Frequently Asked Questions
Delivery Information
Thank you for choosing our premium delivery services. To ensure a seamless experience, we kindly request your attention to the following guidelines:
When placing an order, please specify the desired delivery date and a 4-hour timeframe (e.g., May 2, 2022, 2-6 pm). Please understand that unforeseen circumstances, such as abnormal traffic, strikes, or adverse weather conditions, may cause delays in our delivery services. Your understanding in such situations is deeply appreciated.
For a personalized touch, kindly provide the recipient's full name and a valid UK telephone number during the ordering process. Prior to dispatch, our team will initiate contact with the recipient to facilitate a smooth acceptance of the delivery. In the event that contact cannot be established due to an unreachable phone number, resulting in delayed shipping and receipt, our establishment regrettably cannot assume responsibility.
Delivery Methods
Studio Pickup:
Address: 1.19 Oxo Tower Wharf, Barge House St, London SE1 9PH
Uber Delivery:
Please note that recipients are required to meet the driver at street side for the pickup; we do not deliver to upper floors. In instances where the delivery address imposes parking restrictions, our drivers will halt at a nearby location and promptly contact the recipient. A brief waiting period of 3-5 minutes is permitted. Failure to timely pick up the bouquet may result in its return to the studio. For subsequent redelivery, an alternative time slot must be selected, accompanied by an additional delivery fee. If your residence supports leaving the bouquet at the front desk, kindly inform customer service in advance for the necessary adjustments to the delivery service.
Service Terms
When receiving floral arrangements, we kindly ask recipients to inspect and confirm its condition. If there are any issues with your order, please contact our customer service team within 15 minutes of delivery. We cannot be held responsible for issues that are not raised within 15 minutes of delivery.
Last minute changes to delivery times necessitate an additional £10 service fee.
Last minute requests for delay dispatch to the following day incurs a supplementary £20 service fee. Please be advised that delays do not guarantee the preservation of floral quality, and no after-sale services will be provided.
Changes and Adjustments
We regret to inform you that no refunds will be issued after payment has been processed.
For adjustments to styles or delivery dates within 5 days prior to delivery, please liaise with our customer service team. However, please understand that we may not be able to accommodate changes due to design and production schedules.
We regretfully cannot accommodate changes within 5 days of the scheduled delivery. While our store endeavors to preserve products subject to delayed shipping, we regret that the freshness of the bouquet cannot be guaranteed.
Floral & Material Notes
We reserve the right to substitute floral materials.
We will conscientiously replace out-of-stock or substandard florals with alternatives of similar styles, varieties, colors, sizes, and price. Substitutions will be conducted following prior communication and mutual agreement with the customer.
Our bouquets are artisanal masterpieces, crafted from natural elements. Reference images serve as a guide to past styles and craftsmanship. Each creation is uniquely handcrafted, and the inherent individuality of natural flowers dictates that no two pieces will be identical.
We express our sincere gratitude for your discerning choice and unwavering support.
配送信息
下单时必须备注配送日期和当日4小时时间段（比如2022年5月2号2-6pm，如配送服务受异常交通、罢工、恶劣天气、等不可控因素影响导致延误，敬请谅解）
下单请提供收件人英国电话号码及姓名（发货前会联系收件人准备接收，保持通讯通畅，如收件人电话无法接通导致的延误发货和收货，本店概不负责）
配送方式
Studio自取 : 1.19 Oxo Tower Wharf，Barge House St, London SE1 9PH
The Moment 司机配送（需收件人下楼自取，不支持送货上楼。如配送地址受限无法停车，司机将会停在附近地点并联系收件人，只允许等待3-5分钟，如收件人未能及时领取，花束可能会被退回studio，如再次配送，则需另选时段并额外支付配送费。如公寓楼支持放在前台，请提前告知客服调整配送服务）
服务条例
取花时请检查确认，如有损坏请在收到花礼后立刻与客服联系，收货15分后未联系客服，本店将概不负责
如客户临时要求更改配送时间，需额外增收£10服务费
如客户主动要求需更改次日配送，增收£20服务费，不保证鲜花品质，不予任何售后服务
售后服务
订单付款后将不予退款
配送前5天，如需更改款式或配送日期请联系客服，但不能保证100%需求和制作档期
配送5天内将无法更改，本店会尽量保存延误发货的产品，但无法保证花束质量新鲜
花礼&花材须知
本店保留替换花材的权利
所有花材（包括客户指定花材或者款式图内的花材），本店会对缺货或品质不达标的花材，以相似风格、品种、颜色、大小、等价的花材替换，与客户提前沟通并达成共识。
本店花束为天然手工艺术作品，所有图片仅供参考过往作品风格和工艺，每一个作品都是手工制作独一无二的，自然生长的每一朵花都会长的有所不同，本店不保证作品跟参考图片一模一样。
感谢您的喜欢与支持！