address and payment information.
I’m having trouble re-setting my password
If you’re having trouble logging into your account you can reset your password. If you do not receive an email, you may have entered your email address incorrectly when registering your account in which case please contact our customer service team who can advise further.

Orders

Can I order by telephone?
Saints is an online florist and all orders must be placed through our website. Our customer service team will be happy to assist with any questions or queries you may have over the phone however in order to provide you with the most intuitive experience, we require that all orders are received online.
Can I order flowers for a date in the future?
Yes, you can place an order up to four weeks in advance.
Can I see my previous orders?
Yes, absolutely. You can see any of your past orders in the my account area.
Can I amend an order?
If you wish to make any changes to your order please contact our customer service team. We will always do our very best to make last-minute changes but can only guarantee requests that are received 48 hours prior to the delivery date. At peak periods we begin processing orders earlier than usual in order to account for the large volume of deliveries. You may also not be able to make any changes if the flowers are already out for delivery, but we will always do our best to accommodate where possible.
Can I cancel an order?
Should you need to cancel an order, we will require a written notification to hello@saintsflowers.co.uk within 48 hours notice prior to the delivery date. We cannot accept cancellations for next or same day orders.
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard and American Express. These payments are processed by Stripe, a trusted and secure card payment processing platform. You can also pay for your order using PayPal, Apple and Google Pay.

Delivery

When and where do you deliver?
You can find out more on our delivery coverage and schedule by visiting our delivery information page.
What happens if the recipient is not in for delivery?

For London deliveries when you place your order, you can specify your delivery preferences to include instructions when no one is home. We will always first call the recipient then attempt to leave the order with a neighbour or in a safe place. Unfortunately, failed deliveries will result in a re-delivery charge with re-delivery on the next business day.

For nationwide deliveries, you will receive a tracking link from our courier company informing you when your order is on its way. Our courier will follow their standard process if the recipient is not available at the time of delivery which can include re-delivery, leaving in a safe place or delivering to a local pick up location.

Can I change the delivery date?
If you need the change the delivery date of your order, please contact our customer service team. We will always do our very best to make last-minute changes for you but can only guarantee requests that are received 48 hours prior to the date.
Do you deliver to hospitals?
Yes we can deliver to hospitals, but it is common that hospitals will not accept flowers on certain wards and some may refuse flowers entirely. We recommend contacting the hospital to check prior to placing an order. Please also note we will only deliver to a reception or post room of the hospital and we cannot be held accountable for how your order is dealt with internally or if refused.
My order hasn’t arrived. What do I do?
If your order hasn’t arrived within our indicated delivery schedule, you can use our order tracking page to view the order status. You can also contact our customer service team who can provide you with an update.

For nationwide deliveries by our courier we’ll email you a tracking link when we send your order out so you can see where the delivery is. Please note that we do not take responsibility for incorrect addresses. In the occasion that an incorrect address is given to us, we will do our best to redeliver the following business day providing the updated address is within a reasonable range of our coverage area. An admin fee equivalent to the cost of standard delivery will be applied.

What do I do if order is damaged on delivery?
We carefully package and distribute all orders to ensure they arrive with the intended recipient in perfect condition however, in the unlikely event that your order has been damaged in transit please contact us within 24 hours of receipt. We cannot be held liable for claims reported outside of this time. Where possible we will offer to replace the damaged products, however if this is not feasible we will offer a full refund to the purchaser.
My order was delivered late. What do I do?
We always ensure that any order is dispatched in good time to meet your desired delivery date. The flowers will be at your risk from the time of delivery. We cannot accept any liability for delayed deliveries caused by any third party or due to fire, flood or mechanical breakdown. We are also unable to accept liability for orders being delivered to the wrong address due to incorrect postcodes or house names or numbers.

Flowers

How will flowers be packaged?
All our flowers are wrapped in biodegradable coloured cellophane or recycled paper. For London deliveries they are presented in our flower bags. For nationwide deliveries they are packaged in our signature box. We have tried to make your experience as pleasurable as possible whilst also ensuring a meaningful response to sustainability. Our packing is completely recyclable, compostable and or biodegradable. We also use FSC Mix Certification across our boxes, bags, stationery and stickers.
Where are your flowers sourced from?
We source a large portion of our flowers in the months that we can from UK growers, but we also import from abroad so that we can maintain a year-round product for our customers. Our imported flowers are sourced from Florverde Sustainable Flowers (FSF) certified farms in parts of the developing world. This provides us with the opportunity to support members of these communities through trade. Florverde farms not only use sustainable resources, but are also mindful of water consumption and emissions, as well as using organic methods of fertilisation and disposing of any waste responsibly.

Our Colombian flowers are from FSF certified farms. This unique, voluntary scheme aims to improve workers’ quality of life whilst ensuring our growers meet environmental standards, lessening the impact these farms have on our planet.

Do you substitute flowers?
Due to the nature of our fresh flowers, there may be occasions where we have to substitute a flower within an arrangement. If this happens, we will always try to choose the next closest colour or variety. If we feel that the colour is very different or we need to choose a different product entirely, we will always notify you in advance of your delivery. Please also note that substitutions may also be made when flowers are reaching the end of their season.
What do I do with my flowers once they have been delivered?
To get the most from your flowers we recommend following our flower care guide. We provide care guidelines for every flower type that we sell to make sure that you get the maximum amount of enjoyment from your flowers.
What if I am not happy with the quality of my flowers?
If our flowers do not meet our own high standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the order or damaged flowers within 24 hours of receipt in order to be eligible.
Which flowers are safe around pets?

The following flowers are highly toxic to dogs, so we highly discourage you from keeping them near your pet:

Amaryllis

Asparagus Fern

Lillies

Calla Lillies

Delphiniums

Tulips

Chrysanthemums

Peonies

The following flowers are highly toxic to cats, so we highly discourage you from keeping them near your pet:

Asparagus Fern

Lillies

Calla Lillies

Delphiniums

Tulips

Chrysanthemums

Peonies

Plants

Are your plants real?
All of our plants are real, indoor plants and are ideal for both the home and office.
How do I care for my plant?
The plants we source are relatively low-maintenance but it’s very important that you do care for your plant in the right way. You can view general care instructions in the description of the product page of each plant. As a general tip, it is important not to over-water your plant. Plants also do not favour too much direct sunlight so although they will thrive in a well-lit spot, consider where you will be placing your plant.
My plant does not look like the image online, what can I do?
We have made every effort to deliver to you a plant that as closely as possible resembles the plant which we display online on our website. As with all living things, naturally there will be some variation. If in the occasion you have received your plant and it is not quite as you expected, whether that be general appearance of size, please contact our customer service team within 24 hours of receiving your order. We will always accommodate exchanges and returns of plants where possible provided you have contacted us within the given time frame.
My plant is in poor condition, can I return it?
If you receive a plant that you feel is in poor condition, please contact us within 7 days of receiving the item. We also request that you email us a photograph of the damaged or faulty plant. For issues beyond our control such as airborne pests and diseases such as fungal leaf spot, we cannot accept any responsibility beyond 7 days.

Sustainability

What is Saints’ approach to sustainability?
We believe everything we do makes an impact. You can find out how we’re lessening ours on our sustainability page.
How do I dispose of the flowers packaging?
We have tried to make this process as simple as possible in order to ensure a meaningful response to sustainability. Everything you receive from us can either be composted or recycled.