Frequently asked questions
How can we help? You’ll find answers to some of our most commonly asked questions below.
Flowers
How will your flowers be packaged?
How will your flowers be packaged?
All our flowers are wrapped in biodegradable colored cellophane or recycled paper. For London deliveries, they are presented in our flower bags, while for nationwide deliveries, they are packaged in our signature box. We’ve designed your experience to be as enjoyable as possible while also prioritizing sustainability. Our packaging is fully recyclable, compostable, and biodegradable. Additionally, we use FSC Mix Certification for our boxes, bags, stationery, and stickers.
Our Colombian flowers come from FSF certified farms. This unique, voluntary certification scheme aims to improve workers’ quality of life while ensuring that growers meet environmental standards, thereby reducing the impact these farms have on our planet.
Where are your flowers sourced from?
Where are your flowers sourced from?
We source a large portion of our flowers from UK growers during the months when it’s possible, but we also import from abroad to maintain a year-round selection for our customers. Our imported flowers are sourced from Florverde Sustainable Flowers (FSF) certified farms in parts of the developing world, allowing us to support these communities through trade. Florverde farms not only use sustainable resources but also prioritise mindful water consumption, emissions reduction, organic fertilisation methods, and responsible waste disposal.
Our Colombian flowers come from FSF certified farms. This unique, voluntary certification scheme aims to improve workers’ quality of life while ensuring that growers meet environmental standards, thereby reducing the impact these farms have on our planet.
Do you substitute flowers?
Do you substitute flowers?
Due to the nature of our fresh flowers, there may be times when we need to substitute a flower within an arrangement. If this occurs, we will always aim to choose the closest possible colour or variety. If the colour is significantly different or a completely different product is needed, we will notify you in advance of your delivery. Please note that substitutions may also be necessary when flowers are nearing the end of their season.
What do I do with my flowers once they have been delivered?
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 instructions for every type of flower we sell, ensuring you can enjoy your blooms for as long as possible.
What if I am not happy with the quality of my flowers?
What if I am not happy with the quality of my flowers?
If our flowers do not meet our high standards, we will offer you a choice of a free replacement on the next available delivery date or a refund. Please note that to be eligible, you will need to email us a photo of the order or damaged flowers within 24 hours of receipt.
Which flowers are safe around pets?
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?
Are your plants real?
All of our plants are real indoor plants, perfect for both home and office settings.
How do I care for my plant?
How do I care for my plant?
The plants we source are relatively low-maintenance, but it’s important to care for them properly. You can find general care instructions in the product description of each plant. As a general tip, avoid over-watering your plant. While plants thrive in well-lit areas, they do not favor too much direct sunlight, so consider the placement carefully.
My plant does not look like the image online, what can I do?
My plant does not look like the image online, what can I do?
We have made every effort to deliver a plant that closely resembles the one displayed on our website. However, as with all living things, some variation is natural. If your plant doesn’t meet your expectations in terms of appearance or size, please contact our customer service team within 24 hours of receiving your order. We will do our best to accommodate exchanges and returns, provided you reach out within the given time frame.
My plant is in poor condition, can I return it?
My plant is in poor condition, can I return it?
If you receive a plant that appears to be in poor condition, please contact us within 7 days of receiving it. We also ask that you email us a photograph of the damaged or faulty plant. For issues beyond our control, such as airborne pests and diseases like fungal leaf spot, we cannot accept responsibility after 7 days.
Delivery
When and where do you deliver?
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?
What happens if the recipient is not in for delivery?
For London deliveries, when placing your order, you can specify your delivery preferences, including instructions for when no one is home. We will always attempt to contact the recipient first, then try to leave the order with a neighbor or in a safe place. Unfortunately, failed deliveries will incur a re-delivery charge, with re-delivery scheduled for 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. If the recipient is not available at the time of delivery, our courier will follow their standard process, which may include re-delivery, leaving the package in a safe place, or delivering it to a local pick-up location.
Can I change the delivery date?
Can I change the delivery date?
If you need to change the delivery date of your order, please contact our customer service team. We will do our very best to accommodate last-minute changes, but we can only guarantee requests received at least 48 hours before the scheduled date.
Do you deliver to hospitals?
Do you deliver to hospitals?
Yes, we can deliver to hospitals, but please note that some wards do not accept flowers, and some hospitals may refuse flowers entirely. We recommend contacting the hospital to check before placing an order. Please also note that we will only deliver to the hospital’s reception or post room, and we cannot be held responsible for how your order is handled internally or if it is refused.
My order hasn’t arrived. What do I do?
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 its status. You can also contact our customer service team for an update.
For nationwide deliveries, we’ll email you a tracking link when your order is dispatched so you can monitor the delivery. Please note that we do not take responsibility for incorrect addresses. If an incorrect address is provided, we will do our best to redeliver the following business day, provided 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?
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 is damaged in transit, please contact us within 24 hours of receipt. We cannot be held liable for claims reported after this time. If possible, we will offer to replace the damaged products, but if that is not feasible, we will provide a full refund to the purchaser.
My order was delivered late. What do I do?
My order was delivered late. What do I do?
We always ensure that orders are dispatched in good time to meet your desired delivery date.
However, the flowers are at your risk from the time of delivery. We cannot accept liability for delayed deliveries caused by third parties, or due to events such as fire, flood, or mechanical breakdown. Additionally, we cannot accept responsibility for orders delivered to the wrong address due to incorrect postcodes, house names, or numbers.
Orders
Can I order by telephone?
Can I order by telephone?
Saints is an online florist, and all orders must be placed through our website. Our customer service team is happy to assist with any questions or queries you may have over email or using our online chat support. However, to ensure the most intuitive experience, we require that all orders be submitted online.
Can I order flowers for a date in the future?
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?
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?
Can I amend an order?
If you wish to make any changes to your order, please contact our customer service team. We will do our very best to accommodate last-minute changes, but we can only guarantee requests received at least 48 hours before the delivery date. During peak periods, we start processing orders earlier to handle the large volume of deliveries. Additionally, changes may not be possible if the flowers are already out for delivery, but we will always do our best to assist where possible.
Can I cancel an order?
Can I cancel an order?
If you need to cancel an order, please provide written notification tohello@saintsflowers.co.ukat least 48 hours before the delivery date. We cannot accept cancellations for next-day or same-day orders.
What payment methods do you accept?
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 Shopify. You can also pay for your order using PayPal, Apple and Google Pay.
Account
How do I change my account details?
How do 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
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 that case, please contact our customer service team for further assistance.
Sustainability
What is Saints’ approach to 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?
How do I dispose of the flowers packaging?
We’ve simplified this process to ensure a meaningful response to sustainability. Everything you receive from us can be either composted or recycled.