Shipping policy
DELIVERY
Please note all our orders are dispatched the day prior to the selected delivery date. This is in the expectation that the courier fulfils the delivery on the following day. We recommend allowing an extra 2 - 5 days, after your chosen delivery date, for deliveries to highlands, islands and further afield. Please be aware that although we make every effort to get your order delivered on the selected preferred date, delivery dates cannot be guaranteed. We would suggest setting your delivery date early to avoid any orders arriving late. We may also ship orders a day early during Peak periods to avoid courier delays due to increased volumes through the networks.
Presentation
Our bouquets are beautifully wrapped in tissue, tied with ribbon and placed in a pouch to keep them perfectly fresh on their journey. The flowers are delivered in a bespoke midnight blue presentation box with your message and care card enclosed.
Where applicable, orders with smaller little extra gifts will be included in the box with the flowers, but larger gifts will be sent in a separate cardboard box.
Who will deliver the flowers?
The majority of bouquets will be delivered by APC couriers, however some will be delivered by Royal Mail. This is largely determined by the geographical location to which they are being delivered. Generally orders going to other islands, will be sent via Royal Mail. We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.
What if no-one is available to sign for the flowers?
The courier company take a signature on delivery where possible, but the default is to ‘leave safe’, using their discretion, or following your delivery instructions.
During the checkout process, you will be required to provide us with delivery instructions for 2 key purposes
- To help to the courier locate/access the property or door.
- To suggest a safe place for the driver to leave the flowers at the property.
However we cannot guarantee that delivery instructions will be followed precisely. Please note that leaving with neighbours instruction does not guarantee the flowers will be left with neighbours, as often they are not home either.
If you do not want the flowers to be left safe then please write this in the delivery instructions.
Please bear in mind if the flowers are returned to the depot because the courier cannot locate the property, or does not deem it safe to leave them, the next working day is the earliest they will re-attempt delivery, and we aim to avoid this situation where possible.
To help minimise these issues please give a contact phone number for the recipient in the checkout process (the phone number is not used for any marketing purposes). Please note that the courier will not call the recipient to ensure they are at home before delivery.
The products will be at your risk from the time of (attempted) delivery.
Where can you deliver to?
We can deliver to most postal addresses in the UK including Isle of Wight, Isle of Man, and Scottish Highlands and Islands. Please note that some destinations will incur a delivery charge, see below. We recommend allowing an extra 2 - 5 for deliveries to highlands, islands and further afield.
Deliveries going to the Isle of Man involve a 3rd party shipping company. We recommend allowing an extra 5 days, after your chosen delivery date for flowers to be delivered to the Isle of Man.
We do not deliver to PO boxes and BFPO addresses.
We are unable to deliver to Northern Ireland at this time but will review this next season.
How much does delivery cost?
We offer standard free delivery to mainland UK. Some geographical areas will incur an additional delivery charge and will normally be in transit for one or two extra days. The charges will be added during the online ordering process.
We reserve the right, at our absolute discretion, to cancel any recurring orders if it becomes apparent to us that the postal or courier service in your area is too unreliable. We value our customers and our ability to deliver, so where we can't, we won't risk disappointing you.
We do not accept any liability for incorrect postcodes or house names or numbers leading to deliveries to incorrect addresses.
Can I deliver to an address that is not residential?
Yes, you may prefer to have your flowers sent to a business address, rather than a home address if there is unlikely to be anyone at home to take delivery. Flowers sent to residential homes, schools & business addresses will generally be delivered to a main reception.
Gated apartments and buzzer/key code access?
We are experiencing increased number of deliveries to addresses which require buzzer access. If no-one is available to respond to the buzzer and the driver can’t find a safe place to deliver the flowers they will return the flowers to the depot and await further instruction. Please bear in mind we can’t alter the delivery address once the flowers have been dispatched from Scilly. We cannot take responsibility for failed deliveries to such addresses so please think about alternative delivery addresses, such as a workplace.
Hospital Deliveries
Many hospitals do not accept flower deliveries and it is the responsibility of the customer to check that flower deliveries are allowed for a specific hospital. We will undertake a delivery on the basis that the flowers can be delivered to the main reception or goods-in bay (please advise which at the time or ordering). We cannot be held responsible should we attempt to deliver flowers to a hospital but are turned away.
When can you deliver?
We deliver on Tuesday, Wednesday, Thursday, and Friday; we can also arrange a Saturday delivery for an additional fee. (Please see below for Saturday charges)
We are unable to deliver on Sundays, Mondays or Bank Holidays due to transport limitations from the Isles of Scilly on these days/dates.
