F.A.Q.

Welcome to our knowledge base dedicated to our most frequently asked questions!

Here you find information about all the things we get asked about most often when our customers contact us. Hopefully, you will find your question answered here, but if not, please get in touch and we will be pleased to help!

OPENING AN ACCOUNT

How do I open an account?

We don’t preclude anyone from trading with us, you can just jump onto the website, fill your basket, and check out. If you register as you check out, you will have your account info in place for the next time you order, save favourite products, and view past orders. That simple!

Do you only sell to businesses?

Although we are a business-to-business wholesaler, we will sell to the general public, just be mindful that any order under £200 + VAT will attract a standard delivery charge of £15 due to the time and resources costs incurred associated with processing small orders.

🔝

PRICING

Are the prices trade/wholesale?

Yes. Our website is transparent, and the prices you see are trade prices.

Do you offer discounts?

You will note there are three tiers, which are designed to make the products cheaper for bulk buying. We also offer a 5% discount (automatically applied) to orders over £1000. An introductory offer of 10% off is available if you sign up for our email notifications.

How do the tiers work?

Our tiers are designed to make buying bulk quantities cheaper. The bands refer to the single item price, for example:

Here, the 1 – 3 means if you buy between 1 and 3 units of a given product, each will cost £9.56, so were you to purchase 2, the total cost would be £19.12 (2 x £9.56). Were you to buy 7, the total cost would be £41.93 (7 x £5.99), and so on.

We cannot give tier prices on mixed items. This means if you were to buy 3 of one item and 10 of another, you would have to pay the tier price for 3 and 10 respectively.

What does price ‘per item’ mean?

Our products come in a variety of forms: Single stem, bunches, bags, per kilo, etc. Per item refers to a single number of these descriptions, for example, if the title was Dried Acrolinium Natural White Bunch, the per-item price would refer to one bunch. If the title was Amra Pods, Natural, Per 1kg Net, the single item price would refer to one 1kg net, and so on.

🔝

ORDERING

Is there a minimum order quantity?

No. We don’t have a minimum order quantity, but please be aware that any order under £200 + VAT will attract a standard delivery charge of £15 due to the time and resources costs incurred associated with processing small orders.

What payment options do you offer?

At our website checkout, you will find integrated card payment through Stripe. If you would prefer to pay by BACS, or over the phone, you can select the pay by invoice option, and we will contact you with bank details, or you can call us, to make payment.

We don’t offer PayPal or other similar services at this time.

Can I order from you for my own wedding or event?

We are happy to supply members of the public, but please be aware, we are a wholesaler and as such, we can’t offer floristry design and making services, we only supply the raw materials. We also charge a standard postage rate of £15 in the UK for orders under £200+VAT.

🔝

DELIVERY

We use a variety of couriers to ship our goods nationally and internationally, however, our preferred domestic courier is APC.

What we can do:

• Provide same day dispatch for goods ordered and paid for before midday
• Offer shipping upgrades to guaranteed next day or Saturday delivery for an additional cost
• Supply you with tracking details for most types of consignment (this isn’t always possible for shipments by pallet, for example)
• Notify you when your order has been dispatched
• Arranged a managed return of unwanted items for a fee
• Deliver worldwide

What we cannot do:

• Offer timed delivery slots
• Guarantee delivery will be made next-day on standard services
• Deliver & collect on an exchange basis (you will need to order the replacement items and return the goods you do not want; we will credit the returned items once we have received them)
• Make changes to a delivery service once the goods have been dispatched
• Contact the delivery driver directly

How much is delivery?

Our standard delivery costs £15 for orders valued under £200. We also offer options for next-day and weekend delivery. You will find these options and their associated cost at the checkout.

How long does it take to get my items?

Our standard service is usually 1 – 2 days after an order is dispatched (dispatch is same day if the order is placed before midday and next-day for orders placed after midday), however, there is currently a shortage of delivery drivers nationally, which has put strain on courier and haulage networks, causing delays in deliveries. It is estimated that the time is now up to 3 days after an order is dispatched.

Can I upgrade to a faster service?

We do offer an upgraded service to guaranteed next-day, and we estimate that 99.9% of these deliveries make it to their destination in that time. This costs £8 on top of any other delivery charges that may be applied to your order.

What happens if my delivery is late, or I don’t receive it?

We are usually able to provide tracking numbers, and should you wish to keep up to date with the progress of your parcel, you can do it using APC’s online tool:

Occasionally this isn’t generated, or the message shows the incorrect status, leaving you unable to find the information out yourself. At this point, we advise you to contact us so we can try and trace the consignment. Please be aware that we don’t get an instant response. We have to contact the courier company who will trace the consignment and then come back to us. We appreciate how frustrating this can be but respectfully ask you to be patient.

Sometimes, you may not be in when the driver calls, and they will either leave a card or notify you by text/email to say that you will need to rebook the delivery. There will be a phone number to call or a link to click. If you receive this, rebook it as soon as possible, because parcels that aren’t rebooked within a couple of days are returned to us by the courier company.

If you would like to collect your parcel(s) rather than trying to rebook a delivery, you can use the details on the card to contact your local depot and arrange the best time to collect. Depending on the depot, they may not be able to allow collections, so calling is essential. They will expect to see the card, proof of address, and some ID before they release the goods.

Rebooked deliveries are attempted on the same service as the original and for this reason, you cannot choose a timed or Saturday service when rebooking a delivery. Upgrades would need to be arranged by contacting us first.

🔝

What happens if my delivery is damaged, or there are items missing?

