Arena Flowers's virtual Customer Experience Agent, Daisy, is here to help answer your questions.
Questions about placing orders#
Do you have any discount codes?
The best way to receive discounts and offers we're running is to sign up to our email newsletter and download the Arena Flowers app. That way you'll be the first to receive any exclusive offers, just make sure you have push notifications enabled on the app. Other available discounts can be found on our Official Discount and Voucher Codes page.
What is the deadline to order for next day delivery?
For next day delivery, order before 9pm every day of the week and your order will be expertly prepared, packaged and dispatched for next day delivery. We also deliver on Sundays!
How do I place an order?
The easiest way to order is through our app! Download the Arena Flowers app from the App Store, or Google Play Store where not only can you order bouquets and gifts, but you can also manage your flower subscription, and add products to your wishlist. Use code APP-ONLY for 20% off your first app order too! If the app isn't for you (you mean we haven't enticed you with 20% off your first app order?) then you can also place orders and manage subscriptions on our website. Alternatively, phone us on 020 8001 0122 or, if you are outside the UK, on +44 20 8001 0122, and one of our very friendly members of the Customer Experience team will be happy to help you place an order.
Can I order by telephone or email?
Yes, you can order by telephone. Please call us on 020 8001 0122 or, if you are calling from outside the UK, on +44 20 8001 0122. Alternatively, you can email us at email@example.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 volumes, such as Valentine's Day and Mother'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.
Can I cancel my order?
If you need to cancel your order, for whatever reason, the quickest ways to do so is to call us as soon as possible on 020 8001 0122 or 0333 2405859 from a mobile and a member of our Customer Experience team will be able to process your cancellation. You can also use our live chat which is manned Monday to Friday 9am to 9pm and from 9am to 5pm on weekends. Click the little speech bubble in the bottom right hand corner of the page to start a chat. You can email firstname.lastname@example.org to cancel as well but calling or using the live chat is quicker.
How do I change my order?
If you need to change your order, for whatever reason, the quickest way is to call us as soon as possible on 020 8001 0122 or 0333 2405859 from a mobile and a member of our Customer Experience team will gladly help you. Our live chat is also quick and easy, and is manned Monday to Friday from 9am to 9pm and on weekends from 9am to 5pm. Click the little speech bubble in the bottom right hand corner of this page to start a chat. You can email email@example.com to request a change to your order, but calling or using the live chat is quicker.
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 on 020 8001 0122, or, if you are calling internationally, you can call us on +44 20 8001 0122. Our Customer Experience team is available to take calls between 9am and 8pm Monday to Friday and 9am to 5pm on Saturday and Sunday. 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.
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.
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.
Questions about our flowers#
Why Are Arena Flowers Fresher And Better Value?
Our flowers are fresher and better value than almost any other UK florist for a number of reasons. First and foremost, we buy our flowers from growers with the same values as us - that means ecologically and ethically responsible practices like not using harmful chemical pesticides, creating water saving solutions, treating their employees right and more. Furthermore, 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. 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.
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 it will say this in the description beneath the picture). If the items do not have a vase you may wish to purchase a vase by clicking the add vase feature next to the product image, adding one from our gifts section or by adding one in the checkout process.
How are the flowers packaged?
Our arrangements are beautifully gift-wrapped in paper and biodegradable cellophane wrap and tied with our compostable ribbons. These hand-ties will have a moisture wrap at the bottom to keep the stems hydrated as best as possible. The flowers are then put in a box which will protect them in transit.
How do I take care of my flowers?
The best way to care for your beautiful ethical flowers is to follow the instructions on the leaflet included in your delivery. Our top tips: - Trim the stems by around 2cm and at a 45 degree angle - Remove any leaves that will sit below the water line in your vase - Gently remove any guard petals around any roses in your bouquet - these are the outermost petals - Display your bouquet away from sources of direct sunlight, heat (like radiators or working fireplaces), and draughts - Try not to put your bouquet near ripening fruit, as the gases produced can cause your blooms to wilt quicker - Use the flower food provided - Top up or replace water every 2-3 days
Questions about delivery#
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. Please see our flower delivery information for further details.
Can you guarantee delivery on a specific date?
We and our distribution partners do the best we can to deliver on the date you request at the time of ordering, but we cannot absolutely guarantee it. We're now able to take orders for Next Day Delivery up to 9pm the evening before, and while most orders are successfully delivered the next day, sometimes delays occur due to problems at the destination, or issues on the road network such as roadworks, collisions and closures.
Does arena flowers deliver flowers on a Sunday?
We sure do! Order before 9pm on Saturday for delivery on Sunday.
When will the flowers arrive?