What delivery date should I choose?
- Birthdays and special occasions - we recommend delivery a day or 2 before, so they can be enjoyed in bloom by the recipient on the day.
- Events - please bear in mind that the flowers take a few days before they begin to look their best. You can control the speed at which they develop by placing them in cooler or warmer locations. Allow yourself a few days grace for peace of mind as delays beyond anyone’s control can happen. With this in mind, please consider an earlier delivery date and perhaps therefore an alternative delivery address such as a workplace, if required.
If the flowers are for an event at a weekend please select Wednesday or Thursday for delivery to allow the flowers time to bloom. If flowers miss a Friday delivery slot due to unforeseen circumstances they will often be held at the depot until the Monday.
What time will my bouquet be delivered?
Bouquets will be delivered between 8am and 6pm, although we cannot specify an exact time of delivery, and at peak periods these delivery times might be extended. The time of delivery depends on the route of our courier driver.
If your bouquet is for a special occasion or event where it is imperative that you have the flowers for a specific day/time, please order for delivery a couple of days prior to this to be on the safe side. This also gives the flowers time to look their best for the occasion, as they usually take a few days to fully open, but you can control the speed at which they bloom by moving the flowers to a warmer/cooler location.
Please note that this is not a 100% guaranteed time, and although they make every effort to deliver by the requested time, please see details highlighted in ‘Delays’ paragraph.
Please place your order as normal on the website but you will need to call us to upgrade the delivery to a timed-service if required. 01720 423767.
Is a Saturday Delivery possible?
A Saturday delivery costs an additional £26.40.
Please bear in mind that this is not 100% guaranteed delivery, and if there is some reason beyond our control why the delivery fails then the flowers will not be delivered until Monday at the earliest.
Please call or email us to arrange this service, orders@scentednarcissi.co.uk or 01720 423767.
Can you deliver same day or next day?
Sorry, we are unable to deliver on the same day an order is placed as our location in the Isles of Scilly creates logistical limitations. We would normally recommend you allow 2-3 days for orders to be processed and delivered, and an extra 2 - 5 for deliveries to highlands, islands and further afield.
Confirmation of delivery
We track the delivery of flowers sent by courier and are in regular contact with the courier company to pre-empt and resolve any delivery issues.
Unfortunately, the bouquets sent by Royal Mail (to specific delivery regions) cannot be tracked.
If you have any queries regarding your delivery to please email orders@scentdnarcissi.co.uk
Delivery delay
Every effort will be made to ensure that orders are delivered on the required date. We aim to have the flowers in transit for the minimum time possible in order that they have the longest vase life possible, however we do have to allow for delays so we send the freshest flowers, in the tightest bud possible, and this does then allow for any delays in transit.
If we are unable to dispatch your bouquet due to reasons beyond our control, such as poor weather, we will inform you by email and your order will be freshly packed and dispatched at the next opportunity, usually the next day. You will have the opportunity to cancel if you inform us prior to dispatch as advised in the email.
Once the flowers have been dispatched, on very rare occasions your delivery may be delayed* The narcissi are happy to be out of water for many days as their stems are so succulent, and being out of water also discourages the flowers from maturing too quickly so they will still have a good vase life ahead of them.
We will endeavour to keep you informed if there are any problems. We do not accept any liability for delayed deliveries caused by any third party or by fire, flood, mechanical breakdown, or any other circumstances beyond Scented Narcissi’s control.
We will not be held responsible for items that are delayed due to incorrect order details.
*For example, at peak times, or due to extraordinary circumstances, drivers may experience delays or run out of time to complete all deliveries; in these cases, parcels are put out for delivery the following day. These instances are infrequent, and we experience a 97% success rate with APC completing delivery on the customer’s selected date.
Diverting deliveries to a different address
It is not possible to divert flowers to an alternative delivery address once they have been dispatched.
If the flowers have not been dispatched then we should be able to change the delivery address at relatively short notice, except at peak periods – please refer to Terms and Conditions for more detail.
Missing delivery
In the event of a non-delivery (flowers not having arrived 3 days after their intended delivery date), please contact Scented Narcissi at orders@scentednarcissi.co.uk. It is the customer's responsibility to contact us within 7 days of the scheduled delivery date. Failure to do so will result in the lapse of any rights to a refund.
We will not be held responsible for items that are not delivered due to incorrect order details, or where we have not received sufficient advance notice of an alteration to the delivery address (in accordance with details outlined in ‘alterations to order’ in Terms and Conditions
