Help

The fastest way to get the answers you need. If you have a question there is a good chance the answer is already here. Please use this help section before contacting customer service.

Ordering

• How do I send flowers and gifts?

  It’s easy! Visit the home page, www.floraqueen.com Select your destination country first to show the products available Browse the categories and products to make your selection. You will then be guided through the buying process so we can collect the information needed for successfully delivery.

• Can I order by telephone or email?

  The safest and most efficient way to order is via our website.

• Do you offer same day delivery?

  Yes, we work directly with local florists, just around the corner from the delivery address. We can accept same day delivery almost everywhere. The cut off time for same day delivery does vary for each country and time zone, and you will be advised during the buying process if it is not possible.

• Where can I send flowers and gifts?

  You can send flowers and gifts to any of the countries listed in the country drop down. We currently send flowers to approximately 100 countries.

• Do the flowers come with a vase?

  A vase is not included in the price unless specified in the product description.

• How do I use my discount code?

  On the 2nd page of the buying process you can enter your discount code.

• Can I send flowers on Sundays?

  Unfortunately most local florist are closed on Sundays, so you should choose Saturday or Monday as your delivery date. On special occasions like Mother’s day we may deliver on Sundays and you will always be notified during the buying process if it is not possible.

• Can I specify AM or PM deliveries?

  Yes you can. For AM deliveries please make sure you order at least the day before.

• What’s the difference between small, medium and large?

  This option allows you to send more money to the local florist to make a bigger bouquet proportionately to the money you send. In the case of roses it refers to size and quality, not to the number. 12 red roses is always 12 red roses!

• Why do you need my phone number?

  It is essential to provide us with your full contacts details, including a valid phone number. Customer service may need to speak to you to confirm the recipients address, to modify the order or to confirm payment details. We will only contact you by phone in relation to the order you have recently placed.

• How do I care for my flowers?

  It is best to keep them in a well lit room away from direct sunlight. Make sure you change the water every 2 days and use flower food to help them to stay fresh longer.

• Do you offer business to business deliveries?

  Yes! FloraQueen has a great Company Gifts offer for all your business needs.

• How accurate are the photos of added products?

  Added product photos are a representation of what will be delivered, and no brand is being represented. Added products for flowers will be sent directly with the flowers from the florist shop and will be dependant on what they have in stock. Please see delivery policy for more information.

• I can’t place an order

  Please make sure you have entered all the payment details correctly. If you are still unable to place an order contact customer service and they will call you immediately.

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Payments

• What credit cards do you accept?

  We accept all major credit and debit cards. With some cards you need to request online transactions with your bank. If you experience any problems when you try to place an order please contact our customer service team who will help you to make sure that the order is accepted.

• When will my credit card be charged?

  We charge your credit card when you place the order. We use a very secure payment platform that enables us to charge your card immediately.

• Is it safe to give my credit card detail on the internet?

  At FloraQueen we only use the very best in security for our online payments. We use GeoTrust QuickSSL from GeoTrust. Sites secured by QuickSSL are utilizing 128-bit SSL certificates thereby offering the highest level of encryption or security possible. This means you can rest assured that communications between your browser and this site's web servers are private and secure.

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Deliveries

• What happens after I place an order?

  We will send you a confirmation e-mail to confirm that we have accepted your order. You will receive another e-mail to confirm that the order is being prepared, and a final e-mail when the order has been delivered.

• How do I check the status of my order, track my order?

  Login to My FloraQueen Account to track the status of your order or visit our customer service page.

• How will I know when the flowers have arrived?

  We will send you a confirmation e-mail to confirm that the order has been delivered. You will receive this e-mail up to 48 hours after delivery. Please ensure that you have provided an accurate e-mail and that you have added info@floraqueen.com to your address book so that our e-mails do not arrive in the junk mail.

• How do I modify or cancel my order?

  Login to My FloraQueen Account to modify your order or visit our customer service page. All changes must be made with respect to our delivery policy.

Customer Service

• How do I contact FloraQueen customer service if there is a problem?

  Use My FloraQueen Account to access your account and contact customer service. Alternatively visit our customer service page.

• What are the most common problems with orders?

  Incomplete recipient details. It is essential that you provide our florists with full and accurate details of the recipient. Phone number and e-mail help us to ensure that the flowers and gifts arrive on time.

• What happens if the recipeint is not at home?

  Our local florists are also experts in home delivery. We know that sometimes the recipient is not at home, and this is why it is essential that you provide the e-mail and/or phone number of the recipient. Be assured that our local florist will always try to contact the recipient and make a successful delivery.

• What is your delivery Policy?

  Please click here to see our delivery policy.

• What hours are customer service open?

  From Monday to Friday: 8:30 to 19:00 CET (GMT+1 winter/ GMT+2 summer) Saturdays: From 9:30 to 14:30 CET (GMT+1 winter/ GMT+2 summer).

• What is a price increase request?

  This very rarely happens, but because we work with local florists sometimes the florist will request more money to make a successful delivery. This is normally due to long distances to make the delivery, as sometimes the nearest florist is a long way away. It is not always possible to know this before you make the order, so we will contact you to request approval first. Please see our delivery policy for more information about this.

• How do I login to My FloraQueen Account?

  When you made your purchase, or when you signed up to FloraQueen as a Florist, Partner, Affiliate or Company Gifts account, we sent you an e-mail with your login details. Click My FloraQueen Account to login.

• I have lost my password

  Click here, and we will send you a new password.

• The amount you charged me doesn't match the amount on your website

  Sometimes there may be slight differences in the amount of money you are charged from your credit card account to what was shown when you ordered. This is most likely due to bank charges and exchanges rates. FloraQueen will only ever receive the amounts that we quote, so if there is a discrepancy please contact your bank to request information about their charges for processing and currency exchange.

• Password is not working

  Click here, and we will send you a new password.

• How do I unsubscribe from the Newsletter offers?

  If you wish to unsubscribe from the FloraQueen newsletter list, please send your request to unsubscribeme@floraqueen.com with your e-mail address that you wish to be removed.