FREQUENTLY ASKED QUESTIONS

IS BOUQUET AVAILABLE FOR COLLECTION?

 

Unfortunately, all Geneviève floral arrangements must be delivered to specified address. At the moment we are an online boutique only and do not have a shop front for customer collections.

 

WHAT ARE THE DELIVERY COSTS?

 

At the moment our services are limited to City of Edinburgh area only.

 

We deliver free of charge to addresses with a postcode between EH1 and EH17.

 

For all postcodes between EH18 – EH37, a £10 delivery charge will be applied.

 

Postcodes beyond EH37 will be subject to a £20 delivery charge.

 

Feel free to reach out to us at hello@genevieve.co.uk

 

WHERE CAN I LEAVE SPECIAL INSTRUCTION?

 

If you have any additional information about the delivery please ensure that you fill out the delivery information window carefully. Alternatively please contact us at hello@genevieve.co.uk

 

WHEN WILL THE ORDER BE DELIVERED AND AT WHAT TIME?

 

We are unable to guarantee an exact time of delivery. We have two delivery slots that allow you to choose an optimal delivery time. If you specify an exact time in the delivery information we will do the utmost to deliver the flowers at the indicated time.

 

HOW DO I CANCEL AN ORDER?

 

If you have to cancel an order, please send us an email at hello@genevieve.co.uk

 

HOW DO I CHANGE AN ORDER?

 

If you would like to change the delivery details of an order, please send us an email at hello@genevieve.co.uk

 

HOW DO I KNOW WHETHER MY ORDER HAS BEEN DELIVERED?

 

After delivering your order, our customer service team will send you a text message to inform you that the flowers have been delivered with great attention and care. If for whatever reason we were not possible to deliver the order, our customer service representatives will call you as soon as possible.

 

WHAT HAPPENS IF THE RECIPIENT IS NOT PRESENT UPON DELIVERY?

 

We will contact the recipient if they are not at the address provided, if the recipient is unreachable, we will leave the flowers at a suitable location if we deem it safe to do so, e.g. reception desk, lobby desk, etc.

If we believe it is unsafe to leave the flowers at the delivery location, our customer service representative will contact you to arrange redelivery.

Please note that additional charges may apply.

 

WHAT HAPPENS IF I SUPPLY THE WRONG ADDRESS?

 

If you provide us with an incorrect address and we deliver your order as per your instructions, then we will not accept responsibility for the mistake. A refund will not be issued.

If you accidently input the wrong address please contact us as soon as possible on 0131 210 0077.

 

WHAT IF I WOULD LIKE THE BOUQUET TO BE DELIVERED TO A HOTEL?

 

Please send the following details to hello@genevieve.co.uk

  • Full name of the recipient
  • Full name and address of the hotel
  • Room number the roses are meant to be delivered to
  • Telephone number of the hotel

 

WHAT IF I AM NOT HAPPY WITH THE PRODUCT?

 

In the unlikely event that there is an issue with your delivery, please contact us immediately with photo evidence that shows the issue, and we will endeavour to correct any shortcomings.