Moyses Stevens - Frequently Asked Questions

Quality & Flower Maintenance

It is important to remember that flowers are a perishable, natural product that will react to their immediate indoor environment and external weather conditions. With over 130 years experience, Moyses Stevens ensures only the freshest and highest quality flowers are hand selected and bought each day. Unfortunately, once we dispatch our flowers a number of changes in condition may result in their longevity being reduced.

Care instructions must be followed thoroughly in order to increase the life span and enjoyment of your flowers. To assist in prolonging their life, we recommend cutting the stems on a sharp angle and changing the water in the vase every two days. Air conditioning, extreme heat or changes in climate may also have an adverse effect on the flowers.

If you wish to see our Flower, Plant and Orchid care instructions please read our flower care guide.

How are the flowers packaged?
All of our bouquets and plants are garnished with organza and silk ribbon, seasoned with colourful tissue and served up in a Moyses bag or branded delivery box. Hand tied and gift wrapped flowers are delivered either in a water bubble (‘aqua-pack’) or in a water absorbent bag to keep the flowers fresh. Surrounding your fresh flowers with layers of protective tissue ensures your delivery will arrive in the same condition that it left us in. Our orchid plants wear tissue bonnets to protect their delicate heads during transportation.

Our flowers and plants are always delivered with a handwritten card containing your personal message, a care card and flower food.

Do my flowers come in a vase?
None of our bouquets come in a vase unless otherwise stated.  If you would like to send a vase with your chosen flowers, we suggest the most suitable one for your chosen bouquet as part of your buying process.

Can I include a personal message with my order?
You will be able to attach a personal message to your order through the ordering process.  We do advise this as people like to know who to thank!

What if I want to send my order anonymously? 
At Moyses, we would not dream of revealing your identity should you not wish us to.  By law, we also adhere to the data protection act that stops any of your personal information from being disclosed.

However, if the recipient believes the flowers are from a person meaning them serious harm please ask them to contact the police and we will reveal the identity to them.

I love your designs but can not find one that exactly suits my needs.  Can you create the perfect gift for me?
Our online products represent a seasonal range.  We can create almost anything in fresh flowers so if you would like us to create something specially for you, you can call our florists on 0208 772 0094

What do I do if the flowers don’t look like the picture? 
To ensure as long a vase life as possible, some of our flowers will arrive in bud.  This means that not only can they be enjoyed for longer but also that one has the pleasure of watching them bloom.

There may be times that the recipient will receive flowers and one bloom has been replaced by a different flower.  Naturally, we work in tune with the seasons, which change as each week passes and the climate shifts. This may mean, from time to time, we have to create your bouquet using slightly different flowers from those pictured. We will of course make sure we work similar colours and scents into your design and keep it the same shape and style.

 

We reserve the right to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.

 

Ordering

MOYSES STEVENS REFUND POLICY / SERVICE GUARANTEE

• If you are not satisfied with the product you ordered once it is delivered, please call our customer care team on 0208 772 0094. The team will review the comments you have and should the cause be related to circumstances that are within our control, we will consider a full refund or a re-delivery of your chosen product. We must note, for us to assess the complaint, it is obligatory that we receive a clear photo of the bouquet that was received.
• Naturally we are working with fresh, seasonal ingredients that are often affected by the climate and can, as such, have unpredictable availability. If we are for any reason, unable to fulfil your chosen product, or elements of it, we will work with the florists to substitute the affected ingredients using the most appropriate alternative to ensure your fresh flowers have a similar colour, style, shape & size.
• If the product you ordered was damaged on receipt, we will offer and a re-delivery of the product at the next convenient date for your recipient.
• If the product you have chosen was delivered late, we will refund the full cost of delivery on the affected order.
• In the event of non delivery as the recipient is unavailable, we will attempt to make contact by telephone using the contact number(s) given on the order to arrange redelivery. Failing this, we will leave a calling card with instructions for the recipient to make contact to arrange re-delivery. If, following a second delivery attempt, we are still unable to deliver, we are regrettably unable to offer a refund or complimentary re-delivery. 

How do I order from your website?
We have designed the site to make buying our flowers an interesting and easy experience.  Please browse through our many fresh flowers, gifts, plants and orchids until you find the perfect product.  Then all you need to do is click to buy and our system will lead you through the entire process.  If you have any difficulties please call us on 0208 772 0094 and we will be happy to help.

How can I set up an account?
If you wish to set up an account please click on the My Account option on top of the web page.

Can I order over the phone?
We would love to hear from you over the phone.  We have a team of skilled florists at your service to guide you through your purchase or answer any queries you should have.

What is the deadline for placing an order?
If you would like to order flowers for delivery within London then we can take same day orders up until 6 pm that day.  When ordering flowers for nationwide delivery, you will need to place the order before 4pm the previous day as they will be dispatched overnight for delivery to locations across the country.

Where do you deliver?
We can deliver throughout the UK. Please see our delivery page for more information.

Do you deliver abroad? 
We are able to relay an order to an international florist for you.  However, these will not be our designs and we can not guarantee flower types or quality levels.

How do I know if you received my order?
Once your order has been placed and processed by the system you will receive a confirmation email.  If you do not receive this within 12 hours please email us at info@moysesflowers.co.uk or call us on 0208 772 0094.

