Frequently Asked Questions
Q. How do I place an order on your website?
Placing an order is simple and seamless. Browse our collections, select your preferred items, add them to your cart, and proceed to checkout. For a detailed walkthrough, please visit our How to Order page.
Q. When will my order be delivered?
For same-day deliveries within Nairobi, orders are delivered within 2–3 hours after successful checkout and payment.
For orders placed early in the day, deliveries within Nairobi environs are typically completed between 1:00 pm and 6:00 pm.
Q. How long does delivery take outside Nairobi?
Orders outside Nairobi are delivered the next working day at an additional fee of KSh. 500. These deliveries are handled through our courier partners and usually arrive between 9:00 am and 4:00 pm.
Once your order is dispatched, you’ll receive a tracking number via email to monitor your delivery.
Please note: Orders for out-of-town delivery must be completed by 4:00 pm the day before dispatch.
Q. How will I know when my order has been delivered?
You will receive email notifications when your order is dispatched and once it has been successfully delivered.
For any delivery-related inquiries, please contact our logistics team and have your order number ready for faster assistance.
Q. Will my order include a receipt?
Receipts are sent electronically via email once payment is completed. If you require a physical copy, you may request one during checkout.
Our delivery team carries a delivery note that lists the items and recipient details—prices are never included.
Q. Do you accept payment on delivery?
At the moment, we do not offer payment on delivery. All orders must be fully paid for—including delivery fees—before dispatch.
If you’d like to see how your order has been packaged, you may contact our customer care team to request photos before dispatch.
Q. How can I receive discounts or promotional offers?
The best way to stay updated on promotions, discounts, and special offers is by subscribing to our newsletter.
To sign up:
- Scroll to the bottom of our homepage
- Enter your email address
- Click Sign Up
Q. How do I get a receipt after placing an online order?
An invoice will be sent to your email address immediately after checkout. This invoice also serves as your official receipt and can be saved or printed for your records.
Q. Can I place an order via phone or WhatsApp?
Yes, during off-peak periods, you can place orders by phone or via WhatsApp with assistance from our customer care team.
However, we strongly recommend placing orders directly through the website—especially during peak seasons—to avoid delays.
Q. Can I send a gift anonymously?
Yes, anonymous gifting is available. Simply indicate your preference during checkout.
That said, most recipients enjoy knowing who sent their gift—we encourage you to consider including your name if you’re comfortable doing so.
Q. Will my order look exactly like the photos on your website?
We aim to deliver designs that closely match what you see online. However, in rare cases of product or flower unavailability, substitutions may be made.
Rest assured, any substitutions will maintain the same value, quality, and overall aesthetic.
Q. Can I choose a specific delivery time?
Yes. We offer an expedited delivery option within Nairobi, where a dedicated rider delivers your order at a specific time for an additional fee of KSh. 1,000.
For standard deliveries, exact times cannot be guaranteed, but you may request morning or afternoon delivery.
Q. What if I’m not satisfied with my order?
In the rare event that you’re unhappy with your flowers or gift, please contact our customer care team immediately.
For more details, visit our Returns & Refund Policy page.
Q. What happens if the recipient is unavailable at delivery?
If the recipient is not available, the order will be returned to our office and rescheduled once the correct details are confirmed.
Please note that a redelivery fee may apply, as our delivery services are handled by third-party partners.
Q. What should I know about ordering personalised items?
Personalised items require one working day to prepare.
Before production, we’ll send you a digital artwork preview via email or WhatsApp for approval. Timely approval—preferably before 6:00 pm—ensures your delivery is not delayed.
Once artwork is approved and production begins, changes cannot be made.
Q. Do you deliver on Sundays?
Yes, we do. Sunday deliveries are available between 9:00 am and 4:00 pm.
Q. Is my payment safe with you?
Absolutely. We use industry-standard security measures, including SSL encryption and PCI-DSS compliance, to protect your payment information.
Your data is handled securely and with the utmost care.
Q. Can I trust your brand with my order?
Yes. We are committed to delivering high-quality flowers and gifts on time and in excellent condition. Thousands of customers trust us to help them celebrate life’s moments—and we take that responsibility seriously.