We are here to help

Here are some frequently asked questions from our customers

Placing an order

Where do you deliver to?

We deliver to all across mainland UK. It's worth noting that some UK Postcodes may take up to 48 hour deliveries. This can be found in our delivery section on our Terms and Conditions page along with a list of all the postcodes we do not cover.

Can I order for a specific date?

Of course you can. Our website makes it super easy for you to choose your exact date when you want it to be delivered. Once you have added your item to cart, choose a available delivery date by clicking on the calendar.

Can I change my mind after I place an order?

Here at Nova Blooms, we work around the clock to ensure every order is perfected! Once we receive your order, we go to work straight away preparing it which means unfortunately we may not be able to cancel your order. Contact our customer service team to see what we can do for you

FLOWER PROBLEMS

My flowers don't look good in the vase?

We generally tend to send our blooms out in bud. This simply means that when they arrive, the bouquet may not look quite as expected.

Do not fear, once the blooms have been trimmed and arranged, you will see the buds start to open in the next few days. This is done so whoever receives the lovely flowers gets to enjoy them in a full life cycle.

My flowers didn't last long enough?

We take the quality of our flowers and plants really seriously and only choose ones we’re sure will last with the right care.

We guarantee most of our flowers last for 7 days. Some may last longer and with regular stem trims and water changes can last up to 10 days. But you’ll find that other stems naturally don’t last as long and will need taking out of your vase earlier.

Spring blooms such as tulips and peonies are only guaranteed to last 5 days as they have a naturally shorter vase life than our other blooms.

If this is not the case, please get in touch with our customer service team. To make it quicker for us to diagnose and fix things, please share your order number (or delivery postcode) and a few photos of your flowers trimmed and in vase or your plant.

I received the wrong product ?

If the bouquet or plant that you have received is different to the one you ordered, please get in touch with us and one of our friendly customer service team would be more than happy to investigate what happened with your order.

DELIVERY QUESTIONS

Where is my delivery?

Currently, our deliveries are 95% likely to arrive on your chosen date, however some areas may be subject to delay due to COVID 19. Our couriers will send you a text or an email where you will be able to track the progress of your delivery. We do not offer a guaranteed time slot delivery. If you didn't receive an email, get in touch with our customer service team who will be more then happy to help you.

Why can't I track my order?

Please note that the tracking number only goes live once the parcel is with the courier. Sometimes we use local delivery drivers to ensure your order gets to you as safe and quickly as possible. If you are concerned about the status of your order, feel free to contact our customer service team. 

Why does my package say delivered and it's not?

  • We’re so sorry if your tracking says “delivered” but you can’t find it anywhere! That’s so strange as our couriers and drivers are usually really accurate.
  • Please double check the following:
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  • Is the address on your dispatch email definitely the correct address?
  • Is there a ‘left safe’ card tucked anywhere?
  • Has it been left safely somewhere around the property?
  • Has one of your neighbours taken it in for you?
  • Has your tracking link got a photo or any more details on where it was left?
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If it still can’t be tracked down after trying the above, please get in touch with our Customer Service Team and tell us the address it should have arrived to. We’ll of course make this right for you.

FRUIT AND VEG QUESTIONS

Can I customise my box?

Yes, Yes, Yes!

Many of our customers have asked for a customisation box and now you can feel free to add as many fruit and veggies to your box. Go to the fruit and veg section on the website and click 'Create your own'. From here you will be able to customise your box until your hearts content, adding anything from fruit and veg, to fresh artisan bread, and so much more!

I think something is missing from my order?

We are so sorry to hear this has happened. We are only human and we are working round the clock to ensure your fresh fruit and veg gets delivered to you on time. Feel free to contact our customer service team where they will try and find the best resolution for you.

Is your fruit and veg organic?

  • We try and source our fruit and veg from local growers and markets, however something this may not be possible and we may look to source our fruit and veg elsewhere.

SUBSCRIPTION QUESTIONS

If I sign up to subscription, am I tied into a contract?

The simple answer is no. If you choose one of our subscription options, you can stop your orders and cancel your account at any time. If you want to skip a week you can also pause your subscription.

Can I pause a delivery if I am going on holiday?

Of course you can. Log into your account and select the subscription tab. You will be able to see all your subscription dates and just hit pause if you want to stop a delivery for that week.  

How do I cancel my subscription?

  • We’re so sorry if you are thinking of leaving us. Log in to your account page and select the subscription tab, if you have more than one subscription select the subscription you want to cancel, then select the option to cancel. Please note no refunds can be made, if payment has already been made that order cannot be cancelled but your subscription will be cancelled as of the next order.

STILL HAVE ANY QUESTIONS?

0208 106 1196

  •   contact@novablooms.com