Moyses Stevens
How can we help?
Answers to our most common questions about orders, delivery, subscriptions, loyalty rewards, gift cards, and more. If you cannot find what you need, our team is a phone call away.
Orders
Contact our Customer Care Team as soon as possible — by phone on 020 8772 0094 or by email at info@moysesflowers.co.uk. As long as the order has not yet been dispatched, we can usually update the recipient details, gift message, or product choice. Same-day London orders may already be in transit, so the sooner you reach us, the better.
Yes, providing the order has not yet been dispatched. Email or phone our Customer Care Team and we will reschedule for any available date. We cannot change the date for same-day London orders once they have left the studio.
Orders can be cancelled at any point before dispatch with a full refund. Once flowers have been hand-tied and are with the courier, the order cannot be cancelled — but if anything is wrong on arrival, please get in touch and we will put it right.
We accept all major credit and debit cards, PayPal, Apple Pay, and Google Pay. Gift cards and loyalty point redemptions can also be applied at checkout.
Delivery
We deliver flowers across the whole of mainland UK by next day, seven days a week. We also offer same-day delivery within London, with three-hour and timed slots available across London for an additional charge.
Order by 6pm for next-day delivery anywhere on mainland UK, or same-day delivery within London. Specific morning and evening slots have separate cut-offs, shown at checkout.
Standard delivery is £8.50. Morning delivery (9am to 12pm) is £12.50. Three-hour London slots are available at additional rates shown at checkout. Subscribers and members at certain loyalty tiers receive free delivery.
Once your order is dispatched, you will receive a confirmation email with a tracking link. You can also enter your order number on our Order Tracking page, linked at the top of every page.
We are sorry — please email or phone us within 24 hours and we will arrange a replacement or full refund without question. Where helpful, please include a photo of the arrangement on arrival.
Yes, as long as the order has not been dispatched. Contact our Customer Care Team and we will update the address for you.
Subscriptions
Sign in to your account, head to Subscriptions, and choose Pause. You can pause indefinitely or until a specific date — the subscription will automatically resume on that date with no action needed.
From Subscriptions in your account, choose Skip next delivery. The skip applies only to the next scheduled delivery; subsequent deliveries continue as normal.
From Subscriptions in your account, choose Cancel. You can cancel at any time — there is no minimum term. Already-paid deliveries will still arrive; future deliveries will stop.
Frequency (weekly, fortnightly, monthly) can be changed at any time from your Subscriptions page. To change the product itself — for example switching from one bouquet to another — please contact Customer Care and we will arrange the swap.
Yes. Update your subscription address from your account at any time. The change takes effect on the next scheduled delivery.
Yes — edit the card message on your subscription at any time. The new message applies from the next delivery onwards.
Account & Loyalty
First try the Forgot password link on the sign-in page — that will email you a reset link. If you do not receive it within a few minutes, check your spam folder, then phone or email us and we will help recover your account.
Every customer earns ten points for every pound spent, applied after tax and any discounts. Members also receive a 250-point welcome bonus, a 500-point birthday bonus, and additional points on larger orders. Subscribers earn 25% extra on every order.
Points can be redeemed at checkout for free delivery, money off, or selected member-only rewards. Available rewards appear in the Rewards section of your account once you have earned enough.
Sign in to your account and visit the Rewards page. You will see your current balance, tier status, recent activity, and any rewards available to redeem.
Points expire eighteen months after they were earned. Placing any order resets the clock on your full balance, so most regular customers never lose points.
Gift Cards
Enter your gift card code at checkout — it applies before any payment method. You can also part-pay with a gift card and pay the remainder with a credit or debit card.
Yes — your balance is updated automatically after each use, and the remaining amount is shown on the email receipt. Or contact Customer Care with your card code and we will check it for you.
Yes. If your order total exceeds the gift card balance, the remainder can be paid with a credit or debit card, PayPal, Apple Pay, or Google Pay.
Gift cards are valid for twelve months from the date of purchase.
Click & Collect
Click & Collect is available at all of our London stores. Select your preferred store at checkout.
Click & Collect orders are available from the next day. Order by 6pm to guarantee a next-day collection slot.
No, payment is taken at the time of ordering. Collection is just a convenient alternative to delivery.
Weddings, Events & Flower School
For weddings and corporate events, six months notice is ideal — though we can sometimes accommodate shorter timelines depending on availability. Flower School classes are usually available within a few weeks. To check availability, get in touch with a consultation request.
Weddings and events require a non-refundable deposit on confirmation, with the balance due before the event. The exact amount depends on the scope of the booking and is set out in your quote. Flower School classes are paid in full at the time of booking.
Yes, with notice. Wedding and event details can usually be amended up to a few weeks before the date — sooner is always better. Cancellation policies depend on how close to the date you are; full terms are in your booking confirmation.
Still need help?
Our Customer Care Team is a phone call away.
Monday to Friday, 9am to 6pm. Saturday, 9am to 5pm.