FAQs

HOW DO I CREATE AN ONLINE ACCOUNT?
Simply select ‘Register/Your Account’ from the main menu which can be accessed from anywhere on our website and then click ‘Create Account’. You will be asked to enter your name, email address and a password for your account.
Once your account has been set up, you will be able to check out faster, access your order history and save shipping addresses.

CAN I BECOME AN ACCOUNT CUSTOMER?
If you would like to buy from us on a regular basis, we would be delighted to open a credit account for you. Please call us on 020 7499 6889 or email us at boutique@paulthomasflowers.co.uk to request a new account application form.

HOW DO I PLACE AN ORDER ONLINE?
We hope that you enjoy browsing our selection of seasonal hand-tied bouquets, plants and gifts. Simply visit our online boutique here and select the items that you would like to purchase. You will be guided through the buying process but if you do encounter any difficulty, please contact us on 020 7499 6889 and one of our team will be happy to assist.

CAN I PLACE AN ORDER BY EMAIL OR OVER THE TELEPHONE?
Yes, we are more than happy to take your order by email or over the phone.
Please email your order request to boutique@paulthomasflowers.co.uk and include your contact details, the recipient’s name and address and your notecard message. We will always endeavour to get back to you to acknowledge your order within one hour (provided that the email is received during opening hours).
To place an order by phone, please call us on 020 7499 6889. Our team are available Monday to Friday, 08.30-17.00 and Saturday 09.00-midday.

I WOULD LIKE TO PLACE A BESPOKE ORDER…
If you cannot find exactly what you are looking for or would like to order something completely bespoke, our team of expert florists would be delighted to help. Please call our boutique on 020 7499 6889 to discuss your requirements.

HOW DO I KNOW THAT MY ORDER REQUEST HAS BEEN RECEIVED?
As soon as you have placed your order, you will receive a confirmation email from our payment partner Worldpay. If you do not receive an email within 12 hours of placing your order, please contact us on 020 7499 6889 or by email at boutique@paulthomasflowers.co.uk and we will look into this for you.

I WOULD LIKE TO INCLUDE A PERSONAL MESSAGE WITH MY ORDER…
When placing an order online, you will be given the opportunity to enter a personal message in the ‘Your Basket’ area when you click on ‘Add Message’. If ordering by email, be sure to include your notecard message within the body of your email.
Your message will be handwritten on a luxe Paul Thomas Flowers notecard and placed in an envelope which will be securely attached to your order.
Please note that we reserve the right to refuse to send a message that we deem to be offensive in any way.

I WOULD LIKE TO SEND MY ORDER ANONYMOUSLY…
In which case we will not reveal your identity to the recipient. In fact, the Data Protection Act means that we are bound by law not to disclose any of your personal information. All the recipient will see is your notecard message – if you choose to include one.

CAN I LEAVE INSTRUCTIONS FOR DELIVERY?
If you have specific instructions for delivery, please enter this information in the ‘special instructions’ box below the delivery address fields.

WHEN DO I NEED TO PLACE AN ORDER FOR SAME-DAY DELIVERY?
For same-day delivery within central London, orders must be received by 2.30pm Monday-Friday and by 11am on Saturday. We do not offer a same-day central London delivery service on a Sunday or public holidays.

CENTRAL LONDON
SW1, SW2, SW3, SW4, SW5, SW6, SW7, SW8, SW9, SW10, SW11, SW12
W1, W2, W8, W11, W14
WC1, WC2
EC1, EC2, EC3, EC4
SE1, SE11, SE17, SE24
NW1, NW8

For same-day delivery within the Greater London area, orders must be received by 2pm Monday-Friday and by 11am on Saturday. We do not offer a same-day Greater London delivery service on a Sunday or public holidays.

GREATER LONDON
SW13, SW14, SW15, SW16, SW17, SW18, SW19, SW20
W3, W4, W5, W6, W7, W9, W10, W12, W13
E1, E2, E3, E4, E5, E6, E7, E8, E9, E10, E11, E12, E13, E14, E15, E16, E17, E18
SE2, SE3, SE4, SE5, SE6, SE7, SE8, SE9, SE10, SE12, SE13, SE14, SE15, SE16, SE18, SE19, SE20, SE21, SE22, SE23, SE25, SE26, SE27, SE28
NW2, NW3, NW4, NW5, NW6, NW7, NW9, NW10, NW11
N1, N2, N3, N4, N5, N6, N7, N8, N9, N10, N11, N12, N13, N14, N15, N16, N17, N18, N19, N20, N21, N22

For nationwide next-day delivery, orders must be placed by 2.30pm Monday-Friday and by 11am on Saturday.

DO YOU DELIVER 7 DAYS A WEEK?
For central and Greater London, we offer same-day or nominated day delivery Monday to Saturday. Our next-day nationwide delivery option is available Tuesday to Saturday.