Do you have any shops I can visit?
We flower shops in the heart of London from where we can deliver fresh flowers, gifts, plants and arrangements across the city and organise nationwide deliveries.

The shop is run by an international team of talented florists. They create everything from hand crafted bouquets using the finest seasonal flowers, to providing private design consultations in your home or office for fresh weekly arrangements.  If you're having an intimate dinner party or a celebratory event they'll add fresh flower decadence with their designs.

Our central floristry studio is based in Wandsworth Common, from where we prepare bouquets, plants and arrangements for delivery nationwide and create dramatic corporate contract vases and event flowers.

Payment

What methods of payment are acceptable?
We accept payment by Visa, MasterCard and Switch cards.

Can I pay for my order on delivery?
Our site will not allow you to process the order unless it has been paid for.  The above methods of payment can be used.  We do not accept cash on delivery or cheque as payment.

Are my details secure when ordering online?
We outsource our payments to a company called protx.  This company is completely secure and we don’t see your card details at all.

Delivery

Do you deliver on the weekend (or public holidays)?
We can deliver nationwide on a Saturday morning.

What if I need to request a delivery time?
There is an option for AM or PM delivery when placing your order.

Are there any additional charges?
Timed deliveries do come at an extra charge.  This will be shown as an option whilst you are placing your order. Please look at our delivery page if you would like to have a look at your delivery options and prices.

What can I do to ensure a successful delivery?
The more information you give us, the more likely a successful delivery.  Please ensure that you have attached a phone number and that the address is correct.  

Where do you deliver?
We can deliver same day throughout central London and offer a next day service for delivery nationwide.  Please see delivery page for more details.

Can you guarantee delivery on a specific date?
Our ordering system will only show you the dates available for delivery and we will endeavour to honour the date supplied.  If the recipient is not in or the address is incorrect then this will obviously affect our ability to deliver but in these circumstances we will try to deliver as close to the date as possible. 

Can I send flowers to a hospital?
Of course. However, when ordering to a hospital or clinic, we kindly ask you to attach as many details as possible. Depending on the business's policies we may have to deliver to the loading bay or reception.  Our delivery times are usually between 9am and 6pm, however on the unlikely occasion this may be later. If the office hours differ from this, please do advise us and we will try our utmost to accommodate.

Can I send flowers to a business?
Naturally.  However, as with hospitals, please attach as many details as possible.  Depending on the businesses policies we may have to deliver to the loading bay or reception.  Our delivery times are between 9am and 6pm so if the office hours differ to these then you will need to organise a timed delivery.

What time will my flowers arrive?
If you have not requested a delivery time then your flowers will be delivered between 9am and 6pm, however on the unlikely occasion this may be later.  If you need a delivery to arrive before or after a certain time then please select this during your order process or call us with your request. 

What if the recipient is not home upon delivery?
We will endeavour to deliver all orders as best we can, however, if the recipient is not at home, the courier will leave the flowers in what he/she deems to be a safe location. If there is nowhere safe to leave the order at the residence, please have the flowers sent to a business or safe residential location. In the event that our couriers deem the location unsafe, the flowers will be returned to dispatch and a delivery notice will be left in the letterbox.

Order Amendments

Can I make changes to my order?
You can amend your order up to 2 working days before delivery. If you wish to change anything to do with your order please call us on 0208 772 0094 or email us at info@moysesflowers.co.uk.

We can then change anything for you from changing the address, adding cancelling or changing an item on your order or changing your card message.  Please be aware that if you change the delivery address or want the order to arrive by a set time then the delivery charge may also change.  Please see our delivery page for more information.

What if I'm not satisfied with the quality?
We pride ourselves on our superb quality and customer service. If flower quality is of concern, please contact us immediately. It is essential that we be informed within 3 days of receiving your flowers, so that our growers and production staff may be made aware. Every effort is made to ensure that our customers receive the product and service that they expect. All feedback, of any nature, is encouraged. Whilst we always endeavour to deal with each and every complaint as quickly as possible, please allow 48 hours before we get back to you. All complaints are dealt with by one of our senior managers, but we do sometimes need a little more time to investigate each and every case fully. 

Sourcing

Where do you source your flowers from?
For more information on our sourcing, and growers, please visit our sustainability page.

Do you sell organic flowers or foliage?
We stock organic flowers whenever possible, working with two organic farms in the UK and two in Holland.

Do you sell sustainable flowers or foliage?
We have supported a sustainable project in South Africa since April 2005 called Flower Valley.  Many of our Christmas designs were created using sustainably harvested flowers and we use them to create original and inspiring bouquets by mixing them with other flowers year round. 

What are Flower Miles?
Flying flowers in from abroad leads to carbon dioxide pollution in the same way as food.  This is one of the main environmental issues that the public are aware of. 

We support local growers (therefore flowers do not need to be flown in from abroad) wherever we can, seeking them out and working with them to grow new and interesting varieties for our designs.  For the flowers that we do fly in from abroad we are also Carbon Neutral and although this is not the answer it is a step towards our sustainable journey (see notes on our sourcing policy)

Do you work with Local or British Growers?
We support local growers wherever we can, seeking them out and working with them to grow new and interesting varieties for our designs.  We currently work with over 15 farms in the UK and have seasonal British grown flowers in store every week.