Frequently Asked Questions
Ordering
1. Why are Arena Flowers flowers fresher and better value?
Our flowers are fresher and better value than almost any other UK florist for a number of reasons. We purchase our flowers direct from the flower auctions in Holland, cutting out several commission-taking middlemen along the way. We buy in reasonable volume, so we are able to get better prices on behalf of our customers. And we haven't got fancy, showy offices to support! Also, our flowers spend only a short period of time in our fridge before going out as we buy every day instead of once a week like the vast majority of florists. This all means that you will get better value flowers that have spent far less time in transit if you buy from Arena Flowers than you would almost anywhere else.
If you'd like to learn more about Arena Flowers, please click here.
If you'd like to learn more about Arena Flowers, please click here.
2. How do I order flowers on the Arena Flowers website?
We hope this is reasonably simple. Just browse our products on the website, click the “Buy” button by any product that you are interested in. This will take you into our checkout area. Then either click the “Continue shopping” link in the left column or follow the steps of the checkout to let us know where and to whom the product is going, and to make payment.
3. Can I order by telephone or email?
Yes you can order by telephone. Please call us free on 0800 0350 581 or, if you are calling from outside the UK, on +44 20 8993 5400.
Alternatively, you can email us at customer@arenaflowers.com if you have any queries and a member of our team will reply as soon as they can. We try to reply to most emails same day, but this is not always possible, especially during periods of high volume, such as Valentine's Day. We do not recommend that you send your payment details via email, as emails are not encrypted and could be intercepted.
Please note that we do not offer 24 hour customer support. Our customer services hours are 8am – 5pm Monday to Friday, 8am - 2pm on Saturdays. Sunday is our day off!
Alternatively, you can email us at customer@arenaflowers.com if you have any queries and a member of our team will reply as soon as they can. We try to reply to most emails same day, but this is not always possible, especially during periods of high volume, such as Valentine's Day. We do not recommend that you send your payment details via email, as emails are not encrypted and could be intercepted.
Please note that we do not offer 24 hour customer support. Our customer services hours are 8am – 5pm Monday to Friday, 8am - 2pm on Saturdays. Sunday is our day off!
4. I’m not in the UK. Can I order flowers to send to someone in the UK?
Yes you can, as long as you have a credit card or PayPal account. We accept most major credit cards and our checkout is PayPal enabled.
5. How do I send flowers to someone overseas?
Please call our Customer Services team on our 0800 0350 581 (Int: +44 20 8993 5400) and we will try to help you.
Payment
6. Can I pay with cash or a cheque?
Not normally. We are an online business and so take payment remotely. You will therefore need a credit card or a PayPal account to pay us over the phone or on the site. However, we are based in Park Royal in Acton so if you would like to come and collect flowers in person, we will, at our discretion, take cash.
Security and Data Privacy
7. Is the Arena Flowers site secure?
Absolutely. Our site is secure and meets all the standards one would expect from a reputable online business. Our checkout is powered by PayPal, which is part of the eBay Inc family of companies. PayPal is the leading online payment engine and PayPal has more experience of online payments that any other company. Our site is accredited as secure by Geotrust.
8. Will Arena Flowers share or sell my private data?
No, we absolutely will not and we think spam is as pointless as everyone else does. If you sign up to our newsletters, we will send you communications relating to Arena Flowers, including discounts on products. However, we will not sell your name or data to any other businesses. We are registered under the Data Protection Act 1998. To find out more about our newsletters, click here. To read our privacy policy, click here.
Delivery
9. Do the flowers come in a vase?
Some of our arrangements come with a vase, which is included in the price (if there is a vase in the picture, it comes with the product). If the items do not have a vase you may wish to purchase a vase by clicking the add vase link below the product, or by adding one in the checkout process.
10. How are the flowers packaged?
For local deliveries, our arrangements are beautifully gift-wrapped in paper and cellophane wrap with plain raffia. Most of our products are hand-tied bouquets and come in an aqua-pack of water. For deliveries further afield delivery is carried out by our trusted distribution partner. In this case, the flowers are once again wrapped beautifully and are then put in a large gift box which will protect them in transit.