If you notice the box is badly damaged when the courier hands it to you, you can refuse the delivery. You will need to contact us immediately to resolve the issue. Try and take photos before the driver leaves so that you can send them to us.

Should you take the damaged box or discover the damage/that there are missing items later, contact us within 24 hours of the delivery to resolve the issue. Make sure to take photos of the damage and send them to us. Please note: To reduce packaging and protect items in transit, we have started to wrap more than one bunch together. This has led some people to believe they are missing items, when in fact they are tucked in with something else. Be sure to unpack your order completely to check for items.

Do you ship abroad (Outside the UK)

Yes. We offer worldwide shipping through a variety of shipping networks. Your shipping rate should automatically update when you checkout, but if you would like an estimate do feel free to contact us.

Can I get a Saturday delivery?

Yes. You can upgrade to a Saturday delivery in the checkout area. It costs £12 on top of any existing standard charges.

Can you deliver directly to my customer?

Yes. Just make sure you update the delivery address when checking out, and make sure you put any notes in the order for phone numbers or directions that may be required.

Why are your postage rates so high?

We are a wholesaler, so our business is structured around bulk ordering and our product costs are worked out on this basis. When we receive small value orders, it makes it more expensive to process, and therefore the cost is factored into the postage rather than the product. Postage is free on a standard service for orders over £200.

🔝

RETURNS

Can I return items I no longer need?

Yes. We are pleased to offer a refund or exchange of your purchase (at your discretion), provided the items(s) are returned unused, in their original condition and fit for resale, within 30 days of you receiving them. We will extend this period for International Customers where returned items are held up in transit.

How do I organise a return?

Please ensure that products are packed carefully in a box with appropriate protective packing to avoid any damage in transit. When the goods are received, checked, and processed back into stock at the warehouse we can arrange for a refund. We also request that you include the original packing list that came with the order and mark the products you are sending back on the sheet to help with restocking the items, otherwise there will be a delay in processing the return.

Our return address is:

Century Logistics Ltd

FAO Atlas Flowers RETURNS

Unit 2, Snetterton Business Park

Chalk Lane

NR16 2JZ

United Kingdom

We can arrange for items to be collected from an address of your choice. The cost of the return is a one-off fee of £15 and will be deducted from your refund amount. Please note it may take up to 14 days for the collection of returned goods. Please email us at orders@atlasflowers.com to arrange this option.

🔝

Can you collect from me?

Yes. We offer a fully managed return for a fee of £15, just contact us to request this.

The items aren’t as I expected, can you exchange them for a different product?

We can’t offer a swapped exchange; you will need to order the replacement items and return the goods you do not want; we will credit the returned items once we have received them.

My items have arrived damaged, can I get replacements?

Contact us as soon as you discover the items are damaged with photos, and we can send out replacements if the items are still in stock. We can offer a refund if you prefer/if the items are no longer available.

My items have arrived damaged, can I get a refund?

Contact us as soon as you discover the items are damaged with photos, and once we have reviewed the damage, a credit can be arranged if appropriate. If you prefer replacements, should stock be available, we can look to do this instead.

Will you refund my postage costs too?

If the items are damaged or there is a fault with the product a postage refund may be appropriate. If the return is for a different reason, you may not be eligible for a refund on postage.

I have returned my items, when can I expect a refund?

Once we have received the items back at the warehouse and processed them back into stock, we will raise the credit. We will update you once we have issued the credit.

🔝

PRODUCTS

Can I view the products in person?

We are set up to operate on an e-commerce basis only, so visits to our warehouse facility aren’t possible. If you require more product information or imagery to confirm your purchase requirements, please contact us.

I can’t see the product I want, are you able to get it in for me?

The nature of our products is seasonal, so there are times when certain products aren’t available and they won’t be visible on the website - there will also be products we don’t stock, and we may be able to procure them, so please do enquire should you want to be notified of returning stock or products you can’t see available to purchase.

I am not going to use these straight away, how should I store them?

There may be times that you don’t need to use all your products straight away, or perhaps you are unsure of how to store them.

Essentially, dried flowers are very easy: Don’t put them in water, keep them in a clean, dry atmosphere, and don’t crush them if you are leaving them in a box.

Preserved flowers need a little more attention: As they have been treated with a glycerine solution and possibly dyes, they need a stable environment to keep them at their best. When displayed or shop stored, they should be in a cool, airy environment. As they have artificial moisture within them, unstable or warm environments can allow mould to establish and grow, leaves/petals/foliage to drop, and dyes to leach out of the base of the stems. Ideally, don’t leave them in closed boxes, or in tight wrapping. This can cause sweating and mould to establish. If you can, place them in containers, with the stems upright so the air can circulate. If they get too warm, these products can dry out, which in turn can cause leaves/petals/foliage to drop.

🔝

We do offer a range of ready-to-retail bouquets and display items. They are easily found by searching ready-to-retail or bouquets in the search bar.

Do you make up single bouquets or arrangements to order?

No. We are a wholesaler who sells raw ingredients to such items, along with a few ready-made bouquet options, we don’t offer an ad hoc, made-to-order service. If you are interested in bulk bespoke designs of bouquets or hand-ties, for example, we can accommodate this, so please get in touch.

Do you offer bespoke products?

We can offer a bespoke service for bulk orders only, not single/a few items. If you are interested, please contact us for more information or to discuss.

Can I buy fresh products from you?

There are a few lines of fresh products we can supply, please contact us for more information.

🔝

Your question not answered here? Get in touch and we will do our best to help!

Follow us on social media!