FAQ's
GENERAL
You can contact us via:
Email: info@floristrymarket.co.uk
Live chat: monitored 9am – 5:30pm, Monday – Friday Phone: 03003 731 555Our offices and warehouse are based in Southampton, UK. Our full address is:
Unit 2A
Nutsey Lane
Totton
Southampton
SO40 3NB
If you are collecting an order, click here for directions!
We offer all major payment card options (Visa, Mastercard, American Express) as well as:
Apple Pay
Google Pay
PayPal
PayPal Pay Later: with PayPal Pay Later, you can choose PayPal Pay in 3 or PayPal Credit:
PayPal Pay in 3* - available on purchases between £30 and £2,000. The first payment is due at the time of purchase, with the next two payments made automatically on the same date the following two months. Find out more about Paypal Pay in 3 here.
PayPal Credit* - PayPal Credit is like a credit card, but without the plastic. Find out more about PayPal Credit here.
Klarna: with Klarna you have the option to pay now, pay in 3 or pay in 30 days.
Klarna Pay Now* - you can pay right away! Your preferred payment method is pre-selected for a fast and secure payment.
Klarna Pay in 3* - spread the cost into 3 interest-free instalments, paid automatically every 30 days.
Klarna Pay in 30 days* - shop now and pay in up to 30 days.
Find out more about Klarna here.
*Please note, any credit terms are offered by the chosen payment provider and not by Floristry Market / Total Party Ltd.
We offer:
Royal Mail: 1st Class & 2nd Class
Parcelforce: allow 1 – 2 working days for delivery (England, Wales, & Scottish Lowlands).
Some of our large products are Parcelforce only.
DPD: allow 1 working day for delivery (England, Wales & Scottish Lowlands)
DPD Pickup: with DPD Pickup, you can have your order delivered to a secure and convenient location with over 6,500 DPD Pickup locations across Mainland UK including Sainsburys, Co-op, Post Office and more.
Simply enter your postcode in the DPD Pickup option at checkout to find a location near you!
Drive through collection from Southampton: Get your order delivered straight to your car!
Place your order and you’ll be able to collect within 2 hours* (Mon-Fri, 9am – 5:30pm)! Simply buzz in, pull up and we will bring your order out to you.
*Please wait for your dispatch email before coming to collect.
You can find all the information about our delivery options and prices on our delivery page here!
Yes we do! We have forever discount codes which you can use again and again. Find them here.
Please note, only 1 discount code can be applied per order.
MY ACCOUNT
If you’ve forgotten your password, please follow the ‘Forgotten your password?’ link on the login page. Enter your email address and you should receive an email allowing you to reset the password. This email can go into your junk folder, so it’s definitely worth checking!
If you’re still having problems, please give us a call on 03003 731 555 and we will do our best to help.
You can change your delivery & billing address at checkout. Simply click ‘Edit’ and choose the correct address from the drop down. You can also choose to ‘Enter a new address’.
If you enter a new address, you can select ‘Save this address in my address book.’ so it is saved for next time!
To view and edit all your saved addresses:
Desktop: when signed in, click your name at the top right of the page, and then click ‘My Account’. From here you can select ‘Addresses’. You can then add, edit and delete addresses as necessary.
Mobile: when signed in, click on the menu, scroll down and click on ‘Account’ and then ‘Addresses’. You can then add, edit and delete addresses as necessary.
You can view and download invoices for all previous orders on your account.
Desktop: when signed in, click your name at the top right of the page, and then click ‘My Orders’. Find the order you need and click ‘View Order Details’, you can then click ‘Print Invoice’.
Mobile: when signed in, click on the menu, scroll down and click on ‘Account’ and then ‘Orders’. Find the order you need and click ‘View Order Details’, you can then click ‘Print Invoice’
Top tip: if you don’t want to print the invoice, select ‘Print to PDF’ and you can save it as a PDF instead!
You can easily add products you’ve ordered previously straight to your basket!
Desktop: when signed in, click your name at the top right of the page, and then click ‘My Orders’. Find the order you need and click ‘View Order Details’. You can then tick the products you’d like to re-order and click ‘Reorder’ – this will add them to your basket.
Mobile: when signed in, click on the menu, scroll down and click on ‘Account’ and then ‘Orders’. Find the order you need and click ‘View Order Details’. You can then tick the products you’d like to re-order and click ‘Reorder’ – this will add them to your basket.
Click here for all the information regarding EU orders & deliveries.
MY ORDERS
If you placed your order after 3:30pm* you can add to you order up until 11am the next day (and up until 11am Monday if the order was placed after 3:30pm* on Friday).
*Please note, although 3:30pm is our order cut-off, if you place your order after 3:30pm and we have capacity to dispatch the order same day, we will. If this is the case, you would not be able to add to your order as it will have already left our warehouse.
We can sometimes accommodate add-ons after 11am. Please call 03003 731 555 and we will do our best to help you. Unfortunately, if your order has been picked or packed you will not be able to add on.
We aim to dispatch orders placed before 3:30pm Monday - Friday the same day.
However, if you place a very large order close to the 3:30pm cut off, there is a chance we may not be able to dispatch it same day depending on the warehouse capacity, but we will always try our best. If this is the case, we will contact you.
