FAQs

HOW DO I CREATE AN ONLINE ACCOUNT?

Simply select ‘Login’ in the top right of the page and then click ‘Create An 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 corporate@paulthomasflowers.co.uk to request a new account application form.

 

HOW DO I PLACE AN ORDER ONLINE?

After browsing our selection of hand-tied bouquets and choosing a design, simply select the size option that you would like to purchase and add this to your basket. You will be guided through the buying process such as entering delivery and payment details, but if you do encounter any difficulty, please contact us on 020 7499 6889 and 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 contact@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 promptly (provided that the email is received during opening hours).

To place an order by phone, please call us on 020 7499 6889. The team is available Monday to Friday, 08.00-17.00.

 

HOW CAN I PLACE A BESPOKE ORDER?

If you cannot find exactly what you are looking for or would like to discuss ordering something completely bespoke, our team of expert florists would be delighted to help. Please call our studio 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. 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 contact@paulthomasflowers.co.uk and we will look into this for you.

 

CAN I INCLUDE A PERSONAL MESSAGE WITH MY ORDER?

When placing an order online, you will be given the opportunity to enter a personal message during checkout. If ordering by email, be sure to include your notecard message within the body of your email.

Your message will be handwritten on a high quality Paul Thomas 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 or inappropriate in any way.

 

CAN I SEND AN ORDER ANONYMOUSLY?

To send flowers anonymously, simply omit any of your personal details from the card message and the recipient will have no trace of who sent the flowers. 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 12noon Monday-Friday. We do not offer a same-day central London delivery service on Saturday, Sunday or public holidays.

 

WHICH AREAS ARE INCLUDED IN LONDON DELIVERY?

The following central London postcodes are serviced within our London delivery option:

W1, W2, W8, W11, W14

WC1, WC2

EC1, EC2, EC3, EC4

SW1, SW2, SW3, SW4, SW5, SW6, SW7, SW8, SW9, SW10, SW11, SW12

SE1, SE11, SE17, SE24

NW1, NW8

 

WHICH AREAS ARE INCLUDED IN NATIONWIDE DELIVERY?

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 studio on 020 7499 6889 if you would like to discuss your delivery.

Certain Greater London postcodes are included in our nationwide delivery option. These are:

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 12noon Monday – Friday.

 

DO YOU DELIVER 7 DAYS A WEEK?

We deliver Monday – Saturday but not Sundays or Bank Holidays.

For central and Greater London, we offer same-day, next-day or standard delivery options for delivery Monday – Saturday. Our next-day nationwide delivery option is available Tuesday to Saturday.

 

WHAT ARE YOUR DELIVERY CHARGES AND DEADLINES?

Our London Delivery charges are as follows:

STANDARD LONDON DELIVERY (INCLUDING NEXT DAY DELIVERY) – Complimentary

Monday – Saturday delivery available

Deadline to order: 12noon the day before except Monday deliveries, for which the deadline is 12noon on the prior Saturday

SAME DAY LONDON DELIVERY – £5

Monday – Friday delivery available

Deadline to order: 12noon the day of delivery

TIMED LONDON DELIVERY (PRE-12NOON)- £10

Monday – Saturday delivery available

Deadline to order: 12noon the day before except Monday deliveries, for which the deadline is 12noon on the prior Saturday

Our Nationwide Delivery charges are as follows:

STANDARD NATIONWIDE DELIVERY – Complimentary

Tuesday – Friday delivery available

Deadline to order: 12noon the day before except Tuesday deliveries, for which the deadline is 12noon on the prior Saturday

SATURDAY NATIONWIDE DELIVERY – £25

Saturday delivery only

Deadline to order: 12noon on the prior Thursday

NEXT DAY NATIONWIDE DELIVERY – £25

Tuesday – Friday delivery available

Deadline to order: 12noon the day before

No delivery is available on Bank Holidays.

No delivery is available for the day after a Bank Holiday unless in London.

 

DO YOU OFFER INTERNATIONAL DELIVERY?

Yes, through a third party flower delivery network. 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 studio on 020 7499 6889 or by email at contact@paulthomasflowers.co.uk to place your order.

 

CAN I REQUEST A TIMED DELIVERY SLOT?

For a timed (pre-12noon) London delivery, simply select Timed Delivery at checkout.

All of our nationwide deliveries are made pre-12noon.

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 contact@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 contact@paulthomasflowers.co.uk we will be able to update you on the status of your order.

 

WHAT HAPPENS IF NO ONE IS HOME TO ACCEPT DELIVERY?

If there is no one in 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 enter these details in the ‘special instructions’ box below the delivery address fields.

 

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We 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.

 

CAN I GET 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 contact@paulthomasflowers.co.uk to request one.

 

CAN I 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 contact@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 packaged with signature Paul Thomas Flowers ribbon and wrapped in cellophane and tissue paper 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.

 

WHY DO THE FLOWERS SOMETIMES LOOK DIFFERENT TO THE IMAGES ONLINE?

We source the freshest, highest quality flowers and foliage that each season has to offer. In the event that we are unable to source a particular ingredient due to seasonal availability, we will make appropriate substitutions of equal or higher value.

 

WHAT HAPPENS IF 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 damaged bouquet to our team at contact@paulthomasflowers.co.uk and we will investigate.

 

WHAT IF 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 contact@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?

Paul Thomas flowers are sourced and arranged to order, meaning they are super fresh and the season’s best selection.

It’s important to place your flowers in water as soon as possible. To further maximise the vase life, we recommend following these simple steps:

• Carefully lift the bouquet out of the gift bag or delivery box and remove all packaging, taking care not to damage the flowers.

• Remove any leaves that would be below the waterline to keep the water as clean as possible in order to prolong the vase life.

• Re-cut all flower stems on an angle to encourage them to drink the water easily. Split woody stems with a pair of scissors or secateurs.

• Open the flower food sachet, pour the food into your chosen vase and fill with freshly-drawn, lukewarm water. Stir to dissolve the flower food if necessary.

• Place the flowers in the vase. If they have been packaged with hydrating gel, any residual gel will dissolve once the stems are placed into water.

• Position the flowers out of direct sunlight, away from drafts or heating sources and avoid particularly cold or hot positions.

• Change the water and re-cut the stems every few days to ensure the flowers remain fresh as long as possible.

 

WHERE DO YOU SOURCE YOUR FLOWERS?

Our team handpick fresh, seasonal blooms at the New Covent Garden Flower Market in London 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 customer service line is open Monday to Friday, 08.00-17.00. If you require any assistance, please do not hesitate to contact us on 020 7499 6889 or by email at contact@paulthomasflowers.co.uk.