Our general delivery times are between 8am and 7pm. You will receive an email to notify you when your order is out for delivery with tracking information. If you have provided a mobile number, delivery information will be texted to that number free of charge.
Where is my delivery?
When your order is dispatched, you will receive tracking information from one of our delivery partners which will tell you what stage of delivery your order is at. If you have not received this information, please check you entered your details correctly when placing your order - if you received an order confirmation then you should also get dispatch emails. Once your order is delivered, you'll get an email confirming this. If you included a mobile number at checkout, you will also receive confirmation of delivery via text.
It says my order has been delivered but it hasn't?
If you've received a notification of delivery but your order isn't where it should be, please check on your order confirmation email that the delivery address is correct. If there is an error, please get in touch with us straight away. Find our details on the Contact Us page. If your delivery address is correct, it's also worth checking whether you have specified a safe place with our delivery partner either for this order specifically, or for previous orders they have delivered to you. They may have also given it to a neighbour to hold on to for you if leaving it wasn't possible. When either happens, our delivery partner should let you know if your delivery is in your safe place or with a neighbour by posting a delivery card through your door or letterbox.
Why was my delivery not left in a safe place?
You need to tell our delivery partners if you have a designated safe place for parcels and orders. They may not leave an order in your safe place if they can't find it easily, or the location doesn't meet their criteria and there's a possibility the order may go missing. If leaving your order in a safe place isn't possible, you should receive a card detailing how to rearrange delivery.
Questions about our App#
Where do I download the app?
Why should I use the Arena Flowers App?
There are lots of reasons we think you will love shopping through the Arena Flowers App but here are a few of our favourites:
- 20% off your first in app purchase using code APP-ONLY
- Access to app exclusive offers
- Select the perfect bouquet, organised for every occasion
- Track your referral rewards
- Manage your subscription and choose your next delivery with ease
- Create a wishlist for those bouquets you've got your eye on
Do I get any discounts using the app?
Of course, you can enjoy 20% off your first order in the app by using the code APP-ONLY but it doesn't stop there we regularly release app exclusive arrangements, early access to new collections and other seasonal perks.
I need help#
My flowers did not last very long
It's important to follow the flower care advice included in your delivery to help make your flowers last as long as possible. This includes trimming the stems, using the flower food, and keep the flowers away from direct sunlight, sources of heat and draughts. If you've followed these steps and your flowers have not lasted for five or more days, then please get in touch with us and include photos of your bouquet so we can see their condition.
Why does my bouquet look different to the picture on the website?
Every bouquet is arranged by our in-house expert florists, and just like how every flower is different, so is every bouquet! We will use the same number and type of stems as in the product description (or seasonal alternatives when unavailable) but it's down to our florists' artistic flair to make an arrangement as special as its recipient.
My box arrived damaged or something is missing from my order
If your bouquet box has arrived damaged, please check whether your flowers have been affected and take photos or if you are missing something from your order please get in touch with us and show us the photos and if the bouquet has been damaged we will endeavour to replace the arrangement or the missing items.
My flowers or plant didn't arrive in a good condition.
If you're disappointed with the quality of the flowers you've received, there are a number of options. If your flowers look a little dry, but aren't browning or broken, follow the instructions on the leaflet included with your delivery. If they've not perked up after a couple of days then let us know and we'll happily help. If stems are already browning significantly, or have broken in transit, then get in touch right away with photos of the stems and we will do our best to replace them. Your house plant may look a little sad when it arrives, but it probably just needs a good drink. They can also find new surroundings a little stressful, so the best thing to do is to give it a good drink - until all the soil is nice and moist. Depending on what type of light it prefers (shady, indirect or direct sun), place it in an optimal position in your home and give it some time to adjust. For flowers that arrived looking good but haven't lasted very well (less than five days) or if your plant is still looking worse for wear, get in touch with our Customer Experience team right away and we'll do everything we can to replace the bouquet with one that will go the distance.
I'm having trouble using the app
Hopefully the Arena Flowers app is as straightforward as our website, but if there's something you're struggling to find or use on there, please get in touch with us and we'll be happy to help.
Why is my discount code not working?
Some of our discount codes are exclusively one use only, like our 20% app discount. That means the code will only work on your account once and our system recognises when you've used that code. You can find our new customer codes here. If it's a code you've never used before, make sure you're entering it exactly as it's written on our website, in a newsletter, or in your email. If you're positive the code is correct but it's not working, contact us and someone from our fantastic Customer Experience team will gladly help you.
Customer Experience opening Hours
|Phone||9am to 8pm|
|Chat||9am to 9pm|
|Phone||9am to 5pm|
|Chat||9am to 5pm|
|UK||020 8001 0122|
|UK from a mobile phone||03332405859|
|International||+44 20 8001 0122|