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COMPLIMENTARY STANDARD DELIVERY ON ORDERS OVER £245.00 AVAILABLE NATIONWIDE

Frequently Asked Questions

We’re always here to help. Below you’ll find answers to some of the most frequently asked
questions about ordering, delivery, and caring for your flowers. If you can’t find what you’re
looking for, contact our studio and our team will be happy to help.

Account & Ordering

Select ‘Login’ in the top right of the page and then click ‘Create An Account’.

Enter your name, email address, and password. Once your account is set up, you can check out faster, view your order history, and save delivery addresses.

Select ‘Login’ in the top right of the page and then click ‘Create An Account’.

Enter your name, email address, and password. Once your account is set up, you can check out faster, view your order history, and save delivery addresses.

To open a credit account for regular purchases, please call 020 3666 1955 or email
corporate@paulthomasflowers.co.uk to request an application form.

Choose your bouquet and size, add it to your basket, and follow the checkout steps to enter delivery and payment details.

For help, call 020 3666 1955.

Yes, we are happy to take your order by email or over the phone.

  • Email: contact@paulthomasflowers.co.uk – include your contact details, recipient’s
    name and address, and notecard message.
  • Phone: 020 3666 1955 (Monday–Friday, 08:00–17:00).
    We’ll confirm your order during opening hours.

For bespoke designs, call our studio on 020 3666 1955 and our team of expert florists will
help create something unique.

You’ll receive a confirmation email once your order is placed. If you haven’t received it within 12 hours, contact 020 3666 1955 or contact@paulthomasflowers.co.uk

To amend your order, contact us as soon as possible on 020 3666 1955 or
contact@paulthomasflowers.co.uk .We’ll do our best to accommodate changes if your order hasn’t been prepared.

Messages & Personalisation

Your message will be handwritten on a Paul Thomas notecard and attached to your order.

Please note, we reserve the right to refuse messages that we deem offensive or
inappropriate in any way.

Your message will be handwritten on a Paul Thomas notecard and attached to your order.

Please note, we reserve the right to refuse messages that we deem offensive or
inappropriate in any way.

To send flowers anonymously, omit your details from the note card. Under the Data
Protection Act, we cannot disclose your information to the recipient.

Yes. Enter any delivery instructions in the ‘special instructions’ box below the delivery
address fields.

Delivery Information

For same-day delivery within London, orders must be placed before 12 noon, Monday to
Friday. We do not offer same-day delivery on Saturday, Sunday or public holidays.

For same-day delivery within London, orders must be placed before 12 noon, Monday to
Friday. We do not offer same-day delivery on Saturday, Sunday or public holidays.

We deliver throughout London, covering the following postcode areas:

  • Central London: EC, WC, W1, W2, W8, W11, W14
  • West London: W3, W4, W6, W9, W10, W12
  • South West London: SW1–SW20, TW9
  • South East London: SE1–SE27
  • North London: N1, N6–N8, N10, N19, N22
  • North West London: NW1, NW3–NW6, NW8, NW4

Certain Greater London postcodes are included in our Nationwide Delivery option.

We can deliver to most addresses across mainland UK, excluding certain restricted postcodes where our courier service is unable to reach. These are:

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.

London Standard Delivery (including Next Day): £20

  • Delivery available Monday – Saturday (excluding Bank Holidays).
  • Orders must be placed by 12 noon the day before.
  • For Monday deliveries, the deadline is 12 noon on the prior Saturday.

London Same-Day Delivery:

  • Available Monday – Friday for orders placed before 12 noon.
  • Not available on Saturdays, Sundays, or public holidays.

London Timed Delivery (AM): Available on request. Please contact 020 3820 7129 or contact@paulthomasflowers.co.uk .

Nationwide Delivery: £20

  • Delivery available Tuesday – Saturday
  • For next day delivery, orders must be placed by 12 noon the day before.

Yes, we can arrange international deliveries through a trusted third-party florist network.
These orders cannot be placed through our website. To send flowers outside of mainland
UK, please contact our studio on 020 3666 1955 or email contact@paulthomasflowers.co.uk, and our team will be delighted to assist.

Yes, timed morning (AM) deliveries are available within London upon request. Please
contact our studio directly by phone at 020 3820 7129 or by email at
contact@paulthomasflowers.co.uk to arrange this.

All nationwide deliveries are made before 12 noon as standard

We do not currently offer a live tracking service. However, our team will be happy to update you on the status of your delivery — please contact us on 020 3820 7129 or at contact@paulthomasflowers.co.uk.