WHAT ARE YOUR DELIVERY CHARGES?
Central London £10.00
Greater London £20.00
Nationwide Premium Overnight (Tuesday to Friday) £15.00
Nationwide Premium Overnight (Saturday delivery) £35.00

Charges may vary for timed delivery slots

DO YOU DELIVER ACROSS THE UK?
Yes, we can deliver to almost any address in mainland UK with the following exceptions where there is restricted service: AB10/56 - BT18/94 - DD6/11 - DG1/16 - DN21/22 - DT1/11 - FK8/21 - GY1/9 - ZE1/3 - LL35/78 - ML12 - PA20/78 - PH1/44 - HS1/9 - IM1/99 - IV1/56 - KA3/30 - KW1/17 - KY8/16 - LA8/23 - LD3/6 - PO30/41 - SY4/25 - TD1/15 - WR6/15. Please contact our boutique on 020 7499 6889 if you would like to discuss your delivery.

DO YOU OFFER INTERNATIONAL DELIVERY?
Yes, through a third party flower delivery network. However, all orders for delivery outside of mainland UK will be passed on to a local florist and so we cannot guarantee quality of product or service.
Please note that orders for international delivery are not accepted through our website. You will need to contact our boutique on 020 7499 6889 or by email at boutique@paulthomasflowers.co.uk to place your order.

CAN I REQUEST A TIMED DELIVERY SLOT?
For next-day or nominated-day mainland UK orders, items will be delivered between 09.00 and 17.00. If you would like to ensure that your order reaches the recipient by a particular time please let our team know by calling 020 7499 6889 or by email at boutique@paulthomasflowers.co.uk.

CAN I TRACK MY ORDER?
Unfortunately, we do not currently offer a tracking service. However, if you contact our boutique on 020 7499 6889 or by email at boutique@paulthomasflowers.co.uk then one of our team will be able to update you on the status of your order.

NO ONE IS HOME TO ACCEPT DELIVERY…
If there is no one to accept delivery of your order, the driver will leave a contact card so that the recipient can call to rearrange delivery. Occasionally, the driver may leave the flowers with a neighbour or in a secure place. If you have specific instructions regarding delivery please inform our team, or if purchasing online, enter these details in the ‘special instructions’ box below the delivery address fields.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We currently accept Visa, MasterCard, Maestro and American Express.

CAN I PAY FOR MY ORDER ON DELIVERY?
Unfortunately not. In order to complete your purchase, we must take full payment by credit or debit card at the time of ordering.

I NEED A VAT RECEIPT…
Our team will be happy to provide a VAT receipt if required. Please contact us on 020 7499 6889 or by email at boutique@paulthomasflowers.co.uk to request one.

I NEED TO AMEND MY ORDER…
If you would like to make a change to your order, please contact us as soon as possible on 020 7499 6889 or by email at boutique@paulthomasflowers.co.uk. As long as your order has not already been prepared we will do our best to accommodate the required changes.

HOW WILL MY ORDER BE PACKAGED FOR DELIVERY?
Our bouquets are tied with Paul Thomas Flowers ribbon and wrapped in layers of cellophane and then placed in glossy black bags or white delivery boxes. Layers of tissue cushion the flowers, protecting them from damage during transit.

We do not send out flowers in vases unless specifically requested. Please note that there would be an additional charge for this.

THE FLOWERS LOOK DIFFERENT TO THE IMAGES ONLINE…
We buy and work with the very best flowers, plants and foliages that each season has to offer. Occasionally, we may struggle to source a particular flower and so we will make substitutions. However, we will always advise if this is the case, either by phone or by email.

MY ORDER HAS BEEN DAMAGED DURING TRANSIT…
We are extremely sorry if this is the case. We take the upmost care to package our flowers for transit so that they will be safe from damage.
Please send a photograph of the bouquet to our team at boutique@paulthomasflowers.co.uk and we will investigate.

I AM NOT HAPPY WITH MY ORDER AND WOULD LIKE A REFUND
If you are not completely satisfied with the delivered product, please contact our team on 020 7499 6889 or by email at boutique@paulthomasflowers.co.uk. If the fault lies with us, we will of course offer to send out a replacement or provide a full refund. Please note that we must receive a photo of the product so that we can investigate the issue fully.

HOW DO I CARE FOR MY FLOWERS?
For all nationwide orders we use a gel product rather than water to keep the flowers fresh and hydrated during transit. On receipt, remove the bouquet from the gel (do this over a sink) by holding the bouquet around the tie and withdraw the stems leaving most of the gel in the packaging.

(The gel can be disposed of with normal household rubbish, composted or simply washed down the drain as it is totally miscible with water and non-toxic.)

Wash any excess gel off the stems and snip them at a sharp angle before immediately placing the flowers into a vase of clean, cold water. We recommend that the water is changed every 2-3 days and the stems re-cut to prolong the lifespan of the flowers. Try to avoid placing your flowers in direct sunlight or close to an air conditioning or heating unit.

WHERE DO YOU SOURCE YOUR FLOWERS?
Our team handpick fresh, seasonal blooms at the New Covent Garden Flower Market every day. Here we have access to the most incredible range of fresh-cut flowers, plants and foliages from all over the world, including the best that British growers have to offer.

WHAT ARE YOUR OPENING HOURS?
Our boutique is open Monday to Friday, 08.00-17.00 and Saturday, 09.00-midday. Our office hours are Monday to Friday 09.00-17.30.

SIGN UP FOR OUR NEWSLETTER

Sign up to receive our latest news, details of our newest bouquets as well as exclusive offers