Question 1

How do I amend an order I have already placed?

Accepted Answer

Get in touch with our team by phone on +971 56 413 9596 or by email as soon as you can. As long as your order hasn’t left the studio, we can usually update the recipient’s details, the gift message or the arrangement itself — though same-day Dubai orders may already be on their way.

Question 2

Can I change the delivery date after ordering?

Accepted Answer

Yes — provided the order hasn’t been dispatched, our team can move it to any available date. Same-day Dubai deliveries can’t be rescheduled once they’ve left the studio.

Question 3

Can I cancel an order?

Accepted Answer

You can cancel any time before dispatch for a full refund. Once an arrangement has been hand-tied and handed to the courier we can no longer cancel it, but we’ll always put right anything that isn’t right on arrival.

Question 4

What payment methods do you accept?

Accepted Answer

We take all major credit and debit cards, Apple Pay and Google Pay. Gift cards and loyalty points can also be applied at checkout, either on their own or alongside a card.

Question 5

Where do you deliver?

Accepted Answer

We deliver right across the UAE. Our own florists hand-deliver throughout Dubai every day, and we ship nationwide by cooled courier to Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah and Umm Al Quwain.

Question 6

What are the delivery cut-off times?

Accepted Answer

Order before our daily cut-off to secure same-day delivery in Dubai. Orders placed later, or going to other emirates, arrive on the next available day. The exact cut-off for the recipient’s area is confirmed at checkout.

Question 7

What does delivery cost?

Accepted Answer

Delivery within Dubai is complimentary. For the other emirates a delivery charge applies, and it’s always shown clearly at checkout before you pay. Subscribers and higher loyalty tiers enjoy free delivery.

Question 8

How do I track my order?

Accepted Answer

Once your order is on its way we email you a confirmation with a tracking link. You can also enter your order number on our Order Tracking page at any time.

Question 9

What if my flowers arrive damaged or are not delivered?

Accepted Answer

We’re sorry to hear that — email or call us within 24 hours and we’ll arrange a replacement or a full refund, no quibbling. A quick photo of the arrangement as it arrived helps us make it right faster.

Question 10

Can I change the delivery address after ordering?

Accepted Answer

Yes, as long as the order hasn’t been dispatched. Just contact our team and we’ll update the address for you.

Question 11

How do I pause my subscription?

Accepted Answer

Sign in to your account, open Subscriptions and choose Pause. You can pause open-endedly or until a set date, and it will start again automatically on that date with nothing needed from you.

Question 12

How do I skip the next delivery?

Accepted Answer

In the Subscriptions area of your account, select Skip next delivery. Only that one upcoming delivery is skipped — everything after it continues as normal.

Question 13

How do I cancel my subscription?

Accepted Answer

Open Subscriptions in your account and choose Cancel. There’s no minimum term, so you can stop whenever you like. Any deliveries you’ve already paid for will still arrive; nothing further is charged.

Question 14

Can I change the frequency or product on my subscription?

Accepted Answer

Yes — adjust how often it arrives (weekly, fortnightly or monthly) yourself from your Subscriptions page at any time. To swap to a different arrangement, message our team and we’ll set it up.

Question 15

Can I change the delivery address on my subscription?

Accepted Answer

Yes — update the address on your subscription from your account whenever you need to. The new address takes effect from your next scheduled delivery.

Question 16

Can I change the card message on a subscription delivery?

Accepted Answer

Of course — edit the gift message at any time from your account. Your new wording is used from the next delivery onwards.

Question 17

I cannot sign in to my account

Accepted Answer

Use the Forgot password link on the sign-in page and we’ll email you a reset link. If it doesn’t arrive within a few minutes, check your spam folder, then get in touch and we’ll help you back in.

Question 18

How do I earn loyalty points?

Accepted Answer

You earn ten points for every dirham you spend, calculated after tax and any discounts. There’s also a 250-point welcome bonus, a 500-point treat on your birthday and extra points on larger orders — and subscribers earn 25% more on every order.

Question 19

How do I redeem my points?

Accepted Answer

Points can be exchanged at checkout for free delivery, discounts or members-only rewards. Whatever you’ve unlocked appears in the Rewards section of your account once you have enough points.

Question 20

Where can I see my points balance?

Accepted Answer

Sign in and head to the Rewards page. You’ll find your current balance, your tier, your recent activity and any rewards that are ready to redeem.

Question 21

Do points expire?

Accepted Answer

Points last eighteen months from the date you earn them. Placing any order resets the clock across your whole balance, so most regular customers never lose a single point.

Question 22

How do I redeem a gift card?

Accepted Answer

Enter your gift card code at checkout and it’s applied before payment. You can part-pay with the card and settle the remainder on a credit or debit card.

Question 23

Can I check my gift card balance?

Accepted Answer

Yes — the balance updates automatically after every use and appears on your email receipts. You can also send us your card code and we’ll confirm what’s left.

Question 24

Can I use a gift card alongside another payment method?

Accepted Answer

Yes. If your order comes to more than the gift card holds, you can cover the difference with a credit or debit card, Apple Pay or Google Pay.

Question 25

Do gift cards expire?

Accepted Answer

Gift cards stay valid for twelve months from the day they’re purchased.

Question 26

Where can I collect my order?

Accepted Answer

Click & Collect is available from our Dubai atelier — simply choose it at checkout and we’ll have your order ready for you.

Question 27

When can I collect my order?

Accepted Answer

Collection orders are ready from the next day. Order before the daily cut-off to secure a next-day collection slot.

Question 28

Can I pay in store when collecting?

Accepted Answer

No — payment is taken when you place the order. Collection is simply a convenient alternative to delivery.

Question 29

How far ahead should I book?

Accepted Answer

For weddings and corporate events, around six months’ notice is ideal — though we can sometimes work to shorter timelines depending on availability. Flower School classes can usually be booked just a few weeks ahead.

Question 30

Do I pay a deposit when booking?

Accepted Answer

Weddings and events are confirmed with a non-refundable deposit, with the balance settled before the event. Flower School classes are paid in full when you book.

Question 31

Can I change or cancel a booking?

Accepted Answer

Yes, with notice. Wedding and event details can usually be adjusted up to a few weeks before the date — the earlier the better. Cancellation terms depend on how close to the date you are.

How can we help?

Orders

Delivery

Subscriptions

Account & Loyalty

Gift Cards

Click & Collect

Weddings, Events & Flower School