11. Can I send flowers anonymously?
Yes you can send flowers anonymously. For Data Protection purposes all information provided by the sender is kept anonymous, all the recipient will see will be the card message (if you choose to enclose one). If you want them to know who the flowers are from, then please include your name in the card message (we will not tell them who the flowers are from if you don't put your name in the message card field).
12. Where does Arena Flowers deliver to?
We deliver throughout mainland UK. We currently do not offer a delivery service to a limited number of areas (which can be seen here). Please see our flower delivery information for further details.
13. What are your shipping/delivery policies?
Please see our flower delivery information for further details.
100% satisfaction guarantee: In the unlikely event of any problems with any order you place with us we will either resend or refund your order.
For further information, please see our comprehensive flower delivery policies pages (www.arenaflowers.com/flower_delivery), the terms and conditions of use of the site, (http://www.arenaflowers.com/terms_and_conditions) and our 100% Satisfaction Guarantee at (www.arenaflowers.com/satisfaction_guarantee).
For further information, please see our comprehensive flower delivery policies pages (www.arenaflowers.com/flower_delivery), the terms and conditions of use of the site, (http://www.arenaflowers.com/terms_and_conditions) and our 100% Satisfaction Guarantee at (www.arenaflowers.com/satisfaction_guarantee).
14. What are your shipping/delivery charges?
Flower delivery with ArenaFlowers.com is free, however there is a £4.99 Saturday surcharge for deliveries outside Greater London, as our courier charges us extra at weekends. Specifically timed delivery options also cost £4.99.
15. Can Arena Flowers deliver flowers for me today?
We offer same day delivery to most areas of Greater London. These orders will be delivered by our own delivery drivers, employed and trained by Arena Flowers. We are not able to fulfil same day orders outside the M25 and cannot guarantee to be able to deliver to some areas within the M25 on the same day although we would advise customers to call us to check.
16. By what time do I need to have ordered if I want same day delivery?
Before 3.00pm for deliveries to most areas within the Greater London area but please try to place orders as early as possible to avoid disappointment.
17. Can you guarantee delivery on a specific date?
Yes we can, except for public holidays and Sundays (except by prior arrangement).
18. Does Arena Flowers deliver flowers on a Sunday?
We do not offer a Sunday delivery service as standard. However, this is subject to demand. Please call or email our Customer Services team to discuss options if you are very keen to have a Sunday delivery.
19. Can deliveries be made to business addresses or hospitals?
Yes, we can deliver to business addresses and hospitals. However, it is very important that you provide full and accurate information about a recipient in hospital including full name, ward number and full hospital address to make sure the flowers reach the individual. You also need to check that the hospital allows flowers to be delivered. For business addresses, please ensure that you give us as much information as you can in the delivery instructions field.
20. When will the flowers arrive?
Our general delivery times are between 8.00am and 6.00pm. We also offer timed delivery options, depending on the region you are sending to. These can be seen in our checkout.
21. What happens if my recipient is not present at the time of delivery?
If the recipient is not at home at the time of delivery we will attempt to leave the flowers securely on the property. If that is not possible, we will try to leave the flowers with neighbours. Either way a card will be left at the recipient's address to inform them where the flowers have been left. In the event that we are unable to leave the flowers securely on the property or with a neighbour, we may call the recipient (if you have given us their phone number when you complete the checkout) or we may call you to ask you for your input. If we are not successful, the flowers will be brought back to Arena Flowers and we will contact you to arrange a redelivery.
Order Tracking
22. What is the status of my order?
You can track your flower order anytime by clicking the order link on the top right of your order confirmation email. You can also call us for free on our 0800 number, or, if you are calling internationally, you can call us on +44 20 8993 5400. Our Customer Services team is available to take calls between 8am and 5pm Monday to Friday and 8am to 2pm on Saturday. We may well answer calls outside of this time, but we can’t guarantee it.
Please note - we will notify you by email when have confirmation that your order has been delivered. If you entered your mobile phone number in our checkout, we will also send you a text when the order has been delivered, free of charge.
Please note - we will notify you by email when have confirmation that your order has been delivered. If you entered your mobile phone number in our checkout, we will also send you a text when the order has been delivered, free of charge.