If you are placing a very large order, we would recommend placing it as early as possible to avoid issues.
We aim to dispatch orders placed before 3:30pm Monday - Friday the same day.
However, if you place a very large order close to the 3:30pm cut off, there is a chance we may not be able to dispatch it same day depending on the warehouse capacity, but we will always try our best. If this is the case, we will contact you.
If you are placing a very large order, we would recommend placing it as early as possible to avoid issues.
If you need your order next day, the best option to go for is DPD. Although there can be unexpected delays (such as break downs, bad weather etc.) we have found them reliable and 99% of the parcels are delivered on time. On the day of delivery, you will also receive a 1-hour time slot by email and text (if a mobile number has been provided) by 11am.
Tracking a parcel depends on which delivery option you selected:
- Royal Mail: we are unable to track Royal Mail parcels. 1st Class delivery usually takes between 1-5 working days, and 2nd Class between 2 – 10 working days (this can be longer during busy periods).
- Parcelforce: On the day of your delivery, you should receive a 1 hour time slot by email.
- DPD: On the day of your delivery, you should receive a 1 hour time slot by email and text (if a mobile number has been provided) around 11am.
- Company Name
- Order Number
- Name & Quantity of faulty product
- Photo of faulty product
If the order is still in the warehouse, we will be able to change the address for you. If your order has been collected by Royal Mail/DPD/Parcelforce, changing the address may cause a delay/extra charges.
If the order is still in the warehouse, we will be able to cancel the order, however there may be some restocking fees.
If your order has been collected by Royal Mail/DPD/Parcelforce, please wait until the order has been delivered and then post it back to us using a tracked service such as Royal Mail Signed For. We will not be able to refund the postage on the order and some restocking fees may occur.
If product(s) in your basket have gone out of stock (or we no longer have the amount you added) the product(s) that are unavailable will be removed from your basket, or quantities will be adjusted to match the stock we have available. This decreases the chances of stock shortages on your order.
Once you’ve added all of the items you’d like to purchase to your basket, select the basket icon at the top of the page.
Desktop: scroll down past all the items in your basket. Under the totals you’ll see ‘Discount Code’. Click 'Add' and enter your code in the box that appears. Then click ‘Apply’.
You can also add the discount code on the checkout page. Enter your customer, shipping and billing details. Once these are complete, in the 'Order Summary' section on the right, click ‘Discount Code’. Enter your code in the box that appears then click ‘Apply’.
Mobile: scroll down past all the items in your basket. Under the totals you’ll see ‘Discount Code’. Tap 'Add' and enter your code in the box that appears. Then tap ‘Apply’.
You can also add the discount code on the checkout page. Tap on the 'Order Summary' box, scroll past your items and tap 'Discount Code'. Enter your code and tap 'Apply'.
Please note, only 1 discount code can be applied per order.
PRODUCTS
It’s also a great idea to click the ‘Notify me!’ button so that you receive an email as soon as the product is back in stock on our website.
Please note, when a seasonal product is out of stock for the year, we remove it from the website to try and avoid any disappointment.
*Please wait for your dispatch email before coming to collect.
Air Products: X10, X20 and X30 cylinders
BOC: V size, T size, L size, E33, G10 and G20 cylinders
All helium hire cylinders come with 8 weeks rental included. If after 8 weeks you still have helium left, you will need to extend the hire of the helium cylinder every 4 weeks.
Nozzles
Air Products: If you are having the cylinder delivered, an inflator can be supplied at no extra charge. This does not affect the cost of extending the hire on your cylinder. If you are collecting the cylinder from a gas agent, you will need to purchase your own inflator. You are not able to rent one.
BOC: You can initially hire a nozzle with your helium cylinder at no extra cost. However, if you need to extend the rental on your helium cylinder and nozzle, this costs more than just extending a cylinder. If you use helium and a nozzle on a regular basis, it can be more cost effective to buy your own nozzle. You can find all our helium accessories here.
There are 2 options available for hire helium cylinders. Delivery or collection.
Delivery
Air Products: Hire helium cylinders can be delivered to residential & business addresses. When ordering your helium cylinder, please let us know in the comments when you would like the helium delivered, and we will arrange this for you. Saturday delivery is not available.
BOC: Hire helium cylinders can only be delivered to business addresses. When ordering your helium cylinder, please let us know in the comments when you would like the helium delivered, and we will arrange this for you. In some areas, helium can only be delivered on certain days, so some limits may apply. Saturday delivery is not available.
You will be given a 4 hour time slot on the day. The helium should be delivered within this time frame, as long as there are no unexpected delays.
Collection
There are gas agents all over the country, so you should be able to collect your helium from a local agent (depending on stock levels). When you place your order, please let us know in the comments when you would like to collect your helium. Once we have arranged for you to collect your helium, we will be in touch via email with your PO number and some safety information. Please read the safety information carefully.
You will not be able to collect your cylinder until you have received this email. We arrange helium collections as quickly as possible, but there can be delays. Once you have received this email, you will need to take some ID along with your PO number (on the email) to the gas agent.
When returning your cylinder, please keep your copy of the returns paperwork.