If no one is available to receive your delivery, our driver will leave a contact card so that redelivery can be arranged. Occasionally, the flowers may be left with a neighbour or in a
safe location if suitable.

If you have specific delivery instructions, please include them in the ‘special instructions’ box at checkout, and we will do our best to follow them.

Payment & Receipts

We accept Visa, MasterCard, Maestro, and American Express.

We accept Visa, MasterCard, Maestro, and American Express.

Payment must be made in full at the time of ordering.

To request a VAT receipt, email us at contact@paulthomasflowers.co.uk.

Packaging, Quality & Refunds

Bouquets are wrapped in paper and cellophane, tied with Paul Thomas ribbon, and placed in branded bags or boxes.

Flowers in vases are available on request (additional charge applies).

Bouquets are wrapped in paper and cellophane, tied with Paul Thomas ribbon, and placed in branded bags or boxes.

Flowers in vases are available on request (additional charge applies).

We use the freshest seasonal flowers available. If an item is unavailable, it will be replaced with one of equal or higher value.

If your order arrives damaged, please email a photo to contact@paulthomasflowers.co.uk and we’ll investigate.

If you’re not completely satisfied, contact us on 020 3666 1955 or
contact@paulthomasflowers.co.uk with a photo. If the fault is ours, we’ll offer a replacement or full refund.

Flower Care & Sourcing

To enjoy your flowers at their most beautiful, please follow our care recommendations:

  • Gently lift the bouquet from its bag or box and remove the paper wrapping and
    hydration pack.
  • Keep the binding string in place to preserve the hand-crafted design.
  • Remove any foliage that would sit below the waterline to help keep the water clear
    and fresh.
  • Fill a clean vase with lukewarm water and add the provided flower food.
  • Trim each stem at an angle with clean scissors or secateurs to the desired length for
    your vase, splitting any woody stems to aid water absorption, and then place the
    bouquet into the prepared water.
  • Ensure the water level reaches all stems, including the shorter ones.
  • Position your flowers away from direct sunlight, draughts and heat sources such as
    radiators.
  • Refresh the water and re-trim the stems every two to three days to prolong their
    beauty.

When properly cared for, a mixed bouquet should last approximately five to seven days. Individual flowers may fade at different times, simply remove them as the bouquet matures.

To enjoy your flowers at their most beautiful, please follow our care recommendations:

  • Gently lift the bouquet from its bag or box and remove the paper wrapping and
    hydration pack.
  • Keep the binding string in place to preserve the hand-crafted design.
  • Remove any foliage that would sit below the waterline to help keep the water clear
    and fresh.
  • Fill a clean vase with lukewarm water and add the provided flower food.
  • Trim each stem at an angle with clean scissors or secateurs to the desired length for
    your vase, splitting any woody stems to aid water absorption, and then place the
    bouquet into the prepared water.
  • Ensure the water level reaches all stems, including the shorter ones.
  • Position your flowers away from direct sunlight, draughts and heat sources such as
    radiators.
  • Refresh the water and re-trim the stems every two to three days to prolong their
    beauty.

When properly cared for, a mixed bouquet should last approximately five to seven days. Individual flowers may fade at different times, simply remove them as the bouquet matures.

Our orchid plants are selected for their exceptional quality and elegance. With care, they will continue to grace your space for weeks to come:

  • Position your orchid in a bright, well-lit spot, avoiding direct sunlight.
  • Keep away from draughts and extreme temperatures (below 12°c or above 25°c).
  • Water or mist the roots and leaves regularly, approximately once a week, taking care
    to avoid the flowers. The roots should remain lightly moist but never sit in standing
    water.
  • Gently wipe dust from the leaves as needed to allow maximum light absorption.

With cared for correctly, orchid blooms should last around four weeks. Once the flowering has finished, trim the stem back to the third node above the leaves – with time, a new flower may emerge.

Each of our winter wreaths and garlands are individually handcrafted by our team of master florists using fresh, natural materials. Each piece will remain vibrant for approximately one to two weeks and will dry beautifully thereafter.

To enhance their longevity:

  • Mist with water regularly (both front and back) to keep the foliage and base
    hydrated.
  • Display outdoors or in a cool location, away from direct heat, to preserve
    freshness.

Our florists handpick fresh, seasonal blooms daily from New Covent Garden Flower Market, London, sourcing from top British and international growers.

Customer Support

Our opening hours are Monday–Friday, 08:30–17:00.

For further assistance, please contact our Customer Care team:

E. contact@paulthomasflowers.co.uk

T. +44 020 7499 6889

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