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Help & FAQs

  1. Ordering Process:

    • How to place an order: To place an order, simply browse our collection of exquisite floral arrangements and gifts and click on the product you'd like to purchase. Add the item to your cart and proceed to checkout to complete your order.
    • Payment methods: We accept all major credit and debit cards, as well as PayPal for secure online payments.
    • Order confirmation and tracking: Once your order is placed, you'll receive an email confirmation with your order details. You can track the status of your order by logging into your account and accessing the order tracking page.

  2. Product Information:

    • Choosing the right bouquet: Our flower experts are here to help you choose the perfect bouquet for any occasion. Whether you're celebrating a birthday, anniversary, or special milestone, we have a variety of options to suit your needs.
    • Flower care tips: Extend the life of your flowers with our helpful care tips. Keep your bouquet fresh by trimming the stems, changing the water regularly, and placing them in a cool, well-lit area away from direct sunlight and heat sources.
    • Customisation options: Add a personal touch to your order with our customisation options. Choose from different flower varieties, colours, and arrangements to create a truly unique and memorable gift.

  3. Delivery Information:

    • Delivery areas: We offer delivery to London boroughs within the M25 area. Unfortunately, we are unable to deliver to areas outside of this zone at this time.
    • Delivery times: Our standard delivery times are 3-5 business days. Next day delivery is available for orders placed before 12pm. 
    • Valentine's Day order cutoff: To ensure timely delivery, please place your order by Sunday 11th February 2024 for Valentine's Day delivery.

  4. Returns and Refunds:

    • Returns policy: We want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, please contact us within 2 days of receiving your delivery for store credit or exchange.
    • Refund process: To request store credit or exchange, please email our customer support team at hello@ebonyfleurs.com with your order number and reason for return. Our team will guide you through the process and provide further instructions.
    • Eligibility: To be eligible for store credit or exchange, items must be unused and in the same condition as when you received them. Please note that personalised or custom orders are not be eligible for returns unless they arrive damaged or defective.

  5. Account Management:

    • Creating an account: To create an account, click on the "Sign Up" button on our website and follow the prompts to enter your information.
    • Managing account settings: Once logged in, you can manage your account settings, including address and payment information, by visiting the "My Account" section of our website.
    • Password reset: If you forget your password, you can reset it by clicking on the "Forgot Password" link on the login page and following the instructions provided.

  6. Contact Information:

    • Customer support: Our customer support team is available to assist you Monday - Saturday, from 8am - 8pm. You can reach us by emailing hello@ebonyfleurs.com or calling 07935 260 570.
    • Response times: We strive to respond to all inquiries within 2 hours. Your satisfaction is our top priority, and we appreciate your patience as we work to address your concerns.

  7. Privacy and Security:

    • Data handling: We take your privacy and security seriously. Your personal information is protected and will never be shared with third parties without your consent. For more information, please review our Privacy Policy.
    • Privacy policy: Our Privacy Policy outlines how we collect, use, and protect your personal information. By using our website, you agree to the terms outlined in our Privacy Policy.

  8. Special Requests and Custom Orders:

    • Placing special requests: Have a special request or custom order in mind? Please reach out to our customer support team via Instragam DM @ebonyfleurs or email us at hello@ebonyfleurs.com, and we'll do our best to accommodate your needs.
    • Bespoke arrangements: Looking for something unique? Our florists are here to help you create a bespoke arrangement tailored to your preferences. Contact us to discuss your vision and bring it to life.

  9. Gift Services:

    • Gift wrapping: Add an extra touch of elegance to your gift with our gift wrapping service. Simply select the gift wrapping option at checkout, and we'll take care of the rest.
    • Gift messages: Include a personalised message with your order to convey your heartfelt sentiments. You can add your message during the checkout process, and we'll include it with your delivery.
    • Gift vouchers: Not sure what to choose? Give the gift of choice with our gift vouchers, available in various denominations. Perfect for any occasion, our vouchers can be redeemed online.

  10. Feedback and Reviews:

    • Leaving feedback: We value your feedback and strive to provide exceptional products and services. If you've enjoyed your experience with us, we'd love to hear from you! Please consider leaving a review on our website or social media platforms.
    • Importance of feedback: Your feedback helps us improve our products and services and ensures that we continue to meet and exceed your expectations. Thank you for taking the time to share your thoughts with us.